Call Center Application [Z©CCS] 

 

Predictive dialing is a system of outbound calling that dials without the agent on the line. The system dials the phone, listens and when a live "hello" is detected, automatically transfers the call to an available agent. The dialer places numerous calls simultaneously, checking each number for a live "hello" or for another call disposition. If the call is busy, no answer, not working, etc., the dialer either discards or reschedules the call, then dials another number. The dialer is predictive because it anticipates when the next agent will become available, and when the next "hello" will be detected.

 

Key Features ::

• Scripting

• Campaign management

• Web Administration

• Campaign Supervisor

• Unlimited Simultaneous Projects / Complete Scalability

• Security

• Reporting

• Concise reports display the details of nearly every aspect of a call centers' day-to-day operations making them powerful tool to gauging a campaigns productivity and performance.

• Open architecture/product integration

• Open database platform, including MS Access, SQL Server and Oracle as a native database for outbound calling and virtually any database that supports ADO for links within a script.

• Supports – Analog/PBX/VoIP

• Communication Solutions – Inbound/Outbound/blending

• Enabled with Do not Call Facility

• Receive Reports via Emails

Features ::

• Database integration

• Scripting

• Reporting

• Predictive dialers

• Inbound/OB/blending

• Multiple simultaneous campaigns

• Appointment scheduling

• IVR

• Pops on Agent PC during inbound/outbound call

• intelligent call routing

• screen-based telephony

• intelligent dialing

• automated display of information - based on caller-provided information along with a telephone transfer

• Automatic Email Scheduling for Reporting

 

Application Areas :: 

• Order status

• Customer Interaction & Support

• Information on products and services

• Account status

• Reservation status

• Customer Call Centre Services

• CRM Services

• Mail Order Processing Services

• Data Capture, Data Processing & Data Management Services

• Campaign Response Handling

• Storage & Fulfillment

• Direct Mail Marketing Services

Key Benefits ::

• Customer contact centre, information lines and help-desks

• Inbound call handling by live operator or IVR

• Mail order processing, subscription & donation management

• Promotional campaign response handling & fulfillment

• List cleaning

• Database development

• Lead generation & appointment setting

• Customer relationship management (CRM)

• Nearest dealer