ContextDialer

ContextDialer

ContextDialer™

Callfinity’s ContextDialer software goes beyond your traditional automated dialer or predictive dialer system by offering multiple call configuration options that improve call speed, reporting, and accountability, as well as reduce contact center operating costs.



ContextDialer operates in four modes: predictive, progressive, preview, and OutboundACD™.



■Predictive: In this mode, the dialer is constantly calling your lists and predicting when agents will be available to interact with your clients. Features such as automatic voicemail/answering machine detection, busy/out of service detection, and fax/modem detection may be enabled or disabled as per your preferences.

■Progressive: In this mode, the dialer waits until an agent is available before calling someone on your list, thereby eliminating the possibility that an agent is not available when the call completes.

■Preview: In this mode, calls may be placed by agents by clicking on a phone number from within ContextCRM or any other CRM/ERP system that offers an API.

■OutboundACD™: In this mode, uploaded lists of contacts are dialed automatically and placed in an ACD queue where normal inbound agents receive those calls.

Hybrid and blended environments, in which agents take incoming calls when needed and do outgoing calls when the incoming ACD queues are empty, are well-supported.



Corefeatures include:

■Predictive, progressive, preview, and OutboundACD™ dialing modes

■Full API for integration with existing systems

■Campaign management via web interface

■Adjustable call rates

■Configurable audio messages

■Web-based reporting and real-time dashboards

■Allows agents to take incoming calls when needed and do outgoing calls when incoming queues are empty or a lower priority

Company Overview