As the market leans towards the demands of the customers, more and more businesses are realizing the importance of customers. Call centers, which base its operations on business affairs, have become the response to the demand to satisfy customer needs, providing services about business processing, consulting, and complaints for incoming client calls. However, the market competition has evolved from passively waiting for calls, to actively call to customers, in order to effectively retain old customers and create new ones.

Octon Outbound Solution provides a complete outbound service solution. The system searches through a client database derived from a given criteria to create calling lists and initiates an outbound campaign based on a scheduled procedure. According to business strategies, it will automatically initiate the dialing operation and automatically retrieve all customer data for the agent to peruse when conversation is made, ensuring voice and data are in synch.

Octon Outbound Solution will also record and reassign calls to which the calls were not answered (busy or no response) and set a new time in which it for redial. These automated procedures greatly bolster a call center's efficiency, achieving an excellent interaction between customers and agents.

Octon Outbound Solution outsourcing service has an extremely flexible solution, in which clients can lease any number of agents or equipment at will, to provide others outsourcing services creating greater added profits to companies.

• MMCM: Initiates outbound procedures, gains customer information through accessing back-end database, and controls outbound campaigns. It also has a visualized outbound campaign configuration environment.
  
• IMMR: Call flow controls for outbound requests with IVR capacity which simultaneously with advanced call progress control.
  
• iFlow: Script file translator that provides outbound specific services and can serve multiple IMMR at once.
  
• iScript: Provides a graphic visualized call flow editing environment.
  
• iAccess: Database or other system access channel.
  
• MMLS: Server that records system events.
  
• Integrated with traditional PABX like Avaya or with MMIP (Multimedia IP PBX).

System Capabilities

- Visualized Campaign Assignment

The client can update, edit, delete, copy, delete, and perform other managing functions provided by the visualized environment of the system.

- Scripted Outbound Campaign

When campaigns are given, the client must choose the necessary script flow for Outbound. A script flow which can accomplish multiple assignments has a higher usage rate. The client can renew or replace script flows and not influence currently running script assignments according to outbound service needs.

- Automatic and Dynamic Scheduling

According to configured outbound campaign scheduled requests, predefined algorithms, rules, and campaign priorities based on rankings, the system can automatically and dynamically reschedule, optimizing the use of existing resources.

- Automated scheduled Dialing

According to the scheduled times, concurrent outbound campaign scripts are automatically acquired from the database, along with corresponding client information, which are set aside in a waiting queue. If an Outbound campaign's designated channel is idle, then after the script file starts up the campaign is executed.

- Advanced Call Progress Detection

After dialing the system will detect customer's answering status, which may be answering, fax tone, auto-operator, busy tone, no answer, and the like.

If the Outbound campaign needs agent support, prior to the call, availability of an agent is checked for. If the customer requests an agent response, then according to the routing rules, the call will be transferred to available agents.

- Redialing Control

According to user set-up, automatically recreates a list of outbound calls from failed attempts (busy, no answer, etc.) and effectively initiates redialing control. This includes two modes: (1) after the failed call, immediately initiate redialing control; (2) after all campaigns grouped in the script are executed once, failed campaign calls are redialed.

- Automatically Adjusts Inbound and Outbound Calls.

When incoming calls reach a peak level, the system automatically reduces number of outbound calls. The opposite is true when there are less incoming calls. This allows the call center to reach maximum work efficiency at all times, greatly boosting a business' revenues.

- Real-time Monitor

Campaign Manager provides the manager all real-time information for outbound campaigns, including the outbound assignment status, number of concurrent campaigns, and other information, to provide reliable data for better scheduling of calls in the future.

- Log Record

The system can record all outbound campaign procedures and results on the MMLS.

- The Perfect Integration With Call Centers

Octon Outbound solution can conveniently integrate with the call center, for example: agent screen can automatically pop-up, and before the phone rings, the screen monitor will pop-up related customer information, including the customer's basic information, call history, and other related records, which the agent can use accordingly in aid of service with the customer. Also: if the incoming call is transferred to another agent, all said information of the customer is also transferred. This means the customer does not need to restate their personal information and the agent can focus on serving the customer, elevating customer satisfaction levels.

System Advantages

- Efficient Processing

Supports Campaign Manager, Outbound Manager, IMMR, and iFlow, and allows all to run simultaneously, with system fault tolerance and real-time back-up copies.

- Easy Development

The system utilizes a modular design method and scripted campaign configuration, making the development of an outbound system easier and faster.

- Strong Expandability

The modular design makes adding on new systems and expanding existing systems more convenient.

- High Success Rate

Agent status information and redial control can effectively increase the success rate of outbound systems.

- Specialized Training Unnecessary

For an agent, an outbound call's service procedures are no different than an inbound call, eliminating the costs for training and lowering the unwillingness for employees who work in a call center.

- Reduced Costs

Dial procedures are fully integrated, reducing the costs of system hardware setup and other resources.

- Broad Application

Supports both distributed and virtual call center structures.

- Quality of Service Assured

Auto-outbound function can greatly reduce monotonous workloads for agents, ensuring higher quality of service for the customer.

- Workload Balance

Automatically adjusts input and output calls traffics, creating call center systems with balanced workload and efficiency.

- Accustomed For Outsourcing

The system uses an open and distributed architecture, allowing each channel to be quantified as a unit to create scripted flow, resulting in a seamless integration with the customer information database. This provides telecom businesses different degrees of outbound services with plentiful technical preparation.

System Applications

Octon Outbound Solution can create organized outsourcing services through computer, telephony, and like telecommunication technologies, such as:

• Business or corporate new product introduction, promotion, discount information, and like marketing activities, in addition to product sales support.
  
• Bank or telecom business affairs, such as notices, business initiation, and automated fee reminders.
  
• For specific customers, planned telemarketing and database marketing.
  
• Customer after-sales call and providing specific customers their services.
  
• Short term market investigation, market test, public poll, election voting procedures, and the like.

System Requirements

Supports standard PC Hardware

Supports SS7, ISDN, H323, SIP protocols

Supports E1 and T1 interface

Supports a variety of database systems, such as Oracle, Sybase, and SQL Server

Supports Windows, Mac OS X and Linux

Supports IP PBX from or TDM based PBX