Predictive Dialler Brochure

Hosted Dialler
Solution
Telephone: 08000588852
Fax: 01792905059
Web: www.BlueTelecoms.com

Hosted cloud dialler
We understand that your contact centre’s operations team require proactive, scalable, end to end
solutions to monitor and manage your customer contact.
You shouldn’t have to change your processes to fit a dialler solution. The dialler that you chose
should be flexible enough to fit into your business and increase productivity from the get go.
Blue Telecoms hosted dialler does just that. It’s a powerful predictive dialler which has been
designed to automate the process of handling large volumes of both inbound and outbound calls,
and to follow the workflow as defined by your business practices.
The dialler uses complex pre-configured algorithms mixed with an array of user defined options to
minimise the time that agents spend when waiting between conversations, and make sure that
customers are dealt with quickly and efficiently.
It also ensures that you comply with Ofcom regulations for telesales and marketing, and also has
the ability to make sure you are TPS, ICO, PhonePayPlus and FSA compliant as well.
Introduction

Multiple data centres
worldwide
Strict criteria for data
centre security and
redundancy
Reliable and fast data
carrier backbones
Underutilised state of
the art network
Blue Telecoms hosted dialler is hosted in multiple next
generation data centres. We use multiple different data
centres and suppliers, which ensures both redundancy and
failover as well as our servers being closer to our
customers. We currently have servers in Manchester UK,
London Docklands UK, Roubaix France, and Houston US.
All our data centres meet a minimum criteria of:
 Redundant power feeds
 Maximum temperature of 24’C
 UPS protected power supply
 Automatic diesel backup generator failover
 Maintained 230 Volts supply
 VESDA smoke detection system
 FM200 gas fire suppression system
 24 Hour on site security officers
 Two factor authentication
 10 points of security between front door and servers
 100% CCTV coverage
 Intruder detection and alarm systems
Our data network is built to provide the reliability and
speed to ensure voice services operate to the highest
standard. Standard data networks are sometimes not
enough to ensure optimal voice quality, and so the
connection between the data centres and our servers must
meet the following criteria:
 Maximum of 70% traffic load
 Maximum of 36ms ping within EU
 Maximum of 100ms ping outside of EU
 Multiple carrier backbones
Our data centres

Low start-up costs
Overall cost effective
solution
Boosts agent
productivity
Ensures redundancy
Improves call handling
Allows multiple sites to
be connected as if they
were in the same office
Blue Telecoms hosted dialler uses multiple tools and
features to help your agents talk to as many people as
possible and handle each call productively.
By using a hosted solution, the dialler is scalable to
hundreds, or even thousands of agents without the need to
purchase expensive additional hardware, licences and pay
hefty consulting and support fees to ensure a smooth
upgrade.
You only pay for what you need, when you need it, and
you’re not tied into any long term contracts or left forking
out for a solution which doesn’t suit your business.
Nor do you have to pay expensive line rental fees or wait to
have additional lines put in as you would with older
solutions such as ISDN.
Advanced reports give you instant access to up to the
minute information on the performance of your agents,
campaigns, customers and contact centre as a whole, so
you can improve the small things to get big results.
Because the dialler is internet based, it can be easily used
anywhere you have a stable internet connection, and can
even be configured to connect to landlines or mobiles
where there isn’t a reliable internet connection.
The agent interface is completely web based and the layout
has been designed to ensure it is fast and easy to use, with
a low learning curve.
The management interface is also web based and offers the
ability to configure hundreds of options and settings, view
reports and manage your campaign from an array of
devices anywhere in the world.
Hosted dialler overview

Manual, Progressive or
Predictive dialling
Ofcom and ICO
compliant DNC list
Call back scheduling
Transfers and
conferencing
Dialling methods
Our hosted dialler offers you a choice of manual,
progressive or predictive dialling.
That means you can either chose to let the agent control
when the next call takes place and view the customer
information beforehand, or let the system automatically
start dialling several numbers when the agent is ready to
take a call.
Do not call list
Customers who do not wish to be contacted again can be
added to an instant do not call list that complies with
Ofcom and ICO regulations.
Individual DNC numbers can be applied system wide or to a
certain campaign either at the end of a call by disposition,
manually through the admin interface, or if using voice
broadcast, by pressing a key during the call.
Call back scheduling
Agents can set a date and time that’s best to call back a
customer.
The call back can either be agent specific, group specific or
go to any available agent, meaning the customer will be
contacted by someone who is best suited to deal with
them.
Transfers and conferencing
Agents can transfer and conference calls quickly with just a
few clicks on the agent screen.
This allows calls to easily be transferred to a manager,
another agent, a quality control team or even hot keyed to
another department or company if required.
Call features

Music on Hold
Wide range of call
recording settings
Call dispositions and
handling
Music on hold
You can easily upload music to the dialler to be played
while callers are on hold or in a queue. Different playlists
can be applied to different campaigns or call types.
You can even define a live stream to be played, which could
be a news broadcast or live radio station.
This feature is also great for playing your company promo’s
or important messages to callers while they wait.
Call recordings
The dialler has the ability to record calls according to your
preference. It can be set to automatically record all calls,
record only certain types of calls, record a certain
percentage of calls or to only record calls when the agent
tells it to. Call recordings can also be paused when the
agent is taking sensitive information.
Recordings are then encoded into multiple formats for
instant listening, and can be automatically backed up to
multiple servers.
The dialler also has an intelligent feature built in to delete
calls after a set period of time, recycle space if the server
runs out of space, or to automatically delete recordings
which are of no use to you, such as answering machines.
Call dispositioning
Once the call has ended, the agent is given the option to
choose what happened with that call and to provide any
further notes that could help with future calls.
Call dispositioning allows the dialler to manage data more
efficiently as well provide detailed reports to managers.
Custom dispositions can be setup based on your
companies criteria.
Call features

Custom process
management and
triggers
Call monitoring and
intervention tools
Answer Machine
Detection
Process management
Processes can be setup to trigger either automatically or
manually. These could include an SMS or email being sent
to the customer, or a process being triggered on your
companies CRM.
Dynamic details can be included in the process, so for
example an email could be sent to the customer after a call
if the call was a sale giving the agents details, and filling in
a template with the customer’s details and the product
options they have chosen.
Call monitoring and intervention
Call monitoring allows a supervisor to listen into a call live,
and if required either whisper to the agent or inject
themselves into the call with the agent and customer.
Answer machine detection
The dialler has the ability to detect answer machines, dead
numbers and busy tones automatically and quickly end the
call.
The dialler automatically detects most answer machines
around the world, however for those networks that don’t
follow standard practice of playing a silent tone before the
answer machine kicks in, a recording can be uploaded of a
standard answerphone message for each network that the
dialler will identify.
Call features

Inbound and Outbound
call management
IVR Features
Voicemail
Predictive dial speed
Inbound, outbound and blended
The dialler allows you to setup campaigns for inbound and
outbound calls, as well as blended campaigns that deal
with both.
Individual extensions
The dialler allows you to setup extensions that can be
linked to a hard phone, soft phone or even divert to a
mobile or landline phone.
This means even standard phone calls can be recorded and
allows advanced PBX features.
Interactive voice response (IVR)
Calls can be passed to an IVR on either an inbound or
outbound call.
IVR’s can be configured with interactive multi-layer menu’s,
voice recognition, and the ability to update customer
records or even pass the call to another IVR.
Voicemail boxes
The dialler allows users, groups and extensions to have
voicemail boxes.
Voicemail can be accessed either by dialling an inbox
extension, dialling into the dialler on a specialised number,
through the web interface, or can even be emailed to a
predefined email address as an MP3 or WAV recording.
Predictive dialling speed
You can configure the speed the dialler calls at to ensure
the right amount of calls are coming through, and to
minimise agent wait time.
It can also be configured to automatically choose the speed
based on the current answer success rate and average
agent wrap up time.
Call handling

Advanced campaign
management
Lead recycling
Agent scripts
Data handling
Data can either be uploaded manually in CSV, TXT or XLS
format or it can be automatically imported at set intervals
from a CRM, database or XML feed.
Campaign management
Multiple campaigns can be setup to allow you to manage
different products, teams, departments or have separate
teams for inbound and outbound calls.
Each campaign can have it’s own settings, databases and
phone numbers.
Lead recycling
The system can be setup to recycle leads that you were
unable to contact, or wish to contact again.
Lead recycling can be setup and tweaked to only dial a lead
again if it had a certain status such as answer machine, as
well as defining a minimum amount of time before that
number can be called again to comply with regulations
such as Ofcom’s maximum once per day contact rule.
Scripts
Scripts can be defined on a per campaign basis for the
agent to follow. The script can insert dynamic information
from the customers record as well as link to an external
webpage or CRM, so agents are always poised to handle
the calls effectively and following procedure and best
practice.
Advanced scripts can be setup allowing a flow chart with
options defining the next step in the call.
Campaigns

Real-Time Reporting
Inbound and Outbound
call reports
Agent reports
Time clock reports
The dialler has the ability to produce up to date and
detailed reports for a wide range of features.
Real-Time Reports
You can watch a live report showing call, agent and sales
statistics. See exactly what agents are doing, and how long
they’ve been doing it for, as well as their average call
handling times, sales and total calls taken.
Inbound and Outbound calling reports
 Inbound report
 Inbound report by DID
 Inbound service level report
 Inbound daily report
 Inbound DID report
 Inbound IVR report
 Outbound calling report
 Outbound summary interval report
 Outbound IVR report
 Fronter – Closer report
 List campaign statuses report
Agent reports
 Agent time detail
 Agent status detail
 Agent performance detail
 Team performance detail
 Single agent daily report
 User group login report
 User stats
 User time sheet
Time clock reports
 User timeclock report
 Group timeclock report
 Detailed timeclock report
Reports

PCI compliant payment
system
CLI Localisation
Live TPS Checking
PCI Payment system
By adding a PCI compliant payment system to the dialler,
you can ensure that your agents are not exposed to
customers payment information and that your company is
achieving the Payment Card Industry Data Security
Standard.
When the time comes to take payment information, the
agent passes the call to the PCI IVR. The customer then
enters their payment information and the call is then
returned to the agent.
The system is fast and easy to use for both the agent and
the customer.
CLI Localisation
As an Ofcom registered numbering provider, we can
allocate numbers from over 300 area codes in the UK. By
allocating multiple numbers and setting up our CLI
localisation system on your dialler, you can present a
number that is local to the customer you’re calling.
This can either be done by matching an area code or by
matching a localised number against post code data that is
uploaded to the dialler.
CLI localisation is proven to increase answer success rates
compared with dialling from a non-local number or an 08
number that the person being called doesn’t recognise.
Live TPS Checking
Blue Telecoms offers live TPS checking as you dial. This
means that regardless of how old your data is, you will
never accidentally dial a TPS registered number.
It also means that you don’t have to check your lists before
uploading them, and you don’t have to pay a per number
fee. We charge a flat fee which covers unlimited calls.
This allows you to be compliant with Ofcom and ICO
regulations without any additional work.
Add on features

CRM Integration
Database Integration
Custom development
Features development
Due to it’s modular design, almost everything on the dialler
can be customised to suit your workflow and integrate with
existing systems.
The dialler is written using open source solutions and
industry standard code.
Modules and features can be written for the dialler using
standard PHP, HTML, MySQL and Asterisk code, meaning
anyone qualified to use the above standards can develop
for it without having to learn new methods or software.
Of course, if you’d prefer to use someone who is familiar
with the system, or don’t have your own in-house
developers, we offer development of custom features and
software, as well as integration with your existing systems
for a fee.
The dialler has been successfully integrated with the
following systems:
 Microsoft Dynamics CRM
 Brightoffice CRM
 Salesforce
 vTiger
 SugarCRM
 Real Time Claims CRM
 ZOHO Office
 MySQL Databases
 PostgreSQL Databases
 MS SQL Databases
 Microsoft Active Directory
 Systems that use XML, SOAP or HTTP standards for
their API
 Cisco Call Manager
 Microsoft Sharepoint
 Microsoft Exchange
 Process Maker
 OpenBravo ERP
Development and integration

Access restrictions
User security
Network security
Database security
Call recordings security
Access restrictions
As a standard, all our servers are locked down to only be
accessible to IP addresses that have been authorised. This
means only people trying to access the dialler from one of
your authorised IP addresses or internet connections will be
allowed.
If this isn’t possible, due to you having a dynamic IP
address that changes regularly, or having home workers
who’s IP addresses regularly change, we can setup a VPN
system whereby a secure connection will be made from
either a single device or a network router directly to your
cloud dialler.
The connection will be authenticated based on a secure
username and password, and all traffic to and from the
dialler will be encrypted.
Users
Each user is given defined access rights and privileges on
the dialler based on either group settings or individual
settings.
You can restrict access to every part and feature of the
dialler, as well as set time based restrictions so that users
only have access to the dialler during their working hours.
Network based security
If the network you are using is open or part of a shared
network, we can implement HTTPS to encrypt all
information and traffic sent to and from the dialler.
Database
As a standard, only we will have access to the database
running the dialler. All usernames and passwords held in
the dialler are encrypted to an MD5 hash.
Call recordings
Call recordings are stored in a directory that is not
accessible without a unique key being generated. If further
security is required, these can be stored on an external FTP
server that is only accessible by authorised personnel.
Security

Scalable to any size
Redundancy setup
Backup and failover
options
Depending on the size and requirements of your company,
we can provide multiple solutions to ensure the scalability
and reliability you require. The two often go hand in hand.
Scalability
By clustering multiple servers together, we can create a
scalable system that grows on demand. You can start with
1 server to handle up to 50 agents, and if you decide you
want to expand past that, we can keep adding additional
servers to handle any number of agents.
As you scale up, we’ll also increase the amount of SIP
channels you can use to ensure you can always make the
amount of calls you need.
Redundancy
As with the scalability, when it comes to setting up a
reliable system, we prefer to ensure there is a backup to
everything.
Generally, from a server point of view if you wanted a
mission critical system for a hundred agents, we would
provide a solution like this:
1 Database server hosted in Manchester, UK
2 Call servers hosted in Manchester, UK
1 Database server hosted in Roubaix, France
2 Call servers hosted in Roubaix, France
The above servers would all mirror each other, so in the
event of one of them going down, the system would
automatically fail over to the other.
We would also set up links to more than one of our
interconnect servers for the same reason.
Further reliability can be achieved by adding additional
servers in different data centres, ensuring multiple failover
options in different physical locations and on different
networks.
Telephone numbers can also be set to automatically fail
over to alternative numbers in the event of contingency.
Scalability and redundancy

One of the most
advanced telecoms
networks in the UK
Ofcom licenced
numbering provider
Worldwide connectivity
We operate one of the most advanced telecoms networks in
the UK. By utilising cutting edge technology and
developing new methods of handling calls, we’ve been
able to build a reliable and advanced network that would
have previously taken millions of pounds to establish.
We run a worldwide Voice over IP network with end points
in multiple countries and have the ability to handle over
40,000 simultaneous live calls and process over 500,000
call requests at any given time.
Our network is built to handle high volumes of dialler
traffic, which most networks generally frown upon, restrict
or block completely.
Unlike most VoIP providers, we don’t charge per channel,
we don’t charge a minimum call fee, we don’t charge a
connection fee, and we bill on a per second basis.
Our network is built to be easily expandable, which means
we can add capacity within hours, not weeks or months.
By utilising a clustered cloud based system, we’re able to
ensure the best quality route of any call is always achieved,
with servers in over 5 data centres.
Our interconnect utilises a connection with BT Wholesale’s
IP Exchange, Telefónica’s IP Voice network as well as
multiple backup carrier grade suppliers to that allows calls
to be rerouted to another carrier within nanoseconds in the
event of a primary carrier failing.
We are an Ofcom licenced numbering provider, with
telephone number ranges allocated in 01/02 local
geographical area codea, 03/08 business ranges, 08
freephone ranges as well as premium rate 09 numbers.
We also have agreements with major DDI providers
worldwide to be able to provide international numbers
when required.
If you have an existing number you’d like to keep using
with our service, you can either port the number to our
network, or we can present the CLI on outbound calls after
we have verified proof of ownership.
Our voice network

Initial setup and training
options to suit your
company needs
Remote or onsite
training
At the initial setup stage, we provide three options:
Unmanaged setup
This is where we will setup the dialler for you, test it is
working and then pass it straight on to you to configure and
use. We provide training guides, a manual and training
videos as well as access to a knowledge base.
However we won’t provide you with assistance or training.
The unmanaged setup fee is dependant on the number of
servers you require.
Managed setup
With a managed setup, we’ll configure all the standard
features and aspects of your dialler for you. We’ll also setup
your users, groups, inbound call routing, campaigns and
upload an initial batch of data for you.
We also provide remote training via telephone and Team
Viewer, and provide you with a further 5 hours of support
that can be used within your first month.
The managed setup fee is dependant on the number of
servers you have, with an additional charge of £299 + VAT.
Onsite training
With our onsite training option, we will send a technician to
your office to configure your dialler and spend the day with
you and your staff, making sure you get to grips with the
dialler.
You will also receive unlimited support for your first month.
The onsite training fee is dependant on the number of
servers you have, with an additional charge of £799 + VAT.
Initial setup and training

Multiple support
packages
24 Hour emergency
support
Email, Ticket or
Telephone support
We’re on hand 24 hours a day via email or telephone to
deal with critical issues free of charge.
For general support, we provide several options:
Email and ticket support
£199 per month + VAT
You can send us unlimited emails and tickets via our
support portal. This includes data uploading, and general
changes to your dialler setup.
The SLA on this package is 24 hours.
2 hour block support
Our 2 hour block support includes unlimited email and
ticket support, as well as 2 hours of phone support.
The SLA on phone support is 30 minutes.
5 hour block support
Our 5 hour block support includes unlimited email and
ticket support, as well as 5 hours of phone support.
Per incident
£99 per hour + VAT
Our per incident support fee covers telephone support and
custom changes to your dialler. A minimum charge of one
hour applies, with further charges in increments of 30
minutes.
Virtual Administrator
Our virtual administrator package covers unlimited email
and telephone support, as well as proactive advice and
monitoring of your dialler.
Support

Recommendations:
Softphones:
3CX Softphone for Windows
SipLite Softphone for Windows
Zoiper Softphone for Mac or Linux
VoIP Hardphones:
Cisco SPA-303
Headsets:
Microsoft LX-3000 USB headset for
use with PC and softphone
Plantronics EncorePro Binaural for
use with Cisco SPA-303
Computer requirements
A PC capable of running a web browser will be required for
each agent. We generally advise the following
specifications:
Intel Pentium 4 or higher
1GB of RAM
20GB Hard Drive
Windows XP or higher
Phone requirements
You will require either a VoIP phone and headset or a
softphone client running on the PC along with a headset for
each agent.
Internet requirements
For each agent you have connected to the dialler, you will
require 175kbps of download and upload bandwidth.
You can test your speed by going to speedtest.net, and
dividing your download speed, and upload speed by 0.175
if in Mbps, or 175 if in Kbps.
Generally we recommend the use of a high bandwidth, low
contention internet connection such as the following:
ADSL Annex M
SDSL
Ethernet First Mile (EFM)
Fibre to the Cabinet (FTTC)
Fibre to the Premises (FTTP)
Leased Line
Call quality may suffer when using a standard contention
product such as home or business broadband.
We highly recommend against the use of a 3G connection.
Technical requirements

Predictive Dialler Brochure

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