Standard Products

BallotPoint Find out more about CCComplete's electronic balloting and survey system.


CCComplete doesn't really offer a suite of "standard" applications. Instead, we view each application as being custom. While the term "custom" sounds like it may be painful or expensive to develop, we have found that in essence every application is custom. That's why our technical team works closely with each client to develop a unique suite of solutions specific to that client. We figure that no matter what you are looking for, we have already done something very similar, which puts us in a unique position to leverage much of the work done on prior applications in order to meet your specific requirements. What this means to you is that the development time and cost for your application can be significantly less than that offered by other vendors, who may charge you additional development time for work already done on behalf of other clients.

Out-sourcing your application means you make no capital investment nor need to keep technical personnel on staff to manage or maintain your system. CCComplete provides the entire infrastructure and we continue to upgrade our hardware and software to increase efficiency, reliability, and performance.

When necessary, we can connect directly to your database, meaning that we are always working with the most current information available.

Please spend some time below looking at just some of the applications currently running at CCComplete. Feel free to contact us with any questions you may have on your specific needs. Even if you don't find an application that exactly matches what you are looking for - we don't expect you will - we are confident that we can meet your needs by utilizing modules from existing applications or, when necessary, to develop new modules to complete your needs.

State Tourism Information Request and Survey Line

As a result of television and printed advertisements, people call into the system to request a free catalog on state tourism and travel information. The system prompts the caller for their name, address, and phone number. The system then prompts the caller to answer a few questions regarding their travel interest/timeframe as well as demographic information.

The recordings are transcribed and that information is matched with the survey information and sent to a fulfillment house, where the brochures are mailed to the callers and the survey info is sent to a marketing company for further analysis.

Multiple phone numbers are used to identify the media used by the customer that initiated the phone call. Call statistics (date/time of calls, phone number called, location called from, etc.) is available on the web in near real-time (updated every 5 to 10 minutes). The client uses this information to track the success of their advertisements. Daily and monthly summary reports are also emailed to the client.

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Retail/Repair Store Locator and Information Request Line

As a result of printed material, people call into the IVR system to either locate the nearest retail or repair location (via zip code) or leave their name and address information to receive a free brochure of available products.

The caller enters their zip code and is provided with the names and addresses of up to three retail or repair locations, as requested, and associated phone numbers. If no location is found in the caller's vicinity, then mail-order information is provided.

For catalog requests, the caller is prompted for their mailing information. This information is transcribed and sent, along with the location of the nearest retail store, to a fulfillment house for delivery of a free catalog. On a weekly basis, CCComplete receives an email from the client of all catalog requests made to the client's web page. These records are also matched with the location of the nearest retail store and sent to the fulfillment house.

Multiple phone numbers are used to identify the media used by the customer that initiated the phone call. Call statistics (date/time of calls, phone number called, location called from, etc.) is available on the web in near real-time (updated every 5 to 10 minutes). The client uses this information to track the success of their advertisements. Daily and monthly summary reports are also emailed to the client.

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Cancer Information Hotline

As a result of printed material and/or TV advertisements, people having a specific form of cancer or knowing someone that has that type of cancer call into the system to request information. The information being requested is either on the cancer itself, or information on a peer-to-peer program that puts people with cancer in contact with cancer survivors.

The caller leaves their contact information - usually name/address, but sometimes only phone number for a call back. The information is transcribed and sent to the client, who either sends the requested information to the caller or puts the caller in contact with a cancer survivor.

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Retail Specialty Store Locator and Job Hotline

As a result of printed advertisements (usually Sunday news paper) people call in to find the nearest retail store. People key in their zip code and the system finds the location of the nearest store and speaks directions to the store, the store phone number, and the store hours.

An option is also available for the caller to seek information on job opportunities. When requested, the system transfers the caller to a job hotline, which is manned by operators who can provide additional information.

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Third Party Verification

Due to recent problems with long distance carriers switching customers from a competing LD carrier without the customer's knowledge, regulations have been put in place requiring carriers to verify, using an independent third-party, that the customer has authorized the switch from one LD carrier to another.

Once a long distance salesman has convinced the person to switch their long distance service, the salesman calls into the CCComplete system, identifies the caller by their home/business billing telephone phone number(s), and conferences in the customer. The customer is prompted to speak his name and asked a few questions to acknowledge and authorize the switch of his long distance service. After the call has completed the recorded information is concatenated and converted into mp3 audio format. The resulting recording is immediately ftp'd to the client's server, where it is archived and used in the event that there is a dispute indicating an unauthorized transfer of the customer's long distance service.

CCComplete also provides an application that allows the client to call in to the IVR system and listen to the recordings made on behalf of a particular billing telephone number. This allows the customer to listen to a recording without having to pull the recordings from their archives.

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Commercial Fueling Station Locator

Truckers belonging to a commercial refueling service can call the IVR system to find the location of a commercial fueling station in a specified city or along a specified interstate or highway. The trucker enters the two-digit code that identifies the state he is requesting information for and then decides whether to find a station via city name or interstate or highway.

If a trucker decides to find a station by city (e.g., say he's driving into Portland), he would start entering, via his touch-tone keypad, the digits corresponding to the letters to spell Portland (7, 6, 7, 8, etc.). He continues to enter digits until the system determines the city he is requesting or determines there is no way for him to continue entering digits to spell the name of a city having a commercial fueling station.

If the trucker decides to find a station by interstate or highway, then he simply enters the numbers corresponding to that interstate or highway.

Once a match is found, the system plays the locations in that city or along the specified interstate or highway for the previously selected state. The information spoken includes the address and directions to the station, and types of fuels and services available as well as truck access conditions into and out of the station.

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Radio Sweepstakes

As a result of promotions aired on radio, people call into the IVR system hoping for a chance to win a prize. After hearing information regarding the sweepstakes (e.g., eligibility rules) the system typically prompts the caller to speak their name, phone number and age. (On occasion additional information is requested.) All information is recorded and stored on a remote server.

After the completion of the sweepstakes (typically 4 to 6 weeks), CCComplete randomly selects a sweepstakes winner and 10 alternate winners (used should the radio station not be able to contact the winner) from the resulting recordings. The randomly selected recordings are transcribed, with the information being emailed to the client for immediate release to contact the winner(s).

A CD containing .wav audio files of all entrants, the script spoken to the caller, and the list of winners/alternate winners is mailed to the client for their records.

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Benefit Line Extended Call Routing

Employees having a question regarding one of their benefits (e.g., health, dental, 401k, etc.) are provided with a single number to call that will connect them to their desired benefit provider. The caller navigates his way through a series of menus to determine the desired benefit provider he needs to speak to. Once determined, the system transfers the caller to that provider.

The use of this application means that the employees need to know only one phone number, rather that the dozen or so numbers the system can ultimately transfer to.

Callers are allowed to hear all prompts in either English or Spanish.

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In-Store Demonstration and Reporting System

Employees of a marketing firm that demonstrate nationally known products in grocery and home improvement stores call into the IVR to report their daily activity. Depending on the phone number called, the caller is prompted for information, such as their event ID, the date worked, and other information specific to the in-store demonstration. This information might include the number of samples and/or coupons distributed, the price of the product demonstrated, and the amount of product left on the store shelf after the demonstration has completed.

One of the inbound phone numbers is directed to an IVR application that is controlled by information stored in a database. The client is able to add new jobs, and in essence new call flows, to the system in real-time. Using a web page the client can add new jobs, set phrases for the questions to be asked of demonstrators, and set question parameters (minimum/maximum values, type of question - yes/no, money, numeric, etc.) for use in verifying data entered. The client then calls the IVR system to record the phrases specific to the new demonstration. Instantly that job is ready for the first demonstrator to call in to report activity for that job. These tools allow the client to, in essence, generate new call flows within minutes and in his own timeframe.

A summary of all calls received and the information reported by the demonstrators are emailed to the client on a daily basis or can be viewed/downloaded from the Internet for real-time call reporting.

This program took the place of a mail-in system. What used to take weeks to receive all forms from the demonstrators and to compile statistics is now completed in minutes. Utilizing this system means the client has almost immediate access to the results and can generate marketing information for its customers in a much more timely fashion.

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Debit Card Activation/Deactivation Line

When the employees of a marketing firm go to grocery or home improvement stores to demonstrate product, there is a need for the employee to have product available to demonstrate and/or give away. In the past, the employees were either shipped product or an agreement was put in place where payment could be made to the employee or the store to pay for the product.

The demonstrators are now sent an inactive debit card with their demonstration information. The demonstrator calls into the IVR system prior to their demonstration, enters the ID of the event they're working and the debit card number. They then select whether to activate or deactivate the card. This information is gathered by the IVR system and a request is generated and sent across the Internet to the client's system, which has the authorization to activate or deactivate the debit card. (Utilizing the client's database via an Internet connection means that CCComplete always has access to current information.)

Once the debit card is successfully activated, the demonstrator can take the debit card to the store's check stand and purchase product for the demonstration - paying for it with the debit card just as if he was using his own ATM card, bank debit card, or credit card.

This program has accomplished three things. First, there is no need to pay shipping costs to send product to the demonstrator. Second, there is no need to set up payment methods between the client and all stores where demonstrations are taking place. And third, the client gets the added benefit of knowing that someone is indeed at the store performing the scheduled demonstration.

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Emergency Notification System

A client who provides engineering support is headquartered in the Midwest where natural disasters seem to occur on a regular basis. CCComplete supplies an emergency backup and notification system to this client. When a disaster occurs or a system outage is detected, employees are sent home. All calls coming into the engineering call center are subsequently routed to CCComplete. When such a call is received, the system issues notifications to a list of on-call employees alerting them of the system outage and the fact that customer calls are pending. The alerts are sent in the form of emails, SMS messages, numeric pages, and telephone calls.

When alerted, it's the responsibility of the employees to call in to the IVR system and log-in. The employee enters his ID, password, and sets the phone number of where he can be reached should a customer call be received.

Once logged in, the IVR system will transfer calls to those employees. If the wait is too long for a caller, he is given the opportunity to leave a voice mail. The mere presence of a voicemail in the system will cause alerts to again be sent. Alert messages are repeated in predefined intervals should additional calls be received or voicemails not yet acted upon remain in the system.

When the emergency is deemed to be over, the client calls into the system and cancels the alert. Everyone receiving an earlier message indicating the start of the emergency is again notified, this time, however, that the emergency is over. The system remains idle until the next emergency is detected, at which time the process is repeated.

Web pages exist for the client to update employee information (e.g., email or text pager addresses or numeric pager numbers) and assign the persons to receive alert notifications at the desired intervals. There are also web pages that allow supervisors to see calls in progress during an emergency, the state of the call (on hold or in conference) and, if connected to an agent, who the caller is connected to.

Finally, there is a web page used by the supervisor that shows the results of all previous emergencies. Information, such as who was notified, which agents called in to the IVR to log in, and information about the customer calls themselves. This is provided for the supervisor to analyze the results of an emergency, thereby ensuring their customers are receiving satisfactory care.

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Voicemail

A nationally known car rental company utilizes a long distance carrier to route customer calls to a rental dealership in the area where a rental car is to be picked-up or returned. During off hours these calls are routed to CCComplete's voicemail system.

The LD carrier calls the voicemail application, emits DTMF tones that identify the mailbox corresponding to the desired rental dealership, and transfers the caller to the voicemail application. The voicemail application greets the caller with a standard or custom greeting and then records a voicemail. After the caller hangs-up, a database is updated to indicate the presence of a new voicemail message and the mailbox number the message is intended for.

Each mailbox has an option identifying if and how a notification should be sent to the rental dealership indicating that a new voicemail message is available. The options include how to notify the dealership - either by email, text page, or via a telephone call - as well when the notification should be sent - either immediately or at a predefined time.

The rental dealerships call in to the voicemail application to retrieve their messages. When the application answers, the system prompts the caller for the voicemail box number. If valid the caller then enters his PIN and, if successful, is greeted with a message specifying the number of new and saved messages in the mailbox. Options are then made available for the caller to listen to voicemails and either save or delete those messages. Once a message is deleted the caller has the ability to restore messages to a new or saved status.

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