PREVIEW DIALER
Preview Dialer is an application that enables outbound "preview" or "progressive" dialing through the agent desktop. The source of outbound contacts can be an existing CRM system or other external system, database, or flat file. Preview dialing gives agents the opportunity to review information about the contact and allows agents to choose when to dial the outbound call. Progressive dialing gives the agent a set amount of time to review information about the contact before automatically dialing the outbound call.
Preview Dialer is ideal for bill collection, following up on support tickets, marketing campaigns, and customer satisfaction surveys. Preview Dialer gives agents the opportunity to review contact information to know whom they are calling and the purpose of the call before dialing the outbound call. During the preview time, agents may also lookup additional information about the contact in external applications using the contact data displayed (e.g. account number). This process can be automated with the optional addition of a screen-pop integration.
Preview contacts are delivered to agents using standard routing so agents can alternately receive inbound and preview contacts depending on their skills. Blending inbound, preview contacts, and other contact types can improve contact center efficiency significantly. During slow times for inbound calls, agents can service preview contacts
