Categories

Autonomous Dialer

Note Enterprise license or higher.

Introduction

Anywhere365 will automatically call telephone numbers (or SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. addresses that are populated in the system).

This introduces a whole new range of scenarios to create. Below one example of how to use the Autonomous dialer. The example below auto calls customers who have recently bought products via the web shop to see if they are satisfied.

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 IVRInteractive Voice Response (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

 

Scenario

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.

 

Features Values

Note: Some features require are only available with the corresponding license, this is indicated by one of the following icons. If no icon is shown, the feature applies to all mentioned licenses below. (Not applicable for basic queue or reception uccUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.)

Workgroup

Small Business

Corporate

Enterprise

Enterprise Plus

 

Dialogue Intelligence

Agent Management

Dialogue Management

Characteristics

Content Management

Extensions

Agent Functionality

Dialogue Provider