Outbound Call Center Software Solutions

Features of Outbound Call Center Software Solution

Organizations all over the world use Ozonetel’s call center software for their outbound calling processes. With Ozonetel you can set up a full-featured outbound call center, without any up-front costs . All that is needed is an Internet connection.
Salient features of the call center solution are multiple dialers, ready-made integration with all major CRM/ticketing solution and more than 70 reports that give a detailed picture of call center operations.

Dialing flexibility: Your call center solution should have the flexibility to dial customer first or agent first which the Admin can choose from.
Remote dialing: Can my agents take the calls from the outbound dialer remotely? This is a must for flexibility in staffing agents locally but manage the contact center centrally.
API availability: Does your product offer easy to integrate APIs so that you can integrate with your CRM system and seamlessly manage leads to be dialed?
Data Priority: Can you prioritize data to be dialed - various options like LIFO, FIFO, Data priority ( dial current data first or a specific number first ) , Campaign priority ( Eg:prioritize your leads campaign over your refunds campaign), Set time range to dial , set expiry date/time for data after which data expires
Real time views: Does your product give real time view of data being dialed out and agents who are part of that campaign
IVR outbound Optimize agents / Agent efficiency- Automate mundane tasks using outbound IVR so the agents are connected to only relevant/meaningful calls. Read more.

dialer softwareDialers

Maintain a high level of utilization and cost efficiency when it comes to your outbound contact center. Supported on CloudAgent – your trusted Cloud-based contact center solution – our Dialers help your sales teams and outbound calling teams improve their efficiency by more than 100%.

Use our Dialers to suit your business needs. Be it a sales process where leads need to be called instantaneously, customer support desk where customers need to be called back when calls go unanswered, or a simple IVR blast that you want to send to your existing or potential customers – our Dialers will enable you to meet these needs. Create integrations with our Dialer APIs and seamlessly service your Sales, Service, and Marketing needs for your business. We have 3 types of Dialers to suit your business needs:

  • Preview dialer

    This dialer is used to handle critical business calls. Calls are handled carefully, after complete review of customer information. The revenue generated per call in this case is high.

  • Progressive dialer

    This dialer increases the productivity of agents and ensures each agent is utilized optimally. It is particularly ideal for small and mid-sized contact centers that face a large number of leads.

  • Predictive dialer

    This dialer increases the number of calls handled per day, increases calling time, and reduces the interval between two calls. It is particularly ideal for large contact centers which generate cold calls/leads.

priorityLanguage base routing

In progressive dialer , call can be initiated based on language preference, map the agent with a language and initiate progressive dialer.Only the admin can set the set the language preference

call center dashboard reportReal-time Dashboards & Reports

In the information age, we cannot ignore analytics. Ozonetel provides valuable reports and dashboards that help you make informed business decisions – all the while making your Contact Center more efficient.

  • Visualization dashboards

    Gives a complete picture of Call Center performance such as number of calls handled, total duration of calls, etc

  • Live analytics

    Checks real-time Call Center performance such as number of active calls, number of busy agents, number of calls in queue, etc

  • System dashboard

    Presents the overall call status for selected periods and SLA conformance of agent pickup time

  • Performance dashboard

    Provides insight into agent performance

  • Call load analysis dashboard

    Shows a quick overview of call volumes and how resource load matches with call load

  • Agent efficiency report

    Reports agent performance in terms of percentage and average of calls answered, average talk time & pickup time

Multi-Channel CommunicationMulti-Channel Communication

CloudAgent is the only Multi-channel Contact Center solution that allows your customers to seamlessly communicate with you via multiple touch points like phone, web, email, chat, SMS and social media. We have integrated these multiple channels in our platform and no matter how the customer gets in touch with you, he gets a consistent response from the agent who is attending his call.

A single agent can carry on a number of different customer simultaneous conversations from the same dashboard.

bulk smsChat Routing

  • Give agents and customers the ability to interact over the web through CloudAgent Chat
  • Enable self-service, data-directed routing, skills-based routing, greetings, attention retainers, salutations, recording and reporting capabilities all within a single Cloud-based Contact Center Solution

bulk smsShort Message Service (SMS)

  • Integrate with SMS carrier technology to leverage messages that contain customer-specific information. Enhance your overall outbound strategy within advanced list and campaign management
  • Get flexible dialing options with escalation and retry options, automation, and exclusions

multichannelMulti-channel automated self-service and outreach

  • Take advantage of multi-channel outbound capabilities, including automated self-service (voice, web chat, IM) and proactive outreach (voice, email, SMS)
  • Match interaction time with the right resources, for differentiated customer service, personalized sales campaigns and precision-targeted collections.

blended Other Key Features

  • featuresCall Barge-in & monitoring

    Get advanced call control feature like call barge-in, call whisper etc.

    Read more
  • serviceCTI Integration

    Ozonelel's Call center solution is integrated with all major CRM

    Read more
Try a free demo to experience our outbound contact center solutions!