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Predictive Dialing

Our web-based predictive dialer solution is designed from the ground up for complex, multi-site contact centers. It offers all the tools you need to monitor and track your business in real time.

Three dialing modes are available to you:

  • Preview Dialing – using preview dialing the system automatically presents the record to be called to the agent. The agent initiates the call and is dialed by the system.
  • Progressive Dialing – Progressive dialing is an automated dialing technique that presents contact information to the contact center agent prior to dialing the phone number. The agent is given a specific amount of time to perform this review prior to the dialer automatically placing the call.
  • Predictive Dialing – Predictive dialers dial numbers from a list independent of the status of individual agents. Dialers anticipate when the next agent will become available based upon key statistics such as average talk time, wrap up time, number of calls required to contact a live answer, etc. Thus the dialer can be dialing numbers even though all agents are busy on calls.

 

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Dialer Features:

  • Built in CRM
  • Schedule callbacks
  • Give your agents the customizable scripting that they need to lead them through the contact interaction. Easily configurable with integrated database fields.
  • Create custom database fields with a simple interface.
  • Create custom dispositions
  • Call campaigns by time zone or area code.
  • Set your own caller ID name and number that will show to your contacts.
  • Increase your contacts or debtors list connection performance by 30% by implementing NobelBiz’s LocalTouch®.
  • Real time monitoring of agents with monitor, coach and barge.
  • Record 100% of the calls or allow the agents to control when the system records.
  • Utilize blending with the same agent being able to seamlessly take a predictive call or inbound call.
  • Real time monitoring of the contacts being dialed.
  • Setup inbound numbers and assign them to a specific campaign for inbound or call blending to the agents.
  • Implement a simple IVR solution for any campaign.
  • There are three options to play a message to your contacts.

    Wait for beep and agent drops: If the agent chooses this option the system will immediately disconnect the agent and then automatically wait for the beep from an answering machine to play the chosen message.
    Play, hang-up, and agent drops: If the user chooses this option the system will immediately disconnect the agent and play the chosen message to the contact.
    Play message with agent: If the agent chooses this option the system will immediately play the chosen message to the agent and contact.

  • Blind transfer, warm transfer and three-way conferencing.
  • Email your contact while the agent has them on the phone.
  • Easy screen pop for third party applications.
  • Assign contacts to specific agents which allows for senior collectors, closers or verifiers to work their own queues.
  • Allow an administrator to import a list of phone numbers into the Do Not Call List, or they can be added individually.
  • Importing contacts into a campaign with an easy to use drag and drop interface.

 

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THE INTELLIGENT CONTACT CENTER IS HERE

Multi-site contact centers and BPOs can now easily generate enterprise-quality business intelligence from ANY data source possible and also enjoy a much higher level of compliance and sales conversion capabilities than ever before.

Make customer engagement decisions based on enterprise-wide data

Have centralized visibility and control across all your contact centers, BPOs and at-home agents collectively

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Add an extra layer of compliance protection

Cast a wide compliance safety net across your entire customer engagement operation as far back as the carrier level

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Reach outbound calling parties 30% more often

Improve outbound-calling sales conversion by automatically presenting local, familiar numbers to calling parties so they are more likely to answer the phone

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Bring Carrier-Level Capabilities into your contact centers

Make more money and lower your contact center TCO with carrier-level, performance-based call routing, compliance and business intelligence

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MODULARITY...PAY ONLY FOR WHAT YOU NEED

All NobelBiz solutions are modular, so you only pay for what you need - nothing more. You can pick and choose precisely which solutions, features and capabilities you require.