Our powerful dialer allows you to execute your outbound campaigns to optimum effect. The dialer contains three different settings: preview, progressive and predictive.
The dialer shows the agent information about the next individual to be contacted before establishing the call. The preview mode allows the employee to prepare for the conversation and look up relevant customer information.
The dialer manages the call file fully automatically. As soon as an employee is available, the system calls the next contact and sends the call to the employee, along with the corresponding data screen. As soon as the call has been completed, the dialer launches a new call. Progressive dialing is primarily used in a business-to-business environment.
The predictive dialer anticipates and eliminates non-productive calls, i.e. when no call is established due to a busy signal, no answer, fax number or wrong number. Predictive dialing significantly increases effective talk time (by up to 40%). What's more, you can set the call speed yourself.
With the help of these comprehensive supervision tools, the supervisor can monitor and adjust the status of agents at any time if required. The supervisor has real-time insight, which means he/she can see all the relevant information (AHT, SLA, waiting, abandoned, etc.) of the call center at a glance. The supervision screen contains a toolbar with telephony functions which the supervisor can use to listen in, whisper, launch conference calls, send messages, record conversations and take over screens in order to give the employees optimum support. With the help of these comprehensive supervision tools, the supervisor can therefore monitor and adjust the status of the agents at any time if required.
The scripter allows you to support your employees during the call. Customer information is displayed and data enriched. Contact Center Live features an integrated scripting tool which allows you to easily create scripts to support your agents during the customer dialogue. The scripter is also suitable for establishing links with other applications and databases. This allows data to be directly displayed, modified and stored in the back office systems by means of the script.
Convert website visitors into calling customers. The ‘Call Me Now’ functionality is the ideal way to convert website visitors into calling customers. The ‘Call Me Now’ button makes a telephone connection between a visitor to your website and one of your employees.
The ‘Call Me Now’ feature allows you to call your customers immediately or at a later time. This is an excellent way to spread activity levels at your contact center.
The call blocking (DO Not Call Me) feature is integrated into the Contact Center Live environment as standard. This enables you to comply with call blocking legislation. The call blocking feature is integrated into the Contact Center Live environment as standard.
This enables you to comply with call blocking legislation. The call blocking IVR can be configured flexibly per campaign. The caller blocking data can then easily be exported in accordance with the format defined by the call blocking register.