What is a Call center software?
Calling Dialer Software
Feedback Management Software
Workforce Management Software
Calling Dialer Software
The call center dialers are advanced and come with features like integrated voice response, Automatic call distribution, Call monitoring, call barging, call details reports, agent reports etc.
These dialers have the capabilities to do calling even without a real human if used on agentless dialing, where the call can be handled based on the prompt response from a trained LLM that may be using the data from the knowledge base, in case of outgoing, it can reach out to people that have been uploaded on a lead list .
Omnichannel Calling dialers not only cover voice but also include other channels like SMS, WhatsApp, Social and email as a part of communication with the end customer.
These dialers are used by agents as well as the supervisors, while agents will be utilizing the dialer softphones for making calls. Supervisors will have the admin panel to monitor the agents KPIs, reports, performance and status.
Feedbackmanagement is a part that is typically used to collect feedback from the end customer who has already had a connection with the Voice agent or actual human agent. This typically measures the customer CSAT and NPS, and is a very important parameter
This is typically done via IVR, SMS, or email survey
This helps the call center or the organization to be staffed properly and ensure there is no understaffing or overstaffing at any point in time. It uses historical data to predict the call/workflows and recommend the staff accordingly.
Aancall’s Omnichannel Dialer- The Call Center Dialer Software everyone needs
At Aancall, we offer omnichannel call center dialer software that can be used both by the caller to make and receive calls, and at the same time supervisor can use the same to monitor the productivity, performance CSAT for the process as well as any individual agent.
Aancall’s omnichannel dialer supports Voice, SMS, email and social as channels and has AI layer to ensure all the transcriptions, summarization sentiment analysis is done to empower the bot the agent as well the supervisor in order to support their day-to-day tasks.
These dialers can be integrated with over 30 commonly used CRMS and help desks like Zoho, Salesforce, HubSpot, Bitrix, MS Teams, etc, and can also have an API document available in case any in-house CRM needs to be connected.
The dialer offers calling in over 120 countries and comes at a very affordable price point, and at the same time backed with redundant servers and 24*7 support, ensuring your call center or enterprise has what it needs for uninterrupted operations.
