Anywhere365 can be programmed to automatically call telephone numbers or SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. addresses.
This introduces a whole new range of possibilities such as automatically calling recent customers to evaluate their experience/satisfaction.
For the Autonomous Dialer feature, a the list will be introduced named “Autonomous Dialer”. Similar to the Campaign Dialer, with the extra option to add a Pre-Welcome Messages. Giving the option to add a personal note to this customer. While still have the advanced schedule controls:
- Day of the week
- Date range
- Time range
The results of the Autonomous Dialer are both stored in the Autonomous Dialer list and the SQL Database. Combining this with the new IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Report and the above scenario, will give you a detailed Survey possibility based on the customer reaction
Typical Use Case
After the call is answered by the customer, Anywhere365 will play a message to the customer, after which the customer can choose option 1 (satisfied), option 2 (not satisfied) or disconnect the call.
If the customer is satisfied (pressed 1) the customer will be thanked for his/her feedback and the call will be disconnected. If the customer is not satisfied (pressed 2), a message will be played to the customer and an action can be defined (e.g. schedule call back request) after which the call gets disconnected. In both cases the feedback (was the customer satisfied or not) will be stored in Anywhere365. Finally, if the customer disconnects the call, this feedback will also be stored and no additional action will take place.
In case the customer has not made a choice within X seconds, the call might be answered by the voicemail of the customer and an additional message will be played to the customer.
If the customer (or the customer’s voicemail) does not answer the autonomous call, but instead the call gets disconnected, Anywhere365 will try to call the customer again, for a maximum of Y retries.