Altitude Unified Dialer
Altitude Unified Dialer is the right technology for successful proactive contact as it automates and adds intelligence to the dialing process.
Outbound voice handling is very important as economics of call management remain the most influential factor in contact center productivity. In today’s marketplace there is a new push to ensure compliance with outbound regulations and manage information security, as well as continue to increase agent productivity and maximize revenue opportunities.
Award winning Predictive Dialer
Predictive is mainly used to contact a large volume of customers within a short period of time. Predictive dialing frees agents from waiting during the dialing and ringing process. Agents spend their time answering calls and are not distressed with unanswered calls. Campaigns using predictive dialing can average agent productivity of 50 minutes per hour and nuisance ratios of three percent or less. Predictive dialing predicts when agents will be available and decides how many calls to make based on the success probability, the time for the contact to answer and nuisance ratios. Probabilities are continually updated, and nuisance ratios observed for optimal performance and legislation compliance.
Best time to make a contact
Altitude Unified Dialer leverages customer information to determine the best time and the most economic way to make a successful contact. The process takes into consideration available human resources and compliance with applicable legislation.
Using Altitude Unified Dialer, there is no need for manual dialing or for time consuming number searches. Agents no longer need to manage unsuccessful responses such as busy, no answer, fax, answering machines, etc. An appropriate screen is automatically delivered to the agent’s desktop, providing multiple functionalities, including a soft-telephone capable of handling all telephony operations, guiding script as well as a full customer interaction history.
Accurate Call Classification
In order to achieve such high performance, the predictive dialer must also account for unsuccessful calls. Accurately classify answering machines, faxes and modems. Calls that are not live human contacts are not transferred to the agent, helping maintain high levels of productivity. Call classification can also be configured to play a message when an answer machine is detected.
Powerful Agent Availability Prediction
One of the Altitude Voice’s strengths in predictive mode is the ability to forecast agent availability. Nodes in the various applications correspond to various parts of the campaign script and allow the Altitude Unified Dialer to calculate probability of agent availability. The technology notifies the assisted server whenever an agent changes from one node to another and statistical data helps determine the probable time when the agent will become available.
Scripting enables agents to provide customers with detailed and customized argumentation, reducing required training time and allowing supervisors and team leaders to quickly respond to changing conditions or business needs. Adjustments to the script can be easily done on-the-fly.
- All features are available in pure IP telephony
- Highly Accurate Call Classification
- Choice of Pacing Modes: Preview, Power, Predictive
- Superior Outbound Campaign Management
- Robust Security
- Compliance with the most demanding regulation rules
- Leverages previous investments, supports emerging technologies CTI, ISDN, TDM and IP