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Outbound dialing features. Along with predictive, power and preview dialing modes, Interaction Dialer supports accurate and complete call analysis, time sensitive dialing, and manual or automated call rescheduling.
Agent-focused features. Maximize agent resources with simple and advanced scripting, skills-based routing, call control, call announce, same-agent callbacks, and the ability to support finishing agents and remote agents.
Inbound/ outbound blending. CIC's powerful routing features let multiple inbound and outbound queues work together to assure proper pacing of outbound calls according to inbound traffic.
Extensive supervisory and reporting tools. CIC and Interaction Dialer offer real-time workflow, campaign, agent and system monitoring via user-configured views that include tabular or graphical presentation and data range alerts. Get the ability to also listen and record agent calls, access a complete set of pre-built reports, and customize or create new reports.
Multi-modal campaigns. Define a single campaign to send a fax to fax machines, leave a message on voicemail, yet route a live caller to an agent or an IVR script!
Key benefits
With features that are more comprehensive than nearly any other outbound campaign management solution, Interaction Dialer's benefits get right to the point you'd expect them to-your bottom line:
Faster return on investment by building the most efficient and effective campaigns ever using a pre-integrated solution with powerful campaign controls. Seamlessly integrate call recording, sales verification and other capabilities so your company can realize an ROI in months vs. years. Increased contact success rates, whether your goal is to increase sales, collections or other contact objectives. Interaction Dialer helps you exceed goals with automated workflows, complete call analysis and contact-by-contact dialing control.
Improved agent utilization via campaign staging for more precise dialing. Combine with inbound/ outbound call blending, and increase agent productivity while still focusing on service level goals.
A lower total cost of ownership, since Interaction Dialer's simple and unified administration lets you control telephony, agent, queue, campaign, recording, reporting and more.
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