Tools

Phonecom has developed a platform consisting of an 80-station VPN network connected to an AVAYA IP telephone switch featuring Preview Dialing functionality. Call scripts and database management are handled by an in-house CATI (Computer-Assisted Telephone Interviewing) application named T.A.O. — for ‘Computer-Assisted Telemarketing’.

This software allows the designer to create the action, via a user-friendly interface:

• The conduct of scenario (generator text screens);
• Displaying data / variables;
• Data entry in real time (dynamic drop-down menus for closed questions or not limited to open-ended questions input areas);
• Referrals (referral based on drop-down menus, screens treatments on files or data captured in real time);
• Consistency tests during the course of the script.

The fixed layer of software offers a battery of standard procedures for:

• The code for all stages in the progress of a call;
• Handling callbacks and unanswered calls;
• Analysis of instantaneous frequency of the paths in the script or data entered during calls;
• Analysis of individual and collective activity.