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Global Connect Enhances Predictive Dialer Solution with Account Call Escalation Feature

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July 23, 2012

Global Connect Enhances Predictive Dialer Solution with Account Call Escalation Feature

By Rajani Baburajan, TMCnet Contributor

Global Connect (News - Alert), a provider of cloud-based dialing and communication services, announced it has enhanced its cloud-based predictive dialer solution, GC1 Peak Dialer. 

The new GC1 Peak Dialer adds new Account Call Escalation functionality along with its robust Call Transfer feature, allowing ARM (News - Alert) clients to maximize productivity while minimizing agency costs.

The latest enhancements follow a similar announcement earlier this year in which the company announced it added several new capabilities powered by its GC1 Peak Dialer. The company then announced features like Call Transfer, One-Click Leave a Message Button, and a Redesigned Agent User Interface/Screen Pop.

The new Account Call Escalation in the predictive dialer gives the ability to dial vertically to ensure that each primary account number is dialed prior to secondary numbers for all accounts. It also supports horizontal dialing so that the system continues to dial alternate numbers within a particular account or move onto the next account, depending upon the disposition entered by the agent.   

With Call Transfer, the predictive dialer solution gives supervisors the ability to introduce the call to the agent to whom the call is being transferred. This feature reduces dropped calls at transfer and helps transfer calls to agents within or outside of their agent groups, and to individuals not currently logged into the dialer. 

Further the Call Transfer feature helps record and retains all segments of the transferred calls for quality assurance and compliance issues.

“These recent improvements are the latest example of Global Connect’s commitment to consistently evaluate our technology, analyze our clients’ needs, and develop the features that will help our client partners succeed in a challenging marketplace,” said Darrin Bird, chief operating officer of Global Connect, in a statement.

“Based on the feedback we receive on these and all of our dialer features, we’ll continue to make improvements with our clients’ best interests in mind,” Bird added.

Other major enhancements of GC1 Peak Dialer include ID for manual dialing, increased functionality of API for seamless access to GC1 Peak Dialer, and Do Not Call based on disposition code for an individual number.

The service is offered with no long-term contracts, offering the flexibility for all types of deployments. There are no upfront costs, minimum fees or double-counting of agent minutes.

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Edited by Braden Becker

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