Blended Dialer Software by inContact, automatically moves outbound agents to inbound queues when call volumes increase, and back to outbound when the inbound service level is met, ensuring your agents are working on your most profitable activities.
In a perfect world, call volumes would be perfectly predictable, every contact would be handled swiftly, and you would always know the ideal balance of inbound and outbound agents. However, as everyone in the business knows, call volumes fluctuate hourly, daily, and weekly and the “perfect call center” is just a fantasy. That is where a blended dialer software program can help.
inContact can’t wave a magic wand and make your call center fantasy a reality – but we can get pretty close. Our inbound outbound blended dialer software is simulation-based and not only has all the great features our Predictive Dialer has, but it is also intelligent enough to dynamically address changing call volumes. When you don’t have enough inbound agents to keep up with demand, the inContact dialer automatically moves your outbound agents to handle inbound calls and preserve your customer experience. Once your inbound service level goals are met, inContact automatically moves your agents with the highest outbound proficiency back from the inbound queue to handle outbound calls. Its sophisticated dialing engine also means that agents can handle all call types from a single user interface, making the shift between inbound and outbound call priorities quick and easy. This enables your agents to work on your call center’s most profitable activities all the time. And because blended dialer software billing is based on a pay-as-you-go model, you only pay for what you use – ensuring cost-effective resource consumption when compared to premise-based solutions.
Unlike other vendors who throw in regulatory compliance as an afterthought, it is the core principle for inContact’s inbound outbound blended dialer software. From its inception, inContact hosted Blended Dialer Software has been designed to dramatically increase agent utilization while still meeting regulatory compliance, including abandonment rate, ring-no-answer thresholds, and time-of-day dialing. Because of its purpose-built design, there is no possibility, or need, for supervisors to micromanage or manipulate a campaign in search of better performance, providing an extra level of compliance protection.
ECTtelecom is a worldwide Master Partner for inContact Cloud-Based blended dialer software or Call Center Software. ECTtelecom provides Call Center Software, SIP Trunking and MPLS Service for many Fortune 500 Companies. For more information about Blended Dialer Software contact today an ECTtelecom specialist at US Toll Free 800-664-3071 or International 850-936-5887 for a no obligation Quote.
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