- Callback mode. First, a call is made to the agent, a message is played and then a call is made to the client. This mode is used for working with VIP clients and processing hot leads.
- Progressive mode. The slowest of the modes. It works only for agents in Ready status, occupying one line per free agent. This mode does not create "dropped" calls. Mainly used for working with warm clients.
- Power dial. A method of reducing connection wait time, whereby for each agent in Ready and PCP status, the dialer occupies a specified number of lines with calls. This mode is chosen by micro-lending services and owners of "bad or generated" databases.
- Predictive mode. A mode of dynamic adjustment of the number of lines to keep agents continuously busy while keeping the proportion of "dropped" calls at a predetermined level. Effective from 15 agents on one dialer. Agent efficiency increases 2-3 times.
- Limitless mode. A mode of using lines without restrictions. Usually used for calls with IVR, notifying customers about a promotion or service
Dialer Service
Dialer - a professional tool for working with a large customer base!
Need a dialer with transfer to an agent?
- Simultaneous dialing for several projects by one group of agents.
- Manual or automatic confirmation of the dial to the required contact or decision-maker.
- Control of agent presence through CRM fulfillment.
- A library of ready-made call processing scripts.
- Entering data directly into CRM.
- Identifying the subscriber's time zone (automatic or manual).
Need a robot dialer?
- Speech synthesis using the technologies of search engines Google and OpenAI.
- Playing messages, recorded by a narrator or synthesized by a robot.
- Designing conversation scripts for the robot and tracking responses.
- Receiving data from an external system (1C or CRM)
- Statistics on the pressing of certain keys, the percentage of the message listened to, etc.
- Identifying the subscriber's time zone (automatic or manual detection by the number's prefix).
Our dialer capabilities
Dialer modes
Flexible dialer settings
- Managing the number of dialing attempts. Specify for the dialer how many dialing attempts it should make for each number. This can be a certain number or until the call is successful.
- Managing the dialing attempt interval. Determine how frequently the dialer should attempt redials: every hour, every few hours, every day.
- The ability to expand the database in real-time. Add new numbers to the dialer database at any moment without stopping its operation.
Setting dialing priorities
- By the time of task creation: first new or first old.
- By the scheduled call time: the most overdue or timely first.
- By task priority: urgent, regular, low.
- By the number of attempts: maximum or minimum.
Call status management
- Automatic survey on service quality.
- Questionnaire evaluating the agent's work quality.
- Indicators of service levels of agents and queues.
- Monitoring presence at the workplace.
- Accounting for agents' occupancy.
- Standards for agents' work.
- Pricing of agents' work.
- Agents' statuses.
- Call interception and monitoring.
Dialer management through API
- Integration with ZohoCRM, FreshCRM, Salesforces, Pipedrive, Zendesk.
- Transferring from external CRMs parameters of orders and subscriber data.
- Uploading call data and recording to CRM.
CRM and analytics
- Record voice messages yourself or with the help of OpenAI Whisper TTS robots.
- Connect your incoming calls and set up voice greetings for them.
- Notify customers about order status and delivery during outbound calls.
- Program IVR dialogues with subscribers, which may result in connection to a specific department or agent.
- Allow the subscriber to respond to IVR questions using tone dialing or voice.
Saving on communication
Connect your own IP telephony for call reception and processing. Store all inquiry information in one system!
- connection of any number of communication providers;
- routing of outbound calls by rates and prefixes of operators;
- control of allowed directions;
- setting a limit on communication expenses;
- automatic monitoring of communication quality;
- automatic SMS and email notification upon reaching expense limits or communication quality deterioration;
- reports on cost, number, and duration of calls.
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Rates
- Por Día
- Pago Adicional € 1,5
- Almacenamiento de registros de conversaciones hasta 1440 horas, seguimiento de actividad de agentes y gestión de proyectos, 25 informes de llamadas, funcionalidad de PBX, formulario de evaluación de calidad del agente, informes por correo electrónico, análisis de voz, cuentas de invitados, mezcla de informes, guiones de conversación, control de KPI y disciplinario - 10 informes al día.
- Pago Adicional
- Espacio de Trabajo del Agente € 1,5
- Por 1 agente por día
- Pago Único
- Activación y Configuración del Servicio € 99
- Tarifa única para la conexión y configuración del servicio
Tarifación Adicional para el Número de Intentos de Marcado Automático
- Por día
- de 0 a 500 intentos. Incluido en la suscripción Incluido en la suscripción
- Por día
- de 500 a 30,000 intentos. € 6
- Por día
- de 30,000 a 60,000 intentos. € 10
- por cada 10,000 intentos adicionales
- a partir de 60,000 intentos. € 1,5
Utilice herramientas adicionales según sea necesario
All the functionality a call center could need, right in your browser!
- Multi-channel complaint processing,
- Advanced CRM and analytics,
- Telephony management,
- Agent management and control.
La plataforma omnicanal combina llamadas, chats web, correo electrónico, redes sociales, mensajería instantánea y aplicaciones móviles. En un entorno tan unificado, es muy conveniente para las personas trabajar, y los datos combinados crean las condiciones para el trabajo de los bots, asistentes confiables y funcionales.
- 5 modos de marcación: Vista previa/devolución de llamada, Predictivo, Progresivo, Ultra, Encendido,
- configuraciones flexibles para el número y el intervalo de intentos,
- posibilidad de uso en combinación con un autoinformador
- ajustar las llamadas según la zona horaria de los clientes
- integración con CRM externo
- procesamiento automático de llamadas perdidas.
Evaluación de conversaciones, transcripciones y Análisis del habla: ¡tres herramientas de Oki-Toki que le permitirán controlar la calidad de las llamadas en su call center!
- selección automática de grabación de audio para verificación,
- distorsión de la voz para eliminar la subjetividad
- estadísticas de las evaluaciones de los operadores y del trabajo del departamento de control de calidad,
- modo karaoke (hacer coincidir el texto de una grabación de audio y resaltar el texto mientras se escucha),
- monitorear interrupciones, pausas, uso de palabras obscenas (groserías) en una conversación con un cliente,
- supervisar la correspondencia del cuestionario con la transcripción de la conversación.
Soluciones industriales
¡Tenemos un conjunto de herramientas listo para usar para organizar un centro de contacto en cada nicho!
Opiniones sobre Oki-Toki de otros servicios
Oki-Toki - a call center service for automatic dialing
The dialer system helps reduce waiting time for a response, removes routine tasks from employees, and assists in processing missed calls. Use the service online: cloud technology allows employees to work from anywhere with internet access, and managers to monitor efficiency. If you want to buy a dialer service, consider the cloud software Oki-Toki.
Main advantages of the Oki-Toki service:
1. The ability to set up the dialer service 24/7; 2. 14 days of free dialer service use online, to ensure its effectiveness and the flexibility of settings; 3. Data exchange with external CRMs; 4. Connection of your own IP telephony; 5. The ability to automatically connect to an agent when the customer responds; 6. Setting the number and interval of attempts; 7. Adjust dialing depending on the customer's time zone; 8. Auto processing of lost calls; 9. The “auto-informer” mode; 10. The ability to use several operating modes simultaneously. Clients can choose the Oki-Toki tools they really need and pay only for what they actually use. Thus, the dialer service will not increase, but rather reduce your contact center's costs. Below are possible types of automatic phone dialing.Types of Oki-Toki automatic dialing
1. Automatic dialing to the number with transfer to an agent
Oki-Toki service enables automatic dialing for several projects. The online dialer service works as follows: after the customer responds, the system automatically transfers the call to an agent. The dial can be confirmed manually or automatically by the agent. To ensure the service, product offer, or service is as effective as possible, with automatic dialing to the number, an agent has access to a stored script in the library. During a conversation with a customer or buyer, a call center employee can promptly enter data into the client's card saved in CRM.2. Automatic robot dialing
The dialer robot is used to optimize the staff of agents, free them from the task of routine dialing, and increase the efficiency of the main line. Typical tasks solved using automatic dialing with a voice message:- Notification of a promotion;
- Notice of a visit (e.g., to a webinar or doctor);
- Automatic survey about service quality;
- Offering services;
- Updating the database of numbers;
- Use in the financial sector to remind of the amount of debt or repayment terms.
Other advantages of Oki-Toki outbound dialing system
The dialer service for outbound calls allows setting the number of dialing attempts and intervals. An employee, whose duties include database updating, can add new numbers to it at any time or remove problematic ones: import history is preserved, uniqueness is monitored, and service fields can be added. Automatic dialing is performed to priority numbers. Defining priority numbers for dialing implies sorting and flexible setting of the dialer service parameters such as:- Task creation time;
- Scheduled call time;
- Region;
- Number of attempts.
Iulia Raiscaia
Bogdan Koshevyy
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