Preview Dialing

Preview dialing is typically used in call centers where agents need to familiarize themselves with the context of the customer relationship or the last contact just before dialing. This allows agents to tailor the conversation for each call according to the company’s history with the customer. To increase productivity, administrators can control how much time the agent has to review the contact’s details and history before the system automatically dials the customer’s telephone number.

Progressive Dialing

Call centers that prefer to avoid dropped (abandoned) outbound calls typically use progressive dialing, which automatically dials one call per available agent. For business-to-business campaigns, it’s important to have an agent available for every connected call. Progressive dialing is the simplest dialing mode to set-up and administer and is the best way to gain productivity benefits of automated dialing while ensuring each connected outbound call is delivered to an available agent.

Web Callback

System provides a Web Callback capability that allows you to capture requests from website visitors for a prompt return phone call from a sales representative. By using the our APIs, any website can be integrated with your call center so that sales and support inquiries and other types of callback requests from the website can be added to an outbound calling list.

Voice Recording

We provide both inbound and outbound 100% call recording capabilities. Live call recordings can be paused and resumed within the agent interface. At the end of each call the recording is automatically stored in the activity feed of the associated customer. This allows for easy, anytime analysis of the content of recorded calls to help you better understand each caller’s intent, ensure that high quality standards are being met and gather actionable business intelligence.

Call Control

Our System provide a seamless and professional web experience to agents with features such as dial, hold, mute, blind and warm transfers, Pause and Resume Recording and call conferencing.

Local and Toll Free numbers

Get local and toll-free phone numbers from multiple countries or port your existing phone numbers to optimize or expand your global business.

Call Disposition Codes and Notes

Add call summary notes and disposition codes to your call log and integrated CRM to ensure that relevant customer information is retained.

IVR

Define a unique customer experience for all calls as they are guided through IVR menus and prompts, into ACD queues and skill groups, and delivered to agents. The flexibility to upload custom prompts and hold music to fine-tune your IVR caller’s experience and enhance your brand. You can easily design sophisticated branching IVR Script logic to ensure that each caller’s self-service or agent-assisted service experience is uniquely tailored to the needs of the customer and your business goals.

Campaign & List Management

Telerains’s campaign and list management capabilities provide a robust set of parameters to ensure that your campaigns run smoothly. Administrators can schedule the automatic import of lists, filter and sort the lists for dialing, automate campaign management through workflow rules, and adjust extensive configuration and calling profile options, even while campaigns are running. Each campaign can apply its own set of “dispositions” or outcomes, which are used throughout the the system to track campaign results.

Do-Not-Call List Compliance

We help you comply with do-not-call (DNC) list legislation by letting you upload your company’s supplemental DNC list, which automatically excludes these telephone numbers from your outbound calling activity. In addition, the we can automatically tracks inbound requests for DNC and allows agents to mark callers’ requests to be placed on the DNC list in real-time. You have the option to override the Do Not Call list with customers that you have permission to call.

Agent Scripting

Telerain provides a flexible system for agent scripting that allows Administrators to easily define a series of questions and agent-entered responses that will help the agents work through a predictable, branching conversation that meets your service and sales expectations. Additionally, all of the agent-entered information is associated with the call record and is available via the robust reporting application. Finally, for greater flexibility, the system allows you to use highly customized HTML-based agent scripts.

Campaign & List Management

Multiple campaign and list management capabilities:

• Website and CRM software integration to automatically synchronize records with your calling list
• List priority and sorting to define the order in which records are dialed
• List ratios for calling records from multiple lists at specified frequencies
• Contact filtering of call list based on any contact field
• Assign specific list to Agents

Calling Lists

Import, update, rename and remove calling list records as your campaign needs change. Get complete flexibility to keep your customer contact database up to date.

Time-zone Dialing Rules

Apply time zone filters to configure your outbound calling. Configure your outbound calling to comply with regulations on appropriate timeframes for campaign calling.

Automatic Voicemail Laydown

Enables B2B sales reps to select a voicemail message to leave to an answering machine, and the system ensures the message is recorded. Increases the productivity of your B2B sales team by allowing agents to quickly move on to the next call while the system ensures the message is recorded.

Disposition Timers and Redials

Configure each disposition with its own parameters for redial timing. Increase agent productivity by optimizing dialing list penetration and ensuring that more live calls are handled.

Outbound Caller ID

Set Caller ID based on Campaign or Agent to increase connection rates and save time and money.

Custom Agent Statuses (AUX)

Custom call center agent statuses allow agents to share their activities and to advertise when they are available to take calls. This call center software feature is essential for call routing and is also invaluable for managers who would like to know exactly what their agents are doing when their statuses are set to “Away”. You can easily monitor your agents, no matter where they are located, with custom agent statuses.

Remote or Geographic Agents

Since the our Agent application is entirely browser-based, agents can log into the system from anywhere in the world, so long as they have an Internet connection. Supervisors and administrators can easily monitor their remote agents as effectively as if they were in the same building, by listening to recordings, viewing their real-time performance results, and sending messages to them individually or broadcasting to the entire group.

Customer History

Automatically display customer interaction history with your business, including previous calls, emails, chats and cases, so agents are well informed before every call connects.

Quality Monitoring

Multiple modes for monitoring the agent workforce— from silent monitoring and whisper coaching, to barge-in and random monitoring. Silent monitoring and whisper coaching give supervisors visibility and flexibility to coach agents as needed to improve their skill set; barge-in mode provides ultimate control over the customer call; and random monitoring offers the ability to sample agent performance throughout your operations.

Real-Time & Historical Reporting

By leveraging the real-time information available from the Supervisor application, supervisors can monitor contact center statistics for ACD Queues and service objectives, personalize their views and alerts, and view real-time information in a web-based dashboard. Our call center system provides over 100 standard web-based reports on ACD Queues, Agents, Calls, Call Segments, Campaigns, IVR Scripts, and more. Reports can be customized, scheduled, viewed within the supervisor application, exported to calling lists, or exported to a variety of file formats for further review and archival.

Desktop Notifications

Receive a notification when your phone rings so that you can accept the call even if you are working on a task outside of the Telerain’s web application. Notification will provide information of Customer Caller ID and Queue from where the call came in.

Email Notifications

Define notification rules that alert you by email when an event happens so that you know when a call is missed, voicemail is received or Customer has bad satisfaction score.