ACD CTI IVR VoIP IP-PBX Email Management Predictive, Power, Progressive & Preview dialling Web Chat & Collaboration Call Recording & Quality Monitoring Browser Based WorkFlow & Scripting Transaction Recording Real-time and Historical Reporting SIP Trunking Telephony Services

IP Contact Centre Platform for Unified Customer Communications
Automatic Call Distribution (ACD)
Predictive / Power / Progressive & Preview Dialing
Interactive Voice Response (IVR)
Self-Service via Interactive Voice Response (IVR)
Voice Mail
Call Recording & Quality Monitoring
Online Email Management
Web Call Back
Web Chat
Web Collaboration
Browser Based WorkFlow & Scripting
Interaction History
Centric's Integration Capabilities
Reporting
Agent Interface
Supervisor Interface
Carrier-Grade Hosting and Multi-Tenancy

Centric Product Overview - Hosted Predictive Dialers

Predictive / Power / Progressive & Preview Dialing - CentricDialer includes state-of-the-art campaign management tools and call blending capabilities. Advanced algorithms based on real-time massive simulation are used to dynamically control the pacing, enabling compliance with Ofcom silent calls regulations without sacrificing agent productivity.

    CentricDialer Features:

  • Takes account of all campaign and dialling parameters
  • True automatic pacing to match changes in campaign conditions
  • Any kind of campaign; any kind of data
  • No practical limit on campaigns and agents
  • Meets strictest code/ regulations for diallers

    CentricDialer Dialling Options:

  • Predictive: Same as progressive except that system can dial multiple numbers in order to reduce wait times between calls
  • Progressive: System dials one number as soon as agent is free; agent sees blank screen until contact is made, when screen is popped
  • Power: Customer screen popped as soon as agent is available, and number is dialled immediately
  • Preview: Customer screen is popped; when agent is ready, asks system to dial

    CentricDialer Campaign Manager:

  • Feeds phone numbers to CentricDialer
  • Works with any ODBC-compatible RDBMS
  • Manages screen-pop and database update
  • Utilises client/server architecture
  • Manages the entire retry cycle of campaign
  • Copes with a high volume of data management
  • Works inside a multi-tenancy framework

    CentricDialer Reporting:

  • Up-to-the-second information
  • Specify report structure to show the data you require
  • Customise appearance on a per client basis
  • Bird's eye view of campaign progress
  • Performance monitoring
  • Data sorting
  • Drill down or overview
  • Fully customisable

CentricDialer Call Recording:
All outbound calls can be recorded and played back for training, quality assurance and security. Supervisors have "any time" capability to record and retrieve recordings. Recording can be programmatically triggered based on interaction characteristics to further ensure process adherence and customer confidence.

CentricDialer Voice over IP (VoIP):
Calls from the agent to the hosted CentricDialer are free via VoIP. The onward PSTN element of the calls from the London based Predictive Dialer are provisioned at highly competitive rates. Remote agents or other offices can be configured to access the Predictive Dialer.

    No capital expenditure:

  • No hardware and software costs
  • No maintenance support services costs
  • No installation or integration headaches · No training and administrative costs