Headquartered in the Big Apple (News - Alert), EagleACD powers products and services that have created from the ground up to break down the barriers that prevent organizations from leveraging emerging technologies including predictive dialers.
The EagleDialer enables outbound calls to be blended with incoming calls in a single queue, through the use of skill- and priority-based routing. Agents even have the option to preview crucial call information before starting to dial the intended recipient.
According to the company’s website, the predictive dialer boasts multiple features including being seamlessly integrated with CRM software, high scalability, being used in conjunction with any external database, and automatic pacing.
In addition, this dialer solution can fully support more than one campaign at a time and offers configurable dialing parameters. What exactly is this parameters capability all about? The EagleDialer gives call centers the control to decide the number of redial attempts that are allowed, a specified amount of time to make a call, and the abandoned call rate. All unsuccessful numbers are then logged into the database.
Call center agents also boast the ability to set scheduled callbacks for any call even while they are still on the phone. Hence, if the agent is speaking with a caller and the caller says they don’t have time to speak at that moment but are willing to hear about the product or service another time, the agent could reschedule an outbound call to be made to that same phone number. This function could help to drive sales.
In other news, TMCnet recently reported that Vioteck Solutions offers a diverse portfolio of call center solutions that can be seamlessly integrated with major VOIP carriers. The predictive dialer boasts the ability to simultaneously dial five lines for every call center agent that is available. The dialer will then ensure that a live person has in fact answered the call before transferring it to the agent.
Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.
Edited by Juliana Kenny