| ALI’s OnQ v3.2 Improves Agent Productivity and Campaign Flexibility |
OnQ 3.2 Adds Scalability for Large-Volume Call Centers, Increased Multi-Channel Capabilities, and Dynamic Logic for Easy Intra-day Campaign Strategy ChangesAustin, Texas – February 16, 2010 – ALI Solutions™ ("ALI"), the leading provider of Intelligent Decision Automation solutions, announced a new release of OnQ, its solution for automating and centralizing call center campaign management. OnQ v3.2 adds new dynamic filtering and re-queuing features that give call centers complete control to monitor campaigns in real time and make changes intra-day as required. In addition, OnQ v3.2 can easily handle the increasing call volumes of today’s call center environments, enabling users to efficiently manage over 6 million calls per day on a single instance of the software. OnQ v3.2 currently processes more than 500 million records a month for a wide variety of call centers in various industries including financial services, telecommunications, debt collection agencies, education, and healthcare, and is deployed in production in eight countries worldwide. With this new release, call centers can easily create, manage and deliver effective multi-channel communication strategies aligned to each customer’s communication preference – whether it’s a live agent call, outbound automated message, SMS, or e-mail. OnQ v3.2 serves the needs of telemarketing and collections call centers with large processing requirements, as well as blended customer service operations with sophisticated call handling and intra-day re-segmentation strategies. Dennis Moroney, research director, TowerGroup, said, "It is essential that collections professionals recognize that despite skyrocketing volumes they need flexible capabilities for targeting different customers with different treatments. Collecting payments is critical, but so is holding on to your good customers and getting them to use their credit cards more." Said Thomas Miller, senior vice president of corporate development, ALI Solutions, "OnQ v3.2 is a major improvement in what is already industry-leading technology and it comes at a time when our clients need it most as they continue to battle a challenging economic environment. With OnQ v3.2 our clients can expand proactive outreach to incorporate multiple communication channels, manage campaigns across different time zones, filter and append records in real time, and make exclusions by telephone number. Whether our clients are servicing their customers, selling product or collecting past due payments, these features allow them to improve their productivity, streamline operational efficiencies and reduce communication costs for a better return on agents’ time and a fast ROI." OnQ v3.2 supports most of the leading automated dialers including Cisco, Avaya and Aspect, as well as many multi-channel communication products such as Soundbite Engage. Each of which counts on the new OnQ release to manage their customers’ contacts, whether telemarketing or collections, more efficiently and more productively. OnQ is one of three components of ALI’s Intelligent Contact Suite. The other two components are ActionSelect for Collections and CallTech. ActionSelect applies predictive analytics to determine the optimal channel and sequence for communicating with each customer, balancing the likelihood of response against the cost of each contact. CallTech, applies predictive models to help organizations schedule the Best-Time-To-Call customers, balancing available agent resources against the probability of customer contact. About ALI Solutions ###
Media ContactAnn Cain ALI Solutions 972-458-7244 This e-mail address is being protected from spambots. You need JavaScript enabled to view it |