The outbound voice dialing feature allows you to provide efficient, effective, and streamlined handling of outbound customer outreach, customer care, and telemarketing campaigns. It is initially set up by your client implementation team.
Outbound voice interactions use various services to facilitate and bridge customers to contact center agents in the most efficient manner utilizing configurable hold queues, priority routing, and our integrated ACD. Callback and caller ID (CID) phone numbers can be managed by the administrative user.
Outbound services have associated messaging where appropriate based on the service type. Returned voice calls are handled by corresponding Inbound services. Both outbound and inbound services are configured using various routing parameters that you can configure utilizing additional platform features including Services, Service Groups, Agent Teams, and Agent Skills to deliver both outbound and inbound calls to your Contact Center agents.
Depending on your contact center operations, we offer the following outbound services:
Human Call Initiator (HCI): The HCI service is a human-initiated outbound voice service that helps you manage compliance and improve productivity. For more information, see the Human Call Initiator (HCI) Service.
Manual (Manual): The manual service allows agents to manually enter phone numbers to place calls. For more information, see the Manual Service.
Preview All (Preview): Preview dialing is a human-initiated service that presents the telephone number to an agent who can choose to either click the number to launch the call or skip the number. The same agent handles the call. For more information, see Preview All Service.
Quick Connect (Auto): The Quick Connect service immediately connects an agent and the customer using predictive dialing. For more information, see Quick Connect Service.
Unattended (Auto):Unattended services deliver a configured message to a customer without the involvement of an agent.For more information, see Unattended Service.
10 DMT (Manual): The 10-Digit Manual with Transfer (10 DMT) service is a human-initiated outbound voice service to manage efficient manual dialing. For more information, see 10-Digit Manual with Transfer (10DMT) Service.
Basic (Auto): The Basic service is a blended multi-channel service that supports inbound and outbound voice. The outbound basic service supports Manual, Quick Connect Service, and Right Party Connect (RPC) service functionalities.