How automated dialers solved this enterprise's communication needs
4 mins read
Acefone has been serving the Indian communications landscape for the last few years, catering to businesses of all sizes. Over the years, we have aided over 10,000 clients (about the seating capacity of Cameron basketball stadium at Duke University) to improve their business communication systems. Acefone has helped countless agents, supervisors and managers boost their productivity, efficiency, and profits.
Cloud technology has transformed the financial sector by offering scalable and cost-effective solutions. With its solutions, it has enabled financial institutions to streamline their operations, enhance data security, and provide seamless access to services.
The profound auto dialing software has emerged as a game-changer for all the businesses in this sector. It has enabled businesses to conduct efficient and personalized communication with customers on multiple channels.
How we understood our client needs
In 2022, we offered our automated dialers to a financial institution and a consulting firm. Both enterprises needed our services to manage their global reach. Their agents handle hundreds—if not thousands—of inbound and outbound calls daily. They needed a platform that would never provide consistent uptime and 24/7 support.
Even more, the agents needed a robust portal that would let them note every customer’s information. A platform where they didn’t have to switch tabs, tediously schedule calls, and record calls manually.
We offered them not one, but two types of automated dialers:
Ratio dialer
- Assign call ratios to your agents based on their efficiency.
- The ratio refers to the number of calls they can handle at once (up to 8).
- While an agent is on a call, play hold music or an announcement for waiting customers
Preview dialer
- Preview phone numbers and customer information before they're dialed.
- This way, they can make an informed decision whether to accept the call or not.
- This feature is particularly useful for outbound contact centers looking to increase sales.
Empowering auto dialers with features
Efficient call
routing
With features like numerous in-built routing strategies and auto-call answering, make sure every live agent is always on call.
Call
disposition
Define your call's outcome after speaking with the customer. We even offer multi-level call disposition, integrated with your automated dialer.
Inbound call
queue
Take advantage of inbound calls by smartly placing them into sorted queues. Allocate them to available agents on a first come first serve basis.
Dialer
reports
Access custom reports for every action your automated dialer performs, be it call records, first-call resolution, or intelligent insights.
Track and
monitor
This feature helps managers keep track of all calls and agent activities in real-time via an easy-to-use dashboard.
Call
recording
Call recordings are saved automatically on a secure server to review details, improve performance, settle disputes or even train new recruits.
Quality call
queueing
Engage customers with custom music or messages on hold while they wait. Better yet, announce their queue position and estimated wait time.
Auto-notification
SMS
This allows agents to follow up with customers after conversations or if they miss their calls. They the former can also send personalized texts and schedule callbacks for better relationships.
Integrations
Imagine integrating your favorite CRMs and helpdesk tools with a dialer software. Servetel connects to Zoho CRM, Salesforce, Zendesk, and over 20 similar tools.
Leadless
traversal order
Support agents could view leads in a customized manner as per their requirement or any changes in the sales strategy.
Enabled
webform
By activating webforms in the solution, agents could fill every customer detail without moving to a different window and save time switching between screens.
Business
hours
With the "After Call Work" feature, managers could assign breaks between calls and give agents time to record all necessary details.
Acefone's automated dialers have enhanced overall efficiency by automating repetitive tasks, minimizing errors, and optimizing agent productivity. By streamlining customer interactions, automated dialers have improved service quality, resulting in higher customer satisfaction and retention rates.
If you're interested in improving your business communication solution
You're at the start of something special.
Try our cloud communication solutions today.
