Diallers
Datapoint offers both hardware and software based dialler solutions that fit the needs of small scale teams up to those involving thousands of agents across multiple sites. Diallers can be organised to operate individually, as a dialler farm with centralised campaign management or for those with virtualised call centres, as a universal capability removing the need to duplicate hardware investments at each remote site.
Multi-site functionality includes load balancing, agent and list aggregation, integrated reporting of real-time and historical data across multiple diallers and locations, centralised management of log-ins and passwords, and the ability to share user-defined views. If required, one or more of the diallers can be used to run jobs using a single master list residing on any other dialler.Changing Role For Diallers In Outbound Campaigns
As consumer preferences change and the need to keep up with regulatory compliance increases, voice based diallers are evolving. Some solutions are fully multi media in their native capability and do not require additional multi media integration. It is now common to use SMS to begin debt collection campaigns. Fully integrated email management for sending, receiving, routing and auto responding to emails are also included in the some solutions.
Other examples include outbound voice portals and text-to-speech applications. These provide customer personalisation and self-service opportunities by delivering a message once the phone is answered and then automatically responding to a number of follow-up questions before routing customers to a live agent as necessary.
Other solutions can be integrated with 3rd-party telephony equipment such as intelligent announcers or fax servers, to handle the outbound calls. Examples include custom IVR announcements to a live person or a detected answering machine. Or if the call result is a fax machine, the call can be transferred to a fax server to send a fax message.Predictive Dialling
Dialling performance can be calibrated to suit needs from manual agent control to predictive settings. They can be combined to manage pacing and compliance with regulations and ensure accurate voice, fax, modem, pager and answering machine detection.
The predictive dialler mode uses sophisticated algorithms to determine the optimal pacing for outbound calls to ensure local regulatory compliance. Key features include Do Not Call list management, time zone management, external table dialling and dynamic filtering. Running Dialler Campaigns In Blended Environments
Blending options are also available across all our dialler solutions. These work best with universal queue technology which is a ‘single state’ model that can be used for both inbound and outbound calls to determine how to prioritise calls in a blended environment. However Datapoint can integrate diallers with any existing, stand alone ACD/PBX if needed.
With some solutions there is a choice of blending strategies: blending based on either overflow or on predictive analysis of inbound call trends. Also individual calls can be transferred by allowing any outbound agent on an outbound or blend job to transfer a call with its associated data to any available inbound or blend agent that is actively joined to an inbound or blend job.
Some solutions also provide multi media blending which allocates agents to other duties during lulls in incoming traffic. This can be organised so that some or all of the agents handle a range of customer interactions – including inbound calls, outbound calls, emails and web chats, all from the same workstation. Blending is seamless according to defined business rules without agents having to log in or out of campaigns or ACD services.Reporting
Reporting templates provide integrated real-time and historical reporting which allows access to completed jobs, enabling data from those jobs (e.g. previous agent performance) to be added to real-time data. Campaign metrics can monitor customer interaction and agent performance in real time, displaying current information and updates to agents and managers directly on agents’ desktops. Custom reports can also be designed. Some query and reporting solutions are unique to a particular vendor while some use industry leading industry tools.
Finally some solutions provide their own quality monitoring and recording functionality for teams that need it. These can capture synchronized voice and screen/Internet activity together and provide applications for playback, evaluation, and analysis.
Click here to see more details of the campaign and list management capabilities of our dialler solutions
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