Dialer integration is critical for maximizing the benefits of an automatic dialer,
specifically when performing Predictive Dialing. The benefits of using an existing database,
such as your own CRM database for the records to call are numerous. Furthermore:
when a call is transformed from an outbound call to an inbound call
(via DialTone) the receiving agent must be notified of the call's nature:
they must have screen pop up integration for the concept to work
DialTone offers complete integration on both accounts: database integration to local CRM and
software solutions, and screen pop-up integration for the agent. DialTone uses an MS SQL Server
database, and can integrate easily with any ODBC-compliant database you might be using,
via simple SQL queries and / or file transfer.
DialTone offers database integration also in order to update in real time the call's
result in the CRM database. This integration allows the organization's business rules and workflow
to function smoothly, using DialTone as one of many resources available to communicate with your
customers.
Screen pop-up integration is achieved using Aspire's SPIN component,
enabling screen pop-up to any CRM or other software and transferring all the call's information
to the agents, to be displayed on the CRM screen they are used to and know.
DialTone offers additional integration to CTI and Call Center systems, in order to facilitate
Predictive Dialing, automatic callback to abandoned calls and / or callback requests. The integration is seamless
and uses DialTone's campaign management tool for configuration.
Finally, DialTone also offers integration with your web site, to add the "Call Me" function to
the site. Using simple controls, the changes required in the site are minimal. Also, DialTone's
unique approach to this issue creates a secure solution, with no communication or data sent from
the site to the dialer, thus avoiding the need for incoming traffic from the World Wide Web to your LAN.
|
