Handle agent hand off

hello. i have a large call center customer. they need a predictive dialler which can hand-off calls, that are answered by a person to an agent waiting in a pool. the predictive dialler is a stand-alone product.

1.what software do i need on the agent pc’s for the predictive dialler to hand-off the call to a waiting agent? the agents and the dialler are located in the same office, on the same network.

2. how does the predictive dialler choose which agent the call goes to? does the dialler support agent pools?

many thanks

1. On the agent computer, you need to install Voicent RemoteAgent software. This is the software to allow agent to login, logoff, and see the popup screen for a transferred call from the predictive dialer. When the predictive dailer (Voicent Agent Dialer) and agent computers are on the same network, it is really easy to set up. All you need to do is enter the predictive dialer computer to connect.

2. Voicent predictive dialer will choose the agent that has been idle the longest time. You could create agent pools by simple specifying the group of agents to hand off the calls in each campaign. It is also possible to have an agent to hand off the call to another agent. We have call centers have “closers” who never answer the initial call. They only talk to people that has been qualified by the first level agents.

You can download predictive dialer and remove agent software here and give it a try. It should be easy to set it up in a LAN environment.