Increasing the productivity of call center agents has always been a goal. In today's market place there is a new directive to make the highest rate of successful contacts and also to comply with outbound regulations while maintaining the most efficient budget possible. With CUBE DIALER you can achieve all of these.

CUBE develops contact center solutions that deliver the benefits of customer relationship and customer service technology to the fastest growing segment of the multi-billion dollar contact center market. Small and medium enterprises, departments/branches of large enterprises and outsourcers need contact center technology to provide high quality support and interactive services for their customers.

CUBE Contact Center offers a comprehensive suite of applications including Automatic Call Distribution (ACD), Predictive Dialer, Customer Relationship Management (CRM), Interactive Voice Response (IVR), Computer Telephony (CTI), Skills-based Routing, Recording, Monitoring, Billing and Centralized Management and Administration.

Benefits

· Increases the productivity of call center agents

· Immediate, measurable improvements to contact rates as only successfully connected calls are routed to agents.

· Maintains high call volumes

· Improves the customer experience

· Adheres to changing regulations

· Retain a motivated, productive workforce

· Realize a greater return on investment.

· Reduces workforce turnover or headcount

· ACD with skills based routing

· Blended Outbound and Inbound calls

· CRM with screen pops

· Multi-media contact via voice/chat/email

· Voice recording

· Predictive Dialer with multiple campaigns

· Works with telephone lines as well as VoIP

· Conferencing

· Real-time reporting and billing

· Allows multiple contact centers to act and feel as one

Increased Productivity: It virtually eliminates agent idle time as only successfully connected calls are routed to agents.

Higher Revenue: Agents achieve a higher success rate based on ability to target campaigns, create skill groups, manage agent scripts and much more. You can enjoy the benefit of contacting more customers using fewer agents.

Features

International and U.S. FTC Compliance: CUBE’s Outbound Dialer is also designed to be in full compliance with outbound regulations (Telemarketing Sales Rule) and international “Do Not Call” legislation. (Compliance is subject to switch transfer time constraints and availability of DNC Lists)

CUBE Dialer is also fully compliant with new Telemarketing Sales Rule (TSR) legislation requiring specific drop rates and the ability to leave a recorded message when an agent is not available to take a successfully answered outbound call.

Flexibility: The Outbound dialing mode flexibility included with CUBE Dialer allows the same predictive software system to be used for all types of contact, whether aggressive telemarketing, polling and surveys or sensitive B2B.

Open, Standard Database: CUBE Dialer’s open database design provides management with total control over the structure and content of the database. Managers create each field to best suit the particular database needs of the project. Open, standard databases such as Microsoft's SQL Server and Oracle are fully supported.

Decision Support and Reporting: With the CUBE Dialer you have full access to all campaign information, including marketing figures, contact rates, call statistics and other important data. This allows you to refine your parameters for more targeted, more reliable results.

Numbers that are disconnected, busy, not answered or invalid in other ways are screened out and documented.

Dialing Modes: CUBE Dialer provides a rich array of outbound contact handling features to benefit users in any business situation. The flexible architecture allows the user to concurrently operate dialing campaigns in: Predictive, Power, Preview, Manual, or Unattended Dialer Mode.

Skills-based Call Routing: Sometimes you want a successful contact to be routed to the agent who has been waiting the longest, while other times, for more sensitive or targeted campaigns, you'll want the call sent to the agent with the highest skill level. With CUBE Dialer, you have the option to override the 'longest waiting' agent algorithm factor and route calls to the highest skill level agent available.

Service Level Alerts: Service Level Alerts is a vital software function that helps call center management achieves corporate and client contracted outbound service levels. Each alert can be configured to: Put out an audio alert on the Management Console(s), Display a visual alert on the Management Console(s), E-mail an alert, or any combination of the above. In addition, these alerts can be viewed by the Real-time Web based Service for third party use or displayed on a wallboard. A few examples of outbound alerts provided are:

• No. of calls in queue increases

• Drop Rate exceeds 'n' percent,

• Average Seconds between Calls exceeded.

Recorded Messages: CUBE Dialer provides extensive inbound and outbound recorded message capability. For outbound calls, pre-recorded messages can be deployed when answering machines are encountered, played at time of connect, or optionally, an agent can request permission to play a recorded message after contact is made. Inbound callers can be greeted with an Answer Message as the system begins searching the agent resource pool. Hold Messages, Intermittent Messages and Advertising Messages can also be played during periods of the call transfer.

Call Progress Analysis and Answering Machine Detection: CUBE Dialer features the most accurate Progress Analysis in the industry determining with precision non-live contact events such as answering machines, busy signals etc.CUBE Dialer provides options to improve campaign dial list penetration in these situations. For example, you have the option to play a recorded message when an answering machine is detected. All dial attempts are coded and recorded to the database so that campaigns can be assessed and records can be recycled according to contact strategies.

Scheduled CallBacks: Managers have the option of allowing scheduled callbacks. You can configure each campaign to handle scheduled callbacks in the most efficient manner. The configuration options for the Scheduled Callbacks are: Agent Specific: Call back is provided to the specific agent, Station Specific: Call back is provide to the agent's station, Global: Call back is provided to any available agent.

Other features

Parameters and agent scripts can be changed instantly and without interruption.

Allow the supervisor to manage calling lists and other job parameters.

Uses

Telesales, collections, customer care, help desk, political campaigns, market research, and financial services.

Agent Desktop

The agent desktops manages customer care calls to view status, view queues in real time, or use the built-in CRM to view a customer’s history. In addition, multiple call control options are available on the desktop such as conference, call hold, and third party transfer. Agents also can leverage worksheet or scripting options to offer their customers the best possible service while offering their managers advanced reporting and data collection at the same time. Depending on permissions set by administrators, agents can record calls, receive voice mail, chat with supervisors, or even schedule call-backs within the CRM for customers wishing to be contacted at a specific time.

Supervisor

Supervisors can view agent activity and performance in real time, as well as observe active statistics for ACD Skill Groups and Campaigns. Additionally, they can monitor agent calls and coach agents via the chat or instant messaging. Deployments may leverage multiple supervisors, each managing groups of agents, and each with the ability to log agents off the system or compare agent performance statistics without running reports. When reports are required, Supervisors have good no of reports available, with export options including PDF, Excel, CSV, or even HTML. Supervisors can manage their local or remote agents from anywhere in the world as long as they have a broadband Internet connection.

Administrator

Administrators have complete control of their application whether the physical equipment is in their local contact system or not. They can easily create and manage the interface via a permissions-based interface. Administrators can move agent’s follow-up events or review their contact center-related voice mail. Agents can belong to multiple Skill Groups and each Skill Group can be prioritized for the best possible call-flow management. For accurate tracking, each call can be associated with a unique disposition that may be tied to actions such as sending an email to a manager automatically (e.g. if an agent ends a call with a “sale”).

Administrators can create, schedule, and run campaigns, each with unique profiles, skills, and even scripts or worksheets – all of which can be adjusted on the fly. Built-in “connectors” also let administrators key on system events to share data between Cube application and third party applications such as HTML or Java-based customer databases.

Reports

Few important reports are as follows:

Agent disposition report (detailed / summary)

Agent log history detail / summary (campaign wise)

Agents service report

Campaign wise calls with status mismatches

Detailed dialer report summary / detail.

Feature list

The features mentioned in this document are dependent on the switch and connectivity features.Some of them may not be possible in specific configurations.Cube does not guarantee availability of all features on all range of products and configurations.Specifications and features may also change from time to time.