 Frequently Asked QuestionsWhy is
the need for Remote Agents increasing?
How can
I have remote agents?
Why do I need multiple Call Centers with one centralized Web Server?
How I can have multiple Call Centers with one centralized Web
Server?
How much does DialVision cost?
CRM, CIM, Contact Management - what's the difference?
How does Progressive Dialing compare to Predictive Dialing?
How can I interface DialVision to my phone system and ACD?
How can DialVision help me generate more leads?
What Hardware/Software is needed for an Agent's workstation?
Why is the need for remote agents increasing?
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The cost of office space is
soaring. |
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It is often difficult to predict
the required Agent workforce for a campaign, so an overflow group of agents may be needed. |
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Many highly capable,
well-educated people prefer to work from home. An example would be a business professional
with a new baby. |
How can I have remote agents?
Because DialVision's
CIM software is a 100% Web-based application,
Agents can be located anywhere in the world where they have Internet access. That access
can be via broadband connection such as ISDN, DSL, or cable modem.
DialVision
is a true thin-client Web-based application. The only software the
Agent needs on their PC is Microsoft’s Internet Explorer.
Why do I need multiple Call Centers with one centralized Web Server?
Organizations with multiple call centers are often faced with unique problems, some of
which are:
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The need for technical people
such as database administrators and network engineers at each location. |
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The need to run campaigns across
multiple call centers, and then somehow consolidate the data and reporting. |
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The requirement to have servers
at each location. |
How I can have multiple Call Centers with one centralized Web Server?
With DialVision
you can link all your call
centers together, over the Internet, to one centralized server.
Because DialVision
is a 100% Web-based CIM application, each agent and each call center accesses the
database via the Internet. Consequently, the Web and Database Servers can be in one
location while call centers and agents can be anywhere in the world. The agents can be in
the call centers or working from home.
Using a centralized server saves you the expense of duplicating the server and of
hiring network and database administrators in each call center. A centralized server also
allows you to run a single campaign across multiple call centers, consolidating all data
and reporting.
How much does it
cost?
Cost is dependant upon whether you install the application at your site (we call this a
"local" install), or you access DialVision
from our ASP platform.
Local Install
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You license a number of
"seats" from MoonFire for a one-time fixed fee per seat. The software will be
installed on the servers at your location. |
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MoonFire comes to your location
for a "Planning Session". You will be invoiced for out-of-pocket travel
expenses. |
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MoonFire comes to your location
for a five-day "Installation & Training Session". You will be invoiced for
out-of-pocket expenses. |
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You will be offered an Annual
Support contract for a fee based upon a percentage of the license fee. As long as you are
under an Annual Support agreement, you receive not only telephone support, but also all
updates, enhancements, bug-fixes, and complete re-writes at no additional charge. |
Sample prices for a 30-seat "local" system
| Units |
Provided by
MoonFire Corporation |
Per Unit |
Extension |
| 30 |
"DialVision"
Licenses - one time fee |
$
2,500 |
$
75,000 |
| 1 |
On-site
Planning Session |
|
$ 1,500 |
| 1 |
On-site
Training Session |
|
$ 2,500 |
| 30 |
First Year's
Annual Support |
$ 400 |
$ 12,000 |
| |
Total First
Year's Cost |
|
$
91,000 |
| |
Estimated
Travel Expenses |
|
$ 3,000 |
| |
Annual Support
Costs after Year One |
|
$ 12,000 |
Rent via ASP
| > |
You license a number of
"seats" from MoonFire for a monthly fee per seat. The software will reside on
servers at MoonFire's location. You will be charged a one-time "implementation
fee". |
| > |
MoonFire conducts a
"Planning Session" via telephone. |
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MoonFire conducts a
"Training Session" via telephone. |
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MoonFire's "standard"
monthly fee assumes that MoonFire will be providing the database administration via our
"Managed ASP" function. |
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At any time, the customer can
switch from our "Managed ASP" agreement: to a non-managed ASP agreement, to a
locally-installed MoonFire-managed agreement, or to a pure locally-installed agreement. |
Sample prices for a 30-seat ASP system
| Agents |
|
Per Item |
Total
Monthly |
One-Time
Fee |
| 30 |
Concurrent
"DialVision" Users in "Managed" ASP Environment |
$
160 |
$
4,800 |
|
| |
Planning via
Telephone |
|
|
$ 1,000 |
| |
Database
Space and Setup |
|
|
$ 1,000 |
| |
Training via
Telephone |
|
|
$ 2,000 |
| |
Total
MoonFire Costs |
|
$
4,800 |
$ 4,000 |
CRM, CIM, Contact Management - what's the difference? (DialVision
is a CIM application.)
CIM Software: CRM software does not usually manage individual interactions with
customers and prospective customers, and Contact Management software is not usually usable
for multiple agents in a department or call center. This is the task of Customer
Interaction Management (CIM) solutions. Using configurable business rules, CIM solutions
queue and route these contacts to agents in the contact center. CIM solutions also enable
blending of agents between different interaction types, depending on the load. Hence,
agents can handle non-real-time customer interactions, such as e-mails, at periods outside
the peak of real-time voice calls and web collaboration requests.
CRM: One definition simply states, "that Customer Relationship
Management (CRM) is about finding, getting, and retaining customers." Another
states that "CRM is a comprehensive approach that provides seamless integration of
every area of business that touches the customer – namely marketing, sales, customer
service, and field support – through the integration of people, processes and
technology." Another states, "CRM is the paradigm shift du jour.
Fundamentally, it is a business strategy where the customer is at the center of the
enterprise."
CRM Software : A comprehensive CRM software application must include modules for
Sales, Sales Management, Telemarketing, Telemarketing Sales, Time Management, Customer
Service & Support, Marketing, Executive Reporting, Field Services Support, Enterprise
Portals, Electronic Commerce, ERP Integration, and Data Synchronization.
Contact Management Software : Contact managers are supercharged electronic address books with
added features which allow you to record historical contact information, keep notes,
produce correspondence, perform searches on information kept in the underlying database,
maintain a calendar, establish schedules, and organize information on people in helpful
and productive ways. Contact Managers are usually designed to be used by one person.
How does Progressive Dialing compare to
Predictive Dialing?
Predictive Dialing : A predictive dialer is a computer that predicts the speed at which
to dial numbers based on the perceived availability of agents, and then dials the numbers
before an agent is available. The dialer screens out "no answers", "busy
signals", and many "answering machines". Ideally, only "live"
people are switched to the agents. When the dialer believes the phone has been answered by
a real person, the agent hears a tone in his or her headset that signals that someone has
picked up the phone and said, "Hello." The agent does not hear the
"Hello". At the same time, the agent's monitor displays the prospect’s
information. The predictive dialer keeps a supply of "answered calls" streaming
to the agents. Predictive Dialing is generally limited to B2C calling where abandonment
and call quality are not the primary concerns.
Progressive Dialing: When an agent completes a call, and indicates they
are ready for the next call, the Progressive Dialer sends the Prospect’s
information to the agent’s screen and automatically dials that Prospect’s phone
number. The agent is able to preview the Prospect’s information until the Prospect
answers the phone – normally from 15 to 30 seconds. The Dialer screens out the
"no Answers" and "busy signals". If the agent hears an "answering
machine", they click on one button. This provides 100% "answering machine"
detection. The agent headset is live throughout the dialing and ringing, and the agent
hears the full "Hello". Combining record preview and automatic call launch
promotes high quality calls with increased productivity. B2B campaigns often use this form
of dialing, allowing the agent to step through voice prompts which a predictive dialer
treats as an "answering machine"
Predictive Dialing Positives:
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Provides highest possible
"dial attempt" rate. |
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Provides maximum talk time per
hour. |
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Provides maximum contacts per
hour. |
Predictive Dialing Negatives:
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Abandons calls if agents are not
available. The predictive algorithm achieves greater accuracy as large numbers of agents
are added to the system. If there are a small number of agents, predicting agent
availability becomes less efficient, causing more connected calls to be abandoned. |
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The lag time between prospects
answering the phones, and agents responding, causes prospects to begin the conversation
with trepidation. |
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Or worse - The lag time between
prospects answering the phones, and agents responding, causes prospects to hang up. |
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Does not necessarily exceed the
"contact rate" of Progressive Dialing. |
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Inefficient "answering
machine" detection. |
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Inefficient for B2B. When calling
businesses, the call is often picked up by voice mail, which may be interpreted as an
answering machine. If the Predictive Dialer accepts it as a ‘connect’, the agent
may not hear the initial message that prompts the Agent for input. |
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Because prospects are easily
found, agents don’t work the lead as hard. |
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The agent has no time to
"preview" the prospect’s information. |
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On many Predictive Dialers,
"callbacks" can’t go to the original agent, without dropping that agent out
of ‘Predictive" mode. |
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Call "Quality" may be
sacrificed for Call "Quantity". |
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Expensive to purchase. |
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Expensive to operate. |
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Expensive to grow the system.
Licenses and hardware must be added in increments of 4 or more. |
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Because of high number of
hang-ups, list penetration is very low. |
Download a White Paper on the comparison of Progressive to Predictive Dialing
How can I interface
to my phone system and ACD?
MoonFire has developed interfaces with many phone systems, such as:
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Artisoft's TeleVantage PBX |
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Avaya's Definity Switch |
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Nortel's Meridian Switch |
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3Com's NBX |
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Toshiba's Strata CS CommServer |
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Cisco's CallManager |
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Way2Call's Hi-Phone Desktop TAPI
Dialer |
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ZiPhone II & ZiPhone III Dialer |
Recognizing a need for a comprehensive, multiple contact
interaction system for small businesses and call centers, MoonFire is developing strategic
partnerships with other PBX vendors to add the customer interaction components that
businesses need but are not handled by the original DialVision
product. MoonFire concluded that even though many of these major companies had
enterprise-level CRM products, they did not have anything equivalent to
DialVision, i.e., an affordable and effective telemarketing
system and Software Dialer for small businesses
The goal is to offer a single suite of CIM applications by incorporating
DialVision
with existing and proven PBX hardware and
software designed for, and affordable to, the small business market. The computer based
PBX system has been in development for approximately ten years. It has the promise of
providing small businesses with a more economic system than the traditional PBX system
while giving them a convergence technology system with database, Internet and IT
capabilities far beyond a traditional telephony system.
How can
it help me generate more leads?
Not happy with your purchased leads? Could you generate
better leads with your own telemarketing staff and automation?
Cost? Minimal. Don't buy a system. Rent our award-winning DialVision
telemarketing software over the Internet. $160 per month per agent. Month-to-month. No
long-term commitment.
What do you need? PCs, a fast Internet connection, and a little training. No servers.
No huge capital investment.
If you prefer, you can purchase DialVision
to be installed at your office. Or you can start with a rental over the Internet, and
convert to purchase. We can demonstrate the software via the Internet. No snapshots. Real
live software.
What
Hardware/Software is needed for an Agent's workstation?
Because DialVision
is 100% Web-based, it is
a thin-client application requiring only Microsoft's Internet Explorer.
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Pentium 200 or greater |
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Microsoft Windows XP Professional or Vista |
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Memory Dependant Upon Operating
System |
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Minimal Disk Capacity |
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Network Card |
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17" Monitor at 1,024 x 768 |
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Microsoft Internet Explorer 6.0
or greater |
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Analog Dialing Device, Link To
Supported PBX, or VOIP |
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