VisionPDS™ Introduction

Dialing and waiting are the two main challenges to managing an efficient outbound program.  Research reveals that these two elements of the call center operations may impact up to 75% of an agent’s productive worktime. VisionPDS™ is Vision-X’s remedy for these timeworn problems.  VisionPDS is able to simultaneously dial large numbers of calls, to judge intelligently the response status of each call, and to transfer the call to your next available customer service representative.  VisionPDS increases work production leading to greater customer loyalty and satisfaction.

Manual Dialing Mode	Automatic Dialing Mode
16 Minutes Talk Time	47 Minutes Talk Time
44 Minutes Dead Time	13 Minutes Dead Time

VisionPDS™ is an intelligent dialing system, which includes predictive dialer and preview dialer capabilities developed by Vision-X engineers. VisionPDS™ integrates various core technologies: Dialing strategy, automatic dialing, protocol analysis, automatic transfer, agent management, number management and report statistics. VisionPDS has telecom grade call processing and signal analysis abilities.

VisionPDS™ Features

Telephone Number Management
VisionPDS™ makes batch uploading of number databases more convenient. It has the ability to manage simultaneously several projects and number databases simultaneously.

Business Strategy Management
VisionPDS™ provides powerful business strategy management tools. It arranges spontaneous line and agent resources in accordance with different project demands. Moreover, it produces response dialing, transfer and redialing strategies.

Automatic Dialing, Analysis and Transfer
In light of available resources and online agent numbers, VisionPDS™ adjusts timely the amounts of dialing and selects automatically dialing numbers from number database in accordance with the dialing strategy. The protocol analysis system is able to analyze in no time response status, in the meantime, transfer the call to the waiting CSR.

Automatic Redialing
VisionPDS™ can redial automatically based upon user-defined requirements.

Useless Number Management
VisionPDS™ filters out useless numbers such as nonexistent number or wrong numbers and avoids the future redials.

Configurable User Management
VisionPDS™ provides user management with security, effectiveness and
agility.

Agent Control
VisionPDS™ applies limits to the agent's telephones and computers if necessary.

Historical Data Output
VisionPDS™ is able to transmit and store large amounts of historical data to enhance the system running speed.

Soft Telephony
VisionPDS™ provides soft telephony subassemblies which support telephony logging and dialing.

Integration With Third Party Technology
VisionPDS™ can integrate easily with third party systems, software and hardware.

Customer Data Display
In the process of customer telephony transfer, VisionPDS™ can display customer data on the agent's computer to ensure seamless interaction between the customers and service representatives.

Real-time Report
Real-time surveillance of agent telephony status and computer status
Real-time inspection of channel utilization status
Real-time statistic of dialing results and transfer information, for example, successful dialing rate, successful transfer rate, dialing speed, etc.

Report Making
VisionPDS can produce various kinds of statistics and reports basing on historical data. For example include:

Reports of customer service representative--work duration, talk time, wait time, rest time, record of login and logout, etc.
Reports of customer telephony: dialing history, out dialing duration, transfer time, calling duration, etc.
Reports of dialing information: successful calls, fax, call recordings, successful transfers and failure call rates, etc.

VisionPDS™ Functionality

Two Dialing Modes
VisionPDS supports preview dialing and predictive dialing simultaneously.

Multi-project supporting
VisionPDS manages several projects simultaneously.

Automatic adjustment of dialing speed
Specialized calculation methods manages to adjust dialing speed automatically, to actualize authentic predictive dialing.

Artificial interference of dialing speed
VisionPDS allows for flexible dialing speed settings.

Specialized analysis method
Voice
Answering Machine
Busy
No Answer
Fax Machine
Nonexistent Number
Wrong Number
Error

Real-time and historical report
Customers are allowed to look over the real-time and historical reports of the project.

Easy integration with other application system
VisionPDS has an open structure which makes it easier to integrate with third party CTI, IVR and CRM.

Compatibility to inbound customer interactive mode
VisionPDS™ is compatible with inbound working mode.