A Predictive Dialer is an ideal tool for the businesses with huge call volume. The Predictive Dialer has a functionality to anticipate when to place next call i.e. Based on the number of agents and the stipulated average talk time it adjusts its calling pattern. For e.g. If the agent’s availability is on the higher side and also the call is short, Predictive dialer dials the number more frequently. Similarly, if agents are not available or the average talk time is more, it adjusts accordingly and ensures to keep the customer on less or no hold.
Automation can be a major contributor in better resource utilization and increased productivity. The auto dialer feature of our Contact Center will automate a crucial part of an outbound calling campaign in a Contact Center. This will fetch the leads from the database or CRM and call the number of leads as per the dial ratio. Once the call is connected, it will detect who is on the other side of the phone, a human or an answering machine or busy signal. If the system detects an answering machine or voicemail, it will be dropped at the same moment to save time and thus increase efficiency of the dial rate. However, if it gets connected with the customer either it plays pre-recorded message which is often called as Voice Broadcasting or Robo Calling or it connects with the respective person and will be routed to the available agent. The whole process will be performed automatically by the dialer.
This feature is the best to qualify leads and passes only qualified calls to the agent as it is tinguishes the live human pick-up from the answering machine.
SKILL BASED MAPPING
Route-Calls to Right-Agent at Right-Time
Let’s take the customer’s engagement with the organizations to the next higher level. With the Skill Based routing, the customer calls will be routed to the agents with whom customer would be interested in talking to as the calls will be segmented on the basis of each agent’s skills.
This makes the communication more precise and raises the accuracy level.
This leads the agents to work more efficiently as per their forte and can come up with fruitful results and immense customer satisfaction, not only results but it boosts agent’s confidence and their morale to work harder as he is a master of a particular field.
An assignment strategy which opts the best suited agent for the particular call instead of simply transferring it to next available agent.
Say No to IP Phones!
In corporate world utilization of workspace is a crucial part which has to be done in a way which soothes to everyone. Especially in Contact centers, small cubicles are crafted for executives where desktop, external phone, headphone and other stuff is kept, it looks so clumsy as hardly they have space to fit into it.
Our Contact Center has come with a solution for the businesses working in less space. Unlike, other software, Our Contact Center has inbuilt webphone which is based on WebRTC technology by Google.
Here people do not require any IP phone or hard phone or any third party softphone as it has inbuilt in the software. Executives will be logging in their portal and the webphone will pop up in their window.
- Call on Mute
- DTMF to dial call manually
- Internal Transfer
- External Transfer
- Disposition to fill the outcome of the call
- CRM integration via API
AUTOMATIC CALL DISTRIBUTION
Streamline Call Flow
Want to streamline heavy call flow? Here comes, Advanced ACD which helps you in evenly distributing the calls among available agents by following specific strategies.Yeah! Now don’t worry about handling the calls manually, concentrate only on the performance and achieving the objectives of existence.
With these predefined protocols automatically these calls will be routed to the available agents, which avoids burden on single agent and also keeps the customer on less or not on-hold.
STRATEGY TO DISTRIBUTE CALLS
- Agents-With-Least-Talk Time
- Round Robin
REAL TIME ANALYTICS AND REPORTS
For any call center, analytics and reports are very much important to measure current performance, find improvement area and improvisation. The reports play a major role in decision making. Here Real time analytics and reports can provide minute level details in real time to the supervisors and management to keep close eyes over the performance of the agents and ensure they are providing the best customer experience to the callers.
Our Contact Center has the dashboard view with different metrics for the supervisors and admin for live monitoring so they can keep track of different areas. This real time reports can be further drilled down to check things at a granular level, too.
BELOW IS THE LIST OF AREAS WHICH CAN BE TRACKED USING REAL TIME ANALYTICS AND REPORTS
- Promotional Dialer
- Progressive Dialer
- Preview Dialer
- Manual Dialer
Let’s explore more features and set your team up for success thereby creating a value to your business.
- Real Time
- Registration Status
2. Multi-tenant Support
3. Multi-lingual Support
4. Trunk/Gateway Management
5. DID Management
6. Campaign Management
7. Configurable Scripts
8. Lead Management
9. Easy Agent Management
10. Inbuilt Basic CRM
11. Agent Callback Management
12. Outbound Job Scheduler
13. Easy to Configure Call Routing
15. Multi Level Interactive Voice Response (IVR)
16. Music on Hold (MOH)
17. Advanced Dialers:
18. Answering Machine Detection
- External number
- External Number
- Sticky Agent
- Barge-in / Coaching / Whisper
- Automatic Missed call / Abandoned Call Dialing
- DNC Control
- Call Disposition Details
- Agent Break Details
- Live Call Monitoring
- 100% Voice Logging
- Recording Playback & Download Options
- Real Time Queue & Agent Status
- Real Time Call Status
- Real Time Campaign Monitor
- Standard Reports
- Multi Users Login
- User wise Time Zone
- Theme Selection
- Time Conditions based Inbound Call Routing
- Week Off Mode
- Holiday Mode