Name: Call Center Dialer
Rating: 8.5 (2 reviews)
Author: 3GCallnet

Help Desk

Kiosk

Web and Video Conferencing

Customer Support

Agile Development

Image Recognition

Service Mesh

Development

Alumni Management

School Management

Education

Board Management

Business Intelligence (BI)

Collaboration

Digital Rights Management (DRM)

Enhanced 911 (E911)

Enterprise

Accounting

Invoicing

Nonprofit Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

HR Service Delivery

Payroll

Talent Intelligence

Talent Management

Vendor Management Systems (VMS)

Workforce Analytics

Workforce Management

Human Resources

Application Lifecycle Management (ALM)

Cloud Cost Management

Cloud Storage

Database Performance Monitoring

Email Verification

Fraud Detection

IP Address Management (IPAM)

IT Asset Disposal

Integration Platform as a Service (iPaaS)

License Management

Low-Code Development

Managed IT Service

Master Data Management (MDM)

Network Diagnostics

Network Performance Monitoring

Network Simulation

NoSQL Databases

Rack Servers

Tape Storage

Wireless LAN

Workload Automation

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Blogging

Content Management

Digital Rewards

Email Marketing

Marketing Automation

Online Proofing

Screen and Video Capture

Social Media Management

Survey & Forms Building

Video Editing

Web Analytics

Website Builder

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Consulting

Sales

API Security

File Integrity Monitoring

Security Orchestration, Automation and Response (SOAR)

Security

Animation

Construction Management

Debt Collection

ID Card

Last Mile Delivery

Municipal

Vertical-Specific

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Call Center Dialer is a software solution designed to optimize outbound calling and potentially enhance agent productivity in call centers. It is specifically tailored for small, medium, and large organizations that operate call centers or have outbound sales teams. According to the vendor, this product is widely used by call centers, telemarketing companies, customer service departments, sales teams, and market research firms.

## Key Features

**Predictive Dialing**: The software automates the dialing process by predicting agent availability and connecting them to the next available call. It aims to maximize agent productivity by minimizing idle time and eliminating manual dialing. The dialing rate is adjusted based on factors such as call abandonment rate and agent availability.

**Progressive Dialing**: The software automatically dials the next call as soon as an agent becomes available, ensuring a continuous flow of calls for agents without overwhelming them. This feature aims to create a more efficient and streamlined calling process.

**Preview Dialing**: Agents can preview customer information before making the call, increasing the chances of a successful interaction by providing relevant information.

**Call Recording**: The software records all incoming and outgoing calls for quality monitoring and training purposes. It helps identify areas for improvement in agent performance and customer interactions, and serves as a resource for dispute resolution and information verification.

**Call Routing**: Incoming calls are routed to the most suitable agent or department based on predefined rules. This feature improves customer satisfaction and optimizes call handling by reducing call transfer rates.

**Call Reporting**: The software generates detailed reports on call metrics, including call volume, call duration, and call outcomes. These reports provide insights into agent performance, campaign effectiveness, and customer trends, enabling data-driven decision-making to enhance call center operations.

**CRM Integration**: The software integrates with Customer Relationship Management (CRM) systems to access customer information, facilitating personalized and informed conversations to improve customer service.

**Real-Time Analytics**: The software provides real-time insights and analytics on call center performance, monitoring key metrics such as call volume, agent availability, and call abandonment rate. It enables timely adjustments to optimize call center operations.

**Automatic Call Distribution (ACD)**: Incoming calls are evenly distributed among available agents based on predefined rules, reducing customer wait times and ensuring efficient call handling. This feature enhances agent productivity by eliminating manual call distribution.

**Interactive Voice Response (IVR)**: The software utilizes automated voice prompts and menu options to route calls to the appropriate department or agent. This feature streamlines call handling and reduces agent workload by allowing customers to obtain information through self-service.

Canadian company Mitel offers MiContact Center, a call and contact center solution designed for both small businesses and larger enterprises. It comes in several different iterations that support various needs and use cases.

Brightmetrics for Mitel MiContact Center

MiContact Center

Plan B

Plan A

Plan C

CrazyCall

Call Center Dialer

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

3GCallnet

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Call Center Dialer

Overview

What is Call Center Dialer?