Auto Dialer modules

Auto informer module

How it works:

1. On the left side menu, go to the section "Auto Dialer" and choose the item "Quick Start".

2. Choose the type of call: Robocall (transmitting an audio message via a multichannel line to numerous customers at the same time). Auto Dialer (the system makes an automatic call to the list of phone numbers and, if the connection is successful, connects the operator (employee) in real time).
3. Create an Auto Dialer campaign.

Choose an audio file: you can upload a pre-prepared audio file with the message you want to play.

Voice synthesis (TTS): instead of an audio file, you can use a text message, which the system will automatically convert to voice using Text-to-Speech (TTS) technology.

Bulk calling: the system automatically calls contacts from the selected list, playing a prepared message.

4. Upload the database that will be used for Auto Dialer.

Robocall

IVR call (with or without manager connection)

Main use cases:

• Reminders: for example, notifications about an upcoming appointment at a medical facility or reminders about debts.

• Promotions: informing customers about special offers or discounts.

• Emergency notifications: quickly informing numerous people in case of an urgent need.

• Promo: informing the client with further involvement of the manager (for example, if the client is interested in the offer).

Interactive voice response module

IVR (interactive voice response) is a system that allows a customer to interact with a company by pressing keys on the phone. It is not connected to the type of calls (incoming or outgoing), but serves as a universal tool for interaction.

In the context of Auto Dialer, IVR acts as a specific type of robocall. The system automatically calls the customer, plays a prepared text or audio file, and the customer initiates further actions by pressing certain buttons on the phone. These can be:

• Switching to another message or audio file.
• Performing a specific action (for example, request a callback).
• Connecting to a live operator.

Thus, IVR allows you to automate and optimise customer interaction both within Auto Dialer and for handling incoming calls, providing speed and convenience for both parties.

Features

• The call can be forwarded to the queue according to the IVR (interactive voice response) settings. The list of managers who can receive such calls is determined when setting up the campaign (second step).
• A choice of actions: redirection to the responsible manager, transfer to voicemail, or processing via IVR.

Benefits:

• Flexible queue configuration for optimal call handling.
• Increase customer convenience by quickly connecting to a responsible specialist.

Callbacks module

The Callbacks module was created to organise feedback from customers who were not available during the first call or who expressed a desire to receive a call at a convenient time.

How it works:

1. After the end of the call, the operator can choose the status of "Callback".
2. The exact time for the callback is set in the window.
3. For a period of time set by the manager (for example, 10-15 minutes before the scheduled time), the system sends a notification to the operator, reminding him or her to call the client back.

Benefits:

• Automation of reminders for operators.
• Convenient functionality for organising repeated contact with customers.
• Increase customer satisfaction by providing feedback at the agreed time.

Filtering module by leads and contacts

The filtering module allows you to segment your leads and contacts to optimise your Auto Dialer performance. It is available in the section "Auto Dialer" — "Campaigns" — "Leads".

Functionality:

• Filter contacts by various parameters:
  • Phone number.
  • Contact status (successful call, unavailable, scheduled callback, etc.).
  • The Auto Dialer campaign to which the leads were linked.
• Sort contacts based on the upload status or campaign they are used in.
• Leads can be sorted by upload status or by the campaign they belong to. In addition, the system allows you to edit lead data directly outside of the call process, which provides additional flexibility in working with your customer base.
• Thanks to integration with CRM, all leads, contacts, and campaigns are automatically linked to the corresponding entities in CRM. This provides convenient access to all information, including communication history and additional customer data, which helps you plan interactions and set up further campaigns more efficiently.
• Editing and managing contacts in real time allows you to optimise your database work, ensuring data relevance and increasing the effectiveness of your campaigns.

Benefits:

• Convenience in finding the right group of contacts.
• Call optimisation thanks to accurate database segmentation.
• Easy integration with CRM systems to synchronise filters.

Call center supervisor module

The supervisor module provides control over the work of operators and allows you to analyse performance in real time.

To access the Supervisor module, choose "Auto Dialer" in the side menu, and at the top of the page, choose "Online Monitoring".

Features:

• Monitoring the current state of the call center:
  • Number of active operators.
  • The number of calls that have already been made.
  • The list of numbers that remain to be called.
  • Current calls in progress.
• Hints functionality:
  • The supervisor can send real-time messages to the agent to provide guidance during the call.
• Listening to calls:
  • Allows you to assess the quality of the operator's work and help in difficult situations.

Benefits:

• Increase team productivity with real-time monitoring.
• Reduce errors during calls with real-time prompts.
• Qualitative assessment of operators' work and implementation of necessary adjustments.

Conclusion

IPTel's Auto Dialer modules are powerful tools for automating and optimising call center operations. They provide comprehensive support for call processes, allow you to control the quality of operators' work, quickly respond to customer needs, and increase overall business efficiency. With modules such as callbacks, lead filtering, supervisor, and incoming call reception, IPTel helps companies achieve high results in customer service.

If you have any questions about setting up or using Auto Dialer modules, IPTel technical support is happy to help you!