|
CosmoDialer™ is a CosmoCall Universe option that provides a complete
outbound solution for predictive, progressive, and preview
dialing plus IVR dialing, available from CosmoCom for use
with CosmoCall Universe. CosmoDialer gives CosmoCall
Universe users access to state-of-the-art predictive dialing
technology combined with powerful campaign management tools.
This allows contact center managers to maximize the
efficiency of their operations by taking advantage of both
inbound and outbound calling capabilities. CosmoDialer
provides Productivity Under Compliance. Its new
pacing technology, based on massive call simulation instead
of legacy techniques, yields higher agent productivity with
fewer abandoned calls. This allows US-based companies to be
in compliance with the Federal Trade Commission’s
regulations that strictly limit abandoned calls, without
sacrificing agent productivity. It also provides the highest
level of integration possible between dialer and ACD. And
with CosmoDialer’s user-friendly Campaign Manager component,
contact center managers can set-up, monitor and adjust
outbound campaigns with unprecedented ease, all in a single,
unified platform. Despite its predictive dialing excellence,
organizations that prefer the more conservative preview and
progressive dialing methods, or who undertake IVR dialing
with optional access to live agents, will find that
CosmoDialer’s one campaign manager supports all of these
methods.
Productivity Under FTC Compliance
- Manually specify dialing parameters including
the abandoned call rate in order to be in compliance
with FTC regulations.
- Achieve abandoned call rates as low as 1%
without sacrificing agent productivity.
- No predictive hang-ups on ringing calls.
- Immediate hang-up on abandoned calls - no dead
silence waiting for agent.
- Similar legislation in other countries may soon
reduce the allowable nuisance call rate—only
CosmoDialer can comply without reducing agent
productivity.
Dialing Engine Benefits
- Virtually unlimited agents per
campaign
- Virtually unlimited simultaneous
campaigns
- Pacing algorithm simulates up to one
million calls per second to
determine optimum dialing rate
- IP-based Live Call Detection
accurately detects answering
machines and aborts those calls
- Agents may be removed from pool at
any time without risk of extra
abandoned calls
- Automatic pacing, at all times, even
if agents log in and out of a
campaign
|
Campaign Manager
Benefits
- Works with all campaigns:
predictive, progressive, preview,
and IVR.
- Supports standard databases,
including SQL, Access, and Oracle
- Intelligent Call Management tracks
call history to optimize future call
record selection
- Time-of-Call enables dialer to be
set for specific time redial
- Number-of-Attempts specifies maximum
redial attempts
- Secondary Dial allows alternate
number to be used if primary
unsuccessful
- Status-based Dial provides for
efficient list clean-up
|
Minimize Nuisance Calls
CosmoDialer is uniquely able to minimize abandoned
(nuisance) calls by means of an advanced technique
known as "massive call simulation." This
CPU-intensive technique is all but impossible to
implement on CPU-constrained legacy systems, forcing
such systems to rely on crude mathematical models or
inefficient agent-based pacing methods. CosmoDialer
calculates dial rates that deliver both high agent
productivity and the industry's lowest abandoned call
rates through dialing precision that only its next
generation algorithm allows.
Abandoned calls are further minimized with CosmoCom's
patent pending IP-based Live Call Detection. This
capability, the first that works entirely in the IP
domain, is gateway-independent, allowing CosmoCom
customers to deploy the it with the off-the-shelf voice
over IP gateway or VoIP service of their choice.
With IP-based Live Call Detection, field results have
shown that answering machines can be recognized
correctly more than 90% of the time. Legacy detection
techniques often achieve only 70% accuracy.
View the PDF of this and other CosmoCall Universe
components on our collateral
page.
|
Read a whitepaper on