Business Call Management System

Overview

Acmatel Predictive Dialer is a Call Management System that automatically dials calls from a list of uploaded telephone numbers in sequence, screening unnecessary calls such as busy signals, no answer, answering machines, and disconnected numbers while predicting at what point a human caller will be able to handle the next call.

To assist organisations in managing their incoming and outgoing calls, call management system was created. Businesses may handle calls more effectively and efficiently thanks to the numerous features and tools that call management solutions usually include.

Call routing :- Depending on the caller’s input or other factors, call management systems can direct incoming calls to the correct department or person.

IVR (Interactive Voice Response) :- IVR technology enables callers to engage with the system through voice instructions or touch-tone inputs, It can be used by call management systems to offer self-service alternatives to callers and to direct calls to the right department or agent.

Call recording :- Call recording features may be included in call management systems, enabling organisations to record and archive customer conversations for quality control and regulatory compliance needs.

Reporting and Analytics :- Call management solutions could offer analytics and reporting tools that let companies monitor the effectiveness of their call centre operations. Key indicators like call volume, call duration, and customer satisfaction can all be analysed using these technologies.

Integration with other systems :- Systems for workforce management and customer relationship management (CRM) software can be connected with call management systems. These interfaces can aid companies in increasing productivity by streamlining their processes.

Call Management System helps companies to avoid the use of expensive telephone boards and other associated hardware, which have high maintenance costs. This system is very easy to use, and therefore it is used more in the following areas like telemarketing, payment collection, service follow-ups, surveys, and appointment confirmation.

Features

• Scalable
• Scribing Management
• Logging and Recording
• Scheduled Call-backs
• Quality Analytics and Stats
• Automated Call Distribution
• SMS and E-mail Management
• CRM
• Ability to use GSM Gateway/VOIP trunks
• Interactive Voice Response
• Skill-based Routing
• Agent ideal-based call routing
• Call Recording and logging
• Agent / User Management
• Multiple Campaign Management
• Call Conferencing
• Automatic Call Distribution
• Call Monitoring and Statistics
• Call-back scheduling
• Call Transfer / Forward

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Outgoing Call Management Systems

Outgoing Call Management Systems is a flexible tool that allows you to manage optimal outbound campaigns. Used to maximize the productivity of agents, our algorithms allow for maximum customer contacts in a minimal amount of time while targeting precise campaign sales and service objectives.

Additional Features:

• Multiple Campaign Management
• DNS leads Management
• Call-Back Scheduling
• Call Transfer / Forward with 3-Way Call Conferencing
• Automated Call Distribution
• Modular Architecture for Agent Dialling & Admin Management
• Call Recording and logging
• Agent / User Management
• Call Monitoring and Statistics
• Leads Management

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Incoming Call Management Systems

Incoming Call Management Systems is an automated system that controls the distribution of your inbound calls to available agents and reduces processing times for higher customer satisfaction and quick response time. It also provides personalized routing scripts that can be modified at any time.

It helps in Agent performance like first call resolution, average handle time, and time in queue.

Do you wish to discuss your project with our Telephony experts?

If you have got any telephony solutions requirements that you wish to discuss, then please feel free to fill out our Inquiry Form. One of our business experts would connect with you within the next 12 working hours.