inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
February 21, 2013
By Robbie Pleasant
, TMCnet Contributor
Let’s face it, working in a call center can be a thankless job, especially if you’re the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact’s Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
When the agent is on the line with customers, the new scripting helps guide what they say through every step. It provides lists and menus to get through every step of the process, ensuring that the agent is never at a loss for words.
Of course, customers also benefit from it, thanks to the ability to control their own Do Not Call lists. inContact provides them with flexibility and control over when they get called, on what devices, and any other important information they may need managed.
Once that’s all over, the reporting feature records all the important metrics and sends them back to managers and supervisors. This lets them get a better understanding of how everything is working out, and they can make decisions based on that information to continue to optimize and improve the workflow.
As a result, the new Dialer from inContact helps make calling customers easier and better for everyone. When it comes to calling customers, every little bit helps, and inContact is providing more than just a little bit.
Edited by Amanda Ciccatelli