Frequently Asked Questions

1) What is it that the Accelerator does that I could not do myself? Leaving aside the issue of patents for the moment, we handle the transfer of the call itself, the issues of identification, which Collector group should get the call, dead air, what to do about leaving messages, recording volunteered information, navigating IVR and privacy blocking technologies - and of course we provide the operator staff, and optionally, the dialer.

Apart from solving these issues (and others) we also address two other fundamental problems: how to dispose of wrong party connects and how to balance the staffing levels of Operators and Collectors.

Coming back to our patent, no other organization has the right to make, use, sell, or, offer to sell technology based on the methods documented within our patent. If you would like more details on the UniversalSystems patent please click on the link at the bottom of the page where we have established a link to our patent at the U.S. patent office.

2) What is the difference between the ASP-1 and ASP-2 solution?
ASP-1 is where you provide the dialer, ASP-2 is where UniversalSystems® provide the dialer.

3) Does each Operator take up a licensed seat on the dialer?
Yes, each Operator uses a licensed seat on the dialer.

4) Are calls transferred out of the dialer and then back into the dialer?
All calls remain on the dialer at all times. The Operators log on as outbound agents and the Collectors log on as inbound agents.

5) What is the transfer talk-off?
Because the transfer between the Operator and Collector is for all intents and purposes instantaneous, and because the UniversalSystems® Operator does not complete the call as a transfer until the Collector is talking with the customer, the whole interaction is seamless; and as a result, there is actually no need for a "talk-off". In fact, 99% of the time, the customer believes they are talking to the same person throughout the entire interaction. In the rare instance the customer does notice and makes a comment, the Collector simply replies "that was my assistant who I asked to get you on the line" and immediately returns to obtaining the customer PTP.

A typical interaction is as follows:

• The dialer passes the call to a UniversalSystems® Operator who says, "Hello, can I please speak to Tim please?"
• Immediately upon confirming the Right Party, the UniversalSystems® Operator simply hits the conference key which immediately hunts and conferences the best Collector Group for that account.
• Because the Right Party has already been established, the Collector says, "The reason we're calling is..." and works the account exactly as before. Seamless.
• In the mean time the UniversalSystems® Operator silently and automatically drops out of the call and moves onto the next Live Voice Connect and the process begins again.