Everything they need, all on one screen. Simple and intuitive call controls and clear and complete customer and call data combine to create a great experience for customers and agents alike.
The powerful outbound dialler makes all the calls. Call progress analysis screens out everything but live customers, which means agents never waste time dialling, waiting to be connected or dealing with answering machines.
Your agents are only connected when a live customer is detected. Our dialler filters out unproductive calls including busy signals, unanswered calls, disconnected numbers and answering machines.
No more awkward silence when the customer answers the call, realises it’s a telemarketing call and hangs up. Your agents are connected instantly; a valuable feature that has proven to increase results.
We can integrate your CRM or ERP data right into the agent’s call screen so they have access to the data they need. No more juggling multiple screens.
Our integrated scripting feature ensures your agents deliver a consistent pitch, improving interactions and business outcomes.
Whilst the customer is on the call, agents can quickly send emails using pre-prepared responses or sms messages containing a link. Contact across channels is recorded against customer data.
Our system prompts your agent to complete the wrap data before moving onto the next call. Wrap screens are fully customisable and include disposition, call exclusion and call back data entry panels.
We leverage this expertise to help you tailor the right approach to deliver the outcomes you need.
The predictive dialler builds a pacing algorithm based on previous calls and predicts when an agent will become available, minimising agent idle time and maximising efficiency.
With the power dialler outbound calls can be automatically launched at a set rate, giving managers full control over outbound pacing.
The preview dialler allows agent to get ready for calls, by reviewing customer info beforehand, then clicking the dialler to make the call.
Call progress analysis allows non-productive results like busy tones, no answer, and answering machines to be screened out so only live customers are connected to agents.
Flexible filtering of customers to be dialled gives administrators powerful tools to only dial the right people at the right time.
Quickly and efficiently launch massive numbers of unattended, automated outbound calls or SMS messages to customers.
Managers can run multiple campaigns to multiple lists, using customised campaign scripts.
Customer data presented to the agent within the call screen, to start the interaction immediately.
Agents can be assigned to both inbound and outbound queues, increasing agent utilisation and productivity by making outbound calls when inbound call volumes are low.
Agents productive and on their first call within seconds of logging into the system.
With the blended feature, you can configure the system with the agent’s knowledge and skill set. The agent can be listed in the Automatic Call Distribution system to receive inbound calls when needed.
Outcomes recorded against campaigns for analysis of lists, results, do not call, call backs, etc. so you can quickly review campaign results and make adjustments on the fly if needed.