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TDI’s Liberation™ platform includes Customer Interaction Management (CIM), Customer Relationship Management (CRM), and Workforce Optimization (WFO) solutions that enable enterprises, cross-industry, to increase revenues, acquire new customers, retain their existing customers and provide higher levels of customer service. With Liberation, management can leverage customer and prospect information from their data warehouses to create, launch, monitor and track numerous types of campaigns in their multi-channel customer contact centers.

Liberation facilitates the delivery of contacts to agents (outbound, inbound, email, web, etc.) and includes dialog guides for agents. Dialog guides are displayed on the agent desktop, providing the appropriate information based upon the customer’s profile and corresponding campaign. As the agent talks with the customer, different prompts appear on-screen providing additional information to help personalize the dialog, as well as suggestions to help the agent overcome objections or improve the interaction with the customer. As transactions take place, information is automatically sent to other systems in the enterprise and authorizations are provided on agent screens, eliminating second call backs to customers. Also, while these activities are taking place interactions are being monitored and recorded and managers can make real-time modifications to the campaigns to increase the effectiveness of the agents and improve campaign results. Businesses that automate their revenue generating campaigns with Liberation are able to do so with significantly reduced implementation and support related expenses such as consulting, systems integration, and training. By improving the timeliness of implementation, our customers are able to avoid opportunity losses and realize a faster return on investment.

The Liberation platform leverages industry standard hardware, software and operating systems currently in place in our customers businesses. Database information used in campaigns resides in a Microsoft SQL database on the Liberation Database Server as well as other back office systems being used by our customers. Standard telecommunications hardware and software provided by vendors such as Dialogic, Audio codes, etc. are leveraged in the delivery or our CIM applications.

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