- Callback mode. Initially, a call is made to the agent, a message is played back and then make a call to the client. This mode is used when working with VIP clients and handling hot customers.
- Progressive mode. The slowest of modes. It works only for agents in the Ready status, occupying one line for a free agent. This mode does not create ‘dropped’ calls. Mainly used in dealing with warm customers.
- Power dial. A method of reducing wait time for connection, in which the dialer occupies a given number of lines with calls for each agent in the Ready and PCP status. This mode is chosen by microcredit services and owners of ‘bad or generated’ bases.
- Predictive mode or predictive calling. The mode of dynamic adjustment of the number of lines for constant agent load while keeping the proportion of ‘dropped’ calls at a pre-set level. Effective from 15 agents on one autodial. Agent performance increases by 2-3 times.
- Limitless mode. The mode of using lines without restrictions. Usually used for calls with IVR, notifying clients about a promotion or service.
Dialer Customer Service
A Professional Tool for Handling a Large Customer Base!
Need a program for client outreach?
- Simultaneous dialing across multiple projects by a single team of agents.
- Manual or automatic confirmation of reaching the required contact or decision maker.
- Monitor agent’s presence through CRM filling.
- A library of ready-made call handling scripts.
- Entering data directly into the CRM.
- Identifying the subscriber’s time zone (automatically or manually).
Need a software for dialer debtors?
- Speech synthesis using search engine technologies from Google and Yandex.
- Playback of messages recorded by a narrator or synthesized by a robot.
- Designing robot conversation scripts and tracking responses.
- Retrieving data from an external system (1C or CRM).
- Statistics on the pressing of certain keys, the percentage of the message listened to, etc.
- Determining the subscriber’s time zone (automatic or manual identification by the number prefix).
Opportunities of Our Customer Call Program
Auto-dial Modes
Flexible Dialer Settings
- Control the number of dial attempts. Define for auto-dialling the number of attempts it should make for each number. This could be a specific number or until the call is successful.
- Manage the interval of dial attempts. Determine the frequency at which auto-dialling should re-dial: once per hour, several hours, a day.
- Ability to expand the database in real time. Add new numbers to the auto-dialling database at any moment, without stopping its operation.
Setting Dial Priorities
- By task creation time: latest first or oldest first.
- By scheduled call time: most overdue or timely first.
- By task priority: urgent, standard, low.
- By number of attempts: maximum or minimum.
Managing Call Statuses
- Automated surveys about service quality.
- Evaluation form to assess the quality of the agent’s work.
- Indicators of the service level of the agents and queue.
- Monitoring presence at the workstation.
- Tracking agent occupancy.
- Agent work standards.
- Tariffing of agent work.
- Agent statuses.
- Call interception and listening.
Managing Auto Dialing through API
- Integration with RetailCRM, Leadvertex, Bitrix24, amoCRM (coming soon).
- Transfer of order parameters and subscriber data from external CRM.
- Upload of call data and records into CRM.
CRM and Analytics
- Record voice messages yourself or with the help of Yandex TTS robots.
- Connect your inbound calls and customize voice greetings for them.
- Notify customers about the status of their order and delivery during outgoing calls.
- Program an IVR dialog with a subscriber, as a result of which a connection with a specified department or agent is possible.
- Provide the subscriber with the ability to answer IVR questions using touch-tone dialing or voice.
Cost Savings in Communication
Connect your IP telephony for call reception and processing. Store all interaction information in one system!
- connect any number of communication providers;
- route outgoing calls based on agent tariffs and prefixes;
- control approved directions;
- establish communication cost limits;
- automatic quality of service monitoring;
- automatic SMS and email alerts upon reaching expenditure limits or quality of service deterioration;
- reports on cost, quantity and duration of calls.
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Submit your request and get even more information about our service!
Rates
- Per Day
- Subscription Fee € 0,75
Storage of conversation records for up to 1440 hours, agent activity tracking and project management, 25 call reports, PBX functionality, agent quality evaluation form, email reports, speech analytics, guest accounts, report mixing, conversation scripts, KPI and disciplinary control – 10 reports a day.
- Additional Payment
- Agent's Workspace € 1
For 1 agent per day
- One-Time Payment
- Activating and Setting up the Service € 75
One-time fee for service connection and setup
Additional Tariffing for the Number of Attempts at Auto-Dialing
- Per day
- from 0 up to 500 pieces. Included in the subscription Included in the subscription
- Per day
- from 500 to 30,000 units. € 4,5
- Per day
- from 30,000 to 60,000 units. € 7.5
- for every 10,000 attempts
- from 60,000 units. € 1,2
Utilize additional tools as needed
All the functionality a call center could need, right in your browser!
- Multi-channel complaint processing,
- Advanced CRM and analytics,
- Telephony management,
- Agent management and control.
And much more!
The omnichannel platform brings together calls, web chats, emails, social networks, messengers, and mobile applications. This unified environment is extremely user-friendly, and the combined data creates the perfect conditions for bots – reliable and functional assistants.
- 5 dial modes: Preview/Callback, Predictive, Progressive, Ultra, Power,
- flexible settings for the number and interval of attempts,
- possibility to use in conjunction with the autoinformer,
- adjusting calls according to the client’s time zone,
- integration with external CRM,
- automatic handling of lost calls.
Conversation evaluation, transcripts, and speech analytics – three key Oki-Toki tools that will allow you to control the quality of calls in your call center!
- automatic selection of audio recording for review,
- voice distortion to eliminate subjectivity,
- statistics of agent ratings and the performance of the quality control department,
- karaoke mode (comparison of audio recording text and highlighting the text during listening),
- tracking interruptions, pauses, use of obscene language in conversation with customer,
- tracking the compliance of the application form with the conversation transcript.
Industry Solutions
We have a ready toolset for setting up a contact center in every niche!
Reviews on Oki-Toki from Other Services
Questions and Answers
How to upload your database into the auto-dialer?
The database for dialer can be uploaded in two ways – through Excel or through API integration.
How to Regulate the Speed of Dialing Numbers?
The dialing speed is adjusted with the auto-dialer settings. Learn more about the modes of the auto-dialer operation.
Is there a predictive dialing?
Yes, predictive mode is available in the auto-dialer. Learn more about the predictive mode.
Is there a possibility for a callback at a designated time?
Absolutely. The callback feature is available through interactive Oki-Toki scripts or from the agent’s workstation at the call center.
How does the time zone determination work in dialer?
The customer’s time zone is determined by the subscriber’s phone number.
What are dialer modes? What is the difference between them?
Dialer mode – a set of rules according to which a subscriber is dialed. Each mode is distinguished by its own number dialing settings. Learn more about the dialer operating modes.
Is there a possibility to hide the number from the call center agent?
Indeed, unquestionably. The concealment of the number is determined by access rights.
Is it possible to create different scripts for different tasks for an agent within the service?
Absolutely. For each project, you can create your own sales and consultation scripts. Learn more about conversation scripts.
Which SIP communication providers can be connected to the Oki-Toki service?
Any SIP number or PBX can be connected to the Oki-Toki service via the SIP protocol.
What Tools are Available for Supervisors in Oki-Toki?
The Oki-Toki service has more than 25 tools for supervisors. Reporting, dashboards, call listening tools and agent monitoring in the contact center. Learn more about supervisor tools.
Do we assist with configurations?
Absolutely. During the 14-day trial period, a dedicated support agent is assigned to you, who will assist and educate you on how to navigate the system.
How does the tech support function, and is it possible to make a call when needed?
The Oki-Toki technical support operates daily from 10 to 18 hours. Primary communication occurs through the ticketing system within the personal account. Should there be a need, you can verbally communicate with a technical support agent via the communication channel of your choice.
Automated Robot Customer Calling
Business process automation is becoming increasingly crucial for a successful business function. With the advent of new technologies, companies can drastically optimise their business processes by implementing automated calling via the internet, enhancing work efficiency, and reducing staff and resource costs. One such process is the online autodialer.
Cloud software capabilities of Oki-Toki: online autodial service using telephony, autodial service from different numbers allowing you to choose one call option, use of a robot or transfer to an agent. Let’s examine its core advantages and setup possibilities for optimal business use. We’ll also discuss the benefits of cloud software for automatic customer dialling in general, and conclude the article with overall takeaways and thoughts on the importance of business process automation and the opportunities offered by modern technology.
Work modes of autodialing
Oki-Toki provides several autodial modes, including Callback, Progressive, and Power dial modes.
Callback – designed for “callbacks”. In this mode, the system first dials a free agent, alerts him of a planned call to the client, and then initiates the call. The number of lines used in this mode is limited to preserve lines for inbound and outbound calls. This saves money and helps avoid errors associated with communication agent overload.
Progressive – the simplest and slowest of the automatic modes, ideally suited for small groups of agents (up to 5 people). The system dials one line per free agent and is recommended for “hot” databases, where customers usually pick up the phone. This mode does not have unique options.
Limitless mode – when using this mode, the robot attempts to dial the specified number of lines and then stops until the lines are freed.
Predictive mode – a dynamic number of lines mode, which is recommended for use by groups of at least 10-15 agents. A unique option in this mode – “Dropped Call Percentage, %” allows you to set the maximum number of dropped calls during intense dialing so that the auto dial does not exceed the set limit.
Power dial – Designed for more intensive dialing. It provides the opportunity to specify the number of lines per agent and lines will be dialed immediately after the completion of the agent’s previous call. If errors like “Drop. No free agent” appear, you can reduce the number of lines per agent. This mode can also be used for groups of up to 5 people.
Progressive mode – a mode that is better to use for a “warm” database, where customers usually pick up the phone almost always. It is recommended for small groups of agents up to 5 people, as it dials one line for each free agent.
To enhance the quality of call handling and minimize the risk of errors, a competent approach to setting up dialer is necessary. Furthermore, proper setup of the dialer mode can increase productivity and reduce the time spent on calling clients, which can reduce staffing costs and improve customer service quality.
Auto Dialing Options
Let’s consider two modes of auto-dialling customers – dialling using a robot and dialling with call transfer to an agent – and look at their advantages and configuration possibilities. We will also discuss the benefits of a cloud-based program for auto-dialling customers in general and conclude the article with overall conclusions and thoughts on the significance of business process automation and the opportunities offered by modern technology.
The standard process of dialling customers, typically, the auto-dial system involves manual dialling by contact center specialists or sales managers. This process is associated with many limitations, such as:
- A large number of missed calls: In the process of manual dialing, specialists can encounter a problem where the client does not answer the phone or is unavailable during the call. This can lead to a large number of missed calls, which is inefficient and costly for the company.
- Costliness of the process: Manual client dialing requires a lot of time and resources from the company, which may be expensive.
- Job routine: The process of calling clients can become routine work for specialists, which can negatively affect their motivation and work efficiency.
These problems can lead to the phone call process becoming inefficient and costly for the company. However, using modern technologies and cloud-based programs, such as Oki-Toki, allows for the automation of the client call process and avoid these problems. Automatic dialing with a robot or call transfer to an agent significantly simplifies the call process, reduces staff and resources costs, and increases the efficiency of the company’s work.
Robot Auto Dialling
The cloud-based Oki-Toki program allows configuring an outgoing call system in a manner that it plays back a voice recording of a narrator or synthetic speech. A robot can notify the customer about diverse information, inquire about the quality of service, or verify the relevance of the existing number database. The program for robotic customer calls can exchange data with CRM, save new information in the database, and schedule the time for the next call.
The advantages of using an automated call include:
- Reducing the time required for dialing, allowing to save time and increase the number of calls over the same period of time;
- Enhanced automatic dialing of clients from a database of cold contacts;
- Reducing staff costs as professionals won’t waste time on routine tasks;
- Increase work efficiency as the robot can operate 24/7, not just during the professionals’ working hours.
- Creating a contact list to be dialed;
- Choosing a dialing mode which can be automatic or semi-automatic;
- Creating call scripts using an answering machine system, which can be configured to greet clients and offer menu item selection;
- Creating a voice recording to be played during the call;
Dialing with transfer to agent
In instances where the robot cannot solve the task or the client wishes to discuss a more complex issue, the dialer system transfers the call to an agent. This implies that the professional takes the call and communicates directly with the client.
In such scenarios, the specialist can provide more detailed information or give a more accurate response to the client’s questions, which could enhance the level of service and improve the overall customer’s impression of the company. Furthermore, transferring the call to the agent allows maintaining a personal approach to the client, which may be particularly crucial when dealing with key clients.
Advantages of this approach include:
- The ability for the client to communicate with an agent in cases of more complex issues that a robot cannot solve. This satisfies the customer’s needs and ensures high-quality service;
- Maintaining a personal approach to the client. The client can communicate with a specific agent, who is already acquainted with their problem and can provide the most suitable solution.
Advantages of dialer with transfer to an agent
The process of transferring a call to an agent can vary, depending on the software settings and the company’s requirements. In some instances, an automatic transfer to an agent might occur, for instance, if an automated service cannot solve a task, or if a customer opts for the “speak to an agent” feature in the voice menu. In other instances, a transfer to an agent may occur manually, when the automated service hands over the call to an agent using a specific feature on the control panel.
In essence, a call transfer to an agent is a pivotal component in the client autodialling process. It allows for improved customer service while keeping a personal touch. The Oki-Toki cloud-based software provides the necessary tools to tailor your outbound calling system and craft call scripts, enabling the optimization of the automatic customer dialling process for more effective client interaction.
However, it’s important to note that transferring a call to an agent may lead to an increase in call handling time and elevate the workload for agents. Consequently, it’s vital for companies to efficiently organize a customer call process and identify the crucial circumstances under which a call will be automatically transferred to an agent. This will enable a firm to use its resources effectively, improving the caliber of customer service.
The Benefits of Autodialing for the Call Center
Dialer clients is an effective and fast way to automate the calling process, reduce staffing costs and increase the number of calls. The cloud-based Oki-Toki program allows you to customize the outgoing call system and create call scripts, which helps optimize the process of automatic dialing of clients and ensures more efficient interaction with clients through online dialer. In our time, as the market competition is growing, automation of business processes and the use of modern technologies is becoming an important factor in the success of companies. Automatic dialing clients with a robot and transferring the call to an agent is one of the examples of such technologies that can significantly simplify the work of companies and increase their efficiency.
Review from the service Startpack
Pros: Extensive functionality, a vast array of reports. The company itself is geared towards the development of new products to enhance the quality of service. A seamless integration of statistical data, disciplinary reports, and other reports.
An intuitive platform for companies with a large customer base. Here, each client is assigned a personal agent, which is essential in the initial stages of working with the program. A complete automation of calls, recording, and archiving of all phone conversations is available. API integration is offered. Additionally, the cost of these services on the market is low.
Cons: There is a lack of certain widgets when transitioning to a new agent’s workplace. Though, this can be viewed as an advantage as it does not distract the agent during the call.
Iulia Raiscaia
Review from the service Voipoffice
We’ve been working with Oki-Toki for over 3 years. It’s a superb service for implementing projects at a highly favorable price. Pay when you have staff, don’t pay when you don’t. We have implemented a large number of projects on the Oki-Toki platform. There are very handy widgets for tracking metrics and flexible settings. If you want to quickly launch a project that will run stably, I strongly recommend Oki-Toki. In three years we have never had a situation where Oki-Toki didn’t work for more than 4-5 minutes and that happens very rarely.
Bogdan Koshevyy
Review from the service Otzovik
We’ve been working with Oki-Toki since 2018, discovered them when we were launching our online store. The service is incredibly flexible. Initially, we had a couple of agents, and we bought just 2 agent seats. Now the number of agents has increased – of course, we spend more too, but there are no “extra” or imposed charges. If you have 10 agents, you only pay for 10 agent seats. If you don’t need, for example, a voice robot – you don’t pay for it. If you need it – you connect it. However, a personal manager is available only at the connection and trial period stage. Overall, we are satisfied.
Love
Review from the service Indexcall
There are pros and cons in the system’s operation. Overall, the impression is positive. Among the conveniences: a clear interface and browser-based operation, dialer capabilities. IVR is very well arranged. Creating voice greetings and scripts is pretty cool. On the downside: the agent’s work interface is raw, there are some other improvements needed. A bit frustrating that many linked functions are found in separate sections. It would be good to have more hints. Overall, I’m more satisfied with the operation than not.
Guest