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divine Helps Contact Center Customers Comply With Strict New Dialer Guidelines Requiring the Virtual Elimination of Abandoned CallsFree Seminar, White Paper to Provide Details on New Predictive Dialer Regulations, Strategies for ComplianceCHICAGO, Sept. 10 /PRNewswire-FirstCall/ -- divine, inc., (Nasdaq: DVIN - News), a leading provider of solutions for the extended enterprise, today announced that it will hold a series of seminars jointly with the Direct Marketing Association (DMA) to educate customers on the new predictive dialer regulations recently passed by California. The seminar will also feature divine experts discussing techniques for operating outbound campaigns to ensure compliance with these regulations. The first seminar will be held in conjunction with the annual two-day Western Region meeting of the Contact Center Solutions Users Group (an independent user group comprised of divine predictive dialer customers) and will take place at the Marriott Hotel in Newport Beach, Calif., on Monday, Oct. 7th, from 1:00 -- 4:00 p.m. Seminar participants will receive a white paper entitled, "Compliance with Predictive Dialer Regulations: Keeping Nuisance Rates Low While Delivering High Productivity." "Historically as Melita and now as divine, we have provided the best solutions for the predictive dialer marketplace with patented, sophisticated features designed specifically to provide the lowest customer nuisance rate in the industry. Our philosophy has been engineered into our products and enables our customers to provide high levels of customer care comparable to those required by the new regulations, while regularly achieving the highest productivity associated with automated outbound technologies," said George Landgrebe, executive vice president, divine Software Services. "Through activities such as this seminar series and our continued participation in industry associations such as the DMA, American Telemarketers Association and American Bankers Association, we will lead in addressing issues of concern to our customer base and in providing the support tools needed to ensure their continued success." The current wave of new regulations mandate having an agent available to talk to those being dialed, preventing hang-ups or placing called parties on hold, for calls made by predictive dialer systems. The most stringent of those regulations, California's, allows a maximum error rate of 3 percent, with a proposed reduction to 1 percent on Jan. 1, 2003, pending further review. The rule applies to calls made by automatic outbound dialing systems in which no agent responds to the called party within two seconds of the recipient's phone picking up. Businesses are also required to log, report, and archive calling statistics in order to verify compliance. Jerry Cerasale, senior vice president, government affairs for the DMA, will participate in the divine seminar, outlining the California call-abandonment restrictions as well as other legislative developments. "With the new California regulations already in effect and other states considering similar legislation, it is imperative that DMA members and all companies in the teleservices industry understand the new requirements and quickly identify strategies for compliance," Cerasale said. The DMA is the leading trade association for businesses interested in interactive and database marketing with nearly 4,700 member companies in the United States and 53 other nations. divine's flagship predictive dialing solution, divine Conversations, has a proven track record of providing companies in sectors such as financial services and telemarketing with high productivity levels combined with minimal customer nuisance. divine Conversations Version 5.0, released in the spring, further enhances call center performance and productivity with numerous improvements to the core predictive dialing functionality involved in the regulatory compliance such as Do Not Call list management. Version 5.00 also provides two new CTI integrations, out-of-the-box integration to divine's sophisticated business analytics solution, divine SoftMetric, and divine StrategyFlow, a multi-channel proactive customer contact campaign management solution. To register for the California seminar, visit divine's Web site, http://seminars.divine.com/go/CACIM, or call 866.999.3846. Dates and locations for the remaining seminars will be announced shortly. For more information about the Contact Center Solutions Users Group, visit the organization's Web site, http://www.ccsug.org About divine, inc. divine, inc., (Nasdaq: DVIN - News) is focused on extended enterprise solutions. Through professional services, software services and managed services, divine extends business systems beyond the edge of the enterprise throughout the entire value chain, including suppliers, partners and customers. divine offers single-point accountability for end-to-end solutions that enhance profitability through increased revenue, productivity and customer loyalty. The company provides expertise in collaboration, interaction and knowledge solutions that enlighten, empower and extend enterprise systems. Founded in 1999, divine focuses on Global 5000 and high-growth middle market firms, government agencies and educational institutions and currently serves over 20,000 customers. For more information, visit the company's Web site at http://www.divine.com divine is a trademark of divine, inc. All other trademarks, trade names and service marks referenced herein are the properties of their respective companies. top of page |
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