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High performance OptiML-Dialer

Designed to maximize the productivity of call center agents and experience for the customers.

Intelligent routing, predictive dialing, and real-time analytics assist in averting downtime while maximizing the productivity of the agents, providing smooth, optimized customer interaction.

OptiML Dailer Solution

Sophisticated, Intelligent Contact Center Features

Agent Dashboard

Call Controls

Call Controls

Single-click options for mute, hold, warm transfer, and blind transfer

Personalized Hold Music

Personalized Hold Music

Keep customers engaged with hold music or tailored messages while they wait.

One-Click Dialing

One-Click Dialing

Agents can effortlessly connect with customers and prospects directly from their current dashboard or within their CRM system.

Dynamic Data Display

Dynamic Data Display

Agents instantly access pertinent customer or prospect information during calls.

Call Forwarding

Call Forwarding

Calls can be seamlessly routed to an agent's mobile or landline, regardless of their location.

Offline Agents

Offline Agents

Agents can initiate or receive calls without needing to log in.

IVR Features

Drag & Drop Interface

Drag & Drop Interface

Create and customize sophisticated IVRs with ease, no coding required..

Self Service

Self Service

Enable callers to access self-service options through IVR.

AI Enabled IVR

AI Enabled IVR

Leverage speech recognition and AI to enable customers to engage in natural, conversational interactions with your IVR system.

Routing and ACD

Expert Routing

Expert Routing

Efficiently direct calls to the most suitable agent or department.

Automated Call Distribution

Automated Call Distribution

Distribute calls evenly among your agents based on their idle times.

After Hour Calls

After Hour Calls

Handling Redirect calls received after business hours to agents in a different time zone, IVR, or voicemail.

Sticky Agent Routing

Sticky Agent Routing

Automatically route customer calls to their designated account or relationship manager.

Fallback Options

Fallback Options

Instead of keeping callers in a queue, redirect them to fallback agents, or provide voicemail and callback options.

Customized Priority Routing

Customized Priority Routing

Enhance your ACD by integrating with your CRM, allowing you to tailor responses to various customer segments.

Management & Performance Analytics

Real-Time Monitoring

Real-Time Monitoring

Monitor agent performance, call queues, and campaign metrics instantly.

Barge-in. Snoop & Whisper

Barge-in. Snoop & Whisper

Supervisors can discreetly join active calls to assess training needs or assist agents in real-time.

Call Recordings

Call Recordings

All calls are recorded and linked to the corresponding customer ticket for easy reference.

CTI integration Features

Click To Call

Click To Call

Initiate calls directly from your CRM with a single click.

Unified Interface

Unified Interface

The call dashboard seamlessly integrates within the CRM.

Dynamic Data Display

Dynamic Data Display

Automatically display relevant customer information from the CRM during incoming and outgoing calls.

Automated Call Logging

Automated Call Logging

New tickets are created for incoming calls from unknown numbers, while existing tickets are automatically updated for known contacts.

Power Dialers

Predictive Dialer

Predictive Dialer

Leverage an algorithm to predict how many calls each agent should dial.

Power Dialer

Power Dialer

The agents dial phone numbers one after the other in sequence in order to connect with the call recipients.

IVR Dialer

IVR Dialer

Outbound IVR blasts to large databases.

Omnichannel Routing

ACD

ACD

Calls and chats are automatically routed to the appropriate agent in the correct department.

Blended Window

Blended Window

In a blended view, the agents can efficiently handle both calls and chats.

Digital Channels

Digital Channels

Interact on WhatsApp, Live Webchat, Facebook, twitter and more.

AI-Based Features

Chatbots

Chatbots

Build a chatbot with no code.

Voice Bots

Voice Bots

Use AI to provide natural and conversational customer support.

Speech Analytics

Speech Analytics

Leverage AI to assess and track customer sentiment and conversation quality in every call and chat interaction.

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