For high-performance Contact Centers, proactive outbound communications has become a key success factor. By adding automated outbound calling campaigns, Contact Centers can streamline critical, high volume communications processes, increase their operational efficiency, reduce agent downtime, and blend inbound and outbound call handling to service multiple campaign requirements.
Organizations can use technology to optimize their outbound communications by learning from past calling results – reducing email terminations or ring-no-answer (RNA) situations – to improve future campaigns. By leveraging today’s advanced capabilities, innovative algorithms, while extending their reach via additional communications channels, organizations can maximize their customer engagement rates while respecting the ever-increasing range of regulatory restrictions – be they local, regional, state, or federal.
Including voice, and email and SMS, while offering campaign support for inbound and blended call handling.
Powerful dialing algorithms (Predictive, Power, Preview, Passive, Dial Request (manual dialing), simplify regulatory compliance, including TCPA, FDCP, DNC, and the new SMS regulations – all simultaneously or as specifically required for each campaign.
Easily upload, scrub, segment, de-dupe, and manage contact lists, respecting customer opt-in/opt-outs, while enabling more comprehensive customer details to be added to their profile (via CRM).
Analyze campaign success with statistics on contacts reached, positive/negative responses, conversions per campaign. Includes statistical analysis on contact strategy and agent productivity.
Optimize communications using the specific channels that customers prefer or by blending voice, voicemail, email, chat, or inbound-outbound SMS.
Run numerous campaigns simultaneously applying all applicable business rules to consistently and efficiently respect legal calling hours, time-zone and zip-code restrictions, do not call lists, using your historical best time to contact data.
PCI pause/resume capability protects customer personal data, recordings fully secured and optionally encrypted (when integrated).
Protect your customers and your organization with HD call recording, keyword indexing, timestamping, and encryption. Optimize agent coaching, training, and performance. More…
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