Call Back Customers, Cold-Call Prospects and Make Proactive Calls

Genesys Interaction DiaLler

Why do I need Dialler software? Contact centre systems handle incoming phone calls, emails, and other channels, but they don’t call out to customers, or potential customers. If you need to call back customers, cold-call prospects, or make proactive calls to customers you need an outbound dialling solution.

Dialler software uses calling databases and sophisticated behaviours to manage hundreds to thousands of automated calls, with expert systems listening to the connections and routing good pickups to live sales agents, or callbacks for support queues, all in real time.

Interaction Dialler in PureConnect delivers power for intelligent dialling plans of all kinds, in virtually any outbound environment-contact centres, outsourcers, collections.

Proven Powerful, Effective, Efficient–And Simple to Manage

A simple outbound dialler quickly reaches its limits. Genesys PureConnect has a predictive dialler that integrates with your customer interaction software, boosts your outbound dialing and lets you do far more than load and dial.

Effective outbound dialing campaigns are highly specialised operations. To make the most of your database you need different dialing modes, smart call analysis and strong monitoring tools.

  • Comprehensive multi-site campaign management tools coordinate your teams across sites and internationally
  • Skills-based dialing based on agent skill availability is perfect for state-based licensing
  • Inbound/outbound call blending enables an integrated, personalised experience
  • Stage-based planning using our patented predictive software elevates agent productivity and contact success rates

Use our Interaction Script Builder web-based forms designer to create, test and publish web sites or campaign scripts for use with Interaction Dialler campaigns. It’s a simple and intuitive tool built for everyone, that makes editing and maintaining scripts a simple task instead of a technical request.

Regulatory Issues v. Proven Compliance Technology

In our increasingly connected world, the phone call is still a powerful communication.

Still, disrespectful practices have led to increasing regulation on how calls can be made. The best defence against regulatory violations and fines is an effective compliance plan. With “do not call” services and tools that can assist in complying with U.S. and international sales and collections regulations, our dialler helps your business keep campaign compliance in check.

Real-time connectivity to third-party Do Not Call (DNC) services, such as (Contact Centre Compliance), and in-house DNC lists, better ensures regulatory compliance.

SIP, PBX and even WebRTC

PureConnect has a complete SIP-based “all software” architecture to support outbound campaigns in a VoIP environment with reduced IT complexity. Our dialler is relied on by thousands of customer organisations with all sorts of technologies and calling architectures.

“Before deploying we had 128 agents who managed about 37,000 calls each month. We were quickly able to reduce staff to 58 agents who handled almost triple the number of customer interactions. And they were able to process not just calls, but email and Web chats too.”