VIC: Award Winning Integrated Dialer/IVR

Since the introduction of predictive dialer technology in the 1980s, DAKCS Software
Systems has been a leader in the creation of integrated dialer solutions for their clients.

Today the DAKCS solution has evolved into a leading edge product mix (dialer and IVR) that has revolutionized and simplified the overall collection process. By minimizing the time that management must dedicate to dialer activity and insuring that collectors are talking to the "right party", the next generation dialer allows clients to focus on their primary objective: the collection of money.

Recently, DAKCS introduced its most exciting new product design. This latest technological breakthrough provides the answer to the right party verification issue in a simple and straight forward manner. By creating a graphical dialog designer that is client server based and accessible from the desktop, DAKCS has developed an easy touch system that allows managers the flexibility and ease of building multiple dialogs with
multiple branches based upon specific user requirements. Utilizing both "text to speech" and voice files, managers can create dialogs for inbound and outbound campaigns.

They can create their own messages and scripts (from their desk), which could include the critical verification of social security numbers, as well as the simplification of credit card transactions…all with or without collector interaction. From a simple three step dialog to a very complex multi-branch dialog involving multiple menu options that can even include language options, this amazing new product delivers what clients need, when they need it.

According to Chris Campbell, DAKCS Executive Vice President, "we are excited about our latest technological innovation. We pride ourselves in being a customer centric organization. By listening to our customers, we have designed a new contact management solution that provides robust new functionality plus effectively addresses a major industry concern.

VIC Features and Functionality
VIC works with Microsoft (MS) Windows XPbased workstations and Microsoft 2003 servers. Microsoft's SQL database management system transfers data to DAKCS's Beyond.Net, The Sting and other applications. VIC scales from four to 288 lines per module box, with larger organizations installing as many boxes as necessary.

Managers define work flows in a graphical dialog editor by "dragging and dropping" various icons into flowcharts, representing the various steps and options available to the agent and tasks performed by the dialer or IVR. The system's IVR text-to voice technology provides an automated greeting based upon text that is typed into a script such as a request for right-party verification during PD campaigns. IVR options then let right-party contacts transfer to an agent or initiate electronic payment transactions. The graphical display highlights each active step during a campaign, giving the designer a visual understanding of workflow progress and remaining steps.

Managers also determine strategies and tactics for working various types of accounts. A high-balance, early collection phase account, for example, could warrant repeat call back attempts, with managers defining the call back limit and threshold for pursuing skip trace data. VIC further enables managers to assign agent teams to field combinations of inbound and outbound calls.

To assure compliance with various statutes, VIC incorporates a range of automated controls. Right-party verification messages request the last four digits of a called party's Social Security number or some other unique identification item. Message campaigns will not launch beyond legal hours. If an individual tries to make a payment using a credit card issued in someone else's name, VIC also automatically transfers IVR-driven electronic payment transactions an agent for further verification.

Kristin Kovalic is the author of this article. For more information about this article or Predictive Dialer Software contact the DAKCS Sales department at 800.873.2527. or see our website at www.dakcs.com