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Software that Maximizes Call Center Agent Productivity Increase your outbound agent efficiency by up to 20 times over manual dialing with our virtual call center software. Our virtual dialers filter out the busy signals, no-answers, answering machines, and fax machines, allowing your call center agents to maximize their productivity. With a full suite of rich CDR reporting tools, granular dialing campaign controls, and real time statistical data, you have complete control over managing your outbound call center.
Supported Dialing Modes • Predictive Dialer - Maximize your call center agent's productivity with our predictive dialing engine. Proprietary dialing algorithms combined with highly effective call progress detection ensure your agents are always working. Our predictive dialers can support thousands of simultaneous call center agents (significantly more than most six figure legacy premise based devices!). • Preview - Retain an extremely high level of contact quality while still increasing efficiency and providing accountability for all your call center communications. The virtual preview dialer allows your virtual call center agents to preview the leads and review lead history prior to dialing. Simply clicking a 'dial' button will connect your agents with the lead of their choice. • Broadcast - Send pre-recorded messages to your customer base. Gather important statistics and results in real-time to help you effectively manage your outbound call center campaign. • Click to Talk/ Click to Queue - Convert your web leads quickly and efficiently to human contacts. You can have a click-to-talk button up and running on your website in minutes. Connect to your call center agents or your sales force quickly and easily.
Key Outbound Dialer Features • Flexible List Loading - Provide your source lists in any format (CSV, Excel, etc). Map the columns dynamically using our intuitive interface. • Automated Time Zone Support - All leads are flagged with their respective time zone upon list load. You configure one set of scheduling rules and the system automatically dials only the valid leads for their local time zone. • Custom Scheduling - Configure multiple open/close times on a per queue basis. • Call Recording - Record every call to ensure the highest quality contact levels and call center customer service. • Call Progress Detection - Automatically filter out BUSY, NO ANSWER, MACHINE, FAX, INTERCEPT results. • Answering Machine Detection - Each campaign can optionally have answering machine detection enabled or disabled, based on the requirements of the particular telemarketing or telephone fundraising campaign. • Dynamic End-Call Dispositions - Configure as many dispositions as required on a per-campaign basis. Assign action items to your dispositions such as -- Add To DNC List, Automatically Re-Queue, Finalize Lead, Automated Warm/Cold Transfer to third party DIDs. • Custom Caller-ID - Provide custom caller ID on a campaign basis. • CRM Integration - Our system can communicate with any number of HTTP enabled Customer Relationship Management packages. If you have a proprietary CRM or one which doesn't have HTTP support, we will gladly work with you to develop a tightly integrated solution. • Custom Scripting - Create custom dynamic scripts which can guide your call center agents through properly processing each call as it is presented. Capture and store data to associate with the inbound phone call. • User Custom Scripting - Have your own scripting engine/application. We'll pop your application upon connecting the call center agent to a party. How our Outbound Call Center Solution Works You configure your telemarketing campaigns and load your leads through the dynamic list loader. Once your call center agents log on, they will immediately begin connecting with live answers. After each call, the agent will select the final call disposition, as well as provide any results of the survey/script. At any point during or after your campaign, you can access the robust suite of reporting and statistical tools to view the progress and results of your oubound call center campaign.
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