Dialler Call Centre

Full outbound contact centre dialler capability

Outbound campaigns provide you with the tools you need to contact customers directly. Each campaign can be set up using manual, preview or predictive dialing modes. Our Campaign Module lets you import any target phone numbers you want. You can also add a web-based call script, if needed, for agents on the call to help guide them. Real time information and archival campaign reports show agents’ statistics and performance.



KAMPANE-EN-brand

BASIC FEATURES


Create call scripts in minutes

Daktela utilizes a drag and drop system for creating call scripts for outbound call campaigns. You can construct your own call script items, i.e radio buttons etc, and then drag them to the right place in the call script.


Dialing options

You can choose different dialing methods for each different campaign. These methods include preview (manual), progressive, or predictive dialing. You can also change these during the campaign, if required, to maximize performance.


Importing and exporting

The importing and exporting of campaign data is available via XLS, CSV or API. Using a variety of filters, it is possible to export entire call scripts or only the items you want. Daktela also highlights any and all duplicates found during data import.

Bulk download of call recordings

Using predefined filters, we can bulk download any outbound campaign's call recordings as needed. All call recording downloads are via the web interface to a ZIP file or there is access by way of FTPS.


History of changes - snapshots

All activities completed within individual campaigns are recorded. This enables you to create a complete history of the campaign performance. These records provide data on who imported any lists and when the number was dialed or changed. You can also get snapshots regarding performance at any time.


Call monitoring

Every outbound call can be monitored live by supervisors as required. Call recordings can also be reviewed at a later time to ensure call quality. These recordings can be retrieved and played directly in the web interface.



DIALING OPTIONS


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Preview dialing

The Preview (manual) dialing option allows agents to start a call manually. They do this by clicking the call button, after having first reviewed the information in the customer’s contact form. After the call is finished, the agent inputs the appropriate call outcome and closes the customer form.


Progressive dialing

With progressive dialing, Daktela displays a customer contact form for a pre-defined period of time allowing the agent to check it. Once this time has expired, the system calls the contact. In case no one answers, the system closes the call and retrieves another form. In the case of a successful call, the agent then completes and closes the call as usual…

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Predictive dialing

With our predictive dialer software you can carry out a high level of customer contact. Using our solution helps maximize agent utilization and cost efficiency in the contact center. The system is established to call a list of telephone numbers. It screens out all unproductive calls to make certain it only connects a waiting agent to a live customer.

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Robocaller

Daktela provides you with the ability to make agent-less outbound calls to targeted customers. This is a specialized outbound campaign designed to automatically make outbound calls, without the need for any human involvement. When our Robocaller connects with a customer you have an array of options available to you. You can play a prerecorded, personalized message to provide information or complete a customer survey. You can even turn the outbound call into an inbound one if the customer desires. Since no Agents are involved, the service can operate 24/7 if desired.






ADVANCED FUNCTIONS

Integration with external systems – CRM, BI

Our open API architecture allows for effortless integration with external systems. As a result of this, you can easily combine the Daktela data relating to activity with other external systems data. This enables us to create bespoke reports within our system. Many customers choose to download this Daktela data into their own Business Information systems for further processing and analysis. For example, you can utilize a ready-made plug into Keboola Connection.

Real time performance statistics

We furnish a range of statistics relating to your operational performance. All of these can be calculated and displayed instantly. We provide real-time panels or wall boards which can be customized to show exactly what you want. The archival campaign reports on the system also provide important information on agent performance, trending patterns over time, number of orders, etc.


Databases of phone numbers in campaigns

The administration of phone numbers in campaigns is simple. In each campaign you can construct different databases of phone numbers. This lets you import numbers into different databases within the same campaign. These campaign databases can then be set to paused or active. You can have as many active databases in campaigns, at the same time, as you want. You can also make paused databases active when the call answer rate is low, so you can boost performance.


WALLBOARD-EN


Incoming phone calls

The configuration of all incoming phone numbers including any geographic, non-geographic or international numbers.


Time conditions

The configuration of different behavior for working and non-working hours.


Welcome messages

You may play your own welcome messages or we can record customized voice prompts for you.


Voice IVR

For playing IVR options, the customer selects one.


Inbound queues

Call transfers to the correct inbound queue, while playing background music and regular announcements.


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