DialShree Predictive Dialer Features
What are the features of DialShree Predictive Dialer?
Platform
- Omnichannel
- Mobile Access
- Queue Management
- Call Routing
- Call Back
- IVR
- Automatic Call Distribution
Administrative
- Call Recording
- Reporting & Dashboards
Workforce Management
- Call Monitoring
- Performance Evaluation
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DialShree Predictive Dialer Categories on G2
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Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. | Not enough data | |
Customization | Allows users to customize chat colors, text, logos, and branding. | Not enough data | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
Integration | Integrates with other customer service software to improve support and enhance functionality | Not enough data | |
Reporting | Provides analytics tools that reveal important business metrics and track progress | Not enough data | |
Dashboards | Displays important metrics relating to performance | Not enough data | |
Omnichannel | Based on 36 DialShree Predictive Dialer reviews. Allows inflow of requests through various digital channels such as email, social media, etc. | 90% (Based on 36 reviews) | |
Mobile Access | Allows users to access the software using mobile devices. This feature was mentioned in 33 DialShree Predictive Dialer reviews. | 88% (Based on 33 reviews) | |
Queue Management | As reported in 36 DialShree Predictive Dialer reviews. Provides queue management in case of increase in case/call inflow. | 94% (Based on 36 reviews) | |
Call Routing | Based on 35 DialShree Predictive Dialer reviews. Allows distribution of incoming calls to agents. | 95% (Based on 35 reviews) | |
Call Back | Allows users to request a call back. 37 reviewers of DialShree Predictive Dialer have provided feedback on this feature. | 95% (Based on 37 reviews) | |
IVR | Based on 35 DialShree Predictive Dialer reviews. Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. | 96% (Based on 35 reviews) | |
Automatic Call Distribution | As reported in 38 DialShree Predictive Dialer reviews. Allows automatic distribution of incoming calls to the agents. | 95% (Based on 38 reviews) |
Ticket and Case Management
Ticket Creation User Experience | User Experience of creating and submitting a ticket | Not enough data | |
Ticket Response User Experience | User Experience of responding and receiving a response | Not enough data | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions | Not enough data | |
Automated Response | Respond to common requests with standard reply | Not enough data | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) | Not enough data |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions | Not enough data | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives | Not enough data | |
Customer/Contact Database | Central repository for account and contact information | Not enough data |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | Not enough data | |
Email to Case | Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | Not enough data | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live | Not enough data | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | Not enough data | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. | Not enough data |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. | Not enough data | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. | Not enough data | |
Community Forums | Enables users to engage with other users to solve common issues. | Not enough data | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Communication
Pop-up Chat | Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | Not enough data | |
Notifications | Delivers notifications to both sides of the conversation. | Not enough data | |
Targeted Emails | Sends automated emails to further engage clients and potential clients. | Not enough data | |
In-App Messaging | Allows for live chat to be enabled within the app for customer help. | Not enough data | |
Co-Browsing | Allows agents to join a customer's browser session and navigate through the website with them. | Not enough data |
Internal Use
Customization | Allows users to customize chat colors, text, logos, and branding. | Not enough data | |
Conversation Archiving | Archives conversations in a separate location for later reference. | Not enough data | |
Lead Development | Enables employees to denote potential customers. | Not enough data | |
Knowledge Base | Establishes a knowledge base for employee reference during conversations. | Not enough data | |
Team Inbox | Provides a central location for help requests, helping employees respond sooner. | Not enough data | |
Customer Profiles | Allows for the creation of profiles for contacts and customers. | Not enough data |
Calling
Record Calls | Records calls for future reference. | Not enough data | |
Generate Location | Generates an area code local to where the user is calling to increase likelihood of pick-up. | Not enough data | |
Call Types | Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise. | Not enough data | |
Click-to-Call | Gathers contacts from integrated tools, allowing users to call with one click. | Not enough data |
Contacts
Personalization | Retains a log of extraneous contact information such as timezone and contact engagement. | Not enough data | |
Information Locater | Finds and opens saved contact information for reference at the time of a new call. | Not enough data | |
Record Prospect Data | Allows users to denote which contacts they believe are prospective customers. | Not enough data |
Insights
Notes | Allows users to take notes during or after the call for future reference. | Not enough data | |
Daily Summary | Delivers users a daily summary of activity. | Not enough data | |
Automated Voicemails | Sends automated voicemails to prospective clients who fail to answer. | Not enough data | |
Automated Emails | Sends automated emails to increase engagement with prospective clients. | Not enough data | |
Sorts Prospects | Organizes contacts based on probability of success. | Not enough data |
Process
Mentions | Scours various channels for brand mentions to proactively seek reparative communications. | Not enough data | |
Tickets | Creates and assigns support tickets, scheduling them in a timely manner. | Not enough data | |
Macros | Allows administrators to create templated responses to frequently asked questions. | Not enough data |
Channels
Ability to connect agents with customers through Live Chat.
| Not enough data | ||
Social | Connects employees with customers through a social media solution. | Not enough data | |
Live Chat | Ability to connect agents with customers through email.
| Not enough data | |
Phone | Connects employees with customers through a calling solution. | Not enough data | |
Text | Ability to connect agents with customers through text message solution.
| Not enough data | |
Multi-Channel Coverage | Software incorporates multiple digital communications channels. | Not enough data | |
Open Listening | Allows incorporation of inbound contacts from non-marketing channels. | Not enough data | |
Physical Media | Includes physical media (mail, flyers, billboards, etc.) in the channels mix. | Not enough data | |
Voice | Provides voice call functionality. | Not enough data | |
Social | Provides an interface for one or more social media channels. | Not enough data | |
Web Chat | Includes or integrates with live chat initiaited from the company's web site. | Not enough data | |
Mobile SMS | Accepts contacts initiated through SMS or other mobile text functions. | Not enough data | |
Allows CSRs to receive and answer customer emails. | Not enough data |
Insight
Surveys | Provides opportunity for customers to give feedback through a survey. | Not enough data | |
Reporting | Enables administrators to create customized reports reflecting customer satisfaction. | Not enough data | |
Visitor Activity | Allows administrators to track visitor activity to understand the research that was done before turning to customer service. | Not enough data | |
Help Desk | Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. | Not enough data |
Dialing Options
Preview Dialing | Presents information about the individual being called before the call begins. | Not enough data | |
Progressive Dialing | Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. | Not enough data | |
Predictive Dialer | Uses an algorithim to predictive when an operator will be available to handle their next call. | Not enough data |
Agent Tools
Omnichannel | Ensures that the caller experience is seamless across their entire call. | Not enough data | |
Whisper Coaching | Allows a supervisor to listen to a call and train in real time. | Not enough data | |
Callback Scheduling | Reschedules calls within the software itself, either through a prompt or by the agent themselves. | Not enough data | |
Call Recording | Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. | Not enough data |
Automation
Voice Activity Detection | Decides response type by determining if voice is a human response or an answering machine. | Not enough data | |
Voice Broadcast | Presents a prerecorded audio message when the call is answered. | Not enough data | |
Interactive Voice Response (IVR) | Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents. | Not enough data | |
Call Scrubbing | Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry. | Not enough data | |
API / Integrations | Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications. | Not enough data |
Design
Communications Strategy Development | Allows planning and deployment of an overall communications strategy. | Not enough data | |
Create Content | Includes or integrates with content creation apps. | Not enough data | |
Personalization | Outbound communications are segmented and personalized. | Not enough data | |
Inbound Identification | Inbound contacts are identified and handled based on history. | Not enough data | |
Regulatory Compliance | Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. | Not enough data |
Quality Assurance
Evaluation | Provides tools for evaluating customer interactions | Not enough data | |
Calibration | Offers features for maintaining fair and consistent scoring | Not enough data | |
Reports | Generates quality and performance reports | Not enough data |
Engagement
Feedback | Tools for providing personalized feedback and coaching sessions | Not enough data | |
Dashboards | Provides a centralized dashboard for agents to view their scores and feedback | Not enough data | |
Training | Tools for educating and training agents | Not enough data |
Performance
Integrations | Integrates with other customer service or CRM software | Not enough data | |
Compliance | Helps ensure customer privacy and data protection | Not enough data |
Functions
Session Routing | Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. | Not enough data | |
Session Queuing | Callers can be routed to a queue or placed on hold until an agent becomes available. | Not enough data | |
Concurrent Calling | Place a large or unlimited volume of calls simultaneously without diminishing the call quality. | Not enough data | |
Speech Analytics | Provides some level of analytics based on keywords and vocal tones. | Not enough data | |
Auto Dialer | Has auto dialing or predictive dialing functions for outbound use. | Not enough data | |
IVR | Includes an interactive phone menu. | Not enough data | |
Inbound Screen Pop | Populates CSR's screen with available customer data. | Not enough data | |
Persistent Data | Maintains and shares information across channels and agents as the case progresses. | Not enough data |
Administrative
Session Summary Notes | Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. | Not enough data | |
Administrator Access | Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. | Not enough data | |
Reporting & Dashboards | Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | Not enough data | |
Session Recording | Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. | Not enough data | |
Agent Scheduling and Assignment | Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. | Not enough data | |
Call Recording | As reported in 38 DialShree Predictive Dialer reviews. Allows supervisors/managers to record and review telephone conversations of agents. | 93% (Based on 38 reviews) | |
Reporting & Dashboards | As reported in 38 DialShree Predictive Dialer reviews. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | 93% (Based on 38 reviews) |
Workforce Management
Call Monitoring | As reported in 36 DialShree Predictive Dialer reviews. Allow managers/supervisors to monitor calls for quality assurance purposes. | 95% (Based on 36 reviews) | |
Performance Evaluation | Based on 37 DialShree Predictive Dialer reviews. Allows managers/supervisors to evaluate the performance of agents. | 93% (Based on 37 reviews) |
