iMessaging News
For Immediate Release
iAgent Directed Dialer Latest Enhancement to iNspire Call Center Suite™
Merrimack, NH January 4, 2006 – With today’s release of the “iAgent Directed Dialer”, iMessaging Systems, Inc. added to its expanding array of customer service telephony tools for the iNspire Call Center Suite™. iAgent’s Directed Dialer delivers an iSeries-centric dialing solution to assist customer service representatives (CSRs) who have the need to place outbound calls. Managed by iSeries-based programs and data, the Directed Dialer provides a truly integrated solution for iSeries clients wanting to leverage the advantages of modern telephony.
The iAgent Directed Dialer, a component of iMessaging’s iNspire Call Center Suite™, allows CSRs to place outbound calls. Because the Directed Dialer operates within iNspire’s framework, iNspire maintains monitoring of all CSR activity. The CSR is not required to log-off iNspire to place outbound calls, rather they can easily alternate between servicing inbound callers and placing outbound calls. As a result, CSR efficiency is improved and a more accurate reflection of productivity is available through management reporting. The Directed Dialer may be used in two ways: First, the system is useful for CSRs who normally service inbound callers but have an occasional need to place an outbound call. Second, the system provides significant productivity gains for CSRs whose major responsibility includes making outbound calls.
The iAgent Directed Dialer delivers these advantages:
- Reduces CSR dialing errors.
- Frees up valuable CSR time by eliminating manual dialing.
- Improves CSR productivity because dialing may be directed by a call list that has been prioritized and sequenced for maximum efficiency.
- Removes missed calls with program-controlled calling and re-queuing.
- Enhances CSR productivity by customizing the dialing process and delivering a “screen pop” of any iSeries application with the call connection.
- Provides an iSeries-based call list making call detail and history readily available.
- Increases visibility of CSR productivity with comprehensive management reports.
“With the announcement of our Directed Dialer, iMessaging further extends our call center capabilities to include outbound calling. Our beta customers have been delighted with the customer-driven enhancements and the quality of the beta release,” notes Rich Ollari, iMessaging’s product manager. “The vision of iNspire as a seamless telephony solution blends very well with an overall iSeries-centered CRM strategy. More importantly, the efficiencies that customers realize with the dialer are easily measurable in real productivity gains.”
For more information on the iNspire Call Center Suite™, click here, or email to info@iMessagingSystems.com.