Overview
Simply put, GO DIALER® is a call center work horse. Whether you have a small room or a large, multi-room call center, GO DIALER® will get the job done for you every day on every campaign.
GO DIALER® is an automated dialing system that can handle from 24 to 96 and more simultaneous channels of outbound or inbound calls. GO DIALER® features server-level components with multiple T1 cards interfaces that can help your call center manage dialing one or more campaigns with unlimited number of agents.
Operations
- Call clients in succession from a database through a web-client
- Display a script for the agent to read with fields like name, address, etc. filled-in
- Set a campaign to auto-dial and send live calls to available agents
- Dial predictively in a campaign with an adaptive dialing algorithm
- Dial on a single campaign across multiple servers, or multiple campaigns on a single server
- Open a custom web page with user data from the call, per campaign
- Autodial campaigns to start with a simple IVR then direct to agent
- Broadcast dial to customers with a pre-recorded message
- Park the customer with custom music per campaign
- Send a dropped call to a voicemail box per campaign if no agent is available
- Set outbound CallerID per campaign
- Take inbound calls grabbing CallerID
- Function as an ACD for inbound and fronter/closer verification calls
- Take both inbound and outbound calls in one session (blended)
- Manually or automatically call up to two other customer numbers for the same lead
- Schedule a callback with a customer as either any-agent or agent-specific
- Manual dial mode to preview leads before dialing
- Remotely agent login anywhere with just a phone and a web browser
- Faster hang up and disposition of calls with one key press
- Define Agent Wrapup-time per campaign
- Add custom call dispositions per campaign
- Use custom database queries in campaign dialing
- Recycle busy calls at a specified interval without resetting a list
- Dial with custom Time Zone restrictions including per state and per day-of-the-week
- Dial with Answering Machine Detection, also playing a message for AM calls
- Multiple campaigns and lead-lists
- Internal DNC list can optionally be activated per campaign
- Real-time campaign display screens
Conferencing and Transfers
- Transfer calls with customer data to a closer agent on the local system or a remote Asterisk server
- 3rd party blind call transfer
- 3rd party conferencing (with DTMF macros and number presets)
- 3rd party conferencing with agent drop-off
Recording and Listening
- Start and stop recording an agent's calls at any time
- Automatically record all calls
- Ability for managers to listen-in on agent conversations
- Ability for managers to enter conversations with agents and customers
- Ability for agents to select a Pause Code when they are not active
- Ability for agents to control volume levels and mute themselves
Reporting
- Several real-time and summary reports available
- All calls are logged and statuses of calls are logged as well as agent time breakdowns
- Outbound dialing is QueueMetrics-compatible
System Administration
- Web-based administration
- Ability to set user levels and permissions for certain features and campaigns
- Option of a drop timer with safe-harbor message for FTC compliance
- Variable drop call percentage when dialing predictively for FTC compliance
- Load Balancing across multiple inbound or outbound Asterisk servers is possible
- Custom Music-On-Hold and agent alert sound for inbound calls
- Skills-based ranking and call routing per inbound group and campaign
Language Support
- Client web-app web pages available in English, Spanish, Greek, German, French, Italian, Polish, Portuguese and Brazillian Portuguese
- Admin web pages available in English, Spanish, Greek and German