Inbound
DialogMaster streamlines complex processes so your team can spend more time where it matters most: communicating with your customers.
Priority-based routing gives you more precise control over incoming calls. DialogMaster Inbound can assign agents to routing rules with up to five priority levels and apply them according to defined time intervals. Specialist agents can be brought in if the primary team does not answer within the allotted time.
For calls outside business hours or during periods of overflow, a voicemail box can be configured for each routing rule. Messages can be played back in DialogMaster, assigned to agents through case-management campaigns or forwarded by email.
Virtual queuing provides an additional way to organize incoming demand when agents cannot answer immediately. It helps structure the handling of calls during busy periods.
An interactive voice response menu guides callers through available options before their call is directed to the relevant service or team.
Statistics / Dashboard
DialogMaster records customer interactions for detailed campaign analysis and performance reporting. Its built-in assistants can help generate reports by contact or by recorded responses, including acceptances and refusals.
Through the dashboard portal, authorized external users can view customizable dashboards for real-time monitoring. Dashboard configurations are defined in DialogMaster and cannot be changed directly in the portal.
Call recordings give teams a way to review customer conversations as part of their operational follow-up and quality processes.
Scripts structure the agent workspace and guide customer interactions. They can bring relevant information together, including information originating in connected systems, to support agents during a conversation.
Information from a connected CRM can be presented in the context of a customer interaction, helping agents work with the relevant customer information.
Surveys help collect feedback on customer interactions and identify areas where the service experience can be improved.
