Name: Flexydial
Author: Buzzworks Business Services

Call Center Workforce Optimization

Help Desk

Web and Video Conferencing

Customer Support

Chatbot

Functional Testing

Kubernetes Monitoring

No-Code Development

Development

Admissions and Enrollment

Classroom Management

Education

Business Intelligence (BI)

Collaboration

Facility Management

Statistical Analysis

Workspace Planning

Enterprise

Accounting

Accounts Payable

Financial Planning and Analysis (FP&A)

Hedge Fund

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printing

Block Storage

Cloud Data Warehouse

Cloud Storage

Configuration Management Databases

Deception Technology

Encryption Key Management

Fraud Detection

Integration Platform as a Service (iPaaS)

IoT Device Management

Load Balancing

Network Performance Monitoring

Operating Systems

SOA Governance

SaaS Backup

Server Virtualization

Service Desk Outsourcing

Vector Databases

WiFi Hotspot

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Success

Digital Content Creation

Email Marketing

Market Intelligence

Marketing Automation

Referral Marketing

Social Media Management

Survey & Forms Building

Usability Testing

Web Analytics

Marketing

Project Management

Professional Services

Customer Onboarding

Customer Relationship Management (CRM)

Field Sales Software

Sales Performance Management

Sales

Agriculture

Construction Takeoff and Estimating

Dealer Management

Direct Secure Messaging

Equipment Rental

Fleet Management

Insurance Suites

PCB Design

Rental Property Management

Restaurant Management

Vertical-Specific

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Flexydial is a Dialer Management Software designed to empower outbound calling teams and potentially increase sales and customer engagement. According to the vendor, this software is specifically tailored for large and medium-scale organizations in various industries such as call centers, customer service, sales and marketing, banking and financial services, and insurance. With its industry-specific solutions and customer engagement features, Flexydial aims to be a partner for organizations looking to optimize their dialer management processes and potentially drive revenue growth.

## Key Features

**Dialer Management Software**: Flexydial is positioned as a comprehensive dialer management software that aims to empower outbound calling teams, potentially increase sales, and enhance customer engagement. According to the vendor, it is positioned as an ideal partner for organizations in the dialer management industry.

**Industry-Specific Solutions**: Flexydial offers industry-specific solutions that focus on both inbound and outbound calling. According to the vendor, it aims to facilitate customer care and potentially help increase revenue through upselling.

**Customer Engagement Solutions**: Flexydial aims to provide solutions to enhance customer engagement and potentially drive revenue growth. According to the vendor, it digitizes data, provides cloud call center solutions, and automates processes to potentially increase employee productivity.

**Cost-Effective Pay per User Model**: Flexydial offers a pay per user OPEX model, which the vendor claims can help organizations save on CAPEX costs while still benefiting from its features.

**Workflows and Dashboards**: Flexydial aims to increase automation with its workflows and rules, providing real-time reports and dashboards for better visibility and decision-making, according to the vendor.

**Customer Support and Assistance**: Flexydial offers customer support, including on-site assistance, and provides customization options to meet unique business needs, according to the vendor.

**Hardware Solutions**: Flexydial provides hardware solutions when required to complement its software and ensure seamless operations, according to the vendor.

**Open Source Technology**: Flexydial utilizes open source technology and follows the MVC framework, offering a centralized architecture for efficient management, according to the vendor.

**Multi-Channel Support**: Flexydial aims to provide future-proof and multi-channel support, catering to organizations' evolving communication needs. According to the vendor, it supports both on-cloud and on-premise hosting.

**Robust Data Security**: Flexydial aims to ensure robust data security, implementing faster fetching of databases while maintaining confidentiality and integrity, according to the vendor.

Kixie is a telephony and VoIP software solution from Kixie.

Custom Plan

Kixie

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

Flexydial

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

Contact Center

Buzzworks Business Services

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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Flexydial

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What is Flexydial?