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| In 1988, DLS released its first
teleservice system as a phone enabled contact manager.
Since that time revisions and expansions evolved into
the DLS Order Entry™ - line of products. Our
product philosophy has centered on enabling you to easily
customize and enhance your own call center applications.
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| In 1990, DLS installed its first
telephony hardware and software system, an automatic voice
attendant and voice mail unit for a real estate office. As
communication and computer systems began merging, DLS expanded
into the world of computer telephone integration (CTI). In
1992, TST was established to sell and support the CTI products
developed by DLS. |
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| In 1992, we entered the call center
market with the Orders Administrator, which took calls and orders
out of proprietary call system equipment, then down into a PC for
further data management (ie. letters, labels, reports, exports to
other systems, and so forth). That same year we integrated
our PC based Order Entry system with the Orders Administrator and
adapted both products for telephone switch integration or
independent use. |
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| In 1993 and 1994, we increased our
staff and improved the system, while servicing more inbound call
centers and telephone answering services throughout the U.S. and
Canada. In the telephone answering service industry, we
pioneered online credit card processing, dealer locate, appointment
scheduling, on-screen catalogue pages, plus a variety of other
innovations for script driven, telephone agent software. |
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| In 1995, as a Dialogic™ developer
in conjunction with a call center, we completed alpha testing on
our own digital Automatic Call Distributor (ACD) for inbound call
center applications. This brought us squarely into the world
of TSAPI and TAPI switch interfaces. |
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| In 1996 and 1997, we began upgrading
our systems for the latest versions of WindowsNT™ and
Windows95™. Also, as Novell™ developers, we expanded
our systems to integrate with Novell's latest network for LANs
and Intranets. In the last quarter of 1996, working with the
Intel Corporation, TST established the world's first Internet
Multi-Media Call Center (Voice over I.P. with video).
That center and two others operated as beta sites to connect calls
directly to the next available agent's PC over the Internet from
the caller's PC using some of the world's first Internet phones
and an I.P. based ACD. |
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| In 1998 and 1999, we grew our
Order Entry system by leaps and bounds, adding new modules,
new programmability, and new ways to utilize the World
Wide Web from within a call center. Our oMail product provided
automated, customized email (for confirmations, reports,
files, etc.) sent to clients and callers, after each call
or periodically in batches. Another new feature was the
launching of specific client web pages from within Order Entry
scripts during phone calls, thus enabling better phone agent
control of calls taken via a browser. Other features included full
client/server architecture and increased use of computer memory
for handling very large scripts and databases, along with a
number of system level utilities and enhancements to our
reporting and exporting capabilities. Benefits to our clients
quickly showed up in expanded call center marketing and
delivery capabilities. |
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| In 2000, TST added the DLS
inbound email module - MailQ. This opened up new profit centers
for call centers by handling incoming email in an orderly
fashion between incoming call peaks. During this year a new
remote site module was delivered to the California Highway Patrol's
San Diego center for monitoring all call activity from
any of the hundreds of call boxes at nearly every
mile along the freeways. |
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| In 2001, TST released more of
its latest 32-bit Windows upgrades of its products, while DLS
developed new remote dlView modules for extending call centers
beyond their brick and mortar. Benefits of dlView to TST's call
centers and their clients quickly soared, because of the real-time
connection between a call center and external sites (such as
fulfillment houses and other partners). The dlView soon evolved
into the DLS oHost for clients to connect to their call
center via their browser over the Internet. |
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| In 2002, expansion continued
on Internet connectivity, call center client service, and new
returns on investment for TST customers. The new DLS oLink module
widened the highway between call centers and remote users of
dlView and the oHost. Newer upgrades of all call center system
modules brought improved telephone switch and Internet
connectivity including additional methods of website integration.
An Internet shopper could now complete a webpage purchase and
within minutes call the 800 number to talk with a live phone
agent about the purchase just completed on the web. The call
center client could then see both transactions on their own
browser within minutes, as well. |
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| In 2003, security was
greatly increased for DLS call centers with the addition of
DLStart. This software, installed on agent and supervisor
stations, replaces the "Start" button, the menus, the taskbar,
the desktop and its icons. Call center operators no longer have
access to various places in the call center system or to software
that should not be used on the job. All system and Internet access
became preset and secured by the system administrator in support
of serving call center clients. |
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| In 2004, a variety of new
features and functions were added throughout the system, including
"Web Fetch" which reaches across the Internet (in the background)
to bring real-time data to call handling. Also, a new more powerful
and flexible version of the oHost was released allowing call
center clients to view call records and reports securely via the
Internet with their own browsers. The inventory areas for
catalog scripts was expanded and improved for personalization,
kit items, and mix/match prices. Appointment scheduling and dealer
locate were also upgraded. |
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| In 2005, security again
received a huge boost with the dynamic encryption of all call data
entered and all support information such as inventory, locations,
scheduling, etc. Credit card information has been long since
hidden from view; but, now with these upgrades every campaign or
outsourced client could have its own separately encrypted files,
each with dynamically created unique and hidden keys. Thus, vital
records and files are kept in a fully encrypted state making them
virtually useless, even if somehow taken by unauthorized
personnel. |
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| In 2007, direct connection to
any web server at any point during call handling and data entry
became routine in DLS Order Entry. This means during any call,
any number of connections can be made to any number of web servers
as the call progresses, thus, providing phone agents with a wealth
of support information such as real-time inventory, real-time
customer data, shipping information and so forth. This feature
called "DLS Web Partner" was built upon DLS Web Fetch and specifically
interfaces external, legacy catalog systems - directly. |
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| In 2008, more queuing of tasks
and events for outbound and inbound calls became a focus of call center
expansion. DLS software added new database support and new
functionality to further enhance its support of dispatching, outbound
call campaigns and reminders to assist in the completion of complex
tasks. Also, a billing module was added to the product line. |
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| In 2009, email for surveys and
marketing was added to the DLS Order Entry package with ways to route
responses to qualified operators. Using technology derived from our
upgrades to the oMail system, we launched automated outbound email with
the idea of generating calls, web hits and email responses. |
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| In 2010, automation once again
took the spotlight with the need for web interaction to help drive
business through our clients' doors. Like a player piano, the DLS
"Grabber" (automated browser) just runs quietly in the background
going to web sites, logging on, doing work and completing tasks as
if an operator is sitting there at the keyboard and mouse. This
newest innovation from DLS increased its first client's revenues
by over 50% in its first six months of application and continued up
from there. |
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| From 2011, we have been focusing
on our complete rewrite of the entire system for our upcoming newest
version sequence, 3.x. This platform upgrade will incorporate all
prior functionality, plus a huge number of new features, additional
flexibility, web interfaces and applications for the world of call
and ecommerce centers. |
