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Home > Products > Predictive Dialers > Inbound Inbound and Blended CallingInboundThe Telephony server handles inbound calls and routes them to agents. When the server first receives a call, it gathers information about the call. Based upon the incoming phone number dialed, the server determines which campaign the call belongs to, plays a customized message, then attempts to route the call to an available agent. If an agent is available, it immediately transfers the call. If an agent is not available, then the server will play a customized on-hold message and continue to wait for an agent to become available. When a call is transferred to a live agent, the system also transfers to the script information about the call. This often includes the originating phone number (ANI or Caller ID), as well as the number dialed (DNIS). The agent script can automatically incorporate this information, and pull-up the appropriate project and information about the caller. This significantly improves agent productivity as well as customer satisfaction. 
Inbound / Outbound BlendingIn order to reduce staffing, as well as to more speedily handle inbound calls, it is often effective to enable agents to handle both inbound and outbound calls. When the inbound queue backs up, switching agents from outbound to inbound can rapidly reduce the backlog. The Telephony Server is designed to support inbound, outbound, and blended agents. In fact, one can easily designate the entire call center as blended agents. This means that all inbound calls will be handled as quickly as possible. When the inbound queue is relieved, then agents will seamlessly switch back to their designated outbound projects. A common use of call blending is to enable agents to make follow-up calls when inbound activity is low. An administrator can configure and reconfigure the exact project and queue for each agent to use at any time. Next: Predictive Dialer Regulations >> For more information about Digisoft and the call center software, CRM solutions, and predictive dialers we provide, please call us at 866-338-0678, fill out our contact form, or email us at sales@touchstar.com.
Products | Services & Solutions | Support | Downloads | FAQs | Company Digisoft (a TouchStar Software company) Copyright ©2000-2006 Digisoft (a TouchStar Software company) All rights reserved. Developing call center software, CRM solutions, telemarketing software and predictive dialers for more than a decade. |
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