OnviNet Dial - Predictive Dialer

Bring the efficiency of intelligent predictive dialing into your contact center with OnviSource's OnviNet Dial. Automated dialing significantly reduces dial times, dropped calls and eliminates dialing errors altogether. Therefore, contact centers can process a larger volume of calls with a higher degree of accuracy and successful connections.

Agents consistently remain on task and work through a greater number of transactions because of shorter connection times. Dialing is based on a prediction of when agents will be available to accept calls. Once a connection had been made, OnviNet Dial instantly queries for the next available agent and pushes a call in their direction.

OnviNet Dial is intuitive, making it easy for agents to learn controls and queue access. When used in conjunction with OnviSource's OnviScript product, agent screens are automatically populated with an associated call flow script the moment OnviNet Dial delivers a call to their station.
Back to top

Customizable Call Management
For teleservices providers, OnviNet Dial integrates with OnviNet's unified messaging platform to provide message access across shared mailboxes. OnviNet Dial automatically screens for busy signals, fax and answering machines and voice mail. Calls that are not connected can be placed back into a call queue with configurable rules for redialing.

Multiple queues can be dialed simultaneously. OnviNet Dial can distinguish between queues and pushes calls only to the agents attached to a particular queue.

Numerous customizable options allow contact centers to choose in what way calls will be processed.

Call time limits
Call assignment methods
Minimum initial contact times
Maximum connect wait time
Maximum call in queue
Ring options
Agent privileges
Comfort message capability.

Detailed reports allow managers to evaluate the integrity of lists and databases. Statistics on agents and calls handling are represented as data or bar graphs that allow users to aggregate or summarize data based on time intervals. Reports fall into four basic categories: Calls, Caller ID, Agents and Call List

Agents statistics reports show cumulative login time and the number of calls handled over the reporting period. Average talk time, wrap-up time, overall handling time and available time are some of the stats that can be viewed.

Back to top