Name: GoAutoDial
Price: 15 USD
Author: GoAutoDial

Help Desk

Web and Video Conferencing

Customer Support

AI Code Generation

AI Development

Cross-Browser Testing

Functional Testing

PHP Frameworks

Development

Online Proctoring Software

Education

Business Intelligence (BI)

Case Management

Collaboration

Contract Analysis

Whistleblowing

Enterprise

Accounting

Financial Planning and Analysis (FP&A)

SaaS Spend Management

Travel Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Time Tracking

Workforce Analytics

Workforce Management

Human Resources

API Design

Change and Configuration Management

Cloud Storage

Cybersecurity Consulting

Data Center Backup

Data Center Cooling

Data Preparation

Data Warehouse

DevOps

Embedded Database

Fraud Detection

Function as a Service (FaaS)

Integration Platform as a Service (iPaaS)

Managed Security Service

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

Requirements Management

Sensitive Data Discovery

User Virtualization

Virtualization Management

Website Hosting

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Customer Advocacy

Email Marketing

Marketing Automation

Mobile Marketing

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Content Management

Sales

Identity Threat Detection & Response Software

Security

Apparel

Aviation

Direct Secure Messaging

Geographic Information

Healthcare Learning Management

Intelligent Document Processing

Mental Health

Practice Management

Simulation

Text Analysis

Vertical-Specific

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GoAutoDial is an open-source omni-channel contact center system designed for businesses of all sizes. According to the vendor, it offers a range of features for inbound, outbound, and blended dialing, as well as webRTC, REST APIs, real-time dashboard, reports, analytics, and more. This solution caters to call centers, customer service departments, telemarketing companies, sales teams, and support teams across various industries.

## Key Features

**Real-Time Dashboard**: According to the vendor, the system provides a real-time overview of call center activities and performance, allowing users to monitor metrics such as call volume, agent availability, and call duration.

**Reports & Analytics**: The vendor claims that the system generates detailed reports and analytics on call center performance, agent productivity, campaign effectiveness, and more, enabling data-driven decision-making to optimize operations and enhance customer satisfaction.

**Intuitive Interface**: The vendor states that the system offers a user-friendly and easy-to-navigate interface, allowing users to configure the system with ease and confidence, enhancing user experience and productivity.

**Tickets, Chat, & Phone Support**: According to the vendor, the system provides real-time professional support during operating hours, offering multiple channels for issue resolution including tickets, chat, and phone support, helping users resolve issues quickly and efficiently.

**Flexible**: The vendor claims that the system requires no contracts or deposits and allows users to start and stop anytime. They state that it is packed with features for multi-channel campaigns, predictive dialing, WebRTC, softphone and VoIP phone support, and 3rd party application integration via REST APIs.

**Reliable**: According to the vendor, the system guarantees 99.99% uptime and runs on high availability servers located in the US East and West coasts. They state that the datacenters are SSAE-16 SOC 1 & 2 Type 1 certified, HIPAA and PCI DSS compliant.

**Secure**: The vendor claims that the system is compliant with US, UK, and Australian regulations. They state that it is equipped with web application and SIP firewalls to prevent and protect against HTTP DOS brute-force and SIP attacks.

**Dedicated Direct Calling User Extensions**: According to the vendor, the system provides dedicated direct calling user extensions for personalized communication, allowing users to have their own extensions for efficient call management.

**Outbound Calls - Manual, Preview, and Predictive**: The vendor states that the system supports manual, preview, and predictive outbound calling modes, enabling agents to make outbound calls efficiently and effectively.

**Inbound Calls - Automated Call Distribution (ACD)**: According to the vendor, the system manages inbound calls through automated call distribution, distributing incoming calls to available agents based on predefined rules, optimizing call handling and reducing customer wait time.

Basic

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Essentials

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Express

Premium

Vonage Contact Center for Salesforce

GoAutoDial

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

Contact Center

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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GoAutoDial

Overview

What is GoAutoDial?