| CosmoDialer
is a CosmoCall Universe option that provides a complete
outbound solution for predictive, progressive, and
preview dialing plus IVR dialing, available from
CosmoCom for use with CosmoCall Universe. CosmoDialer
gives CosmoCall Universe users access to
state-of-the-art predictive dialing technology combined
with powerful campaign management tools. This allows
contact center managers to maximize the efficiency of
their operations by taking advantage of both inbound and
outbound calling capabilities.
CosmoDialer provides Productivity Under Compliance.
Its new pacing technology, based on massive call
simulation instead of legacy techniques, yields higher
agent productivity with fewer abandoned calls. This
allows US-based companies to be in compliance with the
Federal Trade Commission's new regulations that strictly
limit abandoned calls, without sacrificing agent
productivity. It also provides the highest level of
integration possible between dialer and ACD. And with
CosmoDialer's user-friendly Campaign Manager component,
contact center managers can set-up, monitor and adjust
outbound campaigns with unprecedented ease, all in a
single, unified platform. Despite its predictive dialing
excellence, organizations that prefer the more
conservative preview and progressive dialing methods, or
who undertake IVR dialing with optional access to live
agents, will find that CosmoDialer's one campaign
manager supports all of these methods.
Productivity Under FTC Compliance
- Manually specify dialing parameters including
the abandoned call rate in order to be in
compliance with FTC regulations.
- Achieve abandoned call rates as low as 1%
without sacrificing agent productivity.
- No predictive hang-ups on ringing calls.
- Immediate hang-up on abandoned calls-no dead
silence waiting for agent.
- Legislation and industry pressure may soon
sharply reduce the allowable nuisance call rate—only
CosmoDialer can comply without reducing agent
productivity.
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Dialing Engine Benefits |
Campaign Manager
Benefits |
- Virtually unlimited agents per
campaign
- Virtually unlimited simultaneous
campaigns
- Pacing algorithm simulates up to one
million calls per second to
determine optimum dialing rate
- IP-based Live Call Detection
accurately detects answering
machines and aborts those calls
- Agents may be removed from pool at
any time without risk of extra
abandoned calls
- Automatic pacing, at all times, even
if agents log in and out of a
campaign
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- Works with all campaigns:
predictive, progressive, preview,
and IVR.
- Supports standard databases,
including SQL, Access, and Oracle
- Intelligent Call Management tracks
call history to optimize future call
record selection
- Time-of-Call enables dialer to be
set for specific time redial
- Number-of-Attempts specifies maximum
redial attempts
- Secondary Dial allows alternate
number to be used if primary
unsuccessful
- Status-based Dial provides for
efficient list clean-up
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Minimize Nuisance Calls
CosmoDialer is uniquely able to minimize abandoned
(nuisance) calls by means of an advanced technique
known as "massive call simulation." This
CPU-intensive technique is all but impossible to
implement on CPU-constrained legacy systems, forcing
such systems to rely on crude mathematical models or
inefficient agent-based pacing methods. CosmoDialer
calculates dial rates that deliver both high agent
productivity and the industry's lowest abandoned call
rates through dialing precision that only its next
generation algorithm allows.
Abandoned calls are further minimized with CosmoCom's
patent pending IP-based Live Call Detection. This
capability, the first that works entirely in the IP
domain, is gateway-independent, allowing CosmoCom
customers to deploy the it with the off-the-shelf voice
over IP gateway or VoIP service of their choice.
With IP-based Live Call Detection, field results have
shown that answering machines can be recognized
correctly more than 90% of the time. Legacy detection
techniques often achieve only 70% accuracy.
View the PDF of this and other CosmoCall Universe
components on our collateral
page.
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