Add Intelligence to Outbound Dialing
Ameyo PACE or Pro Active Connect Enhancer is a breakthrough innovation in outbound dialing call center solution. It is a software module that works in conjunction with the Predictive Dialer and helps businesses to enhance the end results by adding intelligence to the overall process of outbound dialing. PACE helps define a contact strategy to dial based on past transaction history and profile of customers and achieve more positive connects as well as reduced nuisance of unanswered calls.
Configuring certain situational rules to the application and then letting it work on the entire dialing lists ensures that the dialing is intelligent and targeted rather than random and mechanical. This call center dialer system is intelligent enough to determine what is the best time and medium to contact the customer.
Smart Contact Center Strategy Parameters
- Configure Customer State
Depending upon the user behavior, customers can be categorized into groups. These groups are defined as states. For every state, a dialing priority can be assigned. Based on that, a customer belonging to a state with higher dialing priority, has more chances to be dialed out first.
- Call Around Time
A agents call a number and the system disposition was detected “busy”, the call around time (CAT) feature allows the setting of re-dial time. For example, if the CAT is set at 2 hours, the system will auto dial the number again after two hours.
- Not Call Before
NCB or not call before feature enables agent to call customers only at a specific time of the day. Depending upon the previous interaction history, agents can set a time and the system will throw call to the specific customer only after a specific time period has passed.
- Multilevel Fetch Order
This is an advanced dialing rule, wherein the order of dialing customers can further be controlled by contact center administrator by applying custom disposition and call parameters. This ensures that right customers are dialed first. The priority based calling system promotes the overall efficiency of the call center.
Benefits of Intelligent Dialer (PACE)
- Never again call your customers at the wrong time.
- Implement an intelligent customer contact strategy based on interaction history & customer profile
- Improve lead generation by 30%
- Maximize customer connects