In this vide we show you how easy is to get your call center up and running quickly with DialedIn. We show you how to start with a simpler setup to quickly become operational, leaving more complex aspects for afterwards.
Starting from your environment setup through DialedIn Support, you proceed configuring your users, campaigns, custom fields, dial strategies, call scripts, dialing rules, call queues, dialing mode, agent settings, skills, and a few more things to be up and running in a few hours, or even minutes.
Here we do a quick ran through the legacy Agent App so to become familiar with the interface and how to navigate it. This includes signing in with a campaign selection option, to the working dashboard, and getting to the dial pad and call monitor.
It includes agent app settings such as softphone and headset effects, notifications, access to the voice mailbox, etc. How to access follow-up calls or callbacks, perform a search, check call history, set agent availability and status, etc.
Shows how call scripts are presented, from basic ones to more advanced ones, like one that guides the agent through the call. How call disposition options are presented and selected. Also, options during calls, including transfering or conferencing, making manual calls, and more.
In this video, we go both through the concept and practical aspects of using agent skills for filtering calls when assigning to a closer, so agents only take calls for a subset of the call pool, like when agents can only take calls for certain states or regions.
It describes how skill priority outbound strategies are used for this, using filters in a Playlist associated with a Skill, then creating a Skill Priority rule that links them together by enabling its Filter Calls switch on the corresponding Skill. And finally assigning the Skill to the relevant agents.
Here, we navigate through the web-based version of the Agent App, including the agent workspace and the agent panel. How to change agent status, application settings, and make or receive calls.
We go through the call info and call script areas, as well as the dialpad. Access to call history and call recordings, transcripts and AI-based call analysis. We look at SMS and chat, follow up calls, voice media, and listening to call recordings.
Also how to put a call on hold, transfer it, create a conference, disposition a call, and more.
This video is about receiving inbound calls with DialedIn, using intelligent call routing. Queue management and routing of calls to the most qualified agents. Call distribution rules, as well as routing by call source. Automated voice interactions and call flows. And more.
This video brings up DialedIn's available pre-ping integration for your lead providers to check that you have agents available at the moment of a lead call transfer, so you only pay for leads for which you have available agents to handle.
Here, we talk about how DialedIn reports give you insights that help you optimize your operations. It includes some examples, like the Campaign Summary report, the Sub-Campaign Summary report, the Agent Summary report, the Contact Rate report, and the Comparison Report.
In this video we navigate the ICR tool, which stands for Intelligent Contact Routing, running an example scenario to show you workflows to handle rules-base automatization of call transfers, or conferences, from a qualifier agent to a closer, for example.
It starts by showing the correlation between the ICR rules and agents handling relevant calls in the Agent App. Then goes through key aspects of the ICR interface, its usage, and the rich set of options, showing you how a routing workflow is defined. It includes discussion on the workflow settings and how you use the token to create integration with your selected endpoint. How you can use fields to map data between your call center and the endpoint. How to weight and distribute target numbers. Setting the transfer or conference type, including Private Conference and Blind Transfer options. And more.
The definition and configuration of the transfer target numbers, or candidate destinations for the transfer rules, include weights, call caps, dollar values, scripting, schedule, conditions based on data fields, as well as integration parameters for the endpoints related to the call transfer. And more.
This video uses an example to demonstrate how the Dashboard Builder can be used to build your own custom dashboard. This is a graphical drag-and-drop tool where you can pick elements of your dashboard to add, move them around, and then check how the actual dashboard with data will look like.
Here, we provide a very high level run through the Admin Console for managers just getting acquainted with DialedIn, so to get a grand view of the end-to-end capabilities available with our solution. This video is in particular useful for getting a heads up before initial onboarding.
Here, we go through a comprehensive set of steps that you can take to configure your service for the first time to a reasonable minimum so you can quickly get your operations going. Although this is commonly done together with DialedIn Support, you could potentially do it on your own, if you get properly acquainted; at the very least, it will empower you with sufficient knowledge and understanding to manage your configuration with ease.
In this video we provide a graphical explanation of the concept of grab bags as a way to handle dial lists from campaign and sub-campaign leads, discussing prioritization mechanisms used for determining what leads (contacts) to call, and in what order.
