Compare Outbound Call Center Editions
Our Acarda Outbound call center software is available in two editions, Standard and Advanced. The Advanced edition includes all the features of the Standard edition along with the following extra features that give you more advanced reporting, objection handlers, campaign list management tools, and other functions to save you time managing your campaigns and outbound calling agents.
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.
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.
List Management 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.
Agent Remote Login
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.
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.
Multiple Campaign 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.
Global Call Backs
Contact Directory
Agent Restrictions
Campaigns and Teams
Agent Campaign Switching
OK To Call Management
Manager Edition Comparison Table
| Feature | Standard Edition | Advanced Edition |
|---|---|---|
| Flexible | Yes | Yes |
| Customizable | Yes | Yes |
| Multiple Campaigns | Yes | Yes |
| Multiple Teams | Yes | Yes |
| Agent Teams | One | Multiple |
| 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 |
Agent Edition Comparison Table
| Feature | Standard Edition | Advanced Edition |
|---|---|---|
| Demand Dialing | Yes | Yes |
| Preview Dialing | Yes | Yes |
| Zero Dropped Calls | Yes | Yes |
| Remote Agents (Off Site) | No | Yes |
| TAPI 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 |
| 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 |
Server Edition Comparison Table
| Feature | Standard Edition | Advanced Edition |
|---|---|---|
| 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 |
