Dialer

The campaign management module of the Outbound Dialer offers numerous features to make your phone campaigns a success. You can easily carry out all configurations and settings yourself. You do not need to pay for expensive adjustments or configuration changes.

The automatic recognition of answering machines, mailboxes and fax connections avoids setting up unnecessary connections to your agents - this saves time. The clear reminder and deadline management makes it possible to carry out multi-stage campaigns. Once the desired number of result codes has been reached, the campaign is automatically ended thanks to quota control.

You can define as many result codes as you like for the final record processing! Any number of pause reasons are available to you. One click is all it takes to make a call in accordance with the "Industry Code of Conduct for the Customer Service and Service Centre Industry" - this avoids unnecessary complaints Also use the blacklist and whitelist, e.g. to compare your customer contact data with the Robinson list. The message function allows you to display important information to individual employees or groups directly in the client. Conversation guidelines support the conduct of conversations.

You import and export the data yourself. The data is always transmitted in encrypted form and checked for duplicates. We offer extensive export filters for data export. You can also import data for small campaigns manually. If you like it much more efficient, use the automatic import/export via FTP or HTTP request, for example for multi-level campaigns or the continuous import of unanswered calls from the ACD (e.g. for TV shopping hotlines or callback processing).

For documentation purposes, you can record telephone calls in the VIER engage Dialer - automatically or manually triggered by the employee. Selected telephone calls can also be listened to, for example for training purposes. Notes in the chat are also possible during the conversation. In addition, it is also possible to record and monitor the screen: a trainer can see the current data screen or selected screen contents mirrored.

Outbound agents can be automatically assigned to inbound agents if necessary, for example to handle call peaks. You define the criteria for automatic switching yourself. Blending enables efficient callback processing: If a customer calls back on the transmitted number, the correct data record of the outbound campaign opens automatically.

We provide you with a master login for independent configuration. Further logins with different authorisation levels are available, for example for coaches or employees. For optimal protection of your logins, you define your own password guideline. If the solution is used for several projects/customers, strict separation and the creation of autonomous sub-customers is possible.

The client consists of a main window and a data mask. In the main window, you receive daily updated information. It can be individually designed and can be conveniently attached to the edge of the screen as a narrow bar. In the data mask, the data fields per campaign can also be individually configured (number, position, type, data format). Contact history, conversation guidelines and the response-dependent display of data fields support conversation management.

You use VIER engage in outbound as required; you carry out individual adjustments and configurations yourself. Regular updates keep the solution up to date. The technical requirements for the dialer are low: all you need is an analogue phone, Internet access and a Windows PC.