The Centcom predictive dialer software supports a number of advanced dialing functions, including:

• Multiple Outbound Campaign Types including Predictive, Non-Predictive and Preview Dialing
• Outbound Messaging with Interactive Voice Response (IVR)
• Automatic Call Distribution (ACD)
• Blended Voice Messaging
• Run Multiple Campaigns Simultaneously
• Call Queuing for Dropped/Abandoned Calls
• Automatic Message Delivery on Answering Machine Detection
• File Blending for Outbound Lists
• Campaign Scheduler
• Campaign-Specific “Quota” Setting
• Message Broadcasting with “Live Transfer” option
• Campaign “Roll Over” based on Call Results

For a more detailed description of these features, see Predictive Dialing Features.

The Centcom predictive dialer has user-programmable agent & supervisor suites that enable agents and supervisors to manage their calls more effectively. The Centcom Agent & Supervisor suites include:

• Agent – Supervisor Chat Messaging
• Agent Private/Public Scheduled Call Backs
• Agent Call Notes
• Call Conferencing
• Call Transfer to Agent
• Call Transfer to Alternate Campaign
• Warm & Blind Transfer Capabilities to external numbers
• Agent Initiated Call Recording
• Automatic Continuous Call Recording
• Supervisor – Agent Monitoring & Coaching ( you currently have monitoring and shadowing)
• Supervisor initiated Campaign Reassignment

For a more detailed description of these features, see Agent & Supervisor Suites.

The Centcom predictive dialer administration suite enables managers to create and manage their calling campaigns, agents, call lists, call backs and more. Functions include:

• Campaign / Call List Creation & Management
• Agents, Teams & Skills Management
• Team / Individual Quotas and Goals Setting
• Management of Call States/Provinces
• Management of Scheduled Call Backs (Create & Modify)
• Call Record Search & Modify Capability
• Account Usage & Billing Management

Queries, filters and reports enable managers and supervisors to search, track, view and compare every aspect of their campaigns and teams.

Reports and queries are fully customizable, so managers can create their own reports with information they want to see. The types of queries and reports include:

• Search / Filter Recordings by Campaign, Agent, Name, Phone #
• Campaign Activity, Campaign Disposition & Campaign Performance Reporting
• Campaign Penetration Reporting
• Agent Activity, Agent Dispostion & Agent Performance Reporting

Centcom comes with:

• 24/7 live support from a dedicated team of service professionals
• Comprehensive training to help you get started immediately

We also provide development services that enable you to build your own customized reports, scripts and queries.