Outreach and Dialer

The Right Solutions for Contact Center Outreach and Dialer Operations

Rich Feature List

Account Ownership

Assigns specific contacts to designated owners, ensuring only those owners access the records. This feature is ideal for sales teams or first-party debt collectors managing dedicated accounts for accountability and personalized interactions.

Agent and Group-based Voice Mail

Enables routing of voicemails to specific agents or groups, ensuring efficient follow-up and personalized responses for improved customer support

Appointment Scheduling

Allows agents to book, manage, and coordinate customer appointments seamlessly, improving efficiency, reducing missed opportunities, and enhancing customer experience through streamlined interactions.

Audio and Screen Recording

Captures agent-customer interactions for quality assurance, training, and compliance. It provides actionable insights, ensures transparency, and helps optimize performance by analyzing communication and workflow effectiveness.

Automated Payment Reminders

Streamline billing by sending personalized, timely notifications via voice, SMS, or email. This feature reduces late payments, improves cash flow, and enhances customer satisfaction with proactive communication.

Consent Management

Tracks, stores, and manages customer permissions for communication. It ensures compliance with regulations, builds trust through transparency, and empowers customers to control their communication preferences across all interaction channels.

CTI Support

Connects telephony systems with desktop applications, enabling features like click-to-dial, screen pops, and call logging. This streamlines workflows, enhances agent efficiency, and improves the overall customer experience.

Dynamic Agent Scripting

Provides real-time, adaptive scripts tailored to customer interactions, ensuring consistent messaging, enhancing agent performance, and improving customer engagement and resolution outcomes.

Email/2-way SMS/Social Media

Enables seamless, multi-channel communication. Agents can engage customers across platforms, manage conversations in one interface, and deliver consistent, personalized support to enhance customer satisfaction and streamline workflows.

Industry-leading Regulatory Compliance

Ensures adherence to legal standards like GDPR, PCI DSS, and HIPAA. It incorporates features such as secure data handling, consent management, call recording controls, and audit trails. These safeguards minimize risks, maintain customer trust, and ensure ethical, lawful operations across communication channels, supporting businesses in meeting global compliance requirements.

Interactive Voice Response (IVR)

Automates call handling with customizable menus, enabling customers to self-serve or be routed efficiently to the right agent. It reduces wait times, boosts efficiency, and enhances the caller experience.

Interruptible Preview Dialing

Allows agents to review customer details before initiating a call, while supervisors can intervene or adjust dialing settings in real time. This ensures informed interactions, flexibility, and improved campaign management.

LDAP, SSO/MFA Support

Ensure secure, centralized user authentication and access control. These features enhance security, simplify login processes, and support seamless integration with enterprise systems, improving compliance and operational efficiency.

Managerial Monitoring

Allows supervisors to oversee agent interactions in real time through live call monitoring, whisper coaching, and performance analytics. This ensures service quality, identifies training needs, and enhances team effectiveness.

Multi-session Agents

Enable agents to handle multiple customer interactions simultaneously across channels. This boosts efficiency, reduces wait times, and optimizes resource utilization while maintaining personalized, high-quality service for each customer interaction.

Outbound Skills-based Routing

Assigns outbound calls to agents based on their expertise, customer needs, and campaign goals. This ensures personalized interactions, increases efficiency, and boosts customer engagement and conversion rates.

Quality Assurance / Branching Scorecards

Evaluates agent performance using dynamic, scenario-based assessments. It ensures consistent service quality, identifies improvement areas, and tailors feedback, fostering agent development and enhancing customer satisfaction.

Reporting

Provides detailed insights into operational metrics like call volume, agent performance, and customer satisfaction. Customizable dashboards and scheduled reports enable data-driven decision-making, identify trends, and optimize workflows. This feature ensures transparency, improves efficiency, and supports strategic planning for better service delivery and overall contact center success.

REST-based APIs

Enable seamless integration with external systems, allowing developers to customize workflows, access data, and extend functionality. They enhance flexibility, scalability, and interoperability, supporting tailored solutions for diverse business needs.

Secure Payment Data Collection

Ensures compliant, encrypted handling of payment information during transactions. It minimizes fraud risks, supports PCI DSS compliance, and builds customer trust by safeguarding sensitive financial data in a seamless, secure process.

Skip Tracing

24/7 Customer Support

Ensures uninterrupted assistance through live agents, chatbots, or self-service tools. It enhances customer satisfaction by providing timely solutions anytime, builds trust, and supports global operations by accommodating different time zones and urgent queries seamlessly.

Salesforce Integration

Interactions with Salesforce CRM, enabling real-time data sync, streamlined workflows, and personalized service. It enhances agent productivity, improves customer insights, and drives more effective sales and support strategies.

WebRTC phones

Enables browser-based voice and video communication without additional hardware. This simplifies setup, reduces costs, and enhances flexibility, allowing agents to deliver seamless, high-quality interactions from anywhere with an internet connection.

We saw an 11% cost reduction per agent with Alvaria's contact center solutions."

-K. Sutthirak Traichiraaporn, CEO JMT