FAQs

Good question! Very simply predictive dialling works by calculating when an agent is likely to finish their current call and before the current call is completed initiating another number to make sure the agent has another caller as soon as possible. Power dialling and progressive dialling are phrases that are used to mean the same thing, Power/Progressive dialling means that once and agent is available the system will automatically initiate another call but not before.

We would recommend a minimum of 8 agents, but this can be slightly lower dependent on the contact rate of your data and expected call durations. With a lower number of agents you would have problems running any dialler efficiently and compliantly.

AMD is the process of automatically filtering out answering machines before they get to the agent. TouchStar has answering machine detection which can eliminate up to 80% of answering machines, in the event of TouchStar being unsure it will always pass the call to an agent to decide.

Typically if you are calling consumers clients would use predictive dialling above 8 agents unless their data is very expensive and simply cannot afford to drop a call. If you are running smaller teams or the data is very expensive then it may be more appropriate to run Power dialling. If a contact centre is calling businesses then usually Power dialling would be recommended unless the data you are calling has a very low contact rate or is mainly made up on ‘one man bands’, in that case Predictive may be more appropriate.

Yes, TouchStar can integrate with all phone systems that support SIP or ISDN30.

In most cases yes, we have integrated TouchStar with lots of different CRMs’ over the years. If you want to know if we have integrated with your exact CRM please call our sales team to discuss it further.

Yes. TouchStar has a sophisticated scripting tool which allows you to create your own scripts with logic, calculations and branching. You can create your own reports directly from our open SQL database or within our report writing tool.

TouchStar adheres to all current Ofcom regulations such as meeting the 3% drop call rate, drop call message delivery, AMD, CLI presentation and recall timers. Daviker customers are also able to request free of charge compliance audits at any time from the Customer Support.

If your business has repeatable set processes that need to be delivered time and time again then the answer is very likely to be yes! We have installed TotalWorkFlow in many different businesses from solicitors, to energy companies to financial services and more. If you are unsure please call one of our sales team who will be happy to discuss your requirements and advise you as to whether TotalWorkFlow would be suitable.

TotalWorkFlow doesn’t limit you to any fixed number of processes, add as many as you want.

The beauty of TotalWorkFlow is that it doesn’t matter. TotalWorkFlow has been designed so that it can be easily changed as and when your business demands. With free of charge administrator training and workshops there is no reason why you can’t change your workflows yourself, but if you want help from us we would be pleased to assist.

Yes! TotalWorkFlow is your system so you have full access to the data for reports and integration if required.

You need a license for every concurrent user of the system, therefore if you have two shifts of 60 staff (and only ever 60 in at one time) you would only need 60 licenses with TotalWorkFlow.

Your staff can make these changes themselves as and when required. Daviker provides full training as part of the installation and also free of charge on-going training and workshops.

TotalWorkFlow runs on Microsoft SQL database.

Daviker Workforce Managment (WFM) makes sure you have the right number of staff with the right skills to meet your day-to-day operational demands, SLA’s and KPI’s without overstaffing and, therefore, unnecessary costs. By creating highly accurate workforce forecasts Daviker WFM can reduce workforce costs by a staggering 30% whilst still meeting your desired SLA’s.

We recommend a minimum of 25 staff to really utilise Daviker WFM. Any less than this and the reality is that there isn’t enough flexibility in the shifts to make and significant differences.

Yes! Daviker WFM can handle multiple interaction channels and forecast your workforce across all of them simultaneously.

We have users who are experiencing direct staff savings of over 30%. In addition to that the time spent forecasting, shift distribution, shift swapping and general administration has been significantly reduced.

Very simply any business can use WFM that has a large number of staff and lots of shifts to co-ordinate. We have clients in industries such as retail, contact centres, banking and distribution.

Daviker Speech Analytics monitors and analyses the audio content of your calls 24/7/365. It enables your business to automatically check what is and what isn’t being said on every call, allowing your QA team to focus on high risk calls identified to them.

Daviker Speech Analytics can monitor all calls in and out of your business across many different platforms. We can monitor calls on your telephone system, inbound call centre platform, dialler and even mobile phones.

Yes. Daviker Speech Analytics can mine old call recordings for important information to identify things that may have been missed in the past. This will be dependent on your current call recording platform providing us with high quality calls.

The answer is very. Daviker Speech Analytics depends on creating phonetic phrases specific to your required search criteria. The better the criteria is, the better the analysis will be. An example of this is “14 day cooling off period”. Daviker will help you to create search criteria to cover as many different ways of saying ‘14 day cooling off’, for example ‘two weeks’, ‘a fortnight’ and any other ways we’ve identified during our analysis.

Calls are kept in an encrypted GSM WAV file which cannot be modified and admissible in court.

Yes you can! As soon as a call is completed Daviker Speech Analytics will analyse the call and flag it to management immediately via an intuitive dashboard if it is considered to be high risk or contain specific phrases.

It certainly will, with Daviker Speech Analytics we can create custom phonetics phrase matching to suit your agents and customers dialects and languages.