In Brief Outbound Inbound Dialer Custom Hosted Dialer

Hosted Predictive Dialers

IN BRIEF

Hourly billed hosted dialer with no monthly minimums
No setup cost - Zero Capex
Low setup time, can be up in under an hour
Uses less than half the bandwidth of inhouse dialers
Can use readily available broadband connections
Demo available, click on call me

"Predictive Dialer @ Rs25/hr!"

Trikon provides hosted dialers for Rs25/hr with no monthly minimum. These use half the bandwidth of Inhouse dialers and are able to use cheap broadband connections. Hosted dialers virtually eliminate startup time and cost.

Benefits of Hosted Dialer

Benefit	Explanation
Low cost	Dialer costs just Rs25/hour of use. Assuming an 8 hour shift for 22 days a month, the dialer will cost you just 25x8x22=Rs4,400 per month! Dialer has stop/start button in your web console.
Low investment	You need to purchase just Rs10,000 of talktime from us and we will setup the dialer for you free. We will also provide 2 hours of free training to your dialer administrator.
Low setup time	Dialer can be ready for use in less than an hour. Also, since it can use readily available broadband connections you will not be delayed by the lengthy procedure of applying for a leased line.
Low bandwidth	Predictive dialers dial more lines than there are agents. Inhouse dialers consume your bandwidth for those extra lines, whereas hosted dialers do not. See below for details.
Cheap bandwidth	Hosted dialers can use cheap and readily available broadband connections, whereas Inhouse dialers require leased lines that are bit-for-bit more expensive.

Hosted Dialer Details

Hosted dialers at Rs25/hr for 10 agents with no monthly minimum charge.
No setup cost - Zero Capex.
Your online console has a page to start and stop your dialer.
Dialer can take maximum of 10 agents at 2.5 dialing ratio.
Each dialer can dial 30 lines simultaneously for all agents.
Perfect for startups, special purpose campaigns, pilot campaigns.
Dramatically lower bandwidth cost.
We offer minutes in 2 rate decks for your dialer. USA, Canada and UK LL at Rs0.39 - Rs0.49/min.
Incoming numbers from Rs189/month.
No monthly minimum spend, no contract.
Free 24x7 telephonic support.
Demo available, click on call me.

Scaling from 10 agents to 55

10 seat servers can be combined into a multi server setup.
Each additional server gives you added capacity of 9 agents. E.g. 3 servers get you 28 agents.
Upto 6 such servers can be added together for a total capacity of 55 agents.
Each server is separately charged at Rs25/hr. E.g 3 servers will cost Rs75/hr.
All agents log into the "master" server. The slave servers are used only to configure the agent phones.
All administrative work can be done with just the master running, except for downloading the recordings.
All servers need not be running at all times. Use this facility when you have less agents.
USD90 setup cost per slave server, no setup charge for the master.
Your online console has a page to start and stop all your servers.
Each server can dial 30 lines simultaneously. E.g. 3 servers will let you have 90 lines for 28 agents.
You can add slave servers as your campaign picks up speed, letting you add capacity in small steps.
Send your scaling requirements to servicesownmail.com.

Scaling from 40 agents to 220

Your 10 seat server can be converted to a 40 seat one charged at Rs125/hr with a one time setup cost of Rs8,989.
40 seat servers can also be combined together for a maximum capacity of 220 agents. Each slave adds 36 agents.
Each 40 seat server can dial 3 lines per agent simultaneously. E.g. 3 servers will let you have 336 lines for 112 agents.
This is the recommended configuration for more than 37 agents.
Send your scaling requirements to servicesownmail.com.

Use of Hosted Dialer

After subscribing for the required talk time, we will setup a hosted dialer for you
You will get a online console in which you can start and stop the dialer.
After clicking on start, the dialer is functional in about 1 minute
Your online console also has the link to administer your dialer
The same link allows your agents to log in
Once you setup your dialer, the configuration stays even after stopping it
You are billed for whole hours between starting and stopping the dialer
Demo available, click on call me

Bandwidth for Hosted Dialer

Predictive Dialers dial more lines than there are agents, because most calls are not answered or land in voice mail. Predictive dialing thus uses much more bandwidth than manual dialing. The ratio of lines dialed to agents is called pacing ratio in dialer terminology. If pacing ratio is 2.5, and you have 10 agents, the dialer will dial 25 calls simultaneously. This is explained in the diagram.

If the dialer is in your premises, you must cater to bandwidth for 25 calls, whereas if it is hosted with us, you need to cater to just 10 calls.

Dialer Requirements

To use the dialer, you need the following:

Desktops with firefox browser for each agent. See solutions we provide for this
Softphone and head set for each agent. Use X-Lite®. Its free!
Hardphone for each agent as alternative for Softphone.
Hardphone = ata or channel bank + dial pad + headset. See ata we provide
Bandwidth of 30kbps/agent. This can be a leased line or broadband.
Dialer operator with past experience in administering dialers
Codec is speex on agent phone (X-Lite or similar)
The upload speed of broadband is to be considered; usually is 256kbps
Click here and here to measure your upload speed
Multiple broadband connections can be used in parallel
Bandwidth must not be shared with data downloads/uploads
Administration manual is optional, charged separately at Rs5000

Dialer Features

Based on Vicidial®, the world's most popular dialer
Inbound, Outbound and Blended call handling
Outbound agent-controlled, broadcast and predictive dialing
Full USA FTC-compliance capability
Web-based agent and administrative interfaces
Ability to have agents operate remotely
Integrated call recording
Three-Way calling within the agent application
Scheduled Callbacks: Agent-Only and Anyone
Open-Source AGPLv2 licensed, with no software licensing cost

Full Dialer Feature List

Ability for an agent to call clients in succession from a database through a web-client
Ability to display a script for the agent to read with fields like name, address, etc. filled-in
Ability to set a campaign to auto-dial and send live calls to available agents
Ability to dial predictively in a campaign with an adaptive dialing algorithm
Ability to dial on a single campaign across multiple Asterisk servers, or multiple campaigns on a single server
Ability to transfer calls with customer data to a closer/verifier on the local system or a remote Asterisk server
Ability to open a custom web page with user data from the call, per campaign
Ability to autodial campaigns to start with a simple IVR then direct to agent
Ability to broadcast dial to customers with a pre-recorded message
Ability to park the customer with custom music per campaign
Ability to send a dropped call to a voicemail box per campaign if no agent is available
Ability to set outbound CallerID per campaign
Ability to take inbound calls grabbing CallerID
Ability to function as an ACD for inbound and fronter/closer verification calls
Ability to have an agent take both inbound and outbound calls in one session(blended)
Ability to start and stop recording an agent's calls at any time
Ability to automatically record all calls
Ability to manually or automatically call upto two other customer numbers for the same lead
Automatically dial unlimited numbers per customer until you get an answer
Ability to schedule a callback with a customer as either any-agent or agent-specific
Ability in Manual dial mode to preview leads before dialing
Ability for agents to be logged in remotely anywhere with just a phone and a web browser
Faster hangup and dispositioning of calls with one key press (HotKeys)
Definable Agent Wrapup-time per campaign
Ability to add custom call dispositions per campaign
Ability to use custom database queries in campaign dialing
Recycling of specified status calls at a specified interval without resetting a list
Dialing with custom TimeZone restrictions including per state and per day-of-the-week
Dialing with Answering Machine Detection, also playing a message for AM calls
Multiple campaigns and lead-lists are possible
Option of a drop timer with safe-harbor message for FTC compliance
Variable drop call percentage when dialing predictively for FTC compliance
Internal DNC list can optionally be activated per campaign
All calls are logged and statuses of calls are logged as well as agent time breakdowns
Load Balancing of call across multiple inbound or outbound Asterisk servers is possible
Agent phone login balancing and failover across multiple ViciDial servers
Several real-time and summary reports available
Real-time campaign display screens
3rd party conferencing(with DTMF macros and number presets)
3rd party blind call transfer
3rd party conferencing with agent drop-off
Custom Music-On-Hold and agent alert sound for inbound calls
Estimated hold time, place in line, overflow queues and several other inbound-only features
Skills-based ranking and call routing per inbound group(queues) and campaign
Queue Prioritization per campaign and inbound group
Single agent call queueing
Ability to set user levels and permissions for certain features and campaigns
Ability for managers to listen-in on agent conversations
Ability for managers to enter conversations with agents and customers
Ability for agents to select a Pause Code when they are not active
Ability for agents to control volume levels and mute themselves
Agent shift enforcement by day and time, defined per user group
Full QueueMetrics-compatible call logging, inbound and outbound
Several Vtiger integration features: user-sync, account-sync, data interconnection
Full integration with Sangoma Call Progress Detection(CDP) for better Answering Machine Detection(AMD)
Multi-function web-based agent API allowing for control of agent sessions including click-to-dial outside of the agent screen
Lead import web-based API
Web-based data export utilities
Separate Time-clock application to track user work time
Web-based administration
DID, phone and carrier trunk provisioning through the web interface

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