Products

BITS

Finally, for all existing call centre management problems, a complete, integrated, feature-rich call centre management solution.

Brownstone’s Integrated Telemarketing System (BITS) is a revolutionary, locally installed cloud-based call centre solution, providing total management and control over a fully automated and integrated call centre environment. Bits allows call centre agents to work from anywhere in the world, whilst providing full control required by management, as if the agents were located in the same room. Bits is a solution to many of the existing problems facing the outbound call centre industry.

Bits provides for the complete call centre environment, including dialling, recording, lead management, quality assurance, reporting, mini workforce management and sales capturing modules, all in one system. It removes open lists of data and prevents data cherry picking, data abuse and fraud, by dialling on behalf of the agent. It saves time, by automatically detecting no answers, voicemails, disconnected numbers and fax machines, which allows agents to spend more time talking to customers instead of waiting for customers to answer a call.

Bits offers real time reporting, which shows call centre team leaders, managers and owners, what each user is doing. Admin users are able to listen in on any live call, without the agent or the customer being aware, and the administrator or supervisor can join the call if appropriate, all without leaving their desk. Powerful reports give call centre team leaders, managers and owners all the information they require to make instant business decisions, from leads used to total calls made, from breakdown of call outcome to time spent on tea breaks, segmented per agent, per group of agents or per campaign.

Bits’ fully automated recording solution allows for all calls to be recorded from start to finish in an easy to retrieve format. Recordings are available immediately after the call has ended, allowing for instantaneous quality assurance or verification. Locating a specific recording is simple as Bits has a fully integrated lead recording search engine.

Bits supports many dialling methods, from click to dial, predictive dialling, adaptive dialling or power dialling. Power dialling dramatically limits leads wastage by dynamically altering the number of calls attempted based on factors such as the percentage of calls that have been made and have not been answered by a real person, an agents dial history, agents currently available and the number of calls not connected to an agent.

Strict security measures and data protection systems are in place and Bits ensures complete data privacy and prevents data theft or abuse. Bits is fully compliant with the proposed Protection of Personal Information Act (POPI) and the National Consumer Protection Act (CPA).

Bits includes a complete lead management tool, allowing data managers to view what is happening in real time. From loading new leads, to managing the existing leads, Bits allows the manager to automatically set up lead recycling, maximising utilization of all leads loaded into the system, allowing a manager to dictate when an alternative number for a lead should be dialled and ensuring maximum contactability from data.

Bits can be fully integrated with other CRM systems. Bits comes with its own capturing / CRM module which can be customized to meet the requirements of a campaign or data set. In addition, Bits is capable of interfacing with any third party sales system which allows for integration in real time.

Bits is designed to automatically backup both recordings and databases, to any system or storage device connected to the internet anywhere in the world. This is often a critical requirement for organisations that wish to limit their risk and exposure to loss of data due to any unforeseen disaster.

One of the remarkable benefits of Bits is its level of affordability. Bits is affordable for a start-up 5-seater call centre and scalable for a large 1200-seater call centre, with all features and benefits being accessible at both ends of the scale.

Given that Bits is a cloud-based solution, new call centres that wish to exploit the benefits of Bits do not have to wait for long periods for new installations, as Bits can be rolled out and staff trained at short notice.

BITS FEATURES

• Call clients in succession from a database through a web-client.
• Display a script for the agent to read with fields such as name, address, etc. pre-populated.
• Dial predictively in a campaign with an adaptive dialling algorithm.
• Transfer calls with customer data to a closer/verifier on the local system or a remote server.
• Open a custom web page with user data from the call, per campaign.
• Autodial campaigns to start with a simple AVM and thereafter direct to an agent.
• Broadcast dial to customers with a pre-recorded message.
• Set outbound CallerID per campaign or per list.
• Take inbound calls gathering CallerID.
• Have an agent take both inbound and outbound calls in one session (blended).
• Start and stop recording an agent's calls at any time.
• Automatically record all calls.
• Manually or automatically call up to two other customer numbers for the same lead.
• Automatically dial unlimited alternate numbers per customer until answered.
• Schedule a call-back with a customer to “any-agent” or “specify agent”.
• Allow agents to be logged in remotely (anywhere) with merely a phone and a web browser.
• Hang-up and disposition calls faster with one key press HotKeys).
• Add custom call dispositions per campaign.
• Use custom database queries in campaign dialing.
• Recycle specified status calls at a specified interval without resetting a list.
• Dial with custom Time Zone restrictions including per state and per day-of-the-week.
• Dial with Answering Machine Detection (AMD), also playing a message for answering machine calls.
• Allow for multiple campaigns and lead-lists.
• Optionally activate system-wide and per-campaign DNC lists.
• Log all calls and log statuses of calls including agent time usage.
• Real-time campaign display screens.
• Third party conferencing (with DTMF macros and number presets).
• Third party blind call transfer.
• Third 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.
• Set user levels and permissions for certain features and campaigns.
• Managers can listen-in on agent conversations.
• Managers can enter conversations with agents and customers.
• Managers can change the selected queues for an agent.
• Agents can select a Pause Code when they are not active.
• Agents can control volume levels and mute their line.
• Agents can view the statuses of other agents on the system.
• Agents can view details for calls in queue that the agent has been selected to take calls from.
• Agents can select and click to take calls in queue from their agent screen.
• Agent shift enforcement by day and time, defined per user group.
• Full Queue Metrics-compatible call logging for inbound and outbound calls.
• Provision for Vtiger integration features: user-sync,account- sync, data interconnection.
• Provision for 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 for web-based administration.
• DID, phone and carrier trunk provisioning through the web interface.
• Agent interface available in English, Spanish, Greek, German, French, Italian, Polish, Portuguese, Brazilian, Portuguese, Slovak, Russian, Dutch, Swedish and Traditional Chinese.
• Admin web pages available in English, Spanish, Greek, German, Italian, French and Brazilian Portuguese.

News Feed
  • The pending Protection of Personal Information Act (POPI) – which is expected to cut down on unwanted telemarketing calls – could inadvertently lead to as many as 35 000 jobs being lost in three years.
    more..
  • Brownstones analytical tools are now empowered by Business Optics, which is a cloud-based computational knowledge management system.
    more..