Features of GaleStream Call Center Telemarketing & CRM solution.

1. Hosted Call Center Telemarketing Solution Features
At Home Agents
Automatic Call Distribution
(ACD)
Campaign Management
Predictive dialing
Time zones and call
scheduling
Database management
Customers logs and data
Agents monitoring
Reporting and recording
Voicemail (under development)
Interactive voice response
(IVR) (under development)
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2. At Home Agents
With GaleStream Call Center Service call center software you can staff your call center with at
home agents using VoIP (Voice over Internet Protocol). We understand how difficult it is to find
and keep great agents. Recruit agents from anywhere in the world and let them work from home!
Your geographically dispersed agents will be managed as if they were all in one location.
Supervisors and Administrators can easily monitor their remote agents as effectively as if they
were in the same building, by listening to recordings, viewing their real-time performance
results. At home agents need nothing more than a windows-based PC, a high-speed internet
connection and a USB headset. You will achieve optimal voice quality giving the agents and
customers the highest voice quality possible for each connection.
At home agents connect to your GaleStream Call Center system using VoIP, utilizing this latest
technology you can reduce your monthly usage costs. At home agents simply log into the web
application and start taking &/or receiving calls with screen pop.
Automatic Call Distribution (ACD)
GaleStream Call Center Service easy-to-use ACD technology helps you to ensure that calls are
delivered to the right agent at the right time. ACD is the programmable system that automatically
answers calls, queues calls, distributes calls to agents, plays delay announcements to callers and
provides real-time and historical reports on these activities.
With support for ACD queues call centers have the flexibility to prioritize inbound call traffic to
maximize their business results.
By utilizing GaleStream Call Center Service’s ACD you will fulfill your callers’ expectations as
they enjoy a seamless and consistent experience from the moment they are in touch with your
company. And, you will be confident knowing that your business objectives are always
considered when routing inbound traffic to agents.
Campaign Management
GaleStream Call Center Service allows you to manage multiple simultaneous outbound, inbound
and blended campaigns through an easy to use web interface. You can start and stop campaigns
and assign or remove remote agents real time.
Predictive dialing
Many call centers and businesses that make a significant number of outbound calls have
struggled to maintain productivity levels. Without using predictive dialers, call center agents and
other employees must manually call customers. More often than not, time spent making manual
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3. phone calls is wasted as calls are diverted to answering machines, costing the business in lost
productivity and wages.
Predictive dialers do it all for you automatically: it is a system of outbound calling that dials
without the agent on the line across multiple campaigns. Our system dials the phone, listens and
when a live "hello" is detected, automatically transfers the call to an available agent. The dialer
places numerous calls simultaneously, checking each number for a live "hello" or for another call
disposition. If the call is busy, no answer, answering machine, etc., the dialer either discards or
reschedules the call, then dials another number. The dialer is predictive because it anticipates
when the next agent will become available, and when the next "hello" will be detected.
Optimized call disposition menus allow you to earmark successful calls, follow up on “call
again” customers, as well as maintain “best time to contact” and “do not call” lists for customer
comfort and regulatory compliance.
Time zones and call scheduling
It is very important to not disturb customers in a wrong time during outbound campaigns.
GaleStream Call Center Service allows to schedule “call later” calls and automatically distributes
all calls by time zones. Set your desirable time range for every campaign and be sure that
customers will not get calls at wrong time wherever they live.
Database management
After purchasing GaleStream Call Center Service build a customized database for your call
center in addition to a built-in databases. Define objects, attributes, dispositions, listing priorities,
sources and appearance. Create and assign groups, sort and filter data according to specific needs
of your campaign, analyses or reports. Set and revise data update procedures, whether manually
or automatically. You can easily export data tables to Excel sheets, create queries by numerous
parameters and save them for further usage.
Customers logs and data
With GaleStream Call Center Service you will ensure that every interaction with your customers
is logged. Your agents will be more productive, and your customers will be more satisfied with
their call center experience. Access data from different sources at a single point when you need
it, in the form and substance you define. Whether your agent is reaching out to a prospective
customer to generate leads or servicing an inbound customer service call, he/she has instant
access to the customer’s current profile and the complete history of customer interactions and
service issues. This helps your agents make just the right offers and generate more leads, or
service the customer faster and better.
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4. Agents monitoring
Call centers are dynamic environments: inbound traffic is constantly fluctuating, outbound lists
and campaigns change constantly, and the agent workforce is continually evolving. In order to
maintain predictability in a call center environment, managers must utilize historical information
that provides insights into trends and rising challenges.
While GaleStream Call Center Service’s call logging allows your supervisors to assess and
evaluate your agents’ performance in real time and on-the-spot, our comprehensive reporting
features and activity logs offer you the complete range of tools to track workforce productivity,
lead generation, the quality of customer support and maintaining customer relationships.
GaleStream Call Center Service’s reports are fully customizable and can integrate as much
CRM, call center or management-related information as you choose, to give you a better look at
agent productivity, lead generation or profitability issues
Reporting and recording
Real time and historical reporting are vital functions in every call center. GaleStream Call Center
Service provides multitude standard reports on Calls, Campaigns, Call Dispositions/Outcomes,
Dialing Lists, Users and Persons. Reports can be viewed within applications or exported into an
Excel spreadsheet for more detailed analysis and archival. Users can leverage the built-in reports
to view detailed information about every call, summarized information about campaign
performance and call outcomes, follow every person’s and every call’s history and get key
metrics of agent performance. In addition GaleStream Call Center software allows you to record
the calls between agents and customers, and review them afterwards. By adopting regular
reviews of voice recordings, your call center will deliver on your executives’ business objectives.
You will be able to ensure a consistent and quality customer experience, make agents more
effective and productive in sales and service, and improve customer loyalty.
Voicemail (under development)
Voicemail service is an asset for the serious business professional. Most people assume that a
company with voicemail services is a large successful business. For an individual or an entire
company, voicemail service with/without live operators is an effective economical way to
manage your office communications. With GaleStream Call Center’s integrated voicemail
functionality, callers can leave messages that can later be reviewed by agents and managed by
administrators. With this feature you will not miss any call.
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5. Interactive voice response (IVR) (under development)
IVR is a computerized phone system that enables a person, typically a telephone caller, to make
a selection from a voice menu. The selection is made using touch phone keypad entries or voice
responses. This interaction allows the individual to communicate with the phone system and thus
the computer system.
The phone system plays pre-recorded voice prompts and the person typically presses a number
on a telephone keypad to select the option associated with the voice prompt.
GaleStream Call Center Service IVR system supports outbound and inbound calls. In case of
outbound calls, for example, informing a customer about subscription expiration, announcing a
new product update, or notifying a customer that an order is shipped. As with outbound, IVR
system can handle inbound calls before they get routed to live agents. The same type of scripts
that operate with outbound can greet callers and provide them with a list of choices.
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Anna Mkrtchyan
Marketing Specialist
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GaleStream Ltd