The Centcom Virtual Call Center is a predictive dialer system that delivers all the features and functionality of the most advanced predictive dialer without having to own and maintain it on site. Benefits include: no hardware, software, or telecommunications investment; around the clock support; complimentary software upgrades and bug fixes; pay-as-you-go pricing; instant scalability; easily integrated with any infrastructure.
CCDS Features
- Comprehensive Functionality – the Centcom solution suite includes modules for predictive dialing, interactive voice response (IVR), call blending, real time reporting, and digital call recording and retrieval.
- Agent Suite – a comprehensive contact management application with a simple user-friendly interface that appears once a call is connected. Features include: call transfers and conferences, instant messaging with other agents and supervisors, and high-level scripts.
- Supervisor Suite – allows supervisors to manage and communicate with call agents. Features include agent monitoring and coaching, agent or supervisor initiated call recording, automatic continuous call recording, and supervisor initiated campaign reassignments.
- Administration Suite – manage and report on specific campaigns. Functionality to monitor agents, agent and team performance, campaign penetration, and agent statistics. Features include: teams & skills management, team/individual quotas and goals setting, and call record search.
- Cost Effective – requires no up-front investment or long term contracts.
- Queries and Reports – managers are able to search, review, and compare comprehensive metrics regarding every aspect of their campaigns and agent teams with customizable reporting. Available reports include search/filter by campaign, agent, name, and phone; campaign activity, disposition, and performance; campaign penetration; and agent disposition, and performance.