| Campaign Management |
| Campaign Configuration |
TeleContact provides an intuitive GUI to define, implement and modify different campaigns easily. Each campaign can consist of multiple agent groups and agents with specific skill ratings and skill priority. Campaign strategies such as retry policies can be easily configured. Supervisors can also plan resource usage by allocating trunks for a campaign. |
| Customer Management |
Using TeleContact, you can ensure that customers are contacted at a time and phone number that they prefer. TeleContact maintains a list of preferred phone numbers for each customer as well as the preferred calling time. In addition, TeleContact calculates the customer time zone based on the area code to ensure that customers are called during normal waking hours. |
| Predictive Dialer |
The predictive dialer continuously polls call statistics such as average talk time and ring time and projects agent availability before placing a call. If the number of abandoned calls increases, the predictive dialer automatically adjusts the rate of dialing to match agent availability. |
| Call Blending |
The dialer is capable of blending calls allowing agents to switch duties between incoming and outgoing calls. Calls can also be switched between live agents and IVR scripts. Based on the current demands of a call center, supervisors can modify agent duties. For example, if the inbound traffic increases, incoming calls can be routed to agents that are part of an outbound campaign. Similarly, if inbound traffic decreases, agents of an inbound campaign can make follow up calls to customers. |
| Response Handling |
TeleContact can identify a fax tone and mark the phone number as a fax number. Such numbers are not dialled again. Similarly, TeleContact can identify an answering machine and can be configured to either leave a predefined message or mark the number for retrial at a later time. TeleContact maintains the status of the last attempt for each call. Based on this status, the dialer initiates attempts to retry the number. |
| Campaign Supervision |
Supervisors can monitor the status of a campaign. Based on the statistics for successful calls, abandoned calls, busy calls and unanswered calls, supervisors can take real-time decisions such as adding or removing agents from a campaign while it is in operation. |
| Call Dispositions |
Supervisors can provide customised call results or dispositions for each campaign. |
| Multiple Campaigns/Agent |
Agents can be assigned to multiple campaigns at the same time. |
| Dialing List |
The dialing list for a campaign can be easily imported from a CSV or Excel file. |
Hosted PBX 
