What is Predictive Dialing?
Predictive Dialing is a method of making outbound calls that uses advanced software to estimate the correct number of calls to place and the number of agents that will be able to handle those calls.
What is an Automated Call Distributor (ACD)?
The ACD is a specialized method of routing incoming calls to the appropriate resource in a call center, usually to an agent or group of agents.
What is Interactive Voice Response (IVR)?
IVR prompts telephony functions without the need for live agents.
What is Call Blending?
Call Blending is when agents can be switched between inbound and outbound duties and calls can be switched between live operators, IVR scripts and fax equipment.
What is a Digital Recorder?
The Digital Recorder is the IVR command set of Object Telephony Server (OTS). It allows the server to record telephone conversations and play back entire conversatins or segments to agents, supervisors and/or callers.
What is Object Telephony Server (OTS)?
OTS is Calltrol's Telephony Platform. It is housed in an industrial grade PC containing industry standard voice/call processing components. This set-up comes with Predictive Dialing, IVR, ACD, Digital Recording, Monitoring, Coaching and Voice over IP (VoIP).