Contact Center Solutions Featured Article

WRB Communications to Build Outbound Campaigns on Interactive Intelligence Dialer Tech

August 01, 2013

Outbound customer service in the call center is one of those business processes that has great rewards – if it didn’t, no one would engage in it, which is demonstrably not the case. It’s not for the faint of heart, however. There are rules and regulations, both state and federal, that must be strictly adhered to in order to avoid fines. There’s a finesse touch for outbound: not just any agent can do it. An individual making outbound sales or follow-up calls needs to be experienced and understand how to manage the call. And outbound calls are unlikely to be successful if the agent or salesperson making the call doesn’t is doing it blind, without every available bit of intelligence about that customer or prospect.

For all these reasons, contact centers that do outbound work need to partner with an outbound technology provider that understands the significant challenges and even offers solutions that help overcome them.

WRB Communications, a provider of multichannel contact center solutions for healthcare manufacturers and service organizations, is one of those enterprises that relies heavily on outbound work. To ensure maximum compliance, efficiency and results, the company announced that it has chosen to implement Interaction Dialer from Interactive Intelligence Group Inc. WRB, which already uses Interactive Intelligence’s all-in-one IP communications software suite, Customer Interaction Center (CIC), says it plans to deploy Interaction Dialer to support the company's inside sales agents, who help clients serve vacant territories, conduct lead generation and schedule appointments.

"As an add-on application to CIC, Interaction Dialer gives us inherent knowledge of call plans and queues, blended agent availability, and number of available lines," said WRB President Ron Abel in a statement. "This knowledge results in added efficiencies, which we can pass on to clients in the form of more revenue opportunities and reduced expenses."

Abel notes that WRB plans to use Interaction Dialer to provide sales agents with preview dialing functionality, enabling them to view customer information before the system places the call so they can provide better service.

Edited by Alisen Downey