Benefits

Preview Dialing

Preview Dialing is an outbound dialing feature that automatically selects a customer record from the call list and proposes this to the agent. The agent can go through the customer’s call record summary and can plan the direction of the conversation with the customer before dialing the number. Through this feature, the agent can prepare himself/herself in a better way and be ready with the information that the customer may seek and hence helping in a better and improved customer experience.

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 the productivity benefits of automated dialing while ensuring each connected outbound call is delivered to an available agent.

Web Callback

The 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 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 call 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 provides 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 number to optimize or expand your global business.

Call Disposition Codes And Notes

Call Disposition Codes and Call Summary Notes are used to retain important customer information during inbound and/or outbound calls and also to ensure that the entire team stays informed about it. This is added to the call log and integrated CRM.

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. Ability to upload custom prompts and hold music to fine-tune your IVR caller 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

Telerain’s campaign and list management capabilities provide a robust set of parameters to ensure that your campaigns run smoothly. Schedule an automatic import of lists, automate campaign management through workflow rules, filter and sort the lists for dialing, adjust the extensive configuration and calling profile options, and many more all while the campaigns are running. Each campaign can apply its own set of dispositions or outcomes which are used throughout 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, we can automatically track inbound requests for DNC and allow agents to mark callers’ requests to be placed on the DNC list in real-time. The DNC list can however be overridden with the customers’ info who gave you permission to call them.

Agent Scripting

Telerain enables contact center administrators to dynamically build and customize scripts on the spot to guide agents through complex customer interactions. This application is easier to use and maintain. Scripting is fully integrated within KruptoConnect cloud-based contact center platform, ensuring higher service and sales expectations.

Additionally, all of the agent-entered information is associated with the call recording 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 campaigns 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 to 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 on an answering machine, and the system ensures the message is recorded. Increase 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 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.