The single window oBelyx dialer interface includes all inter agent communication tools that may be required for success of the campaign – Chat, transfer, conference. Agent can chat with other agents from the same campaign. Calls can be transferred to other agents with single click and there by transferring all the lead information. Agent can conference their supervisor or other agents in ongoing calls as may be required. Calls can be put on hold/mute with single click and pre recorded music can be played for calls on hold. All these features can be controlled by supervisor or administrator and privileges can be set for different categories of agents. 

 

Custom Call Scripting

The first few moments of the call when the customer picks is the most critical time for the agent to set the right tone for the call. Agents, especially new to the call centers, can use the custom scripts to directly read from scripts to start the conversation and answer questions from customer s. Custom scripts are critical to convert leads to sales for outbound campaigns and to address customer questions quickly for inbound service center calls.  In oBelyx, custom scripts can added in the three categories, Readout, Notes and FAQs which are displayed as different windows in the single screen agent interface. The agent can also modify the script windows to fit his/her individual needs. After modifying the custom scripts windows layout the agent can save the layout so the same custom scripts windows are displayed every time agent logs in.

The Administrator or supervisor can add and create the custom scripts in both plain text and HTML which can contain the customer information available in the system database. Using the easy to use portal, the administrator can enter the text directly in the script windows from script screen or copy-paste from any standard text editors. The HTML can contain the links to other pages.  The scripts entered on the portal are displayed on all agents interface when the agent s login to the campaign.