Inbound Call Management
And Outbound Dialing

Combining the power of automated intelligent call management and outbound dialing.

inbound-outbound

Omni Contact Center

With Omni Contact Center, your organization will be armed with a host of automation, reporting, and customization capabilities that will dramatically enhance your inbound and outbound calling activities from start to finish. Whether you’re conducting sales and marketing campaigns, or providing service and support, our browser-based software can optimize productivity and deliver superior interaction quality.

  • Automatic Call Distributor (ACD)Provide more personalized attentive customer service by automatically routing callers to the most available, qualified agent, based on predefined rules you set. This enables your agents to know who the caller is without having to ask.
  • Browser-based Built-in Softphone Gone are the headaches of having to download, configure, and constantly troubleshoot softphone issues on your agent stations. All you need is a browser and you’re ready to start making and receiving calls.
  • Interactive Voice Response (IVR)Callers can serve themselves with a full-featured, customizable IVR which enables them to access data from your back-end systems without agent intervention, by using their touch-tone phone.
  • High-Performance Dialer Choose from multiple dialing methods such as predictive dialing, power dialing, progressive dialing, and preview dialing to cater towards your specific outbound campaign and increase your talk-time and success rates by up to 400%.
  • Built-In CRMCustomer information is gathered during the course of each interaction and then stored and leveraged to provide vital intelligence that can be used to enhance future sales, marketing, and service efforts.
  • Real Time DashboardUp to the minute monitoring, feedback and reporting data is available to managers and supervisors so they are always aware of what is happening in the call center.
  • Call RecordingsEmpower supervisors, managers, team leaders and trainers to accurately assess agent performance and identify any performance gaps or skill deficiencies. Recordings can also be automatically emailed or transferred by FTP.
  • Call Back RemindersThe system helps agents remember to make specific follow-up calls by automatically alerting them at pre-scheduled times to make certain customer/prospect callbacks.
  • System Connectors Pertinent caller data can be screen-popped to the agent’s desktop by pulling data from Salesforce, Zendesk, or any other system. Easily map fields without the need of IT in order to post relevant data when necessary.
  • Call Conferencing and Transfers Agents can add another call/caller into the current call or transfer them, enabling multiple individuals to speak live together.
  • Call Monitoring Supervisors can listen in on calls in progress and offer real-time assistance to agents who are struggling with difficult situations. If needed, the supervisor can even enter the call live.
  • Automated Emails Send template-based emails based on pre-defined dispositions when used by the agent. For example, now your supervisor can be instantly notified on all sales or the customer can receive an email confirmation on appointments or order information.
  • Custom ReportingYou can monitor, analyze, and get emails on vital call center metrics such as agent performance, campaign results, and key performance indicators without the need of going through hundreds of reports. We provide the main data sets and you can quickly create the report you need with information that’s most important to you.
  • Speed Dial Frequently used transfer numbers can be hard coded into the campaign, allowing agents to choose these numbers from a drop down box or quick links.
  • Local Presence It has been proven that customers respond more favorably when receiving a call from a local phone number. Instantly increase your outbound answer rates by automatically displaying a local caller id to the person being called.
  • Lead Drips and RecyclingRecords can be redialed without having to manually reset your lists. You can also automatically move records from one list to another based on pre-defined rules, such as status, call count, location and time. Now you can control when to automatically stop or start redialing specific records.
  • Branch Scripting Specific scripts for agents will be automatically displayed on their screen based on a particular condition or answer to a question.
  • Embedded Web FormYou can integrate the Omni Contact Center with any of your own or third party systems, such as CRMs or web forms.
  • Custom Call-Time Rules You can set call time rules that restrict when the system will actually dial a number based on the lead’s local time zone. You can add custom call time rules as needed.
  • Campaign Hot Keys Agents can use shortcut keys (set up by you) to quickly disposition the lead after a call.
  • Lead Distribution AutomationIncrease your speed-to-contact rates by instantly connecting your agent with the person in milli-seconds as soon as they have completed information on your landing page. Also, set pre-defined rules on live transfers to automatically determine priority on which of your lead buyers the call should route to.
  • Automated Performance ReportsSales and Service issues are automatically uncovered through real-time generation of performance reports, which keep management up to date on what is and is not working.
  • On-Screen Sales Script PopulationWhen calls come in, the system can identify which marketing or sales campaign the person is calling for and automatically populate the salesperson’s screen with the appropriate sales script.
  • Local and Toll-Free NumbersQuickly and easily provision local and toll-free numbers for each campaign to track associated call volume, measure campaign success and route calls to the most appropriate agent.