Next Generation Contact Center Solution For Telecom Companies

contact-center-solutionsWith the advent of technology, the world is getting to be a smaller place. It is easier to get in touch with people sitting even halfway across the world, be it friends, family or customers. Progress at such high speed also increases the complexity of handling communication processes, such as Contact Centres, BPOs, etc. Today, organizations are constantly on the lookout for solutions to improve the efficiency as well as security of their communication channels with their customers. These processes can be boosted to not only help organizations and their customers’ interactions but also to pass and collect messages selectively, store critical information and intelligently cut down costs while providing value for money.

Telecom companies today know that customer experience is going to be the key differentiator for competition, today customers want companies to value their time, so going for a unified contact center solution makes sense for all Telecom companies.

The InterDialog Unified Contact Centre Suite by Teckinfo is a Contact Centre Solution that provides an end-to-end solution for tackling common organizational requirements such as Lead Management, Data Capture and Online/Offline Verification, among others. This solution has also been configured by Teckinfo to fit the industry standards perfectly. The InterDialog UCCS can now take care of end-to-end processes for the sale of sim cards, value added services as well as prepaid and postpaid connections. It also caters to various customer needs such as change in tariff plans, activation/deactivation of any value added services, customer complaints, etc.

The InterDialog UCCS creates a database of customer information which helps in online verifications, targeting the right kind of customers for campaigns to maximize impact and to address their issues as quickly as possible. In addition, it also maintains a database of agent productivity and works intelligently towards improving this. Factors such as Average Handling Time, Wrap Up Time and Productive Time play an important role in these decisions. Apart from these, the InterDialog UCCS also maintains the collated data under tight security with access granted according to selective permissions to ensure data integrity and high level privacy.

Each field visit costs the telecom companies a lot of money, so going for a solution like InterDialog UCCS that provides consistent customer experience across all channels like voice, video, email, chat or social media and resolves customer issues faster is the need of the hour.

Written by Prashant Tiwari, Teckinfo Solutions Pvt. Ltd.

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Automate Dialling – Enhance Bottomline

predictive-dialerPredictive Dialing is the process that automates the handling of failed calls. Sounds simple enough until you read the stats. It is noted that on an average, for every one hundred calls dialed manually, only fourteen will be connected to the right person. So what happens to the rest of the calls?

Out of a hundred,

Twenty five will ring but will get no reply.

Ten will get the busy tone.

Thirty will be directed to an answering machine.

Five will receive a recorded message from the telephone company.

Fourteen will be answered but not by the intended person.

Two will be fax or modems.

From these figures, it isn’t hard to deduce that  dialing manually needs some action to be taken on all of the failed calls, even if only to make a note of the number for a call back later on. This is bound to be a tedious task, especially if handed over to a single person to perform. To ensure high efficiency and low risk of human error, we use Predictive Dialing. It not only allows the automation of handling of failed calls but also works to enhance an organization’s outbound and inbound operations.

While cost benefits are a huge incentive for many organizations. Potential productivity gain is also quite often enough to convince them into adopting the Predictive Dialing Technology. The financial benefits are more prominent in the collections and telemarketing departments where the math is obvious.

Apart from the cost, there are other benefits that are less easily quantifiable, but equally viable.
The strategy for dealing with each type of failure and the relevant follow up action is set by a campaign supervisor and can be modified as the campaign progresses. Based on the above figures, it is safe to say that productivity improvements of 300 to 400 percent (and above) are easily achievable with payback periods measured in months, not years.

A host computer provides the Predictive Dialer with lists of telephone numbers to be called, together with basic information on the customer. The dialer dials the outgoing calls, striving to always have a call answered as an agent becomes available to take the call. As a call is answered, the dialer connects the telephone call to the agent headset and displays customer information on the agent’s screen. This instantaneous synchronization of voice and data is often referred to as Screen Popping. The information displayed can vary between simple customer information to a collection of scripts that enable an agent to structure the entire conversation.

Advanced Predictive Dialers aka Call Management Systems employ easy-to use GUIs to monitor and control dialer operations. One of the more critical tasks of the control operations is the ability to manage the pace at which the predictive dialer will place calls.

Even the casual observer can appreciate that Predictive Dialing is a productivity tool that can enhance not just an organization’s outbound processes but inbound as well. Predictive Dialers deserve close examination and consideration by organizations that want to establish and build efficient, effective relationships with their customers while enhancing bottom-line results.
Teckinfo’s InterDialog Dialer works not only in Predictive mode but also the Preview , Voice Blaster or Power mode based on the requirements of the process.Teckinfo has now boosted this solution and introduces the new and improved InterDialog Dialer. This solution now works more intelligently and independently than its previous version. It not only ensures high utilisation of the agents and runs various algorithms but also runs various types of algorithms, such as Time and Day based attempt, Number based attempt and Maximum attempts, for advanced dialling, to ensure maximum percentage of answered calls. The new Dialer also has a massive CRM repository, Time Zone sensitivity and aids cost cutting by features like Least Cost Routing. The upgraded InterDialog Dialer will integrate with the existing organisational system with close to no effort and improve, by a large margin, the way the customers are engaged for organisational campaigns.

Written by D. Yuvaraaj, Teckinfo Solutions Pvt. Ltd.

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