PREDICTIVE DIALER
CenterWare OutboundŽ is a powerful tool that allows administration, control and supervision of all your contact center activity, optimizing all your resources in order to increase your agent's productivity and producing a high effective call volume in less time and at the lowest costs.
CenterWare OutboundŽ features a predictive dialer with configurable dialing policies. The system can be configured to dial predictively, Autodialer, progressively, manually or with the option to dial previously dialed records. Through sophisticated algorithms CenterWare's predictive dialer will reduce downtime between calls and will dramatically increase your contact center's ability to reach your customers and increase the efficiency and productivity of your outbound campaigns.
Increase your sales and profits, recover your collection portfolio and generate a higher volume of effective calls
CenterWare Outbound Ž was specially designed for companies engaged in collections and telemarketing activities, it is a powerful solution easily able to create multiple campaigns and sub-campaigns.
For each individual campaign you can:
- Assigning contacts, agents and supervisors
- Establish dialing prioritization of up to 5 telephone numbers per customer
- Deliver alarms to supervisor when new contacts and call backs are exhausted or about to be exhausted in any campaign
- Create dialog scripts
- Modify and administer configurable parameters online such as:
- Add new contacts and define their order
- Change agents from one campaign to another
- Program dialing schedules
- Chain campaigns with automatic starts
- Establish re-dialing criteria with capacity to follow schedules
- Configure re-dialing programming whether automatically or manually
CenterWare OutboundŽ lets you see all activities in real time as recorded by the system and allows you to know the penetration of each campaign by means of visual indicators which report:
- Answered call percentage
- Busy call percentage
- Unanswered calls
- Calls answered via fax
- Total calls generated
- New contacts to be dialed
- Call back records
- Agents assigned
- Agents available
- Agents unassigned
Produce higher call volumes and more effective contacts
CenterWare OutboundŽ allows you to generate detailed or graphic reports in real time simplifying administration and decision making.
CTI module integration is included at no additional cost so your agents can view complete customer data on their PCs (Screen-Pop-up).
CenterWare OutboundŽ integrates to the IVR module enabling your customers to interface with agents and databases simultaneously through web, e-mail, XML, IP, chat and Fax Applications.
CenterWare OutboundŽ includes the following modules:
- ACD Outbound
- Predictive dialer
- CTI (screen pop-up)
- Administrator Module
- Agents Module
- Supervisor Module
- Reports Module
- Scripts
- Database access
- ACD information online
Centerware OutboundŽ Administration Module
Automate your contact center!
The administration module is CenterWare's main interface. Based on Windows, this user friendly environment enables supervisors to easily handle and configure all the system applications including: ACD groups, campaigns, agents and supervisors.
The primary tools which will allow for the simple administration of your contact center or call center are described as follows:
- Rights designation: the administrator may create a Log-in and Log-out for each agent and supervisor, defining access and privileges within the system.
- Nickname: allows assigning a name to agent and supervisor to locate them quickly.
- Prioritization: establishes preferred order for call handling when an agent belongs to one or more campaigns.
- Skills management: administers call routing by identifying agents' profile according to languages spoken, knowledge, skills and/or capabilities.
- Call rating: Several useful categories are created and modified, which groups calls according to the kind of response obtained from customer.
- Campaigns and sub-campaign creation
- Dialer configuration: determines in which mode the dialer will operate such as predictive, progressive, preview or manual mode.
- Contact assignment: selects contacts for each campaign and prioritizes dialing.
- Agent assignments: assigns agents to one or more ACD groups (outbound).
Centerware OutboundŽ Agents Module
The agents module enables your agents to quickly and easily make and receive calls through their workstations (PC). It provides agents with all the necessary functions to achieve optimum productivity levels.
Agents module includes:
- Log-in and Log-out for agents.
- Change status online with explanation for why a status was selected, for example: training, lunch, rest room, etc., in addition to default options such as: ready (agent available), busy (agent busy), not ready (agent unavailable or absent), break, etc.
- Call rating: each call received by the agent may receive a rating for future reference.
- View information: agents may view the following information upon receiving a call:
- Campaign Name
- Date
- Time
- Call length
- Telephone number
- Customer name
- Agent's current status
- Contacts to be dialed
- Callbacks records
- Visual indicators:
- The Call time field changes color as call time increases, indicating to agent that the call may be going long thus take appropriate action.
- On hold calls field changes color as on hold calls number increases.
- Status field changes color as unavailable time for the agent is exceeded.
- Agent module integration. This module can be integrated in any: ERP, CRM, database or management applications being currently used, through the following components:
- ActiveX for applications made with Microsoft software.
- Web applet for applications made in Java and HTML.
- Utilizing drivers specific to an application.
- Configurable screen pop-up: allows you to design and organize your agents screen so that information is easily accessible and the agent can service the call efficiently.
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