The 7 tools most used automated dialing technologies in VoIP Virtual Call Centers
An Auto Dialer is a software or electronic device that automatically dials phone numbers in Virtual Call Centers. The Auto Dialer listens for the correct tone and then plays a pre-recorded message or once the call has been answered, connects the call to a live person.
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2- Power Dialer
The Power Dialer, also known as, Predictive Dialer and Progressive Dialer are the way calls are made automatically without dialling the numbers. Automatically sends calls from a list of numbers, the agent can view the contact record quickly and at the same time the call is placed. The agent is not in control to stop the calls as they are being dialled in sequence. Once the call is completed, the PowerDialer dials the next call.
A softphone is a software (usually free) that you can use to make and receive calls from your computer or mobile.
The benefit of using a softphone on your computer or a VoIP app on your cellphone is that you can dramatically decrease your phone costs and make free calls.
You can download a free softphone here: https://switch2voip.us/contact-support/byod/configuring-your-softphone-x-lite-x-ten-or-eye
The term CLICK-TO-DIAL is used when a softphone dialing pad is integrated into a web page. You do not need to download any software or install it; you simply open a web page and the telephone in online where you can use the number pad to make the call.
5- Live Conversation Automation
Live Conversation Automation (LCA) is a combination of live agents and a phone dialer, the process of call-transfer between the agent and the caller. The agent will receive calls once the phone dialer has positive identification of the contact the caller needs to reach. Once the agent identifies this, the call is then transferred with no delay.
6- Guided Voicemail also called Voice Broadcasting
Guided Voicemail system also known as Voice Broadcasting, permits you to send hundreds or thousands of voicemails in a one-time shot to everyone on your list. Your voice message, recorded by you, will sound like you called yourself and left a message. Only record it once, and deliver it to as many recipients you need. This service is used when there is no need to speak directly to the receiver.
7- PBX and IVR
A PBX (Private Branch Exchange) is a software that allows you to have multiple phone lines, each one assigned to an agent’s desk or to an IP-Phone.
The PBX software is installed on a server that can be hosted in the cloud or deployed in your own office, after the software has been installed, the IT person starts creating the extensions and assigning them to each one of the employees in the company. The advantage of a PBX is that the calls to other users within the network are free.
IVR (Interactive Voice Response): Is a technology that allows the customers to interact real time with the customer service automated system through a configured voice menu using DTMF key-tones (Dial-Tone-Multi-Frequency signaling).
How an IVR system works?
Take for example; a business has various employees that handle different areas in the business or are assigned to specific departments. The IVR (auto-attendant) routes the calls to the correct person based on the area code to maximize business results.
Automated Call Distribution (ACD) is the system used to quickly and accurately route calls to the salesperson or administrator. The importance of this inbound call routing is to ensure that each caller is routed to the correct agent.
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