Progressive dial mode - In progressive mode, SimpleDial will dial a new call for the agent as soon as the previous call terminates. This mode ensures that calls progress swiftly without either over taxing agents or having customers experience any dead time after they answer your call and say "Hello".

Multiple contact numbers - You can import as many telephone numbers per contact as you like. Each is automatically dialled and once the best number is determined, this need be the only number used from then on.

Preview dial mode - In preview mode, SimpleDial allows the agent to perform some pre-call work before placing the call. This might be to consult other data systems to prepare for the call. Even in this simple mode, SimpleDial provides substantial time savings and improved talk time per hour. This is through eliminating the errors and tedium associated with manual dialling along with automatic detection of busy and no answer.

Personal callbacks - An agent can set a callback as personal. This means they will receive the callback at the time specified, no matter what campaign they are currently working on. This means that when your agents make a promise to a customer to call them back - the promise is kept.

Call blending support - Call blending allows contact centres to better use the lulls in incoming call traffic and allows agents to seamlessly move between inbound and outbound activities. This means your agents are much better utilised and do not become bored.

Agent Interface - is the user interface that allows agents to choose a campaign, make calls or report on call result. Simple to use - less than 15 minutes to become fully productive. Agents can work on multiple campaigns and easily switch between campaigns.

Automatic customer preview - Call history notes made on previous calls as well as all information on the customer, such as name and location, are automatically presented to the agent before speaking with the customer.

Hot desking - Agents can sit at any desk they like and can move about during the day. SimpleDial will still track their activities and correctly report the total agent performance.

Automatic Wrap Mode - SimpleDial can save call costs and speed up wrap process by moving the call into Wrap mode once the customer hangs up. After a configured amount of time, the next call can be automatically presented to the agent. 

Fast and dynamic call scripts - SimpleDials' call scripts are easy to create and easy to deploy. You do not need extensive training on a proprietary script building application. You can use any application that generates HTML - even Microsoft Word - to generate the call script. You do not have to be an expert in web page design, but if you are then you can make the agent call scripts even more active. Anything you can do on a web page can be included in a call script - even add your own ActiveX controls. Remember, you can change a script at any time and it will be picked up by the campaign immediately.

Multiple campaigns - you can run multiple campaigns and each agent can work in multiple campaigns. Each campaign has its own set of list and operation parameter definitions and can be reported on individually.

Campaign management - SimpleDial includes a powerful campaign management tool. You can import multiple calling lists from any CRM or even Excel, for your agents to make calls from. You can create, modify, start or stop campaigns while campaigns still run. Per campaign timers allow you to adjust times such as busy retry or allowed preview time.

Automatic call rescheduling - Certain calls are automatically rescheduled for some time later These include busy, no answer, voicemail, and fulfilment calls (see later)

Fulfilment features - The operation to be carried out once the call is complete is referred to as fulfilment. This operation might be to send a FAX, email or document based on one of many templates. Also, fulfilment often requires a follow up call, say a few days later. SimpleDial can automate all these tasks.

Browser based call scripts - provides your agents with guidance on how to conduct the call with the customer. This might be as simple as a set of questions to ask the customer. Or it might be more complex and include multiple pages of questions and fields to enter the customer responses. The call script flow can depend on the initial customer details and the responses the customer makes to the questions in the call script.

Callback management - callbacks are a major part of any outbound campaign. Agents can schedule a callback at any time and this callback can be tagged as only for the agent or for any agent. The callback management system includes the ability to move personal callbacks between agents or to change a personal callback so any agent can make it. Agents have a list of their own callbacks to manage and get reminders, even if they are on a call, of a pending callback.

Call Results reporting  - at any time during a campaign, you can use the call results reports to see how many of each type of call result is being reported. This will help you fine tune the operation of the campaign.

Real time displays - A real time view of all agent and campaign activity can be obtained on any browser in your company. This display can be used by management to monitor campaign progress or by team leaders to monitor individual agents performance. The display of all agents in a team can be projected as a wallboard to facilitate team performance.

Comprehensive Reports - A suite of business oriented or campaign oriented reports gives you all the information you need at the campaign, supervisor, agent or call level.  Our tool for running reports can be easily used by any supervisor.

Data Export - if you need any SimpleDial data or reports in your other data systems, then Data Export can transfer the data you need.

Archive, Backup and Restore - these features mean that no matter how much data you have in your SimpleDial system there is always a solution for storing the data. And, when set up correctly, no matter what catastrophe befalls your system, you can recover fully.

Custom reports - the SimpleDial data structure is specifically designed to simplify the design of your own custom reports. Custom reports can be in any report writer you like - we provide samples in the popular and easy to use Microsoft ACCESS. We can provide you with all support you need to develop your own custom reports - including access to the code for our own reports. You can easily create reports such as "sales rate per agent" or "promise to pay by day".

Flexible data import - from any CRM, database or even excel or a text file. Any number of telephone numbers per contact as well as all the contact information fields and lots of general purpose fields you can define for your own use.

List manipulation - this feature allows you to move incomplete contacts from one list to another. This can be useful as one campaign ends and another starts.

Infinite list - you can continuously top up records into a list without stopping the campaign. This allows you to have an infinite list.

List screening - in order to comply with state or internal regulations, the calling lists can easily be screened against a do-not-call list, either at list creation or dynamically on a call by call basis.

Flexible architecture - The architecture of SimpleDial has been specifically designed to allow easy customisation to create niche features that you need. Most of our customers do request such customisation so you know it is affordable. Also, most of our customers come back to us, maybe years after deployment, to request new functionality. because SimpleDial is designed to grow with your business, these improvements are easily implemented.

Software only dialer - Most dialers are based on expensive and unreliable hardware. SimpleDial is based on an exclusive software only engine that gives you superior performance and features at an affordable price.

Remote Agents - Agents can be located at a remote site or on a home PC and still partake in SimpleDial campaigns. All they need is a telephone and access to your intranet using a PC.

Web integration - SimpleDial web integration means you can add a page to your web site that allows your customers to request a call from one of your agents. The call is added to a campaign, along with the requested time and date and any additional information entered on the web site. Even if the customer requested an immediate callback, SimpleDial can hand this call immediately to an active agent.

Inbound callbacks - with this feature, callers to your inbound queues who do not want to wait, can request a callback at a time convenient to them. The call is added to a SimpleDial campaign along with the requested callback time and date.

Browser Based Client - Any user won an IE5 browser on any PC in your organisation will be able to use SimpleDial. This will really please your IT staff as it means virtually zero effort to deploy more SimpleDial clients !  Browser based client means this is the lowest cost of ownership dialler.

SimpleDial Networking - multiple SimpleDial systems can be networked together to provide very large numbers of users. SimpleDial networking makes the number of active users on SimpleDial effectively unlimited.

Telephony Networking support - A single SimpleDial system can support multiple Meridian , BCS or Symposium nodes. This allows you to place your outbound calling agents across multiple nodes while using a single SimpleDial system to manage and report on the campaigns.

Back office integration - This means that SimpleDial and your back office systems are working together to make sure your operations operate in a consistent and integrated fashion. It means the process of creating lists, checking the lists are still valid and recording results can be fully automated. This can be the most important part of your SimpleDial installation. There are 3 basic forms of integration. List, pre-call and post call.

• List integration - SimpleDial can query your data systems for the list of customers to be called on a campaign. This can be set up to be done periodically, perhaps even every hour. This automation can save considerable time and effort in setting up calling lists.
• Pre call integration - Before SimpleDial actually assigns a call to an agent, a final check can be done on the customer record in your data systems to see if the original conditions for choosing the customer for a call are still valid. For example, it may be on a collections campaign and the customer may have just paid. This integration saves your agents wasting time and making nuisance calls.
• Post call integration - Once the call has been completed, SimpleDial can save the results of the call in your data systems This can remove duplication and effort in synchronising the systems later.

Screen pop - means that your CRM or database can be automatically activated, with the current customer record, as soon as the agent initiates a call. You can choose if this happens before every call, when the call is answered, when it is released or simply when the agent clicks on the "pop" button. Screen pop support includes SAP, Siebel, Goldmine, ACT, mainframe "green screen", VTxxx, Clarify, Remedy, Outlook, Onyx, SuperOffice, IBS, ...and many more.

Symposium BCM or Meridian integration - SimpleDial has been specifically designed to work on the telephony systems from Nortel Networks. Integration features include database compatibility, shared agentID and integrated telephony.