TouchStar Releases Version 5.7

Published on May 4, 2008 in Computer Software, Technology

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TouchStar, a World Class Provider of Call Center Software and Predictive Dialers, Announces Major Release of its New Version of Call Center Software New Version Offers Advanced Inbound Functionality, Multiple Languages, and Several New Applications

Denver, CO (May 04, 2008) – TouchStar proudly announces the release of TouchStar Call Center Software Version 5.7 which enables call centers to improve customer service, maximize productivity, and reduce operating costs.

Significant new features in version 5.7 include: advanced inbound functionality, support for Spanish and French, expanded custom settings to optimize individual campaign performance, enhanced reporting, additional recording options, visual supervisor, and quality assurance.

Robert Killory, TouchStar’s Director of Development, commented: “TouchStar is not only the fastest growing company in the industry worldwide, but our products are as well. The release of version 5.7 is the first of several this year that will provide our customers with enhanced features to drive productivity and profitability.”

TouchStar’s advanced inbound call functionality provides additional control of call queues. Supervisors can easily see real time callers by queue, and quickly move callers to alternative queues. Supervisors can also easily see the number of staffed agents in a queue, and immediately transfer agents to another queue to ensure service level commitments.

Many new queue specific statistics related to service levels, staffing, and call volume are available instantly through TouchStar’s Supervisor application. Multiple levels of priorities are now customizable by queue and by agent, to enhance the existing skill-based routing in TouchStar’s ACD and IVR applications. Priorities can be different per agent and per queue. To accommodate federal regulations that are currently in legislative review, version 5.7 includes the option for a caller to “opt-out” of an ACD or IVR.

The new TouchStar Reporter includes a highly graphical interface for supervisors to create custom reports in a variety of file types. Automated emails can be can be scheduled to send reports at designated times. The new reporter application also provides options for daily, hourly, 15 minute, or 30 minute reporting.

New call recording formats and quality settings are now available. Supervisors can search the database for archived recordings to evaluate service levels or gather data using the new quality assurance application. The Quality Assurance application allows a call center manager to listen to a recorded conversation and use a customizable form to evaluate the call. The benefit of the Quality Assurance application is that users can rapidly gather data from call recordings to make intelligent decisions regarding their campaign, script, and agent performance. Customer feedback can be easily obtained.

TouchStar’s call center software is now offered in Spanish and French, along with English.

Visual Supervisor enables managers to map out a visual representation of their actual call center, from agent images, to walls, to agent stations. By “mapping” out the call center floor, supervisors can easily view an image of the agent, the agent’s name, status, number of calls, talk time, campaign, and many other metrics to gauge performance.

Version 5.7 also incorporates several new outbound calling and messaging campaign settings to provide additional customization by campaign to maximize productivity. Call center supervisors can choose additional settings such as alternative dialing plans, call progress analysis, record fetching order, and several other new settings. Enhanced dynamic line assignment has also been added to maximize line usage and productivity.

TouchStar Call Center Software Version 5.7 empowers call centers with a solution that delivers robust features, reliability, and scalability.

Source: TouchStar

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