Autonomous Dialer - Overview

AnywhereNow can be programmed to automatically call telephone numbers or SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. addresses and play the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. menu.

This introduces a whole new range of possibilities such as automatically calling recent customers to evaluate their experience/satisfaction.

For the Autonomous Dialer feature, a new dialer list view will be introduced named “AutonomousDialerView”. This is an enhancement to the Campaign Dialer, with the extra option to add a Pre-Welcome Messages. Giving the option to add a personal note to this customer. While still have the advanced schedule controls:

Day of the week
Date range
Time range

The results of the Autonomous Dialer are both stored in the Autonomous Dialer list and the SQL Database. Combining this with the new IVR Report and the above scenario, will give you a detailed Survey possibility based on the customer reaction

Note

An Enterprise license or higher is required to access these features.

Example Use Case

The Autonomous Dialer calls a customer. When the call is answered by the customer, AnywhereNow will play a customer satisfaction (IVR) question to the customer, after which the customer can choose option 1 (satisfied), option 2 (not satisfied) or disconnect the call.

If the customer is satisfied (pressed 1) the customer will be thanked for his/her feedback and the call will be disconnected. If the customer is not satisfied (pressed 2), a message will be played to the customer and an action can be defined (e.g. schedule call back request) after which the call gets disconnected. In both cases the feedback (was the customer satisfied or not) will be stored in AnywhereNow. Finally, if the customer disconnects the call, this feedback will also be stored and no additional action will take place.

In case the customer has not made a choice within X seconds (or the call might be answered by the voicemail of the customer) an additional message will be played to the customer (or left in the voicemailbox of customer).

If the customer (or the customer’s voicemailbox) does not answer the autonomous call, but instead the call gets disconnected, AnywhereNow will try to call the customer again, for a maximum of Y retries.