SIP-based outbound and blended predictive dialing
Outbound and blended campaigns can boost teleservices capabilities, fill sales pipelines, streamline collections, aid telemarketing and fundraising efforts - essentially augment any number of marketing and relationship management processes.
More than that, a well-planned, well-executed campaign can increase a business's revenues, dramatically.
Interaction Dialer pre-integrates to the Customer Interaction Center® (CIC) from Interactive Intelligence for outbound as well as blended predictive dialing... plus compliance options, call scripting, multi-site campaign management, intelligent campaign staging and more.
Much more.
Comprehensive dialing modes. Ensure pacing with Interaction Dialer's preview, power, predictive, precise, and multi-modal "agentless" dialing modes.
Campaign management and work scheduling. Target groups and times based on goals, manage databases and lists, and automatically transition agents from campaign to campaign.
Intelligent outbound dialing features. Support accurate and complete call analysis, time-sensitive dialing, and manual or automated call rescheduling in addition to Interaction Dialer's predictive, power, preview and precise dialing modes.
Inbound/ outbound blending. Drive outbound pacing according to inbound traffic with CIC's inherent ACD and routing features for inbound and outbound queues.
Multi-modal campaigns. Define a single campaign to leave a message on voicemail, send a fax to fax machines, yet route a live caller to an agent or an IVR script!
Patented predictive algorithm. Increase dialing granularity with Interaction Dialer's stage-based predicting - a staging algorithm so innovative it's backed by a U.S. Patent.
Features for agents, remote agents and WFM. Make campaign agents more effective with CIC's skills-based routing, call control, call announce feature, same-agent callbacks, and ability to support remote agents as well as finishing agents. Also integrate the Interaction OptimizerTM workforce management add-on module for forecasting and scheduling (and real-time adherence) based on CIC's historical ACD data.
Flexible scripting options. Create and drive campaign messages with Interaction Dialer's built-in scripting tools, from simple forms to WYSIWYG editing to COM API integration. Interaction Scripter also provides a powerful script creation environment using web capabilities including HTML and JavaScript, while Interaction EasyScripter provides the ability to lay out the flow of script pages at a high level, then drill down and define the elements of each page.
Contact policy sets. Control dialing and routing on a contact-by-contact basis just before or after dialing. Policy sets allow business logic to decide whether to place a call, dedicate an agent to be available (precise dialing), set call attributes for recording and post-call processing, or send notifications to supervisors.
SIP-based predictive dialing
Add the Interaction Gateway network appliance via a SIP-supported LAN or WAN, and get T1/ISDN spans plus digital trunk-to-SIP conversion for predictive dialing activities. Also get:
Advanced call analysis support in conjunction with CIC 2.4. Return outbound dialing results to the CIC/Interaction Dialer system for processing: Busy, Answering Machine, No Answer, Fax Machine, Positive Voice, SIT and others.
Greater campaign scalability and call volume capacity. Deploy multiple Interaction Gateway appliances on an NxM network architecture, and reliably accommodate hundreds of thousands of calls with greater load balancing and fault tolerance.
Campaign monitoring and compliance
Telemarketing Sales Rule (TSR) and compliance options. Define minimum connect times along with target and maximum abandon rates, campaign-specific Calling Number/Calling Party, legislative messages or IVR scripts if a caller isn't immediately connected to an agent, FTC safe harbor call logging, state and national Do Not Call lists, Caller ID support, and more.
Real-time quality monitoring. Pre-integrate the Interaction SupervisorTM plug-in module from Interactive Intelligence for specific real-time monitoring views in one interface, including workflow, campaign, agent and system views that provide tabular or graphical presentation and data range alerts. Also listen in on and record agent calls on demand.
Call activity reports. Utilize pre-built reports or create and customize new reports to ensure regulatory compliance. Interaction Dialer's agent utilization reports are graphical, allowing supervisors to quickly identify agents performing outside of their target range.
Tracking and recording. Tightly integrate the Interaction Recorder® module for multimedia recording, screen recording, and agent scoring, plus the Interaction TrackerTM application to archive complete contact and interaction histories with individuals.
Key benefits
Interaction Dialer's benefits get right to the point you'd expect them to - your bottom line:
Elevate agent productivity and contact success rates with Interaction Dialer's multiple dialing modes and highly accurate pacing to mimic reality. Automated workflows, inherent call blending, advanced call analysis, contact-by-contact dialing, and speech-enabled IVR also help you exceed goals.
Ensure regulatory compliance with Interaction Dialer's inherent TSR and compliance options and call activity reports, and with integrations to CIC's add-on applications for advanced quality monitoring, recording and interaction tracking.
Simplify campaign deployment and management with Interaction Dialer's built-in contact list import and scripting tools, and with CIC's real-time supervisory monitoring plug-in module and add-on WFM application - all configured and managed within a single interface in the CIC/Interaction Dialer environment.
Reduce costs with a complete SIP-based "all software" architecture that requires smaller servers, no spares, and no complex multi-box hardware configurations. The Interaction Gateway also reduces costs significantly over gateway products from other vendors.
Descripción
