Blended InBound/OutBound Predictive Dialer

PowerNOW Complete Enterprise Suite offers the call center agent the ability to not only receive incoming calls but to have precedence over outgoing calling in a blended environment. Agent Skill levels determine who handles what call. As the incoming call comes in, the callers are greeted with an Interactive Voice Response (IVR) or Auto Attendant Greeting while agents are busy on current calls or taking incoming calls. The callers are then queued in a Automatic Call Distribution (ACD) system where calls are processed and routed to skilled agents locally at your call center or off site to remote agents

Each Agent can have a skill level or campaign assigned to determine who gets what call. Once the call is received by the rep a screen pop will be displayed giving the call center agent the ability to have the information and to proceed to either a sale, appointment or a follow up call.

Typically each campaign is assigned an Inbound DID. Multiple campaigns can have the same Inbound DID or DNIS ( Dialed Number Identification System).
As calls come in, “skilled” reps that can handle incoming calls while making outbound calls in a blended environment will be given priority to handle the incoming call with customer data screen pop.

The reps can then process each call with the appropriate disposition, update customer information and send out follow up emails.

This blended feature is useful for call centers as it allows them the opportunity to close more business as opposed to outbound only where no calls are coming in.