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January 11, 2006 - Sales Team Automation
Offers Call Monitoring and Recording Solution
Enhancing the InsideSales.com Hosted CRM
CTI Platform.
Springville, UT. – January 11, 2006
– Sales Team Automation DBA InsideSales.com,
a leading provider of on-demand customer
relationship management (CRM) products and
services, today announced they have enhanced
the InsideSales.com CTI (computer telephony
integration) functionality to provide comprehensive
call monitoring and recording for quality
assurance solutions. This new solution offers
a fully-integrated voice-and-data evaluation
tool specifically designed to meet the challenges
of the call center market. .
The hosted InsideSales.com CTI monitoring
and recording system synchronizes the monitoring
and/or recording of both voice and data
capturing of an entire call transaction
for quality assurance (QA) evaluation, helping
managers assess responsiveness, accuracy
and overall interaction between phone-professionals
and customers. It is the most effective
method for gauging the effectiveness of
inbound and outbound sales and support center
services and offers a more complete solution
by supporting both voice monitoring and
recording capabilities as well as the full
suite of CRM tracking and monitoring capabilities.
Recordings can be triggered by call ratios,
manager initiated events or user initiated
events. Recorded transactions can be conveniently
and selectively listened to because they
will be attached to each contact record
in the form of a playable audio file. There
are also reports and tools to search and
backup all audio files for security purposes.
Sales Managers now have a consol to view
all inside sales call center agents, and
can selectively monitor any call real-time.
Because of the hosted/on-demand nature of
the InsideSales.com CTI functionality, management
call monitoring can occur with remote phone
sales agents and managers. Additionally,
there is no hardware or software download
required, it is all provided through the
web based InsideSales.com sales management
application.
"Today’s inside sales centers
need solutions that can leverage existing
phone systems and sales methodologies to
improve the inside sales centers quality.
The InsideSales.com integrated solution
is quickly deployed with a companies’
existing environment and hardware, thus,
enabling organizations to leverage current
hardware while providing a short learning
curve that can save time and money traditionally
needed for training," said David R.
Elkington, CEO of Sales Team Automation.
The InsideSales.com Solution:
The InsideSales.com CTI monitoring and recording
system for sales call centers comprises
three modules:
- Management Monitoring Consul
Module – Enables managers
to view all agents’ current status
and time in their current status. It delivers
the necessary tools to perform management
of a centralized or remote team. Sales
managers can view all active calls with
a click of a button and can either be
monitoring the call, or record a chosen
call which can be reviewed at a later
time.
- Voice Recording Module
– Digitally logs calls, records
voice and digitally stores it to the InsideSales.com
servers. It stores the digitally recorded
call within the context of the hosted
CRM; all recorded call can be accessed
through the web based CRM attached with
each called contact as an attached file
of type ‘Recorded Call’.
- Reporting and Storage Module
– Allows users to find recordings
based on contacts, companies, dates and
times. It then allows a full download
and back-up of all recorded calls as .wav
files. The tool set allow users to save
file names dynamically based on the contact
name, company name, call date and time,
and sales agent.
"The InsideSales.com integrated solution
offers the most complete and comprehensive
package for monitoring and recording of
the agents call process, identifying weaknesses
and strengths in the agent’s quality
level. This leverages the captured sessions
for coaching and distributed playback to
agents for immediate feedback, keeping "best"
and "worst" call examples for
CBT (Computer Based Training) to deliver
realistic production scenarios to train
new trainees," said Kenneth Krogue,
CSO and President at Sales Team Automation.
About InsideSales.com.
Sales Team Automation dba InsideSales.com
is a leading provider of advanced on-demand
applications and services that help businesses
better communicate with their customers,
partners and employees. Sales Team Automation's
InsideSales.com solution provides integrated
sales force automation, customer service
and support, marketing automation and analytics
to help companies meet the challenges of
effective communication with customers,
partners and employees. All components of
the InsideSales.com solution offer a complete
CTI functionality enabling automation and
integration in a complete system.
Sales Team Automation dba InsideSales.com
offers a unique value proposition to small
and mid-sized organizations looking to enhance
the effectiveness of their sales initiatives.
From our intuitive and simple-to-use Web-enabled
interface to our robust reporting and forecasting
abilities, Sales Team Automation provides
comprehensive SFA tools at close to 30 percent
less than other Web-based SFA applications.
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