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Global Connect Enhances Predictive Dialer Solution with Agent Call Transfer

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April 04, 2012

Global Connect Enhances Predictive Dialer Solution with Agent Call Transfer

By Rajani Baburajan, TMCnet Contributor

Global Connect (News - Alert), a provider of a cloud-based predictive dialer and various communications solutions, has just unveiled several new capabilities powered by its GC1 Peak Dialer.

The dialer is hosted in the cloud and features both predictive dialer functionality and automated voice messaging options. The solution now boasts new features which include Call Transfer, One-Click Leave a Message Button, and a Redesigned Agent User Interface/Screen Pop.

The Call Transfer feature allows agents to transfer calls, seek available agents, make a one-click transfer with call introduction, bridge the agents, and transfer agents to available supervisors or to an outside party. The new features in this robust predictive dialer ensure that calls are transferred correctly and answered efficiently.

With the One-Click Leave Message Button, the predictive dialer enables agents to quickly leave the correct message with the right voice. Upon pressing the “leave message” button, GC1 Peak Dialer leaves the correct message and marks the account, freeing the agent to take another call.

To utilize a more graphical interface with single-click commands, the user interface has been completely revamped making the navigation much more seamless with the objective of maximizing the agent's experience and improving his/her efficiency.

Powering other robust features such as multiple dialer modes ranging from predictive to preview to manual dialing; as well as call blending; and a state and federal call compliance module; this dialer can help easily streamline operations in any call center around the globe.

"Global Connect's consistent focus on delivering best-in-class products, outstanding customer care, and a return on investment has allowed the company to remain a top innovator in dialing and communication services for over a decade," said Darrin Bird, chief operating officer of Global Connect, in a statement. "Global Connect has spent each and every day focusing on these pillars of excellence to benefit our clients."

Edited by Jamie Epstein

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