As customer service organizations and call centers rapidly adopt solutions in the cloud to streamline operations and reduce costs, the hosted predictive dialer is gaining increased attention. Ultra Communications is one key player offering this capability and to meet the changing demands in the market, recently announced two additions to its product suite.
This Call Centre Helper report highlighted the new additions: the Callback Manager and the Ultra Customer Survey.
The Callback Manager is used to help offset those days when the inbound call traffic is beyond the capacity of the agents on hand. Callers don’t want to wait in the queue for extended periods of time and customer service organizations don’t want to create frustration for their customers or their agents. With the Callback Manager offered by the hosted predictive dialer provider, callers can now opt to receive a callback from an available agent instead of waiting on the phone.
Callers simply receive a message to opt for the callback by pressing a single button on their phone keypad. The Callback Manager then captures the Calling Line Identification (CLI) number attached to the call. Unless the caller withholds their CLI when placing the call, they don’t have to enter a number for the returned call.
The Ultra Customer Survey feature helps the call center and customer service organization to place more emphasis on capturing the customer perception. Callers are provided with access to automated customer surveys they can complete right over the phone. Interactive Voice Response (IVR) technology is used to complete the survey from any phone, and the surveys are designed to be quick, effective and user-friendly.
“We are delighted to announce these important enhancements to our portfolio of network-based technology services,” said Robert Bates, commercial director, Ultra Communications, in the Call Centre Helper report.
“Ultra is committed to building, in-house, a world-class ‘Evergreen’ technology platform that supports our clients’ current and future requirements by taking on the latest software capabilities. The vast majority of our new service capabilities – including the Ultra Callback Manager and the Ultra Customer Survey – are provided at no extra cost to existing Ultra service users.”
These enhancements provide added value to the company’s suite of customer-facing technologies. Its hosted predictive dialer, for instance, allows the call center to optimize agent performance. Known as the Ultra Network Predictive Dialer, this fully functioning solution can be used on a per campaign basis and is geographically independent. Services can be shared across sites, providing virtual call center capability.
With access to the tools provided by Ultra Communications, the customer-centered organization can place a greater emphasis on quality interactions instead of the tools needed to get the job done.