The system has a native outbound dialling capability for Preview, Progressing and full Predictive dialling with sophisticated campaign management. Combined with full ACD inbound functionality in the same box; you have a complete contact centre package.
Preview – agents are presented with a contact and click to place the call. Progressive/Power – the system dials and filters busy, no answer, answering machines, etc. The system only calls when an agent becomes available. Predictive – the system dials “ahead” to ensure agents are not waiting for contacts to be reached. The system will dial when all agents are busy calculating the probability of an agent becoming free.
Unlike most dialling platforms, ctalk Dialler requires no additional hardware and can operate completely standalone with ISDN or SIP trunks and telephones directly connected to it. However, if you already have a PBX platform, the system can operate seamlessly with any PBX. Ctalk Dialler can also add dialling technology to an existing contact centre. There is no need to ‘Rip and Replace’.
Any called party for which there is no agent available can be played a marketing message instead, with feedback options.
Ctalk’s Campaign Manager can create any number of campaigns. Multiple campaigns can be run simultaneously.
Different combinations of agents and teams can be allocated to individual campaigns, maximising use of available resources.
Ctalk recommend a minimum of 75 agents for predictive dialling. We also recommend a minimum of 25 agents for Progressive (Power) dialling. Preview can run with any number of agents.
Campaigns can be run using different methods depending on the requirement or strategy. Multiple campaigns can run at the same time with different methods.
CSV, Excel, flat file – any data can be used. The Campaign Manager Import tool allows data to be allocated to required fields with custom data also defined. Data is presented on a web page.