Company History

Home Page TeleService Technologies (TST) is the sales and support organization for inbound call center products developed by Doyle-Logan Systems.   DLS started developing software and systems for a variety of industries, back in 1986.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.

© 2017 TeleService Technologies Home     Company     Sales     Service     Industry     Demos     Training     Contacts