In the world of call center solutions, there is little that is as powerful as a testimonial provided by a satisfied customer. For iNexus, a recent customer testimonial not only demonstrated the value the company could provide for the customer, but also its superior performance when compared with other market players.
Procall, a call center outsourcing operation, recently shared its satisfaction with the cloud based predictive dialer and other call center solutions offered by iNexus. Having worked previously with companies such as TouchStar, Five9 (News - Alert) and Stratasoft, Procall shared that the NexInteractive offering was a far superior choice.
The iNexus platform proved to be superior in terms of uptime. Procall uses the platform in all of its centers and has enjoyed seamless operation with little downtime, something with which the company struggled on its previous platform. Additionally, the reporting system has proven to be much easier and data more accessible.
Procall has also reported that the iNexus dialer offers customizable procedures that were lacking in all other platforms. The cloud based predictive dialer offered in the iNexus platform is proving to be exactly what the company needed as the 50/50 environment handles both outbound and inbound calling and needed an aggressive outbound dialing strategy. For Procall clients, more calls per hour means more sales per hour.
Companies like Procall are drawn to platforms such as iNexus as the benefits delivered in the cloud based predictive dialer are only the tip of the iceberg. While predictive dialing can increase agent productivity, power dialing can deliver service on a one-to-one scenario. This tool will launch only as many calls as there are agents available to handle them. When a LATA route is added to the outbound campaign, you can select a geographical area in the U.S. and the dialer will dial in this LATA area.
The preview dialer allows the agent to view a record for a preconfigured amount of time before the call is launched and voice broadcasting can be leveraged for getting calls out quickly to a large number of people. IVR, text-to-speech and speech recognition allow for the use of voice automation, and a 100 percent call recording feature ensures full recording and archiving of all calls.
NexInteractive offers the full functionality, whether it is cloud based predictive dialer or script building, to full enable any call center launching any type of functionality. With a full range of options to support both inbound and outbound calling environments, this company’s platform is designed to deliver optimal performance.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.Edited by Chris DiMarco