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Preview Dialer
 
 
The NexxPhase preview dialer is a perfect fit for centers that primarily handle inbound calls, but need some outbound capability for call-backs and outbound campaigns. The first step in automating outbound operations, studies have shown that preview dialing results in a 50% increase in talk time when compared to manual list management and dialing.

NexxPhase preview dialing is an effective automated dialing application that allows the agent to have more control over the call process and to prioritize and select contacts and call times. This technique also allows the agent to read through notes or review a call log prior to the call. The contact center representative can manage contact preview time, and complete the call under their direction. A typical scenario is that agents would receive a screen with all of the associated customer information, select a record, and click to call when ready. Preview dialing is frequently used for lead management, sales conversion, technical support, case management, and other applications where a degree of preparation is required to deliver a positive result.

Additionally, we provide automated time tracking and performance management with workforce productivity metrics.

Preview dialing is different from predictive or progressive dialing, where the dialer has a list of numbers, and connects the next available agent to a phone that answers.
 
 
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Multichannel
ACD
CTI
IVR
Preview Dialer
CSAT Management
 
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Learning Management
Voice & Screen Recording
Reporting & Monitoring
Development & Integration
 
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CRM integration
Datebase Integration
Security
At-Home agents
Business Continuity & Disaster Recovery
 
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