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A thriving outbound call center is one that leverages high-tech software to improve customer satisfaction and empower agents. A call center at the top of its game—which seeks to boost productivity and CX needs to focus on one specific action: predictive dialing. By analyzing and ensuring your predictive dialing is “smart,” or includes advanced machine learning technology, your call center can exceed expectations.

Increase Call Center Efficiency Metrics with Intelligent Predictive Dialer Software

In the following we discuss several efficiency metrics that your company can measure and monitor. This will help you to optimize employee performance, improve your technology, and elevate customer experience.

Improve Call Center Service Level with Intelligent Predictive Dialer Software

Delay is the ultimate time waster for agents and one of the most significant issues that call centers face. Ultimately, it affects performance expectations and key performance indicators, such as service level and outbound call time engagement.

LumenVox Call Progress Analysis (CPA) is equipped to measure your agents’ average handle time per call and even goes a step further by using this average time to predict when to dial the next client before your agent has ended their call. This substitutes costly delay for high productivity.

Improve Agent Experience with Intelligent Predictive Dialer Software

LumenVox leverages proprietary  Voice Activity Detection in our state-of-the-art Call Progress Analysis to determine whether your predictive dialer has hit an answering machine or a live human, with the highest accuracy. This “smart” technology allows for precise filtering of live (human-answered) phone calls, which reduces the agent’s average handle time and boosts productivity.

Ultimately LumenVox CPA removes unnecessary delay from one call to the next. Thus, it allows your agents to spend more time communicating and less time dialing. As a result, your employee’s frustration decreases, and burnout remains low. 

Improve Customer Satisfaction with Intelligent Predictive Dialer Software

Just like agents, customers don’t like to be kept waiting. By adding LumenVox CPA to your predictive dialer, you have the technology to create instantaneous connection with customers.

Instead of long hold times, your call center can proactively and automatically call customers back. Upon successful determination that they have indeed picked up the phone, LumenVox CPA immediately connects the customer to a live agent. LumenVox CPA has this down to a science—making 98% accurate determinations within milliseconds.

LumenVox CPA arms predictive dialers with the artificial intelligence necessary to ensure that it is truly a person on the other end. This technology leaves no room for wasted time on behalf of the customer, resulting in higher satisfaction.

The #1 Technology for Predictive Dialer Success: LumenVox Call Progress Analysis

There are many ways to increase your call center efficiency metrics through modern and innovative technology. By measuring KPIs, you’ll be able to find the areas to improve agent productivity. You’ll also be able to access where customer satisfaction is falling short and where your current challenges lie. LumenVox CPA enables you to hit KPIs and performance expectations you could only dream of before. 

Ready to learn more about LumenVox’s Call Progress Analysis? Download the white paper “How to Break the Predictive Dialer Glass Ceiling”.

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