Key Features

Automated Outbound Dialling

The TouchStar Dialler is the only product on the market that can simultaneously combine multiple outbound dialling modes such as Predictive, Power, Progressive and Preview to boost your call centres performance.

With our unique Call Blending capabilities, outbound performance can be maximised whilst inbound calls can be handled efficiently and professionally.

Each of our dialling modes will significantly increase talk time and performance by up to 300% whilst exceeding Ofcom's regulatory compliance and best practices. TouchStar incorporates advanced Answering Machine Detection to filter unproductive calls from ever reaching the agents and Drop Call Assist to help manage drop calls on your outbound campaigns.

Combining our powerful outbound dialling with our advanced inbound capabilities ensures your call centre is operating at an optimum and consistent level.

Advanced Inbound Functionality

TouchStar will seamlessly blend inbound calls with your outbound dialling activity to optimise agent performance and manage bursts of inbound activity.

Automatic Call Distribution (ACD) will ensure your callers are routed to your agents quickly and fairly improving the customer experience and reducing Average Handling Times. Your First Call Resolution will be improved thanks to powerful Skills Based Routing, ensuring the right calls are routed to the right agents based on their appropriate skill levels.

All inbound activity is handled through our industry leading IVR platform which can perform database lookups, 24/7 self service functionality, campaign specific features (such as music on hold) and presents a professional image of your company to your callers.

A.D.A.M (Automated Dialler Assistant Manager)

Your full time dialler assistant, only from Daviker

Daviker's unique suite of tools combine to create A.D.A.M, your Automated Dialler Assistant Manager. A.D.A.M will load data into campaigns, import and export data, schedule and email reports, keep an eye on your drop call rate, adjust campaign pacing, stop/start campaigns and generally be a jolly good help around the call centre.

The best bit about A.D.A.M is he comes free with every Daviker solution. A.D.A.M helps you get the most out of your call centre 24/7/365, doesn't turn up late, doesn't get sick and doesn't turn up with a hangover!

Real Time Data Management

Achieve the maximum performance and penetration from your data

TouchStar automatically schedules and imports data in a variety of methods to make life easier for your staff and save you money. Data can be loaded directly from your website the moment a submission form is completed, can be pulled directly from an FTP site or XL/CSV files can be simply loaded as and when required.

With TouchStar you can see the real time performance of data such as conversion rate, successes and contacts enabling you to make real time decisions on dialling strategy. The live view identifies which lead sources are converting and which are not.

Touchstar's simple drag and drop interface allows you drag data into campaigns live, re-prioritise lists, pause lists or remove them completely without any interruption to the campaign. Data is automatically recycled based on predefined rules to ensure you get the maximum possible returns from your data investments.

Real Time & Granular Reporting

See who and what is making money in your call centre

With TouchStar we can show you what is happening right now, this minute in your call centre - not just what happened yesterday. TouchStar has over 150 real time metrics showing you which data sets, campaigns, teams and individuals are making you money and highlight those not performing.

TouchStar allows you to track the long term performance of a campaign, team or individual with over 40 historical granular reports that can be customised and scheduled through our reporting tool to effortlessly provide you with the information you need when you need it.

Providing live information is key to the success and motivation of any call centre. Our Wallboard application allows you to design and customise the information presented to your agents and staff on the call centres overall performance.

Sophisticated Call Recording

Improve productivity and stay compliant

Recording calls is easy, finding them can sometimes be hard and time consuming. TouchStar's detailed search tool will save you time and money by finding the calls you want quickly and easily.

TouchStar can be configured to record all calls, specific calls and even calls which are transferred of site to third party locations ensuring you have complete control and accountability of all calls you have made or taken.

PCI compliance is simple with TouchStar allowing you to record calls whilst remaining compliant with regulations at all times.

Call Quality Management Tools

Monitor and manage the quality of your calls

TouchStar will not only significantly increase the talk time of your agents, but will also provide you with the tools to make sure the quality of the calls are as high as possible.

Supervisors have the ability to Whisper Coach, Silent Monitor and Barge in on all agents calls from any internet connected PC. These features provide you with a complete set of tools to monitor, assess and improve the quality and professionalism of calls within your business.

CRM Integration

Make work flow seamlessly from your call centre to back office

The TouchStar dialler has the unique ability of being able to integrate with any existing CRM or back office applications, seamlessly bridging the gap between your call centre and back office administration providing you with effective communication throughout the business.

We have successfully integrated TouchStar with many different 3rd party applications such as Orca, DebtSolv, PDMS, TotalWorkFlow, Microsoft Dynamics, CUBS, One Step, Bright Office, GoldMine and Bluechip. If your product isn't listed don't worry, just give us a call as we'd love to discuss the opportunity.

Advanced Call Scripting

Make all your agents as productive as your best

Each script is tailored to your exact business needs and ensures the delivery of a complete, high quality and consistent pitch each and every time.

Scripts can help agents overcome objections, provide quick answers to common questions and perform complex calculations based on information collected.

Our scripting can branch in multiple directions based on answers collected during the calls. This helps to maximise and identify cross selling opportunities. Scripts can be easily amended in real to reflect changes in your business needs.

Information captured in the script can be used in a variety of different ways; data collected can be mail merged into documentation, printed for reference, emailed to suppliers, SMS'd directly to clients or written directly back to your CRM or back office application.

Bespoke Configuration

Your call centre, your way

TouchStar is a highly adaptable solution which can be tailored to your existing contact and business strategies. TouchStar can be configured for your exact business needs, not those of businesses like yours.

TouchStar can map your existing call centre processes and deliver a solution perfect for your business.

Call routing, campaign structure, data management, dialler algorithms, agent roles, script options, call recording permissions, reporting templates and more can all be tailored and created through a simple user interface to meet your business needs

Multi Channel Contact

Use SMS, email and Voice Broadcasting as part of your strategy

TouchStar adds additional layers of communication to your businesses contact strategy with powerful SMS and Voice Broadcasting capabilities.

No longer are you solely reliant on agent phone calls to contact your customers as TouchStar will automatically play voice messages to contacts and send SMS without any human interaction. These additional layers of communication will compliment your outbound strategies proving you with more opportunities increase your data penetration.

VOIP & SIP Enabled

From home workers to SIP trunks, we can support it all...

With TouchStar you can be safe in the knowledge that your investment is future proofed due to its industry leading VOIP technology.

TouchStar's flexible configuration options will provide you with the ability to support home workers and remote offices anywhere in the world, all from a single user interface and dashboard. TouchStar will work with either ISDN30 or SIP trunks providing you with flexible solution to meet your business needs.

Automated Payment Processing

Automatically take payments 24 hours a day, 365 days a year

With TouchStar you have the ability to safely and securely process credit or debit card transactions through our extremely powerful automated payment engine.

Customers can call into the TouchStar solution to check balances and make payments 24/7/365 simply by using the keypad on their telephone. Agents can take payments through our web application whilst customers are on the line, reducing the number of declined transactions significantly.

This technology ensures you have the most robust, efficient and secure payment system whilst guaranteeing each and every payment is processed in line with PCI DSS Standards.

24/7 Award Winning Support

No matter your business hours, we have you covered

At Daviker we understand that your call centre works outside the typical 9-5 working day so as standard we provide you with support on your TouchStar dialler 24 hours a day 365 days a year from UK based engineers.

Not only do we provide first class and award winning support Daviker will also provide you with:

• continuous software upgrades
• free of charge Supervisor and Administrator training
• expert onsite account management