You may have read recently about the release of our latest version of our Interaction Dialer® product. Interaction Dialer® 4.0 offers a wide variety of features, and enhances many of the items from our previous release. I am particularly excited about it, as I was heavily involved with our internal testing and spent most of this year working directly with this product. I’d like to use this blog post to add some additional context to the key highlights of this version.
#1 – The Removal of Workflows
One of the biggest changes in the 4.0 release is the elimination of the necessity of using workflows. Workflows served as “traffic cops” in previous releases and allowed for a set of campaigns to reside within each workflow. Rules and policies could be established to allow certain conditions to be met and the workflow would direct the calls to the proper campaign based on the criteria that was created.
In the current release, there is no need for the additional programming as each campaign can have its own rules and policies and does not require the overhead that the workflow would add. What’s the benefit of this? Having an agent logged into multiple campaigns allows contact centers to take advantage of agents who may have multiple responsibilities. For instance, an agent may be sales and support, and could easily be logged into separate queues that are specific to those particular functions. In the previous release, this would either require multiple transitions between campaigns within the workflow, or the agent would have to dynamically log in and out of campaigns to receive a certain type of call. In this new release, it is not required. This highly increases agent efficiency and also reduces administrative errors in campaign management.
#2 – Query By Example
One of the great things about Interaction Dialer® is its ability to corral calls in very specific manners. For instance, if you want to focus on a particular demographic for a campaign, you can use contact list filters to help narrow your data scope down before calls are made. There have been difficulties with this in the past, however, because using the contact list filters requires a moderate amount of SQL syntax knowledge, and this is limiting for some supervisors. The query by example tool was added into Interaction Dialer® 4.0 to help alleviate this problem:
In the above example, I have selected the STATE column as my desired filter, and in this situation, wish to only make calls to Indiana numbers. All that is required of administrators now is to simply select the column they wish to use from the contact list, and the criteria for the filter. Clicking on the “Create SQL” icon on the right of the user interface will create the syntax automatically. You can then save the filter and apply it to any campaign.
#3 – Answering Machine Detection Improvement
Interaction Dialer 4.0® also made tremendous improvements in answering machine detection rates. With the aid of Interaction Media Server™, Interaction Dialer® 4.0 gained a lot of strides in the accuracy of properly detecting an answering machine at the other end of a processed call. This key enhancement improves the viability of agentless campaigns, especially those that depend on using .wav files to leave information for call recipients. Improper detection can cause agentless campaigns to fail, by either causing the .wav file to never properly get delivered, or played in an untimely fashion, causing the listener to miss a portion of its content, thus destroying the intended purpose.
We are definitely excited about this new release and feel that it will continue to meet the needs of our ever-growing customer base. FYI, existing Interaction Dialer® customers that wish to upgrade will need to wait for the Service Update 1 release in order to migrate their current data.
As always, comments on this post are always welcome, and any questions you may have I’d love to receive!
-Travis W. Gillison