Adaptive CTI

Adaptive CTI provides a link between your telephon system and your desktop computer.

Adaptive CTI is available in three versions: Basic, Standard and Professional.

Using you PC to control your phone calls is convenient and saves time. Using Adaptive CTI, you can easily answer calls, hold them and transfer them to other people. You can even see the status of other users and telephone extensions before you try to call or transfer a call to them.

Main features include:

• On-screen call control buttons.
• The ability to "see who is calling" before you answer the call.
• Screen-pops that are capable of popping any PC application using a keystroke macro.

Adaptive Desktop SMS

There are many reasons for a business to send SMS messages. SMS messages are cheap to send, quickly delivered and usually read within a minute or two of receipt.

Adaptive Desktop SMS enables you to write and send an SMS message from your desktop PC. With Adaptive Desktop SMS you can easily type and send a message to one person or to many people at the same time.

Main features include:

• An SMS message viewer that enables users to create and send SMS messages easily.
• Ability to send the same message to many people at the same time.
• A centralised message database and database search / audit tool.
• Ability to send messages using an SMS gateway service or GSM modem.

Adaptive Progressive & Predictive Diallers

Progressive and Predictive dialling can dramatically increase the number of effective telephone calls that tele-marketing staff can make per hour.

By automating the process of dialling, your people spend more time talking to customers and less time working out whom to call next, dialling the customer's number and waiting for calls to be answered.

Main features include:

• Ability to import cal lists from text files.
• Ability to configure call result codes, warp-up time and number of retries.
• Support for multiple simultaneous campaigns and multiple call queues.
• Choice of Progressive, Overdialling and Predictive dialling modes.
• Comprehensive real-time and historical management reporting.

Adaptive Messaging & Contact Centre

Adaptive messaging is a call centre message distribution and management system.

Main features include:

• Support for fax, email, SMS and Web "Call-Back" messages.
• Rule-based message workload technology that increases agent productivity.
• Skills-based routing and multi-channel work blending.
• Comprehensive management reporting.
• Centralised message database with comprehensive search / audit facilities.

When used with Adaptive CTI and Progressive or Predictive Diallers, Adaptive Messaging provides a total contact centre solution with:

• Inbound and outbound call blending; telephone and messge work blending.
• Automatic presentation of messages to the next available agent with the correct skills to process them.
• Management reporting of activity across al contact channels.

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