Rapport’s Interaction
Capability |
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Rapport's Interaction Capability
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Predictive Dialling
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RapportCMS is recognised as one the leading automated outbound diallers available. Proprietary algorithms ensure high agent productivity and maximum list penetration |
| Power Dialling |
Power dialling will only initiate dialling activity when an agent becomes available. RapportCMS will then connect live calls to the waiting agent. |
| Preview Dialling |
Agents are able to review customer information and the campaign script and then launch the call to the customer via a click to dial button within the RapportCMS agent interface – Teleworker. |
Call Handling
Toll Free, DID,
Inbound & VOIP |
Any inbound call type can be handled within the RapportCMS platform |
Skill Driven
Routing |
Ensuring the customer is answered by the most suitable agent, every time. The routing engine works across all contact types. |
| Interactive Voice Response (IVR) |
RapportCMS IVR system supports custom queues, on-hold messaging, or call screening and more advanced functionality such as automated order taking and customer surveys. |
Inbound &
Outbound SMS,
Email, Fax Management |
RapportCMS allows campaign treatments for all the listed contact types. |
Digital Call
Recording
(With Real Time Retrieval) |
All calls can be recorded and available via web access for real time retrieval. Long term archiving is also possible. Multiple recording of the same call can also be achieved as can recording of any part of the conversation.
Even calls transferred or conference calls can be recorded and available for instant retrieval. |
Screen POP/
Computer Telephony
Integration (CTI) |
The RapportCMS agent interface – Teleworker, can be popped to the script, managing the process requested by the customer. |
PSTN, VOIP OR
Mobile to the Agent |
RapportCMS provides call delivery to the agent using PSTN, mobile or VOIP |