In today’s market companies need to reach out to their customers without waiting to be contacted. Companies need to be aggressive and innovative in their search. Our outbound solutions greatly increase a company’s ability to generate contacts and turn them into opportunities.

Thanks to the system’s open architecture, it is possible to interact with any data source to extract lists of contacts to call.

Once the contact lists have been generated, agents can manually make calls from the lists (preview dialing) or the system can automatically dial out as agents become available (power dialing).

Administrators can also choose to maximize agent productivity by using our predictive dialing module. The Phones Enterprise predictive dialing module minimizes unproductive time by making statistical predictions about the time elapsed between establishing the contact and the moment when each agent will become available again. This technique is based on the ability to calculate the time needed to establish a successful contact in real-time and predict when each agent will finish the current conversation by constantly monitoring the activity of each agent

Supervisors can reduce or increase the speed of the dialer by adjusting the “predictive dialing slider”. This slider determines how predictive the system will operate. If a supervisor sees that calls are being lost or rerouted then he/she can move the slider in real-time to ensure all calls are handled without interruption. If the supervisor sees too much agent idle time he/she can make the system more predictive to increase productivity.

Once a contact has been reached the outbound call follows the same workflow of an inbound call (skills-based routing, voice/data transfer, synthetic agents, etc.).

The predictive dialing module is completely integrated in the Phones Enterprise platform which means outbound activities can be conducted together with inbound activities (call blending). It is possible to assign the same agents to both inbound and outbound campaigns according to need. Administrators can manage peak traffic periods by routing overflow calls to synthetic agents, gather caller information then call back automatically once agents become available. Calls can be also be made at specific times or on appointment.

Some common applications for outbound activities:

• Sales, telemarketing and Direct Marketing
• Surveys and polls
• Credit recuperation and payment requests
• Charity organizations
• Heavy inbound traffic management

Our outbound solutions have been implemented by small and large organizations for years and have significantly increased agent productivity, in some cases bringing agent speaking time up to 55 minutes per hour.