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Outbound Capabilities

What level of support does Echopass offer for outbound dialing and campaign management?

Echopass provides a full outbound dialing and campaign management solution that supports preview, progressive and predictive dialing, and proactive contact. The Echopass solution includes the following capabilities:

  • A software-based dialer for various dialing modes including progressive, predictive, and preview to meet different business requirements
  • Flexible and customizable campaigns, contact lists (calling list) format, record prioritization,campaign agent-group assignments and agent scripts integration
  • Routing to optimize contact center performance
  • Call progress detection and answering machine detection capabilities
  • Blending capability allowing inbound calls to overflow to the outbound contact center during peak hours to maintain service levels and maximize agent productivity
  • Rich set of “treatments,” for rescheduling/redialing unsuccessful interactions (calls)
  • Unified platform for inbound and outbound contact center monitoring and reporting
  • Comprehensive and customizable real-time and historical reporting in tabular and graphical form
  • Robust customer interaction database for uploading and downloading calling lists with call results and business data
  • Rich set of APIs for desktop and third-party customer care (CRM) application integration
  • Centralized management that supports remote starting/stopping of solution, configurable system alarms, and logging requirements