Webinar - Interaction Dialer overview - Outbound dialing made even more powerful
Outbound/ Blended Contact Centers dialer functionality within your CRM ... outbound dialer...
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Outbound/ Blended Contact Centers Proactive Customer Care The landscape of customer service is changing. Consumers have less and less tolerance for organizations that provide a poor customer experience. The efficiency of your contact center is important, but so are your customers. Adding dialer functionality within your CRM system reduces idle time and still offers a personal customer experience (CX) by providing access to customer information. Proactive Customer Care solutions play an important role in enhancing CX. AMC’s expanded outbound dialer integration that includes Avaya CCM, Cisco Outbound Option, and Aspect Outbound Services offer agents full-featured solutions that provide business agility and alignment to your business strategy. With support for Preview, Predictive and Progressive dialing, contact centers can pay attention to the numbers without treating their customer like a number. 1707 Summit Avenue Richmond, VA 23230 804.419.8600 phone | sales@amctechnology .com AMC TECHNOLOGY, LLC. www.amctechnology.com ©2018 AMC Technology, LLC. All rights reserved. On a preview call the agent has the option to accept or reject the call If the customer requests a call back, the agent can reschedule At the end of the call the agent can select the appropriate call result Outbound Campaign Preview Scenarios Features The agent can select the exact date and time to call the customer back Support for Preview, Progressive and Predictive Dialing modes Reschedule calls Outbound screen pop Agent blending of inbound and outbound calls Outbound disposition codes Accept or Reject Preview Calls Integrated with CTI and CRM reporting Outbound is currently only available for SAP, Siebel, Contact Canvas Agent (SFDC, Desk, MSCRM), Avaya CCMM, Cisco Outbound Option and Aspect. Specific features may vary based on product combinations.
Transcript of Outbound/ Blended Contact Centers dialer functionality within your CRM ... outbound dialer...
Outbound/ Blended Contact CentersProactive Customer Care
The landscape of customer service is changing. Consumers have less and less tolerance for organizations that provide a poor customer experience. The efficiency of your contact center is important, but so are your customers. Adding dialer functionality within your CRM system reduces idle time and still offers a personal customer experience (CX) by providing access to customer information.
Proactive Customer Care solutions play an important role in enhancing CX. AMC’s expanded outbound dialer integration that includes Avaya CCM, Cisco Outbound Option, and Aspect Outbound Services offer agents full-featured solutions that provide business agility and alignment to your business strategy. With support for Preview, Predictive and Progressive dialing, contact centers can pay attention to the numbers without treating their customer like a number.
1707 Summit AvenueRichmond, VA 23230
804.419.8600phone |[email protected]
AMC TECHNOLOGY, LLC.www.amctechnology.com
©2018 AMC Technology, LLC. All rights reserved.
On a preview callthe agent has theoption to acceptor reject the call
If the customerrequests a callback, the agentcan reschedule
At the end of thecall the agentcan select theappropriate callresult
Outbound Campaign Preview Scenarios
Features
The agent canselect the exactdate and time to call the customerback
Support for Preview, Progressive and Predictive Dialing modesReschedule callsOutbound screen pop Agent blending of inbound and outbound callsOutbound disposition codesAccept or Reject Preview CallsIntegrated with CTI and CRM reporting
Outbound is currently only available for SAP, Siebel, Contact Canvas Agent (SFDC, Desk, MSCRM), Avaya CCMM, Cisco Outbound Option and Aspect.Specific features may vary based on product combinations.
