Maximise customer contact with a proactive, predictive dialler - minimise downtime while maximising outbound communications to increase productivity and success
It is an automated software solution that helps ensure your call centre agents can contact the right people, at the time they prefer, on the devices they use, while respecting all regulations and restrictions associated with contacting customers for any reason.
SmartDial is Enghouse Interactive’s predictive dialler solution which can benefit any organisation that needs to reach customers, prospects, citizens, or employees by phone or digital media.
A predictive dialler can help drive significant operational savings, simplify the customer experience (CX) while reducing Average Hold Time (AHT). It automates the initial customer engagement process by complementing your call centre IVR with predictive dialling as the first customer point of contact with your organisation. Integrate with your CRM to ensure all calls are noted in the customer file to ensure your customer profiles are as complete as possible.
By using a cloud-hosted predictive dialler, your organisation can benefit from reduced up-front costs (no capital required) and the elimination of ongoing maintenance and support costs. Your organisation would also benefit from centralised management including security and privacy updates.
The Enghouse Interactive Predictive Dialling solution is continuously developed, tested, and refined keeping a strong focus on existing and emerging industry regulations – compliance is always top-of-mind.
Opt-In and Opt-Out configuration allows the automatic maintenance of opt-in and out-out lists.
Legal Calling Hour Control only permits calls during legal calling hours based on time of day, zip codes, and area codes.
Cell Scrub* compares each account phone number against the most current cell number database provided by third parties.
Do Not Call** List Scrub compares each account phone number against the most current 3rd-party National Do Not Call registry.
Abandon Rate Control keeps track of the call disposition/abandon rate per call list, ensuring the rate defined isn’t exceeded.
VM, AMD and Transfer tracks maximum time to id either a VM or person online, and if a person, transfers the call to an agent.
Maximum Counters keep track of the disposition of every call, respecting the maximum number that can be made per contact.
Call Recording includes the capability of recording, indexing, and storing dialler-based calls connected to agents.
Includes powerful dialling algorithms such as Manual, Preview, and Power programs.
Run fully automated campaigns with the need for agents, can route to an agent if required.
Uses AmazonConnect desktop interface application for intuitive, simplified control of all predictive dialling capabilities as required.
Ensure all customer touchpoints are professionally scripted and recorded in HD Audio. Over 30 languages are available. More…
Used as a call center quality-monitoring programme to continually assess the performance of your underlying applications, and infrastructure. More…
Protect your customers and your organisation with HD call recording, keyword indexing, timestamping, and encryption. Optimise agent coaching, training, and performance. More…
Gather “Voice of the Customer” feedback via industry-leading survey capabilities. Use AI to enhance Customer Journey data gathering and analysis. More…
Listen, Understand and Act on what your customers are saying. Optimise processes, services, and solutions based on real customer inputs. More…
Ensure that you get the right information to an agent or customer as quickly as possible. Improve customer self-service capabilities – in the format they prefer. More…
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