Key Contact Center Features for Sales Teams & Outbound Call Centers

Posted by Timothy Dancey on 12/5/16 6:07 PM
Timothy Dancey
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Deployed by teams globally, Contivio’s outbound contact center features drive sales and marketing campaigns – direct from the CRM. Simply create a CRM saved search, and launch preview or progressive campaigns in seconds!

Outbound Campaign Features

  • Preview Auto Dialer – Agents preview the available information about the customer via screen pop and decide when/if to place the call (i.e., the auto dialer will not place the outbound call until the agent accepts).
  • Local Presence – Map outbound caller ID to local area code of CRM triggered call.
  • Predictive Auto Dialer – Mode used to call a large number of customers within a short period of time. Predictive dialing optimizes the time of Agents by reducing the idle times between connected calls and freeing Agents from dialing calls.
  • Progressive/Power Auto Dialer – Places calls only when an Agent is available to handle the call.
  • IVR/Voice Broadcasting – The ability to deliver unique messages and notifications for your Call Campaign without having to speak to a customer.
  • Automatic Call Back – The ability for a caller on hold to request a call back at a later time.
  • SMS Campaigns – Launch outbound SMS campaigns direct from your CRM.
  • Web Form Integration – Launch outbound campaigns when web forms create CRM leads.

Campaign Management

  • Campaign Management – Upload call lists and view the current status of any outbound campaign, activity history, performance, agent statistics, and call attempts.
    Automatic Call Back – When a phone line is busy, a second call will be placed automatically when the line is open.
  • Abandon Rate Setting – Auto dialer settings allow you to dictate the percentage of inbound phone calls that are abandoned by the customer before speaking to an agent.
  • Dialer Speed – Manage the number of concurrent calls placed per agent during a campaign.
  • Call Recording – The ability to record calls by specific campaign, agent and on demand.
  • Dynamic Caller ID – Allows you to present any phone number as your Outbound Caller ID to add a more personal touch to your call.
  • Dial Control – Create routing policies to block specific numbers or areas where, for example, calls may incur additional toll charges.
  • DNC Compliance – Contacts added to the “Do-Not-Call” compliance list will not be included in any Outbound Call Campaign.
  • CRM Dialer – Starts and Stop your dialer campaigns directly from the CRM.

Outbound Computer Telephony Integration (CTI)

  • CRM Click-to-Dial – If you don’t have click-to-dial in your CRM, you’re not integrated. Place an outbound call from any CRM record by a simple click of your mouse.
  • CRM Screen Popping – Automatic launching of an application based on an inbound and/or outbound communication channel – such as Voice, Voicemail, Social, Email, SMS, Fax and/or Chat.
  • CRM Creation – A sales lead record will be created automatically when an outbound campaign call is triggered.
  • CRM Updates – Post-media data will be pushed and stored within the CRM as a record activity (e.g., call recordings, call dispositions and notes). 

Outbound Multi-channel Communications

  • Voice – Traditional mode of outbound calling for contact centers, sales teams, and telemarketers, but with the added benefit of screen popping.
  • SMS – Contact center Agents may send Outbound SMS messages with optional screen popping capability.
  • Email – Contact center Agents may send Outbound Email messages, customizing each message by leveraging screen pops.
  • Fax – Contact center Agents may send Outbound Fax campaigns.
  • Voicemail – Automatically broadcast a voicemail message to a campaign list rather than spend consuming hours talking to customers…great for marketing promotions.

For a complete list of outbound contact center features, please review our full feature list or book a demo with our Sales team. 

Topics: Contact Center Features, Contact Center Best Practices

Written by Timothy Dancey

Tim Dancey, VP of Global Business Development & Sales has over 6 years of experience successfully driving marketing and sales across international boundaries. Tim joined the Contivio team in the spring of 2013. In a few short years, Tim has grown the Contivio global brand throughout the US, Canada, Europe and Asia, while overseeing US-based operations.
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Who is Contivio?

Contivio is an omnichannel cloud contact center & telephony solution that integrates with almost any CRM or ticketing system to increase agent efficiency and improve customer experiences. 

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