Real Time Dialer

CHALLENGE

Outbound campaigns in Contact Center may have different ones specificity. Mostly they are focused on maximizing the effective outgoing calls (e.g. sales or debt collection campaigns). Sometimes an additional requirement is a short call time since its handing over to Dialer. Sevenet Real Time Dialer is a component used to make calls within a campaign real-time outbound.

The solution works perfectly in every situation in which the client expects for a connection after doing something (e.g. requesting assistance in completing the form, online loan application or authorization to access the mobile application). After forwarding the contact to ringing, it is immediately forwarded to the phone layer in to connect to the client. Once connected, it is directed to IVR, where its further service in the form may take place self-service, or directly to the agent.

KEY FEATURES

• Automatic outgoing calls,
• Optimization of the calling process (so that the connection is made within a configurable number of seconds from contact forwarding to calling), Telephone connection status recognition (i.e. busy or not available) receiving a call) by the client,
• Option to remove contact from the call queue,
• Sending notifications in case of exceeding the contact ringing time,
• Transfer of the connection set up to the IVR or agent together with the transfer connection context.

ADDITIONALLY

• The SeveNet Real Time Dialer application is compatible with CCE 10.5+,
• The solution is available both in the cloud and on premise,
• GDPR support,
• The solution works in High-Availability mode,
• The solution is available in the Sevenet CC Application Suite.