Outbound
Predictive Dialer
The days of paying hundreds of thousands of dollars for quickly-obsolete hardware predictive dialers are over. For the first time ever, a fully web-based, no hardware/software, sub-second-connecting predictive dialer is available to any company with basic computers and an Internet connection.
The TCN Predictive Dialer is a groundbreaking innovation that is a culmination of research and development began nearly one decade ago. 100% web-based and provided as a Software-as-a-Service, the Predictive Dialer makes affordable for any organization the rich feature set of a $200,000 traditional hardware dialer – for simple pennies per minute.
Besides harnessing the holy grail of sub-one-second connections of premise-based dialers for the web-based world, the TCN Predictive Dialer also stands out among similar peers in its flexibility. Administrators can set up new call agents, hunt groups, and predictive dialing campaigns in literally minutes. Companies require only phones and internet connections for their call agents; within 10 minutes they can be running a fully-predictive campaign. Call agents simply log in through the Agent Gateway; as calls connect to the agents, the customer information appears on agents’ screens. Notes and call results can be entered by the agents directly through the TCN interface without the need of interacting with a call center CRM.
Call agents can also be coached through calls with scripts and required responses set up by administrators through the web-interface. Other tools include manager barge-in, manager-to-agent messaging, call recording, and a manager dashboard that shows all connected agents and their call status.
IVM
Interactive Voice Messaging enables clients to send professionally-recorded, automated messages to phone recipients using simple informative scripts or longer, complicated multi-tree surveys.
Elicit customer responses and capture data inputs. Direct your customers to a website or to a phone payment prompt and get revenue without requiring a single call agent. The possibilities are endless.
IVM outbound messages can be sent using Agent Gateway, which allows call agents to log in to a call-agent interface to receive sub-one-second connections to customers that opt to speak to an agent after listening to a recorded message. Like the Predictive Dialer agent interface, the Agent Gateway interface flashes the connected customer’s information to the agent and allows the agent to log notes and responses directly through the web interface.
Agent Gateway greatly enhances call center productivity through enabling inexpensive customer contacts and enhanced, call-agent-level reporting. Companies no longer need to make large capital investments to meet their customer contact requirements. Managers can track call agent productivity per agent hour and can monitor in real time agents’ call status.