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TDI has developed a series of Encore-related products for other specific requirements. For details or more information on these or any other TDI product, simply contact us

• Alert Automated bulk notification for emergencies and other situations.
• Audition Dial-in Review Secure dial-up review of recorded conversations.
• WebAuditionLive Monitor live calls from anywhere using a telephone or an Internet browser.
• AutoVerification Automatic, fully-compliant verification of telephone and other transactions.
• Beeper Board Generate beep tones for recording notification.
• Callback Coach Manage the callback queue for relationship workers in public agencies and other applications.
• Defender Monitor, record, review, and archive telephone and radio communications for public safety and security.
• Response Interactive Voice Response enables callers to directly access database information without assistance.
• SmartAnswer Automate call routing, queue announce, and outdial callbacks. Many more features available.
• Soloist Monitor, record, review, and archive telephone conversations in remote or distributed offices.
• Web-based Playback Tools Monitor, transcribe, and validate recorded communications from anywhere in the world via Internet access

Our emergency notification system is already on duty at locations ranging from local school districts to weapons-grade plutonium reprocessing facilities. More than just an emergency outdial system, Encore Alert interfaces with pagers, cell phones, and email.

Encore Alert provides a fast, cost-effective emergency notification solution for school districts, daycare facilities, and municipalities to communicate safety information to parents of enrolled students and, for municipalities, to their customers. For a school or daycare facility, Encore Alert automatically generates calls to parents notifying them of student absenteeism, school closures, or evacuation due to inclement weather or terrorism. If desired, Encore Alert may be programmed to record a spoken confirmation from the receiving party, ensuring parents receive needed information. For a municipality, Encore Alert automatically notifies customers of scheduled utility outages due to repair of infrastructure, road closures, and other important messages in the case of terrorism.

When all of America is being advised to create a communication plan for their families in the event of terrorism, Encore Alert provides a helping hand.

• Easy import feature allows clients to interface existing data, such as student names or emergency notification numbers.
• Intelligent call generation allows parents to receive one call for all students at a facility.
• Reporting feature provides summary statistics on confirmed notifications, and those delivered but not confirmed. Other detailed reports provide a list of known contacts, and the date and time of all successful contacts.

• Parental notification of student absenteeism.
• Parental notification of suspicious persons.
• Emergency pickup instructions.
• Evacuation status.

• Scheduled utility outages due to repair of infrastructure.
• Road closures notification.
• Critical notifications possibly caused by terrorism.

• Assemble or assign critical staff to respond to significant events.
• Employee notification of breaking news to assure coordinated response.

Audition allows callers or quality assurance agents to review recorded messages by telephone, and provides a password-protected interface for clients of service bureaus to listen to their own calls, restricted by DNIS or Client ID. Web enabled call centers and clients can use Web Explorer to access calls through the Internet.

The user calls into the system and logs in by entering a user ID and password. Upon successful login, the system prompts the caller asking what type of lookup they want, and for any additional information required for that lookup. The system then states how many records meet the selection criteria, and the first call from the queue is played. The caller can proceed through the list of records selected, listening to each. The user can only listen to the calls; they cannot be altered in any way.

Welcome to Encore Audition.

• Please enter your ID number, followed by the pound key. [1111#]
• Please enter the password, followed by the pound key. [1234#]

• For your default search key, press 1
• For all records, press 2
• To search by field Record ID, press 3
• To search by ANI, press 4
• To search by DNIS, press 5
• To play calls tagged for you, press 6*
• For your secondary default search key, press 7
• For advanced options press the star key
• To end the call, press the pound key. [5]
• Please enter the DNIS, followed by the pound key. [4567#]
• Please wait while your records are retrieved. (27) records have been selected. (Plays first record)

• To continue to the next recording, press 1
• To repeat the current recording, press 2
• To go back to the previous recording, press 3
• To rewind 6 seconds, press 4
• To pause, press 5
• To jump forward 6 seconds, press 6
• To move to the first recording, press 7
• To move to a specific record number, press 8
• To move to the last recording, press 9
• For header information, press 0
• To return to the main menu, press pound
• [#] Returns to Enter QN again: (see above)
• [#] Exits
• Thank you for calling Encore Audition

• Login filters allow the system administrator to restrict logins to accessing certain records. The user may only access records that the login filter for their user ID can access.
• User selectable filters allow the user to find the record(s) that they are interested in.
• User selectable filters can query the user for one or more numbers, dates, or times, which are then used in the filter.
• Automatic gain control provides automatic volume leveling.
• Reports provide the system administrator with statistical usage information.
• Adjustable tracking level allows the system administrator to control how much information is logged on tracking reports.
• Adjustable header fields allow the system administrator to control what additional information about a record is presented to a caller.
• The prompt recording subsystem allows the system administrator to re-record and customize prompts to their own needs.

Audition is easy to configure with clear definitions that tie each user option to a simple keystroke command. Auditions custom capabilities allow the system administrator to record client-specific prompts to assure that everyone can hear the recordings they need.

In operation, Audition runs alongside every other Encore application and shares the standard Encore Response menu system and user interface.

• For real-time call monitoring from a remote station, take the WebAuditionLive Tour.70 Sec.

Get the same powerful features and functions as AuditionLive over the web with WebAuditionLive.

Welcome a new era of increased client satisfaction with AuditionLive. Now your clients can monitor their live calls 24 hours a day, 7 days a week with nothing more than a touchtone phone or Internet browser. TDI's AuditionLive is built on a shared platform with TDI's Encore, our advanced voice and data recording system, and shares many of its features, strength, and all of its genius.

• Allows contact center clients to listen to live agent conversations as they are actually happening.
• Operates on any PBX, ACD, or Predictive Dialer.
• Outside clients can reach AuditionLive through loop start ports, a T-1 connection, or streaming audio through an Internet connection*.
• Uses advanced security logic to allow multiple contact center clients to listen live to multiple calling campaigns.
• Simple selection method, requires no special client equipment or training.
• Able to listen live as agent conversations are actually happening.
• Accommodates "free seating" environment.
• Simple to install.
• Enhances competitive edge by offering a service to clients not available from other call centers.
• Surprisingly low cost.
• If bundled with TDI Encore, immediate review of recorded conversations is available from the completed call database.

In AuditionLive's design, security was our first concern. To assure that your clients can reach their calls, but no one else's, AuditionLive has a powerful security system that allows you to select by DNIS, Agent Skill Set, Trunk Group, Station Group, and individual Agents. AuditionLive's security is simple and powerful. Each caller receives a User ID and a password, and may be assigned to a group or added individually. For each group and each individual you can select a base filter that selects clients by DNIS or ACD Routing (Skill Set). If a current call fits the filter criteria, the caller can listen. If not, the window is closed tight.

Callers to AuditionLive have some very simple menu options. AuditionLive requires no training so you can share it with your clients with confidence.

Prefer an Internet connection? Select Web Audition Live.

Simply pressing the pound key (#) any time during a monitoring session allows the caller to define new criteria that selects a different set of calls to monitor. The following menu is spoken when the pound key (#) is pressed:

• To monitor calls based on a specific skill set or agent, press 1.
• For all calls, press 2.
• For advanced options, press the star key.

Also, there is a "camp on" menu when a caller wants to select a specific DNIS or agent:

• To monitor the next call for this agent, press 1.
• For information about this call, press 2.

Because AuditionLive is based on the powerful Encore Response voice response engine, real-time status monitoring is included, and multiple applications can be bundled as desired.

AuditionLive is simple and powerful. When your callers select the all calls option, security simply locks them out of any calls but their own.

AuditionLive works with any PBX, ACD, or Predictive Dialer. A real-time CT link and a silent monitor supervisory function is desired to offer the greatest flexibility, but AuditionLive can be configured to operate without CT when clients are segregated by trunk group, and without a silent monitor function by connecting externally, either on the trunk or agent side. Some of the PBX and ACD types that provide full-featured support are Avaya, Nortel, Siemens, NEC, Mitel, and Aspect.

Use Automated Verification to lower the cost of order processing dramatically. With Encore's AutoVerification application call centers can:

• Automatically verify orders and other transactions.
• Rapidly review verification responses to assure compliance and detect fraud.
• Use Encore's Web-based tools to allow off-site or off-shore review or to transcribe recorded information.
• Easily interface with your database.
• Transfer callers to a live agent whenever help is needed.
• Provide complete and auditable reports.

Encore's AutoVerification is used by the nation's largest telecom companies and many other businesses. Actual net savings can exceed a dollar per transaction.

In the simplest scenarios a sales agent transfers the caller to the AutoVerification system. Before connecting the caller and the system the agent keys in a handful of data (their ID and the transaction ID typically), and the AutoVerification system takes over. A typical call simply validates that the caller authorizes the transaction.

In more complex scenarios AutoVerification looks up the details of the transaction and use its advanced Text-to-Speech capabilities to prompt the user with the details, providing an absolutely clear record of the transaction and the customer's approval.

Encore AutoVerification can also place calls from a database record. This provides additional security against agent fraud and additional operational flexibility.

With Encore AutoVerification you can record the entire call, just the verification section, or just the responses. Your needs will vary by application.

Typically a skilled reviewer can listen to just the responses and quickly validate that a transaction has been approved. TDI's advanced playback tools allow the reviewer to instantly switch from hearing the entire recorded conversation to the responses only, and back again. Of course there may be just 10 seconds of responses in a two minute phone call, so the agent productivity increase can be incredible.

Generates the beep tones required by some jurisdictions. Beeps are only active during recording and offer customizable volume, interval, and duration settings.

Callback Coach maximizes caseworker effectiveness and eliminates client frustration by giving them assured results without having to wait on hold. Callback Coach is a revolutionary new contact center solution that opens new ways for clients and their caseworkers to work together to share ideas, resolve problems or issues, and get the job done, all in the midst of a busy case-worker schedule.

Callback Coach augments traditional voice mail and "pink slip" messaging by intelligently processing calls when a caseworker or account representative is busy or unavailable. Rather than blindly leaving a message and hoping for a callback, Callback Coach gives clients access to information and powerful contact management options. Caseworkers benefit by the ability to access and manage their callback queue.

Callback Coach is designed for public and private sector organizations where caseworkers, account representatives, and others are required to manage a complex flow of two-way information with their clients. These organizations foster a relationship with each client and, because of account assignments, prior relationships, or special skills, not just anyone should talk to a client. Instead, the client should speak with a particular individual who is familiar with his specific needs. TDI's SmartAnswer, which provides queue announce and intelligent call routing is designed for traditional contact center applications where the caller can be effectively served by any agent in a group.

• Appointment scheduling and verification
• Child support and other public agency caseworkers
• Inside sales and advanced technical support
• Insurance adjusters and caseworkers
• Non-emergency public safety

Callback Coach can be added to an existing TDI application, and other applications can be added to it. These include:

• Encore Alert, for automated and emergency outdial notification.
• Encore Response, for advanced voice recognition and voice response automated caller care applications.
• SmartAnswer, for queue announce and intelligent call routing.
• SmartAgent, for intelligent screen-pops.
• CenterPlus, for contact center agent evaluation, coaching, and optimization.
• Encore Recording, for contact recording and archiving applications.

Clients call their caseworkers with specific needs. Often these needs can only be met effectively with a real-time client-to-caseworker conversation. Just as often a simple two-way message exchange works as well or better. Callback Coach gives clients the options they need for success:

• Leave their name, a contact number, optionally leave a detailed message describing the issue, and request a callback, which is processed within a set waiting time.
• Leave a detailed message and request that the caseworker or account representative leave a response message in a special "client mailbox" that can be accessed only by the client.

Monitoring, recording, and archiving telephone and multi-channel radio communications for public safety and Homeland Security applications. Take charge of public safety communications with Encore™ Defender, a new-generation management and archiving tool that combines the power and flexibility you need to monitor and respond to events as they happen. Encore Defender lets you simultaneously monitor, and record conversations from multiple telephone lines, plus detrunk, monitor and record multiple radio channels. Choose what you want to hear now, and instantly play or replay what you need to hear next, all from a LAN or WAN connected PC. Control every function in an easy-to-use Windows environment. Specifically designed for public service organizations, Encore Defender delivers fast response, reliability, and cost efficiency. Fully-redundant architecture and royalty-free licensing mean you can install Defender software on as many PCs and archives you need without additional cost. Defender is the ideal voice/data recording tool for police, fire, emergency service, and any other public or private security use. If your agency could benefit from dispatch and communications recording, Encore Defender is made for you. Powerful and compact, Defender expands from 8 to more than 240 channels and interfaces seamlessly with the Encore Alert Emergency Notification System.

Click for screenshot Click for screenshot

• Multi-channel live monitor feature operates on any LAN or WAN connected PC.
• Multi-channel silence reconstruction with universal time synch.
• Simple interface for quick and easy access to calls, with Public Safety-focused field display.
• Instant Recall desktop icon with high security and Previous Call and Next Call buttons.
• Instantly select from one of four pre-defined filters.
• Royalty-free playback licenses and unlimited supervisory stations.
• Motorola, M/A Com, and Ericsson trunked radio demultiplexing with off-the-air control channel capture.
• Simple-to-use e-mail feature for selected or all recordings.
• Archive to CD or DVD. Automated tools create archived copies that include the database and playback software with no license fee.
• Multiple archive hardware support allows selected channels to be routed to specified media or devices.
• Open architecture, ANI, ALI-compliant. Ask about CALEA-compliant solutions.
• Fully redundant systems and components without additional licenses.

Interactive Voice Response Benefits and Features
"Make it easy for people to talk to you."

Interactive Voice Response (IVR) is a valuable addition to any call center, business, or government agency. IVR turns any telephone into a computer allowing callers to receive needed information directly from a database without any human assistance. Automating routine tasks such as looking up the status of an order or providing part availability can off-load callers from the queue and allow call centers to handle more calls with fewer agents. Encore Response is another application that helps to lower costs, reduce hold time, reduce talk time, lower the call abandonment rate, and increase caller satisfaction.

• How IVR works, including scripts and call flow diagrams
• How to connect to a database
• Major features and benefits

Encore Response is an application that runs on the Encore and SmartAnswer base systems.

The base system contains Dialogic voice board(s), a software license for each active port, software utilities, and documentation. It uses the Windows XP Pro operating system or you can choose to upgrade to Windows 2003 Server. Like Encore, TDI's IVR application development environment is built for "industrial-strength" applications scaling to hundreds or thousands of ports. It is Visual C++ based. Most applications have limited menu-driven configuration options that can be addressed by a mid-level system administrator. IVR customers may also purchase advanced programming training for their IS staff to enable them to completely modify or expand the system. Knowledge of Visual C++ is a prerequisite for this training.

Each PC platform can handle up to 96 ports, or a combination of 48 ports IVR and 48 ports full-time recording. For applications that require more than 96 ports, multiple PC platforms can be networked together into a seamless system. In a networked environment, each PC platform is referred to as a "Telephone Interface Module". The Telephone Interface Modules are networked together via private LAN with a system server, which is the central repository for all data and statistics, all site-specific programming, and all voice files.

The Telephone Interface Modules and the file server are standard PC platforms. The system also has an Administrative Console for system operations and diagnostics. An optional development system can be included for application development. It would consist of a standard PC platform, a voice board, and development software and utilities. A typical configuration for a 384 port system is pictured here. Smaller systems can operate in a single host PC.

Because of its powerful application development environment TDI's IVR systems support unlimited expansion, unlimited database links, and unlimited numbers of simultaneous applications that can be selected by port, by ANI/DNIS, or by caller entry.

To the base system, add IVR software and Voice Recognition or Text to Speech, if desired. There are numerous standard IVR software packages available from TDI. These packages have call flows and scripts pre-defined especially to meet the needs of call centers. Minimal customization is required for these packages.

• Database lookup

This software package is a generic package which allows callers to enter any specific number, such as an item number, part number, policy no. etc., and find out any information that is in the call center's database that can be spoken to callers. TDI's IVR can even schedule appointments, and will make reminder calls when the time is close.

• Account/order status

This software package allows callers to enter their unique ID number and hear the status of their account or order.

• Order entry

This software package automates the process of entering orders into the database. Callers can enter account numbers, item numbers, and quantities of merchandise they wish to order.

• Encore Alert! / Emergency Notification/Automated Dialing

This package builds on TDI's Emergency Notification System designed for mission critical applications at the Hanford and Savannah River weapons-grade Plutonium re-processing facilities. More than just an emergency outdial system, Encore Alert interfaces with pagers, cell phones, and email to provide rapid event-specific notification and response team compilation.

• Automated Verification

This package integrates recording and voice response to provide fully automated validation of sales and other business transactions. AutoVerification is in use now by many of the nation's largest long distance carriers, and many other businesses. Encore's web-based transcription and verification tools make quality assurance and validation a snap, even for remote call centers or offshore workers.

Single user digital recording for calls worth saving.

Take the power of networked digital recording on the road with Encore Soloist, the perfect recording, logging and archiving solution for remote or distributed office use.

With Soloist you can digitally record entire conversations or partial conversations from virtually any telephone digital, analog, cell, and even PC-based "net phones."

Recording can be prompted via random, automated script-based, or manual "hot-key" control. A uniquely-designed interface connects to your handset and records directly to the hard disk of your Windows 95, 98, NT, 2000, or XP PC. Recordings can later be archived DVD, CD-ROM, or DAT.

Soloist is ideal for home agents, public safety officials, virtual call centers, and anyone else who needs the benefits and security of call recording. In network mode, virtual agents connected to a central server can be recorded automatically for service observation or order verification. And, Soloist allows you to comply with the Federal Trade Commission's Telemarketing Sales Rule 310.3(a)(3) which requires recording of certain telemarketing calls.

• Soloist includes all of the features of Encore™.
• Transaction verification can operate on "hot-key" or script-based control.
• Soloist builds a local call database. For virtual call centers it provides full network support, automatically uploading records from any number of agents to a central server. Use a WAN or Internet connection to live-monitor agent calls in real time.
• Soloist is ideal for liability recording. Agent calls can be recorded in their entirety and collected to the centralized data server where they are immediately available for review. Archiving options include DVD,CD-ROM or DAT.
• Use Soloist's service observation features to monitor or record remote agents on a random or pre-selected schedule. A complete forms and reporting package is included with our Advanced Service Observation Option.
• Soloist supports the same advanced control program interface as Encore(ECAPI). Any scripted application that works with Encore can be applied to Soloist for local or remote operation.
• Connection is easy.... A simple adapter links your telephone to your PC's existing sound card.

• Digitizing rate and format
• 16 kHz GSM (Microsoft WAV format)
• Optional (high compression) formats
• 8 kbps TrueSpeech (Microsoft WAV format)
• Recording Control Options
• Agent control, random, VOX, CT, or script-based control using our powerful ECAPI interface and DDE connectivity.

Windows 95, 98, NT, 2000, or XP, 128 MB RAM, Sound Card with Microphone Input, Adequate Hard Drive Storage, LAN/WAN connection optional.

Optional beeps only play when recording is active. Requires full-duplex sound card.

TDI Encore and CenterPlus offer cutting edge applications that use the power of the Internet to empower you to manage your call center and customer relations in ways that have never been dreamed of before.

Encore Web Explorer allows you to share your recordings anywhere, and facilitate the creation of truly global call centers. Web Explorer offers a secure streaming media interface and a natural language search so you can find the calls they need, when they need them, without training or special skills. Service bureau call centers have group-level security so customers hear only their own calls. Distributed centers use Web Explorer to integrate recordings across the country or around the world into a single seamless database.

Here is Encore Web Explorer's simple Filter Wizard. Simple and complex compound filters can be entered, or inexperienced users can use the Filter Wizard or a collection of sample filters. The Search in Results button allows a user to zero in on the desired recording in a few sequential steps:

The Results Frame shows the recordings that are found. The columns shown on this screen and their order may be customized according to each user's preference.

Encore's Web Transcription and Web Verification provide centralized call transcription and validation features. Alternatively, the web interface can be used for remote or offshore contract staffing.

Live Monitor allows you to share your calls while they are taking place with others inside and outside your call center. Requiring only a TCP/IP connection and appropriate security, Live Monitor streams the audio in a compressed format to any Windows PC. Powerful Computer-Telephony-based tools assure that outside callers only hear calls they should - an essential feature in a multi-client service bureau contact center. For remote telephone access to real-time call activity, like Live Monitor but accessible through any touch-tone telephone, choose AuditionLive.

The hold way is history.

Let your customers take control of their queue choices, and watch your abandoned call rate drop with SmartAnswer, TDI's affordable intelligent call routing solution that plugs right into your existing ACD.

SmartAnswer incorporates queue announce, screen pops, intelligent call routing and automated callback in a PC-based system, and uses a CT link to actively monitor your PBX.

SmartAnswer's automated attendant interacts with your callers, telling them their place in queue as well as their expected wait time. Then callers are offered choices that can include continuing on hold, leaving a message, transferring to another extension, or requesting an automated callback. These options are all programmable, based on the number of callers in queue, so that calls can be sent directly to an available agent if one is available.

You'll see the results in improved customer service, easier peak traffic periods, and a dramatic reduction in abandoned calls.

Additional application modules include TDI's Intelligent Call Routing feature, or Data-Follow-Me™ for instant on-screen customer records. Enjoy plug-and-play compatibility with most any ACD or ACD-enhanced PBX.

• Intelligent Queue Announce tells callers their place in queue and their expected wait time. It also gives them choices for the outcome of their call.
• Options provided to callers can vary depending on the inbound ACD group. Up to 99 different groups can be easily established.
• Call centers can choose which in-queue options to offer callers based on the number of callers in the queue, average hold time, or time of day.
• With our Data-Follow-Me application module, SmartAnswer simultaneously transfers the call to the agent's phone terminal and the caller's data file to the agent's workstation screen.
• With our Intelligent Call Routing application module, SmartAnswer assures that the caller is routed to an ACD group ready to handle the caller's specific questions and concerns.
• Prompts for each ACD group can be customized for a specific application and recorded in a foreign language.
• Setup and system administration is maintained through a simple graphical interface, with easy-to-follow prompts.
• Standard reports show the number of calls handled by SmartAnswer, the number of times each menu option was chosen, and callback status.
• The SmartAnswer system is very flexible, allowing additional functionality. Application Modules and Accessibility Software can be added to the system with ease.

• Your answering system becomes interactive.
• Abandoned call rates are reduced.
• Staffing requirements are reduced.
• Customer satisfaction is increased.
• Agent morale is improved.
• SmartAnswer systems are affordable.
• Payback periods are typically under a year.

• SmartAnswer offers a wide range of add-on features that allow call centers to provide unmatched customer service.
• Data-Follow-Me speeds the process of serving customers who call to speak to a customer service representative. The Data-Follow-Me technology simultaneously routes a call to an agent and that caller's customer file to the agent's terminal screen.
• Intelligent Call Routing is an advanced method of routing an individual caller to the right ACD group using ANI or information input by callers.
• Automated Callback of Abandoned Calls automatically schedules a return call to callers who disconnect in the queue.
• Interactive Voice Response Modules provide callers with quick and easy access to information in local or remote data bases.
• Order Entry Software enables a callers to select items by catalog number using voice recognition and voice recording technology.
• Credit Card Billing Software adds on line credit card and verification functions.
• Outdial automatically calls a list of phone numbers provided by the call center, and queues answered calls to the next available agent.
• FaxBridge frees live operators from having to manually operate the fax machine. Callers select documents or information they would like to receive, and FaxBridge does the rest by automatically faxing the requested information to the caller.
• Client Messaging provides temporary mailboxes where clients can leave messages for, and retrieve messages from, their government or social service case workers.
• Voice Recognition converts spoken words into text or data that can be processed by a computer system.
• Telecommunications Devices for the Deaf (TDD) offers the same level of service to hearing-impaired and hearing callers.
• Multiple Languages automatically selects the correct language for the caller using inbound integration when available.

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