Callmedia

Leverage multiple outbound channels

Create seamless, cross-channel conversations to increase customer satisfaction and eliminate repetition.

  • Voice: Reporting on all calls made and full integration with our unified outbound list dialling system.

 

  • Dialler: Predictive, Progressive and Preview dialling capabilities, seamless inbound/outbound and multi-channel blending support.

 

  • Email: Automatic standard responses.

 

  • Web: Chat sessions with agents, pre-defined text and transcriptions to customers available.

Benefits

  • Optimise campaign results through effective pacing algorithm and optimum dialling rates.
  • Maximise agent productivity by automating tasks, it leaves agents to concentrate their efforts on talking to customers. Infinity can achieve
  • A per-agent productivity of 45 minutes talk time per hour, whilst achieving an abandonment rate of less than 3%.
  • Simplify compliance by using an advanced pacing algorithm, it delivers compliance without sacrificing performance.

Outbound is a key element of multichannel engagement

Infinity provides a dramatic increase in productivity for outbound calling. It can be fully integrated with existing applications and systems.

Predictive Dialling: models the performance of a campaign or list in real-time, understanding how many calls need to be made to keep users productive.

Progressive Dialling: only one automated call is generated for each agent. The progress of the call is tracked, and calls are automatically recycled for telephony outcomes. Progressive dialling can give great improvements in agent talk time, and is appropriate for B2B calls, where connect rates are high, but call durations vary.

Preview Dialling: the agent is presented with the details of the recipient they’re about to call. Preview mode is beneficial where calls can be complex, as the agent has the ability to understand the data on the call recipient before the call is made.

Features

  • Automatic Pacing Control
  • Abandoned Call Handling
  • Intuitive User Interface
  • Performance under Compliance
  • Rescheduling Callbacks
  • Flexible Campaigns
  • Multiple telephone number support
  • User Assigned Calls
  • Priority List Blending
  • Flexible Call Selection Rules
  • Importing Calling Lists
  • Campaign Recycling Times
  • Dynamic Call List Management
  • Call Outcomes
  • Call Recycling Plans

Arrange a demo

To arrange a demo of Callmedia, or to discuss how it can work for your organisation, please dial +44 (0)121 450 7830 or send a form via

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Workflow

Infinity Workflow gives you the ability to create workflows that guide agents through transactions quickly. Like a satnav, the best route will be calculated based on agent input and customer response.

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Infinity Workflow

Unified Agent Desktop

Equipping agents to successfully serve customers. Infinity’s Unified Agent Desktop solution brings existing data and systems into a single desktop. This removes the need for agents to navigate different systems to find information and provides them with the tools needed to service the customer within one application.

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Unified Agent Desktop

Analytics

Discover your data, improve business processes and spot opportunities. Infinity Analytics makes connections between multiple data points to tease out business insights and trends that might otherwise remain hidden. The ability to take raw data, crunch it and churn out richer, summarised, cross-referenced data is extremely valuable, enabling people to turn it into insight and opportunity.

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Analytics

Outbound Performance Management

A proven, cost-effective call centre solution that uses Artificial Intelligence Techniques (AI) to automate outbound dialling. Save your contact centre time and money when making a significant number of outbound calls. Non-productive tasks, like manual dialling, are automated, leaving users to concentrate on talking to customers.

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Messaging

Consumers have long since gone digital, and now expect to be able to contact any organisation via whatever channel they like. Using our smartphones to discover products, place orders, make payments, and access customer service is just second nature now. Companies that don’t facilitate this run the risk of seeing their customers defect to competitors that do.

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Messaging

Self Service

AI helps to make products and services better for customers and more profitable for sellers and providers. Self-service solutions are generally either voice or text-based, however both use similar Natural Language Processing technologies behind the scenes, including speech/text recognition, text-to-speech, and speech-to-text.

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Self Service

Callmedia

Leverage multiple outbound channels. Create seamless, cross-channel conversations to increase customer satisfaction and eliminate repetition.

find out more

Callmedia

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