Improve agent productivity and grow your business faster
- We can help you grow your business faster through increasing your agent productivity by up to 300% over manual dialling.
- Protect your current business with a high level of security (to PCI DSS standards) and remain within compliance regulations such as GDPR and OfCOM.
- We take ownership of the system to help you to reduce operational problems. And because our technology is flexible and scalable, it can change to fit your business needs.
Customers that are using Hostcomm's Services
Dialler Key Features
Multi-Mode Dialling
Handle high volume calling with ease. You can control the dialler speed from manual "click to dial" to more advanced progressive or predictive modes.
Omni-channel solution
A complete outbound and blended omni-channel inbound solution from a single supplier, reducing your operational costs and admin overhead.
Dedicated UK Servers
Your service will be hosted on secure UK based servers, dedicated to you, giving you full control of performance and minimising the risk of data loss.
Monitoring and Reporting
We have a range of real time and custom and bespoke campaign reporting options to help you manage your campaigns more effectively.
PCI DSS IVR Payments
Accept payments from your customers using our integrated IVR Payment system which will shortly be PCI DSS accredited.
Scripting and Surveys.
Collect customer information accurately and develop your own user scripts to ensure that your customer has a professional experience.
For a full list of features that we offer please visit our Dialler Feature List
Visit Our Dialler Pricing Page
Use our dialler calculator to work out the cost of your ideal plan. We offer pay as you go or fully inclusive deals.
Dialler Modes
Agents can achieve higher talk time – up to 50 minutes in the hour
If your company makes outbound calls, you can benefit from a predictive dialler for the most efficient way to call contacts and maximise agent productivity. However, the specific benefits you’ll achieve will depend on how you use your dialler,
You can learn more about dialling modes in our eBook, The Truth About Diallers.
- Agents ‘click to dial’
- Agents set the pace of calling.
- Agents click an on-screen button to dial.
Preview or manual mode is ideal for focused calling on small, high-quality lists. High call volumes are less important.
- The manager can set the "pace" of dialling.
- Pace can be adjusted to optimise productivity.
- Agents only spend their time on connected calls.
- Busy tones or disconnected numbers filtered by the dialler.
Progressive mode is ideal for smaller call centres, where peaks and troughs need to be actively managed.
- Intelligently predicts when agents will become available.
- Makes outbound calls in preparation.
- Only active recipients routed to agents.
- Higher talk time of up to 50 minutes in the hour.
This is ideal for deep list penetration and can improve results for poor or stale lists.
Wallboard & Custom Reporting
Reporting on the performance of the entire sales team or an individual agent has never been easier.
Advanced Wallboard
The Advanced Agent Activity Wallboard provides a range of views so you can look at the overall performance in different levels of detail.
Agents can be grouped by campaign or split into teams, while team members can be selected and deselected from the wallboard as necessary.
Learn more about how our Advanced wallboards overview.
Agent Activity Dashboard
Fully customisable, the Agent Activity Dashboard gives real impact to your monitoring. The bold tile design makes it easy for the whole team to see your call centre achievements.
Once you have chosen the metrics you want to measure, you can customise the names and colours with our easy to use design interface.
Custom Reporting
There's also a wide range of standard reporting options available and you can also create your own customised reports. In addition to a large number of metrics that we set up as standard, we can also customise the data view to suit your specific reporting needs. These can be emailed to you or made available as real-time reports accessible from any browser, so you have access to your campaign's performance, wherever you are.
Learn more about our advanced Add Ons and Integrations.
Secure Agent Assisted Payment System
If your contact centre handles credit and debit card payments, you have a duty to protect your customers from fraud. Our agent assisted service requires no training and the agent is not exposed in any way to card data or DTMF tones.
Key benefits
- PCI DSS compliant (from end of August 2018)
- No additional hardware or software costs
- High performance - manage multiple card payments at the same time
- Easy to use and agents can be trained quickly
- Works with most payment gateways using secure API
- Agent has visibility of client's card payment progress.
- Client is returned to Agent automatically following payment.
- Unlimited support and training included in the monthly service fee
Watch our Video to learn more about Payment IVR System.
Scripting & Surveys
With intelligent-agent scripting, you can keep your agents on-topic while they feel knowledgeable and confident. This makes it easier to sell or to deliver great customer service on every call and collect the data you need. It also works seamlessly with the hosted Contact Centre service.
Watch our Video to learn more about Intelligent Agent Scripting
Our intelligent scripting has a number of powerful features.
- Ready to go with no IT involvement required
- Easy to administer - just point and click
- Screen Pop Survey questions for agents
- Data capture in MySQL format for easy export
- Responsive design for mobile, desktop and tablet
- Comprehensive online training manual
Call Recording
Call recording is included on all of our services. Here are some of the most important reasons to use our service.
PCI Compliant Payments in Calls
If your agents take payment card information, PCI DSS compliance demands that none of this data is recorded. Our call recording system can automatically remove card data from your call recordings, or pass customers to an automated PCI payment system, helping you stay compliant and within the law.
Single Interface for all call recordings
Our call recording system lets you record calls from multiple locations, reviewing them under a single, centralised interface. This helps your agents who work in different locations, and helps you deal with the complexity of capturing, managing, and auditing your calls.
Crystal Clear Recordings
With a crystal-clear recording of every call made, you’ll gain valuable insight into your customers. You can hear their attitude, their agent experience, and quickly resolve any issues by returning to the calls themselves.
Call recordings for training
Call recording is the best way to train your agents and develop their skills. It’s also a useful way to spot any bad habits that can be fed back to your teams on a regular basis. You’ll get the information you need to reward your best agents, and save their calls for training others.
Keep evidence of your calls
Accountability is an essential part of handling your calls. Our call recording system provides you with complete evidence of every call made. You can check calls quickly if disputes or disagreements arise, and always make sure your agents are following your procedures.
Fully searchable call recording
Call recording is useless if it’s not easy to search, collate and retrieve them when you need to. While we provide a full call reporting service as part of hosted dialler plans, our call recording interface lets you search for call recordings by a specific agent, or on a specific day - all from any web browser.
Secure data servers
Your calls may contain sensitive information or confidential data. We understand how important it is to keep this secure, so your records will be stored within our privately operated infrastructure, behind a robust firewall. Access is only available to you and the people you nominate. Call encryption is also available.
Dedicated Server Data for storage
The demands of compliance mean staying secure and keeping data stored for long periods of time. Our call recording system provides you with a dedicated server that isolates your calls from other customers, as well as giving you substantial storage for future data.
Inbound contact Centre Features
With the option for blended calling as well as the ability to schedule Callbacks and inbound call routing you have a contact centre solution that will meet your needs.
Call Routing
Intelligent call routing transforms the customer experience. Going from one which involves waiting on hold or being passed from one department to another, to one in which they get through to the right person, first time.
One of the advanced features of the Hostcomm predictive Dialler, is its ability to handle both outbound and inbound call traffic.
Queue Call Backs
Your customers don’t like waiting in queues. We have an option to allow them to keep their position in the queue and be called back when it is their turn.
Visit Our Dialler Pricing Page
Use our dialler calculator to work out the cost of our ideal plan. We offer pay as you go or fully inclusive deals.
Dialler Full Feature List
Click on the tabs below to learn about more about the features within the Hostcomm Predictive Dialler, that are available to improve your business productivity.
- Predictive, progressive and preview dialling
- Lead recycling
- 3rd party conferencing (with DTMF macros and number presets)
- Inbound, Outbound and Blended call handling, also Inbound Email and Chat
- Scheduled Callbacks: Agent-Only and Anyone
- Agents can work from almost any internet connected computer
- Agent Scripting with customer data
- External CRM Integration
- Virtually limitless campaigns, lists, IVRs, inbound queues, DIDs, phone accounts, voicemail boxes.
- Automatic Call recording with advanced call recording search.
- Transfer calls with customer data to a closer/verifier
- Autodial campaigns to start with a simple IVR then direct to agent
- Park the customer with custom music per campaign
- Set outbound CallerID per campaign or per list
- Automatically dial unlimited alternate numbers until you get an answer
- Dialling with custom Time Zone restrictions e.g. per region and per day-of-the-week
- Dialling with Answering Machine Detection, also playing a message for AM calls
- System-wide and per-campaign DNC lists that can optionally be activated
- 3rd party blind call transfer
- Outbound agent-controlled, broadcast and predictive dialing
- Web-configurable IVRs and Voicemail boxes
- Zoiper Webphone is included
- Push contact data when transferring a call to another agent or supervisor
- The agent web application is available in multiple languages.
- An agent can call clients in succession from a database through a web-client.
- Display a script for the agent to read with fields like name, address, etc. filled-in.
- Agent can take both inbound and outbound calls in one session(blended).
- Start and stop recording an agent’s calls at any time.
- Schedule a callback with a customer as either any-agent or agent-specific.
- Faster hangup and dispositioning of calls with one key press (HotKeys).
- Integrated web-based agent phone included, requires no agent setup.
Agent's can:
- Be logged from anywhere with just a phone, web browser, and an internet connection.
- Select a Pause Code when they are not active.
- Control volume levels and mute themselves.
- View the statuses of other agents on the system.
- View details for calls in queue that the agent is selected to take calls from.
- Select and click to take calls in queue from their agent screen.
- Shift enforcement by day and time, defined per user group.
- View internal chat users activity.
- View queue callers.
- Chat with customers from a website through the agent web screen
- Chat with managers and other agents in the agent web screen
- Bot can handover to a human automatically when unsure
- Unlimited bot deployments
- Omnichannel - chat, email, webrtc click to call, buttons
- Speech recognition through web browser
- Speech to text
- Social Media integration
- Text to speech
- Set up using simple web code snippet
- Easy bit programming
- Bot development services
- Database integration
- Integration with other bot code for eg a personality
- Agent can manually take over a chatbot session seamlessly
- Abuse / profanity monitoring
- Bot can authenticate a web visitor and provide confidential information
- Chats between Operators and website visitors
- Chat forwarding (to Operators and Groups)
- Quality Assurance / Mentor Chats
- Different Chat Invitation Styles
- Chat Queue Line (Group and Operator )
- Callback Service
- Chat Priority Levels
- Global Chat Archive
- Email Chat Transcripts
- Customization & Branding
- Answer Suggestions / Quick Search Window
- Typing Indicator (bi-directional)
- Chat Opening Times / Schedule
- Two-way file transfer
- Email based Ticketing system
- Configure as an email client
- Database integration
- Automatic preconfigured chat invites
- Bot integration
- Live view of chat, bot and web visitor sessions
- Social Media integration
- Onsite / Offsite chat
- Multiple chat groups
- Whisper mode
- Translation real time
- Custom input fields
- Set up with web code snippet
- Option of a drop timer with safe-harbor message for Ofcom compliance
- Variable drop call percentage when dialing predictively for Ofcom compliance
- Call recording scanning / redaction
- Send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
- Ofcom compliance configuration settings
- GDPR compliance
- GDPR data removal ("right to forget")
- PCI DSS compliant payment system integrated
- TLS & VPN encryption of web access and phone connection
- Screen pop client record on call connect
- Click to dial from CRM
- Select leads for auto-insert into contact centre
- CDR details inserted into lead record
- Control contact function using API
- Trigger dialler functionality using workflow
- Update CRM record from contact centre
- Real-time reports with “click-to-listen” to monitor agent phone calls
- Web Wallboard with configuration interface
- Advanced database reporting with real time updates
- Connect to the database for 3rd party remote reporting
- Live view of Chatbot conversations
- Live view of web site visitors
- Live view of chat sessions
- PCI DSS security monitoring
- TLS encrypted phone registration
- TLS encrypted web access
- Firewall
- IPSEC VPN
- PCI DSS secure data environment available
- SFTP data download
- SSL web certificate
- Security monitoring to PCI DSS standards
- SMS campaign manager
- Supports any SMS API
- Auto SMS sending after agent disposition
- Inbound and Outbound sending
- Scalable to hundreds of logged in agents
- Encrypted customer data handling available
- Computer IP Address access restrictions for web resources
- Call recordings automatically transferred to an external FTP site
- DID, phone and carrier trunk provisioning through the web interface
- Local, toll-free and international inbound phone numbers available
- PBX features allow you to use the contact centre as your office PBX
- Use custom database queries in campaign dialing
- Load Balancing of call across multiple inbound or outbound servers is possible
- Outbound calls sent to multiple carriers for resilience
- Auto-generate call lists based on dropped inbound queued calls
- Queue call back allowing callers to request an automatic call back retaining their place in the queue
- Flashing light trigger when calls are waiting in a queue
- Take inbound calls gathering CallerID
- ACD for inbound and fronter/closer verification calls
- Estimated hold time, place in line, overflow queues
- Skills-based ranking and call routing per queue and campaign
- Queue Prioritization per campaign and inbound group
- Inbound email handling through the agent web screen
- Skills-based routing with agent ranking
- Web-configurable IVRs and Voicemail boxes
- Multi-Language Support (with auto detection)
- Receive emails via POP or IMAP
- Send emails through SMTP
- Send & receive messages via Facebook and Twitter (API)
- HTML and plain text Emails
- Full SSL Support
- SPAM-Free, secure and unified mailbox
- Full ticket lifecycle from opening to resolution
- Assign Tickets to Operators
- Assign Chats to Tickets
- Dynamic/Automatic Templates (email that almost writes itself)
- Track all kind of business issues
Send and receive attachments - Link Chats and Tickets
- Flawless FAQ integration, respond to inquiries with lightning speed
- Waiting Time indicator
- Search & Filter options
- Collision Avoidance
- Alerts & Notifications
If your CRM isn’t integrated with a dialler, your processes aren’t at their most efficient. When integrated with the Hostcomm ContactPro hosted contact centre or predictive dialler, your CRM system could have a bigger impact on agent performance, sales, and revenue.
Integrating your CRM and contact centre is a way to present agents with timely information, automate the most common tasks including recording new customer records, and reduce the cost of business. This allows your agents to spend more of their time on what’s important – having more conversations and getting better results. And by consolidating your data into a single resource – your CRM – you can avoid the frustrations and expense of managing two silos of inaccurate or duplicate data.
Types of Integration Add-Ons
Some of the Key CRM integrations with Hostcomm’s Contact Pro advanced hosted dialler include:
This simple tool enables your agents to contact customers at a touch of a button. This will improve agent efficiency and reduce errors. Also, by using a single call list obtained directly from your own back office systems, you avoid duplicate and mismatched data occurring.
By integrating Contact Pro into your business workflows you improve the effectiveness of your business processes. We have a number of features that can be built into a complete workflow or be used on a standalone basis for particular campaigns or customer interactions.
Using a piece of user data (e.g. phone number or email address) the dialler will show a screen with relevant client information that has been pulled from the CRM. This means that your agent is key information at their fingertips in order to have a more productive conversation with the caller.
In addition to screen pops the dialler can present a script or scripts for the agent to use. This ensures that customers get the information presale including important legal disclaimers and other compliance wording. It provides a great resource for agent training and provides callers with a highly consistent customer experience.
This can be anything from an initial identity check to collecting information for a sale and sending direct into new business systems without the need to rekey data. This is very important because many sales are prevented or delayed because the right information is not collected accurately in the initial sales call. Surveys save the business time, avoids annoying customers and prevents loss of new business income.
Call recordings are essential for most businesses but they can be awkward to administer. In addition to the problem of storing them securely, it can be difficult to find the call recording required and associate it with a client record.
With Hostcomm’s Call recording facility you don’t have worry about storing them because we take care of this. And with our advanced search facilities, it’s easy to find the call recording you need. And we can hyperlink the call recording to a client record.
The Hostcomm payment IVR and fully complies with the Payment Card Industry Data Security Standard (PCI DSS). So when the customer needs to pay, the agent will switch them over to the payment IVR in order to complete the transaction. Once the transaction is complete the agent can reconnect with the customer to finish the call.
