• You are here:
  • Home »

Call Center Velocity

VELOCITY is a software suite that is designed to act as a complete inbound/outbound contact center suite with inbound email support as well. Cranbrook Loans provides Velocity free to any of its employees.  We also provide setup training and ongoing training. Complete the marketing request to schedule a setup of campaign.

The agent interface is an interactive set of web pages that work through a web browser to give real-time information and functionality with nothing more than an internet browser on the client computer.

The management interface is also web-based and offers the ability to view many real-time and summary reports as well as many detailed campaign and agent options and settings.

VELOCITY can function as an ACD for inbound calls or for Closer calls coming from VELOCITY outbound fronters and even allows for remote agents logging in from remote locations as well as remote agents that may only have a phone.

MAJOR FEATURES:

Inbound, Outbound and Blended call handling and Inbound Email handling

Outbound agent-controlled, broadcast and predictive dialing

Full USA, Canada and UK regulatory compliance capability

Web-based agent and administrative interfaces

Ability to have agents operate remotely

Integrated call recording

Three-Way calling within the agent application

Scheduled Callbacks: Agent-Only and Anyone

Scalable to hundreds of seats

FREE FOR CRANBROOK LOANS EMPLOYEES AND BRANCHES

Full Features List:

Ability for an agent to call clients in succession from a database through a web-client

Ability to display a script for the agent to read with fields like name, address, etc. filled-in

Ability to set a campaign to auto-dial and send live calls to available agents

Ability to dial predictively in a campaign with an adaptive dialing algorithm

Ability to dial on a single campaign across multiple Asterisk servers, or multiple campaigns on a single server

Ability to transfer calls with customer data to a closer/verifier on the local system or a remote Asterisk server

Ability to open a custom web page with user data from the call, per campaign

Ability to autodial campaigns to start with a simple IVR then direct to agent

Ability to broadcast dial to customers with a pre-recorded message

Ability to park the customer with custom music per campaign

Ability to send a dropped call to a voicemail box, queue or extension per campaign if no agent is available

Ability to set outbound CallerID per campaign or per list

Ability to take inbound calls gathering CallerID

Ability to function as an ACD for inbound and fronter/closer verification calls

Ability to have an agent take both inbound and outbound calls in one session(blended)

Ability to start and stop recording an agent’s calls at any time

Ability to automatically record all calls

Ability to manually or automatically call up to two other customer numbers for the same lead

Automatically dial unlimited alternate numbers per customer until you get an answer

Ability to schedule a callback with a customer as either any-agent or agent-specific

Ability in Manual dial mode to preview leads before dialing

Ability for agents to be logged in remotely anywhere with just a phone and a web browser

Faster hangup and dispositioning of calls with one key press (HotKeys)

Definable Agent Wrapup-time per campaign

Ability to add custom call dispositions per campaign

Ability to use custom database queries in campaign dialing

Recycling of specified status calls at a specified interval without resetting a list

Dialing with custom TimeZone restrictions including per state and per day-of-the-week

Dialing with Answering Machine Detection, also playing a message for AM calls

Multiple campaigns and lead-lists are possible

Option of a drop timer with safe-harbor message for FTC compliance

Variable drop call percentage when dialing predictively for FTC compliance

System-wide and per-campaign DNC lists that can optionally be activated per campaign

All calls are logged and statuses of calls are logged as well as agent time breakdowns

Load Balancing of call across multiple inbound or outbound Asterisk servers is possible

Agent phone login balancing and failover across multiple Velocity servers

Several real-time and summary reports available

Real-time campaign display screens

3rd party conferencing (with DTMF macros and number presets)

3rd party blind call transfer

3rd party conferencing with agent drop-off

Custom Music-On-Hold and agent alert sound for inbound calls

Estimated hold time, place in line, overflow queues and several other inbound-only features

Skills-based ranking and call routing per inbound group(queues) and campaign

Queue Prioritization per campaign and inbound group

Single agent call queueing

Ability to set user levels and permissions for certain features and campaigns

Ability for managers to listen-in on agent conversations

Ability for managers to enter conversations with agents and customers

Ability for managers to change the selected queues for an agent

Ability for agents to select a Pause Code when they are not active

Ability for agents to control volume levels and mute themselves

Ability for agents to view the statuses of other agents on the system

Ability for agents to view details for calls in queue that the agent is selected to take calls from

Ability for agents to select and click to take calls in queue from their agent screen

Agent shift enforcement by day and time, defined per user group

Multi-function web-based agent API allowing for control of agent sessions including click-to-dial outside of the agent screen

Lead import web-based API

Web-based data export utilities

Separate Time-clock application to track user work time

Web-based administration