Outbound Dialler

Outbound Dialler is a licensed add-on feature of Agent Desktop. If you don't have this license and would like it, please reach out to your VoiceFoundry representative.

The Agent Desktop can be integrated with Voice Foundry’s Outbound Campaign Manager (OCM). OCM allow admins to configure and set up outbound campaigns and have those outbound calls routed to agents in the Agent Desktop.

Outbound dialler - Progressive mode

Outbound campaigns in Progressive mode automatically dial customers at a 1-1 ratio. When an agent accepts the call they will be automatically connected with the customer.

Any applicable schema fields and their corresponding values will be displayed within the Agent Desktop.

Outbound dialler - Preview mode

Outbound campaigns in Preview mode are displayed to agents before the record is dialled. When an agents is presented with a record they have the option to manually dial or skip the record presented to them.

Any applicable schema fields and their corresponding values will be displayed within the Agent Desktop before the customer is dialled.

Outbound dialler - Power mode

Outbound campaigns in Power mode are dialled subject to a defined dial rate until the configured abandonment rate threshold has been reached within the configured statistic interval period. The dial rate will then be reduced to 1 until the abandonment rate has reached your lower abandonment threshold within the statistic interval period.

From an agents perspective Power mode operates in a similar way to Progressive mode, i.e. when an agent accepts the call they will be automatically connected with the customer.

Any applicable schema fields and their corresponding values will be displayed within the Agent Desktop.