The system allows the simultaneously dialing of the called parties’ numbers from a unified list, and also to distribute the calls among agents or automatically process them using IVR. The list of outbound calls may be edited in real time with the help of the Infra Call Center Outbound Campaign Manager application.
Infra Call Center uses several dialing modes:
- Progressive dialing
The system automatically dials customer numbers and transfers a call to an agent only if the connection was successfully established.
- Preview dialing
The system displays contact-related data to an agent, suggests to confirm the outbound call and only then starts dialing the contact number.
- Predictive dialing
The system estimates the number of free agents on the basis of current statistics, and may start beforehand, even when no agents are free.
A campaign may be automatically started or stopped at a specified date, time of day or day of the week. A few campaigns may be simultaneously handled by the same or different groups of agents.
Besides mass outbound dialing, the system enables the processing of callbacks. The called party uses either IVR or a website to specify a number to call back. The user may also specify a date, day of the week and time interval for calling back.
Procedures for creating and handling the list of outbound calls can be easily integrated with any CRM systems. additionally, the CRM system interface may be used for creating the outbound campaign and controlling its completion.
The agent’s console integrated with a CRM system includes the capability, similar to processing inbound calls, to pop-up a window with a contact-related information once the connection is established. Thus, processing an outbound call, from a call center agent point of view, makes no difference whatsoever with processing an inbound call. The same agent may simultaneously process both inbound and outbound calls.
