Interaction Dialer
Interaction Dialer works with the Customer Interaction Center® (CIC) software from Interactive Intelligence to provide complete outbound control through combined campaign/interaction management.
For outbound as well as inbound and blended interactions, CIC supplies the PBX, IVR, ACD and web gateways. When Interaction Dialer is implemented on the CIC server, outbound and inbound/outbound contact centres and teleservices providers get a fully integrated solution to create outbound campaigns of every kind-without having to add expensive predictive dialer hardware.
The single-server, "single-point" campaign and system administration provided by CIC and Interaction Dialer makes outbound efforts much more manageable
Using CIC and Interaction Dialer:
- goal-oriented outbound campaigns can be built which target distinct customer groups at specific times of the day or week, without forcing agents to log into and out of individual campaigns.
- comprehensive call capabilities
such as power, preview, and predictive dialing can be incorporated into campaigns.
campaigns can be scaled to several hundred agents at a single site or across multiple locations, including remote agents. - multi-modal campaigns can be conducted which can play messages, automatically gather customer input, or connect called parties to agents - the exact treatment of each call can be determined before the call is actually placed.
- web-based campaign scripts can be created and so the power of web-based technology can be utilised.
- outbound and inbound contact activities can be blended to elevate agent productivity
- telemarketing
regulations can be more easily complied with using campaign settings to control
caller abandon rates, Do Not Call lists, and playing legislative messages.
From
our partner Interactive Intelligence
