iTMS Overview

iT M STelemarketing software

Designed for small centers, iTMS contains all the database functionality needed for environments that are predominantly outbound calling. Capable of operating with between 1 and 200+ users the system can be scaled with large amounts of data and users. The calling process can be as simple or as complex as required.

Everything is designed with usability as central to the entire system, that includes creating new databases, creating scripts and surveys, creating your own reports, and importing and exporting.

No technical knowledge is required to do anything but the most complex requirements.

Normally supplied as a hosted Service, the system tracks all agent activity. In addition to using office based staff, this opens up options for home workers, remote salesperson access and remote activity monitoring.

Since it was designed for outbound calling, the iTMS system handles this task with g r e a t e f f i c i e n c y a n d effectiveness. The system is now supplied with built-in functionality to read and write to the Salesforce.com CRM database. This means the high volume calling can be done in the dedicated telemarketing system which can then update the CRM system based on various presets.

iTMS has specific functionality for appointment setting. As well as the internal calendar, iTMS can update GoogleCalendar, and, by using Google Sync, MS Outlook or other calendars.

Standard reports include call results, on-call times and call success rates; in addition, the powerful and flexible Report Writer enables you to create your own ad-hoc reports. Agent monitoring and call statistics are the foundation that iTMS is built on.

Copyright 2009 Quality System Solutions Limited. E&OE All rights reserved

Overview

Quality System Solutions LtdHartham Park, CorshamWiltshire, SN13 0RPUnited Kingdom

Tel +44 (0)1249 700230Fax +44 (0)1249 700231Email [email protected] www.qsstms.com

iT M STelemarketing software

+ No technical knowledge required for 99.5% of usage

+ Agent management and reporting1 Configurable dashboards to show number of calls, call

outcomes and any other reports or charts1 Easily dis/allow access to specific databases1 Standard monitor screens1 View current activity – time on current call, number of

calls etc1 View number of calls in each hour of the day – optionally

by call outcome, eg to see best time to get appointments

1 View performance statistics – number of calls, successful calls, average time on calls/wrapup-time etc

1 View signon and signoff times per agent

+ Calls1 Screens are fully configurable and can be different for

each user and/or database1 Call by script or use Wrapup screens1 Very efficient call logging to ensure as many calls as

possible. This includes automatic setting of callback dates, automatic emails, automatic data management

1 Contact history created for every event to track activity1 Preview or automatic dialing1 Call-backs shown automatically at the appropriate time1 Alarm functionality

+ Appointment management1 Diary management prevents double bookings and

bookings too close together1 Optional link with GoogleCalendar1 Remote salespeople can:7 view their own diary via the browser interface7 update their unavailable times and notes remotely

themselves7 enter meeting outcomes on the record directly

+ Scripting / Call-guides+ Call-guides can be used as a simpler alternative to full

scripts+ Full advanced Scripts1 Optional. Agent profiles can be set so they use a

predefined call list and only see the script1 Easy to setup with flowcharts1 Merge any data from current record1 Save data typed into script answers1 Survey analysis of results1 Export report with all question and answer details

Features and benefits




Telemarketing software


Features and benefits



+ Data management functionality for:7 Manage up to 999 databases within a single

installation7 easily copy data to other databases7 easily copy settings to other databases

1 Data import:7 Automatically add contact names to same

company accounts7 Update existing data in subsequent imports

1 Filter and search on any field1 De-duplicating1 Telephone number cleaning1 Do-not-call/TPS screening1 Automatic salesman allocation by postcode1 Management of call lists and none-call lists1 Workflow management, including automatic emails1 Easily view data in list format1 Printed mailshots1 Email-shots1 Reporting and exporting:7 Internal Report Writer to produce virtually any list or

summary report7 Create a report and run on any database7 Create a report and run across several databases

for a consolidated result7 Use Report Writer to export any data7 No technical knowledge required

1 Automatically update external databases (installed only)

+ Salesforce.com integration1 View a list of campaigns from Salesforce1 Copy data from a campaign into iTMS database for

calling using configurable field mappings1 Configure iTMS to update specific Salesforce database

fields1 Automatically create Leads, Accounts, Contacts, Tasks,

Opportunities1 Configure iTMS to update Salesforce according to the

call results

+ GoogleCalendars integration1 Configure individual salesmen in iTMS so that when an

appointment is booked it appears automatically in their GoogleCalendar

1 iTMS calendar shows busy times from GoogleCalendar1 Use GoogleSync to synchronise with MS Outlook and

other diary systems

iT M S

Documents

iTMS Overview