NEC 2000 IPS manual Outbound Dialing Q-Outdial, Interactive Voice Response Q-IVR

Chapter 12 Automatic Call Distribution with MIS

Outbound Dialing (Q-Outdial)

Why wait for your customers to call? Your customers can generate additional revenue, proactively manage customers and improve the productivity of every outbound customer contact by intelligently managing outbound call campaigns from within the existing Q-MasterEX solution.

Blend Inbound and Outbound Calls - agents can be set up to work in dedicated outbound queues or take a mix of inbound and outbound calls. By sharing agent resources between inbound and outbound call activity, contact center managers can optimize agent productivity in periods of low inbound activity.

Flexible Call Delivery Options - two types of call delivery modes are available; Power Dial and Preview Dial.

Information on Call Outcomes - resolution and wrap-up codes allow agents to record the outcome of every call, indicating the status and commercial outcome of a call.

Build and Manage Campaigns Easily - Q-Outdial is administered and managed using an easy-to-use administration interface.

Fully Integrated Solution - Q-Outdial utilizes a common interface to manage and deliver both inbound and outbound calls. Agents and supervisors can perform all required call delivery tasks in this environment, minimizing operational complexity and training, and maximizing labor efficiency.

Reports - allows the contact center manager to view campaign information and details of specific campaigns in an easy-to-read format that helps manage outbound campaigns.

Interactive Voice Response (Q-IVR)

Q-IVR is fully customizable, interactive voice response technology that allows callers to interact directly to a database through the key pad on their phone to place orders, manage their account, check the status of an existing order or have other routine questions answered. What is unique about Q-IVR is that it is fully integrated with the call center. List of features included with Interactive Voice Response (Q-IVR):

Reduce call traffic to agents – enable customer to place orders, manage their account, check the status of their order and get answers for routine questions automatically thought the use of the IVR. By enabling this feature, agents can address more complex issues, better utilize agent time and reduce customer wait time throughout the organization by eliminating time consuming simple tasks that customers can now handle on their own.

Make it a 24 x 7 operation – after normal business hours customers can still utilize the IVR capabilities, allowing automated services 24 hours, seven days a week.

Reduce call abandonment - since agents are now handling the more difficult questions, call volume will most likely drop significantly, therefore wait times and call abandonment will decrease.

Page 12- 14	UNIVERGE NEAX 2000 IPS Request for Proposal (RFP) Reference Guide
	Issue 6