Increasing global competition has made outstanding caller
service an important basis of competitive advantage. Your
call center plays a critical role in providing the high quality
of sales and service your callers and prospects expect.
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Seamless
Predictive Dialing or sequential Preview or Power
Dialing increases agent productivity up to 400% over manual
dialing by allowing agents to speak with live contacts
virtually continuously. (more...)
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Enhanced
IVR (Interactive Voice Response) Integration (Inbound
and Outbound) lets contacts navigate easily to find the
exact information they need, by using their touch tone
phone and often eliminates the need for a CSR. Outbound
IVR can leave thousands of messages on answering machines
in a fraction of the time it can be done manually, delivering
your message quickly where you want it. |
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Intelligent
Call Routing (Business rules for routing of Inbound
Calls using DNIS, ANI and DTMF) routes calls to agents
most skilled at meeting a particular need, greatly increasing
customer satisfaction. |
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ACD
(Automatic Call Distribution) maintains inbound queues
after Intelligent Routing has directed the calls to the
right group of agents. |
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Dynamic
Call Blending passes both inbound and outbound calls
to the next available agent practically eliminating periods
of agent inactivity. |
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Intelligent
Call Answering (Screen-Pop) directs the call and caller
record show up on the agent screen for faster and better
customer service. |
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Call Recording,
Monitoring, Coaching and Conferencing and Text Messaging
lets you know what’s happening in real time and records
and archives efficiently for future use and training.
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PC Based
Telephony puts your phone functions right on the computer
screen allowing for greatest flexibility. (more...)
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Flexible
Agent Scripting, Data Display and Collection - Configurable
by Campaign - AMDial Series II also provides a built
in browser application to display agent scripting. This
provides a powerful and flexible tool to allow data collection
right in the agent scripts through the use of HTML and
ASP (Active Server Pages) for connection to the host database.
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Call Transfer
allows agents to easily transfer calls and the screen
pop to any other agent logged onto the system, to any
IVR script or campaign, or to any other third party number
for confirmation. (more...)
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Call and
Agent Reporting provides real-time reports by agent
and/or campaign using industry standard Crystal Reports
so you can make adjustments and enhancements as you go.
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Multiple
Simultaneous Campaigns means you can run several outbound
and/or inbound campaigns together to maximize the strengths
of your agents and optimize your line usage.(more...)
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Database
Integration allows you to use your existing ODBC database
and all of its information. (more...) |
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ROI
- In a manual environment each agent spends over 70% of
every hour being unproductive. AMDial
Series II IVR Predictive Dialer will increase your
call center productivity 200%-400% over manual dialing.
(more...) |
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User Interface
Features
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Agent Features provide all of the telephony
and contact management features of the system.
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Supervisor Features control the activities
of the agents and the AMDial Series II telephony
system. For example, the Supervisor Station enables/disables
lists and campaigns, controls dialer pacing, provides
daily statistics and produces real-time reports.
Supervisors have control over campaign configuration
as well as complete campaign management, agent monitoring,
coaching and recording.
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Administrator Features provide the ability
to set up agent logins and security rights, campaign
management, dial file management, off-line reporting,
and more.
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Graphical, Highly Visual Interface using state-of-the-art,
drop and drag tools provided by Visual Basic
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Modifiable on-hold music or message is an option
of the system
- Voice Messaging option can be added to the system
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