Aspect Unison Predictive
Dialler
Ninzi-Connect is the local distributor for the Aspect
Unison Predictive Dialler, a solution for automating the
dialling process in call centres where agents need to
contact large numbers of customers. Unison is ideal for
large volume debt collection and telesales operations.
Main features
Unison operates on customer
provided lists of who to contact and automatically dials
all available numbers for each entry in the list until
the call is answered then switches the call to an
available agent and populates their screen with the
customer’s details.
While the agent is busy with the current call, the
system will start dialling to contact the next customer,
ensuring that the next call is waiting for the agent as
soon as they are ready to handle it.
Non-contact calls such as busy, no answer, wrong
numbers etc, are handled by Unison to allow agents to
spend more time interacting with customers.
The non-contacts are re-dialled automatically by the
system as often and as many times as specified by the
system administrator until a contact is made.
This automation process typically increases the time
call centre agents spend interacting with customers from
30% to more than 90%, with the corresponding improvement
in collections or sales.
Management features
The system provides
supervisors with real-time graphical displays, allowing
them to monitor agent performance throughout the
campaign and provides detailed reporting for historical
analysis.
Supervisors can monitor calls without the agent or
customer knowing, coach the agent to assist them without
the customer hearing or enter into a three-party
conference call with the customer, for example in the
case of a dispute.
Major users of Unison Predictive Diallers
The Aspect Unison Predictive Dialler is currently being
used by numerous large SA organisations such as First
National Bank , Standard Bank, Edgars, MultiChoice,
Vodacom, MTN, African Bank and Eskom to automate their
collections and marketing operations.
Ninzi-Connect
Our specialist consultants
assist customers to integrate the Unison Predictive
Dialler with their existing voice systems, networks and
back-office legacy systems without changing the way
agents interface with customers. Ninzi-Connect has ten
years experience in delivering predictive dialling
solutions in high-volume outbound dialling environments.
Features and benefits
- Delivers up to 400% more live contacts to calling
campaigns allowing your sales or collection process to
operate far more effectively with much less agents.
- Increases agent productive time from 30% to more
than 90% making best use of your agent’s time and
reducing costs.
- Return on investment typically in under a year and
in some cases a few months.
- Totally scalable from 10 to many thousands of agents
allowing customers to expand their system only when
business requires it.
- Implementation typically completed within six to
eight weeks of purchase and the system will integrate
with any existing PBX and network.
- Computer Telephony Integration included as part of
the system implementation provides screen pops with the
called customer details to reduce call handling time and
improve the agent/customer interaction.
- A full range of optional modules and reporting
systems allow optimisation of the system to suit the
business environment. Modules include LYRICall, a
browser based graphical scripting application that
guides call centre agents through prescribed
interactions with customers depending on customer
account contents, responses etc.
- Unison is certified for direct connection to Telkom
and GSM networks.
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