Welcome to Tamaya- An IP Business Process Application

Tamaya has like all of VASoft applications been designed with core flexibility and functionality included. VASoft like our signature application NOVA have ensured that Tamaya is user friendly, scalable and follows the essence of our company in its design features.

Tamaya is an IP Business process application that has multiple core functionality. Tamaya was originally planned and designed to remove and replace the heart ache that many companies face when wanting to integrate their Telephony with their back office application.

Companies often found that they were happy with their existing database application, or web application but they could not use it with the "New Telephony system" that would deliver faster dialing, more connected calls, more statistics, more, more, more- and we, like them, found that- often more is less, regardless of the promises made. Customers would be forced to replace existing infrastructure and software and be shoved into square holes made for round pegs. In addition this change was expensive, not customizable, seldom worked the way the customer wanted it to, so the customer changed the way they did business, just like the good salesman told him to. We found our customers where tired of been told what to do at their expense, and the suppliers bad experience.

So we developed Tamaya- which means, in the middle, cause that what it is. Tamaya is an IP based telephony application and a Business process manager rolled into one.

We established that no business transaction could take place without it having to go through a process within an organization, and chances are that during that process, telephone calls would need to be made.

So Tamaya is designed to manage that process flow from cradle to grave along with any telephonic transaction that may be required.

Tamaya can be used for both Inbound and Outbound voice traffic and call generation, as well as to manage all the processes the transaction would need to follow through the company.

In addition to ensuring your business process is managed and that all the steps required to ensure successful transaction processing are followed and adhered to, Tamaya has a the ability to increase the customer contact ratio by agent, without behaving as a Predictive dialer.

Tamaya will manage a contact and the result of the contact from first attempt to last touch before handing off the result data for end processing, however it is not a Customer Relationship Management application, although it can and does add value to existing CRM applications.

Tamaya can be used as a standalone application or in conjunction with any in-house Data repository application.
 

Tamaya would appear to have three main characteristics

§ A dialing engine

§ A contact management engine

§ A results engine.

Dialing engine

The dialing engine is an automated process, whereby you the user only request a new contact once, the system will then systematically dial leads until a connection is made, at the same time pass this call and the lead information to the agent. This minimizes the time it takes an agent to obtain a call, and eliminates the duration between dial attempts by the agent. This also ensures that leads are not wasted like in a predictive dialer environment. The dialer engine will pass data parameters when needed to either the in-house data application or to the build in Web data capture application.

Contact Management engine

The contact management engine is exactly that, it stores and keeps track of all the transactions against the lead. It tracks dial attempts, time of day of dial attempts, makes use of the business rules established for the campaign, put leads into “queues” manages scheduled call backs, lists the calls for agents, it is the ultimate repository for contact information.

Results engine

The results engine determines what happens to the lead at the termination of call, regardless of a successful contact or not. In addition the result code determines the movement of a lead through the process. The process could include 2 types of quality management, one for sales capability and training and one for ensuring that all “T” are crossed and the “I” doted to ensure the sale was carried out correctly and all legal requirements are met. A number of additional processes may be added and could include- sending the contract to the client, checking the contract etc. In this way Tamaya lends itself to the management of business process, far more accurately than all workflow applications because it includes the ability to dial from within the application.

Reporting

As with all good applications, a product is only as good as the accurate reports it delivers. Tamaya comes with an extensive array of useful overview reports as well as a number of in-depth reports to allow you to manage your data and agent activity by the minute. Reports can also be integrated to existing in-house telephony applications as well as existing in-house back office products. All reports are generated in Crystal reports from our database.
Do remember that if used in conjunction with the VASoft NOVA Call Center application that your reporting mechanism will be enhanced and you will be able to have full reporting with regards the telephony aspect as well as the lead data.
 

Reports on Tamaya
Tamaya being a dialing engine as well as a process management application has to make sure that both aspect of the process are reported on in full, thus both dialing reports are available as well as process reports.
All reports are available by individual agent as well as teams, lead set, company, date, workstation, extension number, result code, status.
There are over 50 reports available as standard reports with Tamaya, however custom reports can be generated. Do remember that often definition may change from the Tamaya standard report and a customized report, which can and often does create confusion.
 

Should you like to know more about the Tamaya application or would like a demonstration, please don't hesitate to contact us to make the arrangements.