Products

CARES Dialer | CARES Dialer Features

Some valuable features include:

  • Multiple Campaigns supports the implementation of multiple campaigns allowing for numerous outbound projects to be administered simultaneously. Each outbound project can be defined with unique dialing parameters including the delivery of a unique automated message, unique routing parameters and skills, propriety status, etc.  Priority status can be administered for a particular campaign to ensure that the calls for this campaign are serviced as soon as possible; taking priority over other campaigns that may be running.  Each campaign can be administered with corresponding Skill Sets assigned to Agents in order route connected calls to the most qualified Agent for service. 
  • Preview Mode enables an Agent to review the customer information prior to launching the call.  Preview Mode does not make more calls than there are available Agents.
  • Screen Pop presents a screen of caller information plus the voice phone call to the Agent at the same time.  Optional integration services are available for most backend office Customer Relation Management (CRM) systems.  
  • Fast Call Set-up minimizes the amount of time required for an answered call to be connected to an Agent.  The Centurion Predictive Dialer accomplishes this by taking advantage of a bus switching matrix.
  • Answering Machine Detect differentiates between a human voice and an answering machine. As a human voice is usually detected within a fraction of a second, the system utilizes time measurements to determine whether an answering machine or a person was reached.  Based on unique campaign parameters, a particular automated message may be delivered to the answering machine or the live call may be connected to an available agent for servicing.
  • SIT Tones Detect interprets the telephone company “call failure tones” that are available prior to a call failure announcement. The call tone results are returned to the Predictive Dialer with an error code, indicating a reason for the incomplete call.
  • No Answer/Busy Detect calls are terminated after a pre-determined ring count with no answer or if a busy signal is encountered. The dialed number remains in the list, scheduled for re-dial, and the next number in the list is dialed.  The re-try time can be uniquely configured by the user for no answer and busy call outcomes.
  • Call List Preparation can be integrated with ahost Data Download, Screen Scrape, or on-line database. The Centurion Predictive Dialer supports filtering the call list prior to running the campaign and sorting the call list with user defined sort fields while the campaign is running.
  • Scheduled Callbacks provide re-scheduling of calls by the Agent when a caller says “I’m busy right now, can you call me back at 2 PM”.  Notes can be attached to the call record to be displayed to the Agent assigned to the call back at 2PM.
  • Status Upload. The Centurion Predictive Dialer will store the Call Status Flags from outbound call activity in either a mainframe or remote database. These may include calls that were successful, calls not answered, calls with busy signals, etc. Follow up by other applications may then be made for selected call records.
  • Reporting is provided to analyze the success of the campaign in terms of completed call percentages, Agent activity and daily campaign-to-date statistics per campaign. This includes a count of Busy/No Answer, Connected and Abandoned calls.  Real-time information also shows the number of not attempted, busy/no-answer re-try calls, abandoned and return calls.
  • Time-of-Day Declarative enables calling times to be set for a specific time of day, day of the week, as well as allowing for the time zone in the called area code.
  • Least Cost Routing enables Predictive Dialer to support selective trunk routing based on the area code/exchange of the call.  When a PBX cannot perform this function, the Predictive Dialer will adjust the dialing prefix to select different trunks.
  • PBX Independent The Centurion application will function effectively with most phone systems in use, PBX, VOIP or Centrex central office services. All PBX and ACD operations are performed by the existing Call Center platform and connect to the Predictive Dialer via traditional analog, digital or IP interfaces.