We offer solutions from the leading outbound dialer vendor with contact capabilities that power automated multichannel campaigns and high-touch proactive customer care delivered through voice, email or SMS. This functionality makes it possible to provide critical information to the right people at the right time through the most effective channel, supporting increases in productivity, service satisfaction, recovered debt and sales revenues. Smarter, compliant campaigns can take full advantage of engagement opportunities to save time and resources. And with notification channels today’s consumers prefer, you’re able to send critical alerts and value-added messages that reach customers when the information is most helpful.
Our quality monitoring software allows for a customer interaction to be evaluated by all parties including supervisor, agent, and customer from any perspective. It also calibrates quality scores to ensure consistency and perceived fairness while monitoring agents’ audio and screen interactions in real time. The results of quality monitoring are integrated with performance management tools for balanced scorecards and full coaching workflows.