1. Smart Predictive Dialer
The outbound calls executed by the “smart” predictive dialer as soon as the called party answers should start playing the pre-recorded greeting and introductory message recorded by the Agent in charge of that area. The system plays the message that the Agent had previously recorded with his own voice. This is worth for all the agents around the country and within the European regions.
This is the way it ought to work. The server call the party and as soon as he/she answers it ring up the agent and bring up on the his/her client screen the called party record (if existing in the servers DB) and start playing the prerecorded message thus establishing the three party conference call.
The Agent should be able to supervising the outbound call, listening both, the server who is playing the message and what the called party eventually comments thus allowing the Agent to intervene at any time providing appropriate answers to clear any issues the prospect may have arisen. So far the called party does not hear a digital message but a human being message thus understanding, in a way, that his opposite number is live agent but not a machine.
The Agent should be able to break in the ongoing “communication” by dialing a digit to continue speaking with the called party. Since the tongue of the voice can slightly change the called party may not understand the difference.
The prerecorded messages will be a good number and different from one to another because of the campaign and played even in different languages. So far SPD should be enriched by a GUI to allow the admin setting the message to be played for that campaign by the agent in charge of that geographic area. It should allow the admin to select assigning the target DB to the Agent/s, the interval of time between calls, to allow the Agent to take a break during the working hours, no matter the reason but should be able to it. And last but not least from A2Billing user can have clear reports about the agent activity.
From vTigerCRM we ought to be able to understand the outcomes of the agent performances.