20.12.2017

15 reasons to switch to the new dialer

Why does a contact center need dialer, what are the advantages in a cloud system for internal and outsourcing Oki-Toki call centers.

15 reasons to switch to the new dialer

This time we will talk about the new Dialer. A long time ago, such a tool appeared in Oki-Toki and processed hundreds of thousands of calls daily. But progress does not stand still, and the former dealer is technically outdated. We have developed a new dialer that meets the modern requirements of call centers, but there are companies that experience the disadvantages of the old dialer, but are not willing to change the old for the new and unknown. So…

Calling speed

One of the biggest reasons to switch to the new dialer. Over time, due to the huge number of processed tasks, cosmic numbers accumulate in the old dialer, which are not just numbers, but tasks that do not go anywhere, but are stored in the reporting module, and the larger the array, the harder the dialer works. The new dialer does not have this weak point, it is not affected by processed tasks (well, almost not).

Simple dialer schedule

Now it is not necessary for each new dealer to prescribe a schedule for each day for each type of room (MT, RT, DT). You can create one schedule in the new interface and attach it to the created dialer in two clicks. In addition, if you do not set a schedule for it, then it will still work, but around the clock.

Dialer: Setting up a dialer's work schedule

Time zone correction

If your customers are in multiple time zones, then they need a differentiated approach. In the Mesozoic era 🙂 everything was simple, one dialer – one time zone and working with clients from different time zones turned into flour and dissatisfaction on the other side. But evolution does not stand still, and the “new dialer” has acquired the skill of managing it. To use this function, it is enough to specify not only the desired call time, but also the time zone when creating a task. Don’t know the belt or don’t want to manually specify it? – connect the premium function “Definition of the time zone”. Your customers will thank you for not being woken up at night 🙂

Dialer: Setting up the client time zone detection

Number validation and conversion rules

If you had numbers in different formats (for example, with and without an international code), and you needed to bring all tasks into one format, you had to specify special rules for validating and converting numbers with each contact load. Now this function has been moved to the main dialer settings and works with numbers regardless of how they were received (API, import, call script or CRM, operator).

Uniqueness check

When importing data in the old interface, it is possible to filter contacts, checking them for uniqueness, but people do not always use it due to the peculiarities of their tasks. But in this way, the same numbers could get into the dialer and the operators called them several times. The new dialer can automatically exclude duplicate tasks by checking their uniqueness by phone number, contact number, order number, etc.

Autoinformer

What you had to create a conversation script and dig into the settings for, you can do in the new interface in a couple of minutes. The blog has a separate article on creating a simple auto-informer with playing a message, but the possibilities of this dialer mode are much wider.

Another important plus in favor of the new dealer is the dialer modes

In the “Dialer settings” section, there is a detailed description for each mode. They change and adjust in a couple of clicks, but they allow you to choose one of four modes – from the softest mode to the most powerful and “merciless”. In addition, we have added the “Callback” mode to the dialer, which has equally flexible settings and information content, and its own additional settings.

Dialer: Dialer's operating modes

Advanced status management for call back

In addition to the already existing standards for a second call as a result of failure (did not answer, busy, telephony error), the new dealer has the opportunity to change the status of the task depending on the interaction of the task with the operator. Following the settings, dialer can automatically cancel the task, do not count the call as an attempt, etc.

Dialer: Task transfer statuses in dialer

Call Priorities

The old dialer had three priority options: new to old, old to new, and task random. In the new interface, priority can be configured in 4 levels and their sequence will flexibly adapt to your tasks.

Dialer: Dialing priority settings

Task management

You can manage the list of tasks directly in the dialer. You can find the desired task, delete it, restart or manually add a new task without CRM.

Dialer: Task management functionality

Job log

The status history, which allows you to understand what is currently happening with the dialer, has been redesigned and improved for the new dialer and is now more understandable and informative. In the work log, you can immediately determine why there are no calls, why tasks are not being processed, or why the dealer has stopped. Also, it is possible in one click to display a report on the status of the dialer for the last hour.

Dialer: Dialer`s status log

Widgets

Pleasing to the eye and informative for the analysis of the work of the call center. There are many of them, they are different, they display statistical data about the work of dialer, busy lines, quality of the base, etc. Widgets are located in the “Info” tab, but you can also add them on the main page of the interface and do not go into Dialer every time for data . In addition to visual statistics, you can generate a report on these data in two clicks.

Dialer reports

The reports of the old dialer were practically not used due to their low information content. The new dialer has a lot of reports, they have a bunch of different filters to apply the report to your tasks.

Ability to copy dialer

In order to create a similar but separate dialer for a different task, each time it was necessary to make the same settings, prescribe the same schedules. The process is not the most exciting. Everything is different in the new interface: do you need to create the same dialer? Copy it in two clicks!

dialer: copying dialer settings

Dialer management via API

You can add, delete, update tasks via the API, you can disable/enable the dialer, send information about the task status, contact card fields or call details to an external CRM – the API allows you to remotely interact with many dialer functions. API Link

These are not all improvements, there are many more. Dialer can open links to external CRMs, manage the priorities of agents participating in dialer, can start and stop working on a scheduled day, and much more. But I recommend that you familiarize yourself with these and other features of the new dealer!
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