User Reference Guides Call Center Technology Computer Telephony Integration (CTI) Customer Relationship Management (CRM) Automatic Call Distribution (ACD) Interactive Voice Response (IVR) Predictive Dialers and Voice Broadcasting

Application Development Toolkit Emergency Notification Applications Linux Information Telemarketing Related Information Touchphone Survey Technology Telecommuting and Remote Agents

DSC User Reference Guides

Database Systems Corp. provides products and services for the call center industry. Included in this section of our tech library are our online user reference guides. Since the Company's inception in 1978, DSC has specialized in the development of software productivity tools, call center applications, computer telephony integration software, and PC based phone systems. These products have been developed to run on a wide variety of computer systems and have been tested and operational on LINUX servers and systems.

The following documents are a few of the online user guides and online manuals associated with these products.

Call Center Technology

Since the Company's inception in 1978, DSC has specialized in the development of communications and call center software and systems. Beginning with our CRM and call center applications, DSC has developed computer telephony integration software and PC based phone systems. These products have been developed to run on a wide variety of telecom computer systems and environments including LINUX, Unix and Windows operating systems. The following are articles and information relating to call center technology and products and services.

Computer Telephony Integration (CTI)

Computer Telephony Integration CTI software is a rich set of phone software library routines that enable application programs to control your phone system. This comprehensive CTI software lets you increase employee productivity, enhance customer service and reduce costs by combining the capabilities of our PACER phone system with the custom functionality of your Windows, Unix or Web applications. Data collected by your phone ACD (Automatic Call Distribution) or IVR (Interactive Voice Response) systems can be passed to your existing PC, Unix or Web applications through our phone software. The PACER predictive dialer can automatically call your customers and pass only connected calls to your agents. With our computer telephony software, your telephone and computer work together to provide cost-saving benefits.

Customer Relationship Management (CRM)

Telemation is a key product that aids companies in providing customer service, which vital to maintaining successful business relationships. Accurate information provided in a business-like manner is vital to any business or service operation. Telemation, our customer contact management and crm software application, was built with the flexibility to change. That is why so many contact center managers, with unique and ever changing requirements, have chosen and continue to use Telemation software as their solution of choice. When you need to quickly implement a new calling program or change existing ones, Telemation is the right choice.

Automatic Call Distribution (ACD)

Automatic call distribution systems are the heart of inbound call centers. ACD systems are call routing utilities for incoming calls and can be even used to route calls originated by our predictive dialer to the next available agent. Our PACER phone system comes with a complete automatic call distribution system for call routing.

PACER's ACD system and automatic call distributor can route calls based on the dialed phone number (DNIS) and the time of day. Additionally, the PACER IVR system can intelligently route calls using complex conditional logic. The PACER conforms to way you do business.

Interactive Voice Response (IVR)

Business phone systems and toll free answering systems (generally 800 numbers and their equivalent) are very popular for service and sales organizations, allowing customers and prospects to call your organization anywhere in the country. Our PACER IVR system adds another dimension to our call center phone system solutions. An Interactive Voice Response (IVR) processes inbound phone calls, plays recorded messages including information extracted from databases and the internet, and potentially routes calls to either in-house service agents or transfers the caller to an outside extension. It enhances our phone system's current robust features of predictive dialing, ACD, and digital call recording. This 800 number system acts as a toll free answering service, front ending your phone, collecting useful information from a caller before the call is transferred to an agent. And the IVR system could fulfill the caller’s request without a transfer. The Pacer IVR software solution gives your organization a 24 by 7 capability, providing around-the-clock information to your callers.

Predictive Dialers and Voice Broadcasting

The PACER phone system is a PC based call center phone system that is recognized as one of the premier inbound and outbound computer telephony systems. Features such as automatic call distribution (ACD), Interactive Voice Response (IVR) and call recording have added a new dimension to the predictive dialer and auto dialer capabilities of this system. The PACER IVR System with Text To Speech software acts as a stand-alone solution that is ideally suited for ACD and IVR outsourcing. Our computer telephony software and softphone opens this phone system to outside applications and developers. When combined with our Customer Relationship Management CRM software, the PACER predictive dialers and IVR systems are complete call center software solutions. And our new SMART Predictive Dialers revolutionize predictive dialing. Your call center can become instantly more productive with more calls handled by fewer agents, including work at home employees. Our predictive dialers far outpace old predictive dialer technology.

Application Development Toolkit

To develop new or upgrade legacy applications for today’s network environments, the NDK components TRANSACT, FASTPlus, EZTRAN, and THIN CLIENT are required as a minimum. A copy of the THIN CLIENT is required for each PC accessing the final application. The NDK / Server software component can reside on UNIX, LINUX, or a Windows/NT server.

Emergency Notification Applications

Should an emergency arise in your community, our 911 broadcast service can deliver large volumes of calls quickly using thousands of phone lines simultaneously. In the event of a blizzard, wild fire or devastating flood, your community can be notified quickly given specific instructions if an evacuation is required using our emergency broadcasting service. If a dangerous chemical spill occurs in your community, you can target specific areas to call. If a severe snow storm hits your area, your community can be notified of school closings or event cancellations.

The following are articles relating to the emergency notification and emergency alert voice broadcasting services and systems that are in use today. Also, included in our library are technical documents relating to our 911Broadcast products and services.

Linux Information

Linux has emerged as a viable operating environment for the telecommunications and Linux CRM Software marketplace. Since the Company's inception in 1978, DSC has specialized in the development of software productivity tools, call center applications, computer telephony integration software, and PC based phone systems. These products have been developed to run on a wide variety of computer systems and have been tested and operational on LINUX servers and systems. The following products and linux applications software are especially suited to operate in this environment.

Telemarketing Related Information

Organizations looking for outbound and inbound telemarketing services can outsource their IVR and voice broadcasting projects at our affordable telemarketing center. As designers of Interactive Voice Response IVR systems and Voice Broadcasting software, Database Systems Corp. (DSC) is uniquely positioned to manage your outsourcing programs saving your company both time and money. Because our products are created in-house, we can deliver comprehensive telemarketing services quickly -- providing you with a competitive advantage in the marketplace. Plus you will find our inbound and outbound telemarketing outsourcing services to be quite affordable.

The following are articles relating to the telemarketing industry including products and services in our business areas.

Touchphone Survey Technology

With technology from Database Systems Corp., we can develop your ivr phone survey applications using our interactive voice response IVR solutions. Surveys can be initiated by outbound phone calls or can be a response to callers. Using our PACER phone system with the Smart Message Dialer and survey software, we can call your survey prospects and play a highly focused and custom greeting. We then can give your survey audience the option to take your survey or even talk with a representative, leave a voice message, hear additional information, or simply decline to participate in the survey. The survey can accept touchphone response or can record each question response for later analysis. To view how other businesses and organizations are using this type of automated phone application, please visit our Phone Survey Applications web page.

The following are articles relating to survey techniques and touchphone survey products and services.

Telecommuting and Remote Agents

With technology from Database Systems Corp., the concept of a virtual call center is now a practical reality. Consider having your call center workforce accepting and making calls from remote offices or even from home. Also consider having monitoring and control technology in place to make this scenario possible. Perhaps even your supervisors are working from home as well. Also consider having a phone system that answers your customer inquiries on its own, but with agents available if ever needed. This phone system can even contact your customers or prospects with announcements and alerts.

Allowing your employees to work from home gives you a competitive edge over traditional call centers. Now you can hire highly qualified individuals who could not otherwise commute to your center. Handicapped individuals, single parents and the elderly can now become an integral part of your remote workforce.

The following are articles relating to telecommuting technology products and services.