DC Contact Center

DialConnection's Contact Center suite allows you to make informed decisions on when and how to best communicate with your customers. You are no longer tied to simply creating a call list in the morning and hoping for the best.

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The Compliance Call. Answered.

DialConnection's Contact Center suite allows you to make informed decisions on when and how to best communicate with your customers. You are no longer tied to simply creating a call list in the morning and hoping for the best.

The platform is open by design, is PBX independent and provides easy integration into multiple platforms supporting various settings. Built using state-of-the-art software and practices, the DialConnection Contact Center suite lets you construct your campaigns the way you need them — and the way you want them. From unlimited custom fields and web lead imports to dynamic IVR scripts, you'll have the power, flexibility and functionality to do it all.

DialConnection Contact Center can be installed on-premise, accessed through the cloud or implemented as a hybrid solution in order to fit your specific contact center needs.

No matter your industry or vertical, we can provide a solution that meets your unique business needs.
Collections
Education
Financial Services
Healthcare
Service Providers
Utilities

We provide the most advanced technology for your collections operation with the all-inclusive DialConnection Contact Center solution. By increasing your right party rates and enhancing the productivity of your agents, we will help you immediately improve your collection rates. For over two decades, we've developed an expertise in helping companies navigate the ever-changing world of compliance.

DialConnection continuously innovates to bring new ways to reach out and effectively interact with your customers. Using our latest MobileDirect solution, you can easily leave voice mails on mobile phones without interrupting the account holder, providing one more way to economically stay in touch with your customer base.

We keep your leads in motion. With automated routing and support for multi-channel communications, DialConnection allows you to use the most appropriate tools to reach out and interact with your customers. Each and every time an opportunity is worked, DialConnection will record who worked it, when it was worked and the results — ensuring that every lead is handled in the most productive manner.

DialConnection's range of contact management capabilities allows you to leverage every possible tool to contact your account holders. And with a growing number of recent graduates relying so heavily on mobile communications, DialConnection's innovative tools, including silent voice mail capabilities, provides non-invasive and compliant ways to reach out and improve your collection rates.

Whether its coordinating payments using DialConnection’s dynamic IVR scripting capabilities, or redacting sensitive HIPAA healthcare data from call recordings, DialConnection can help streamline your payment processing needs and keep you PCI compliant.

Keeping your in-house systems in synch with your contact center solution is a key factor in improving agent productivity and remaining compliant. DialConnection’s flexible product architecture, together with our implementation staff, can integrate the critical data flows, so that the most recent updates to your system of record can immediately impact your how you reach out and communicate with your customers.

The DC Contact Center Capabilities:

DialConnection's Contact Center suite offers a comprehensive, blended inbound and outbound multi-channel communications platform. It boasts one of the industry's most intuitive user interfaces and automated integrations to easily define, generate and manage outbound campaigns - all without IT staff involvement in daily operations. It delivers innovative new strategies to help you reach your accounts and customers while keeping compliant with regulations, and it provides a secure, highly robust architecture that scales with your business as your requirements grow.

Compliance Management
Automated Campaign Management
Inbound Call Management
Outbound Call Management
Agent Management
Natural Voice Text-to-Speech
Compliance Management

Contact center solutions need to allow operations staff to stay compliant while making on-the-fly changes without IT involvement, and as regulations and technologies evolve, innovation becomes critical. DialConnection's unique technological approach to achieving compliance, including MobileComply and MobileDirect, stays current with compliance regulations while incorporating state and local regulations and Do Not Call services.

Click on the features below to learn more.

Mobile Compliance
Mobile Compliance

Our MobileComply feature is the only solution designed specifically to address TCPA regulations regarding how telephone numbers are stored and processed. Using a unique approach, MobileComply ensures that numbers are never stored on a dialer or randomly dialed.

MobileComply dials only specific telephone numbers that you provide. It has no random or sequential telephone number generator and will not function unless given specific telephone numbers. A live representative must select the numbers to be called that day and must place them into the queue. Numbers not dialed by end of day are deleted from the queue and must be re-added by an initiating agent before the system can dial them.

Third Party System Integration
Third Party System Integration

DialConnection's Contact Center suite has been integrated with a number of leading systems of record and it can be integrated with your system. If an account status changes that would prevent you from contacting that number, DialConnection's system will automatically remove the contact number from any campaigns that have been queued for contact.

Automated Campaign Management

Data import is an essential part of a successful dialing strategy. Without proper data management tools and automation, the daily process for building campaign lists is a cumbersome and time-consuming process. DialConnection Contact Center provides a quick and easy method to import and export host system account data without the need for manually-created, antiquated text files.

Click on the features below to learn more.

Automated Data Management
Automated Data Management

Automated Data Management allows you to build campaigns on-the-fly and on-demand. Using the import service manager tool, campaigns can be designed, built and scheduled within a couple of minutes. Common condition sets can be saved and utilized for other campaign imports — and all this can be accomplished without any custom programming.

Campaign Workflow and Strategies
Campaign Workflow and Strategies

Campaigns can be scheduled to begin and end on a daily basis and the system automatically adjusts them throughout the day without human intervention. Multiple schedules can be supported for each campaign, which allows for adjustments as often as needed. All data elements available for import can be sorted during production. Time zone management, data sorting, querying, IVR changes, answering machine detection, line allocation, and attempt management are all also supported in this very flexible campaign workflow tool. For example, if you want to call all of your high balance accounts first, simply select the balance field and sort accounts in descending order.

Inbound Call Management

Inbound Call Management supports true call blending allowing you to assign your agents to multiple inbound groups and have them simultaneously work outbound campaigns while receiving inbound calls for those groups. You can also establish routes and overflow options that forward unanswered calls to a live operator, another office, PBX voicemail or the DialConnection voicemail system.

Click on the features below to learn more.

Multi-Level Skills Based Routing
Multi-Level Skills Based Routing

Skills based routing allows for an unlimited number of skills to be defined within one system. Multiple skills can be assigned to an agent, all having a different routing level assigned based on the campaign. This capability can be used to prioritize which agents receive which calls when handling inbound calls. Skills based routing is also used for identifying agents with specific skills when transferring calls (voice and data) to other agents that are available on the system.

IVR Scripting
IVR Scripting

The IVR Scripting feature provides a powerful and easy-to-use interface for creating and maintaining IVR Scripts. It supports a set of IVR actions that are dynamically executed based on call results and debtor input. These scripts can be assigned at a campaign and/or stage level for outbound campaigns and at the campaign level for inbound campaigns. While single campaigns can support unique scripts for both inbound and outbound calls, IVR scripts can also be shared among multiple campaigns.

Hear how Mercantile Adjustment Bureau successfully moved into the customer service arena with the help of DialConnection's IVR Scripting.
Call Blending
Call Blending

Call Blending maximizes your agent’s efficiencies by seamlessly allowing them to manage both inbound and outbound calls. The system will regulate outbound call volume based on inbound traffic. When inbound traffic is low, outbound calls are automatically generated for a specified campaign. When inbound traffic picks up, the dialer dynamically slows the number of outgoing calls to meet the inbound service level. Agents can bounce between the calls with a single click all while maintaining unique recordings for each call and your operation runs smoother, with increased agent productivity, streamlined staffing, and improved customer service.

Outbound Call Management

DialConnection's Outbound Call Management provides highly efficient and automated dialing methodologies to maximize attempts and right part contacts. Various dialing options as well as broadcast drop call messaging improve agent productivity, and our advanced dialing plan algorithms adjust volumes based on historic and real-time data so campaign administrators can fine tune dialing plans for maximize performance.

Click on the features below to learn more.

Predictive Dialing
Predictive Dialing

Outbound Predictive Dialing provides a highly-efficient automated dialing process that maximizes attempts and contacts. Outbound campaigns can automatically dial and pre-dial numbers based on the number of agents currently logged in along with historical and real-time factors. Additionally, there are features that provide the operator methods to fine tune the dialing plan to affect the results.

Power Dialing
Power Dialing

Outbound Power Dialing allows accounts to be dialed in a queued assisted fashion. When an agent requests a call, the records will be presented to the agent and then the number dialed. There is also a setting that allows the agent to review the account prior to placing the call.

Preview Dialing
Preview Dialing

Outbound Preview Dialing allows accounts typically owned by an individual or group to be presented in an easy to use calling grid. The grid includes an additional user definable filter tool which allows the accounts to be further filtered so an agent can target specific accounts that meet their criteria.

Broadcast Messaging
Broadcast Messaging

Automated Broadcast Messaging allows outbound campaigns to execute IVR scripts after reaching a live connect (person), an answering machine or a dropped call. An IVR script can be designed to execute a series of actions based on call results as well as debtor responses.

Drop Call Management
Drop Call Management

Drop Call Management allows the system to adjust the dialing rates based on a desired drop percentage. A drop call represents a call in which a live connect was attained but there was not an agent available to handle the call. If the drop call percentage approaches the drop rate threshold the system will adjust its dialing rate to meet the operator’s desired results.

Do Not Call/Cell Phone List Management
Do Not Call/Cell Phone List Management

This capability provides a user defined Do Not Call (DNC) list to prevent specific numbers from being imported into any campaign. Numbers can be dynamically entered into the system based on a selected call disposition or imported through the DNC import tool. Mobile numbers can be identified and managed according to user preference, and accompanied by a search for associated land line numbers if desired.

Agent Management

Our easy-to-use graphical interface allows agents to quickly master the automated call center by guiding them through virtually any process including validating data, managing conference calls and recording. Customizable scripting packages, catered to many different industries, allow for integration with internal or external website applications. With DialConnection, virtually every aspect of the Agent Application is user-definable.

Click on the features below to learn more.

Agent Monitoring, Coaching and Chat
Agent Monitoring, Coaching and Chat

The Agent Monitoring, Coaching and Chat feature allows managers and supervisors to monitor, coach and record agent conversations. This tool provides a visual of the agent’s status and provides additional campaign level filtering options. Additionally, supervisors can chat directly with agents via the integrated instant chat functionality.

Agent Screen Viewing and Capture
Agent Screen Viewing and Capture

The Agent Screen Viewing and Capture feature allows supervisors to view an agents desktop in real time. Supervisors are able to take either a snapshot or video of screen activity. The screen viewing tool requires a version of VNC to be installed on the agent’s computer.

Digital Voice Recording
Digital Voice Recording

Calls are recorded utilizing three methods including full time, on-demand or script based recording. The recording option is set at the campaign level and all recordings are stored on a designated recording server.

Manager Dashboard
Manager Dashboard

The Manager Dashboard provides real-time statistical information for outbound, inbound and automated messaging campaigns. Managers with the appropriate rights can make campaign adjustments as well as stop and start campaigns with active schedules.

Natural Voice Text-to-Speech

The Text-to-Speech (TTS) engine allows real time TTS conversion from any database connection defined within the system or any text element created by the user. The TTS engine can also be used to build a complete IVR script within your system. It supports a bi-gender, multilingual model and includes an easy to use scripting tools which supports a SSML markup language to optimize the text recognition and conversion process.

Additional Offerings from DialConnection

You can enhance the performance and capabilities of the DialConnection Contact Center with these add-on products and modules. 

MobileDirect

More efficient than traditional dialing, our MobileDirect product enables you to silently leave voice mails on wireless subscribers' phones.

Speech Analytics

As an independently PCI certified solution, our Speech Analytics product ensures you remain compliant with all PCI standards and provides extensive post-call analytics about your agents and your customers.

Data Analytics

Identify trends to improve staffing and operations while leveraging new market opportunities. Assess performance through various viewpoints and simply share the information through easily understood graphics.

Texting

Our regulatory compliant enterprise messaging module. It's a free to the end user offering that won’t cost your customers a dime — keeping this module 100% compliant.

Have questions about the DC Contact Center? Connect with us by filling out the form or calling us at 856.336.6120.

Reach out to learn how the DC Contact Center suite's comprehensive, user-friendly solution can adapt to your contact center's needs to achieve high performance across all areas of your business. We can explain the ways DC Contact Center can fuel growth and scale to your growing demands - all while helping you stay compliant.