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Acarda Outbound Call Center (Team) Editions

Acarda Outbound Call Center (Team) software is available in two editions, Standard and Advanced. The Advanced edition includes all the features of the Standard edition along with the following key differences.

Advanced Reporting

While the Standard Edition does have some grid-based reports the Advanced Edition includes an additional 12 reports designed using the Crystal Reports designer. These reports include the following:

  • Dial List reports for Call Status, Called Response, Telephone Number Audit, and Appointments.
  • Agent reports for Agent Audit, Agent Logged In Time, Calls By Agent, Agent Hourly Breakdown, and Agent Daily Breakdown.
  • Campaign reports for Calls By Campaign, Calls By Day By Campaign, and Calls By Day.

outbound calling reports

Objection Handler

The Objection Handler, found only in the Advanced Edition, makes available to the agent a list of common objections or questions so the agent can quickly find the best scripted reply. Objection handler to assist with frequent questions or objections.


Transfer Tools

In the Advanced Edition the manager has access to tools that allows them to transfer dial records and call back records to a different agent, call back records from one campaign to another, and records to another campaign based on the response of calls made.

Transfer call records between campaigns.

Agent View Lists

With the Advanced Edition agents can view lists of Calls Made or scheduled Call Backs and then easily retrieve that record back again by double clicking the record in the list.

View calls made and call backs to action.

Supports Multiple-Layouts

Acarda Outbound allows you to have multiple campaigns and to assign different Teams of agents a campaign to call.  In the Standard Edition the layout of the Dial Card is the same for all campaigns; however, with the Advanced Edition you can set a different layout for each campaign.  This is especially desirable when campaigns hold or collect different types of data for different types of campaigns.

Import Templates

Calling lists can be imported into campaigns through a process of matching up the data in the import file to the Acarda Outbound database fields. If you have multiple lead sources you may have import files with different formats. Unique to the Advanced Edition, Import Templates allow you to define, ahead of time, how import files are to be mapped to the Acarda Outbound database fields and then later you can select the relevant Import Template to be used with a particular import file. Take a look at our blog for more details on importing calling lists:

Global Call Backs

The Advanced Edition allows you to have global call backs across campaigns.  This means that if you are working on a new campaign but a requested call back falls due from a different campaign the Acarda Outbound Server will send it to the appropriate agent.  It also means that future call backs from all campaigns can be view in the Acarda Outbound Agent software when the agent views the future call backs list.

Contact Directory

The Advanced Edition gives you a Contacts directory to allow you to keep contact details for those telephone numbers you call regularly. This allows you to build up a call history for the contact.  For each telephone number record if you select to use the Contact Card in the agent software then Acarda Outbound will check the Contacts directory for each Dial Card number.  The Dial Card number is the telephone number in the campaign you are working on.  The Dial Card in the agent software holds the details about the telephone number for the campaign. If that telephone number is found in the Contacts directory it will display a Contact Card for it to the right of the Dial Card in the agents screen. 

In addition, if your business calls contacts regularly you can keep the contact details in the Contacts directory and then make a campaign to call at the click of a button.  You can group contacts by a classification, for example assign them to a calling cycle of 1 month in the year, and then create campaigns based on the calling cycle classification.

Record/Play Functions

The Advanced Edition agents can play a pre-recorded wav file to voice mail they encounter.  Another use for this feature is if they encounter a language they don’t speak they can play a pre-recorded message in that language to the person who answered the phone.  It is also possible to record part of the conversation to a wav file.  For example this could be useful to record credit card approvals.  These features require the hardware to support playing and recording of wav files.  When using TAPI, recording or playing files requires the appropriate hardware such as a TAPI voice modem. In the Advanced Edition, the inbuilt VoIP dialer allows you to record the conversation once the call is connected.

Agent Restrictions

The Advanced Edition allows the manager to configure the agent software so that the agent must select a Response before they can edit the Dial Card data.  They can also cause the cursor to jump to a particular position in the Dial Card after a Response has been selected.  The Advanced Edition also allows the Manager to force agents to select either a Response or a Call Back option before moving to the next record.

Agent dial card for outbound calling.

Agent Remote Login

While most call center configurations will have all staff, agents, calling from the same location, the Advanced Edition allows agents to be remotely located so you can have the one Acarda Outbound system setup for both on-site and off-site staff or multiple office locations. All the off-site agent requires is a good internet connection. This gives you the advantage of cloud-based systems without the associated risks.

Time Zones

The time zone management in the Advanced Edition facilitates calling to multiple time zones. Data imported can include a time zone field and the Acarda Outbound server will then only send that data to agents during assigned calling periods. Take a look at our blog for more details on this feature:

Campaigns and Teams

Calling lists are imported to a Campaign and a Team of Agents are assigned to work on a Campaign. The Standard Edition allows up to three Campaigns and three Teams to be setup whereas the Advanced Edition has no limit to the number of Campaigns and Teams.

OK To Call Management

The OK To Call (OTC) feature in Acarda Outbound enables you to call telephone numbers even though they may be found on the Do Not Call list. In some case a business may be able to call a number, if they are for example a customer, or if the person has given the business permission to call. Take a look at our blog for more details on this feature:

Return to the main Acarda Outbound Team page here.

The following table compares the features in each edition:

Feature Standard Edition Advanced Edition
Acarda Outbond Manager
Flexible Yes Yes
Customizable Yes Yes
Multiple Campaigns Yes Yes
Multiple Teams Yes Yes
Agent Teams Yes Yes
Team Statistics Yes Yes
Real Time Statistics Yes Yes
Dial List Grid-Based Reporting Yes Yes
Dial List reports for Call Status, Called Response, Telephone Number Audit, and Appointments No Yes
History Grid-Based Reporting Yes Yes
Statistics Grid-Based Reporting Yes Yes
Agent reports for Agent Audit, Agent Logged In Time, Calls By Agent, Agent Hourly Breakdown, and Agent Daily Breakdown. No Yes
Campaign reports for Calls By Campaign, Calls By Day By Campaign, and Calls By Day. No Yes
Campaign Script Yes Yes
Call History Log Yes Yes
Multiple Agent Screen Layouts No Yes
Database Status Monitor Yes Yes
Do Not Call Management Yes Yes
Do Not Call Number Removal Yes Yes
OK To Call Management No Yes
Data Transfer Tools Simple Advanced
Import Data Ability Yes Yes
Import Templates No Yes
Export Data Ability Yes Yes
Import Support Table Data No Yes
Contacts Directory No Yes
Number of Campaigns Up to 5 Unlimited
Number of Teams Up to 5 Unlimited
Acarda Outbound Agent
Demand Dialing Yes Yes
Preview Dialing Yes Yes
Zero Dropped Calls Yes Yes
TAPI Dialing Yes Yes
VOIP Dialing Yes*** Yes***
3rd-Party Softphone Dialing Yes** Yes**
Script Window Yes Yes
Objection Handler No Yes
Hot-Key Shortcuts Yes Yes
Agent View Calls Made No Yes
Agent View Call Backs No Yes
Play Pre-recorded Message No Yes*
Record Conversations No Yes*
Pop-up Web Browser Yes Yes
Pop-up Email Yes Yes
Force Agents Response No Yes
Prompt Tips No Yes
Add New Dial Record Ability Yes Yes
Add New Do Not Call Ability Yes Yes
Dial Record Recall Yes Yes
Remote Agents (Off Site) No Yes

* If using TAPI then requires appropriate hardware such as a TAPI voice modem.
** For 3rd-Party Softphone Dialing the Softphone must support command line parameters.
*** VoIP Dialing requires a 3rd-party softphone that supports command line parameters such as Zoiper or x-Lite version 3.

Acarda Outbound Server
Centralized Databases Yes Yes
Dialer Campaign Database Yes Yes
Call History Database Yes Yes
Do Not Call Database (for your DNC numbers) Yes Yes
OK To Call Database (for your OTC numbers) No Yes
Configuration Database Yes Yes
Database Types Microsoft Access Microsoft Access or SQL Server
Call Back Queuing Yes Yes
Global Call Backs No Yes
Multiple Call Back Owner Levels Yes Yes
Maintains Login/Logout History Yes Yes
Maintains Call History Yes Yes
Checks Do Not Call Every Dial Yes Yes
Set Maximum Redial Attempts Yes Yes
Time Zones No Yes

Return to the main Acarda Outbound Team page here.

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