Power Dialer – Automatic Dialer
Power Dialer is a simple yet powerful add-on application, giving Crystal Call Center agents and managers full feature capability to initiate, track, schedule and report outbound calls. It offers excellent predictive dialing features, voice detection and a simple algorithmic redial engine. Power Dialer gives call center managers control over routing selected numbers to specific agents. It gives service agents ability to “own” a customer, therefore giving them the ability to continue with a customer and build a personal relationship. Power Dialer is a simple yet powerful capability giving agents and managers capability to assure minimum idle time and maximum call results. With minimal practice, call agents quickly become effective workers with superior time management skills.
Predictive dialing is a set of features giving call center agent one button dialing with automatic features. The first features are scrolling through a list of phone number automatically. This gives an agent a stream of calls without waiting for the next call. Each agent or a number of agents is assigns a “list” of phone numbers. As an agent finishes one call, a new phone number is “loaded” onto his next engagement and she can just speak to a caller. This way, a call agent is automatically connected to the next target customer. Power Dialer gives multiple agents using one list the same features. Predictive dialing also calls a number and assures a person is on the other side of the line by detecting a human voice. If a phone number is busy or does not answer, the phone number is returned to the list to be called at a later time.
Number / Customer to Agent Routing
Power Dialer gives both call center agents and managers the ability to customize a call list to each agent. Phone numbers can be routed to a specific agent or a group of agents.
Real Time Call Statistics
At all times, call agents and managers see call statistics with “list” parameters. With real time statistics, adjustments in list sources, use and agent scheduling can be tested in real-time and improvement made while call agents use the list.
Custom Call Policy
Do you need to mask your list with a “do not call” list? Do you need to test list integrity by sampling numbers then using a full list? Tikal Networks is experienced in customizing features. With both Asterisk application development and integration experience, our team can either develop or integrate any kind of feature, dialer application or business management (integration / API) to your call center installation.
Additional Key Features:
- Easy import, management, and export of list files
- Define custom retry options for each number
- Campaign-specific retry management
- Support for at-home agents
- Campaign scheduling
- Multi-number dialing
- Agent scripting
- Call monitoring
- Call recording