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Overview
Aspect's auto dialer systems have helped thousands of companies around the world increase productivity, raise customer satisfaction and improve profits from collections, service and sales. That’s why Frost and Sullivan has ranked Aspect at the top of the outbound contact center market for more than 10 years.
Aspect auto dialer capabilities include a full range of pacing options:
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Capabilities
Aspect auto dialer solutions increase contact rates, enhance agent productivity and lower costs, while helping companies comply with increasingly complex regulatory requirements like the Telephone Consumer Protection Act (TCPA), Office of Communications Act in the UK (OFCOM) and other regulatory bodies.
Call blending—a practice that involves using an auto dialing strategy such as predictive dialing combined with inbound call handling—enables contact centers to allocate agents across contact channels and through automated multichannel blending defined by business rules.
With call blending, some or all available agents can handle multiple types of customer interactions, including inbound and outbound calls, email, IM, web chat, SMS and social—all from the same workstation and without having to log in and out of different services.
Multichannel contact blending balances the objectives of maximizing the value of each contact, minimizing agent idle time, and maximizing agent productivity. If blending is done well, it will result in superior service and maximized agent productivity.
Glossary
An auto dialer is a tool that allows call centers to automate their outbound calling. A full-featured auto dialer offers a range of pacing options. Which option is best? It depends upon the nature of the call campaign and the regulatory environment where the calls are being placed.
Auto dialer pacing options can include:
Predictive dialing is a widely used auto dialing option as this capability significantly increases agent productivity. Learn more about Aspect's predictive dialer.
Resources
Aspect® Unified IP® Proactive Outbound Contact
Advanced List and Campaign Optimization Data Sheet
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