Dialogos Auto Attendant

Phone calls routing and management system

Call centers are probably companies’ strongest contact point with customers.

For most enterprises the use of a call center is accompanied by large functional costs. It needs to be supported by specialized personnel, working at one or more shifts during the day, so as to appropriately welcome and route all incoming calls.

Dialogos AutoAttendant application automates the operation of call centers, as it hosts a company’s all incoming calls and subsequently routes them to the desired persons or departments. It offers the full functionality of a staff-equipped call center, yet without employing any agents, supported exclusively by the speech-enabled technology.

Main features

  • Automatic, voice-driven, call tranfer to employees/departments or selective barring of incoming calls
  • Attends a large volume of incoming calls and eliminates call waiting times
  • Voice messages delivered through telephone or email
  • Management of each contact’s preferences and of their calls diversion options through a self-service client tool

Advantages

The possibilities of customization and self-service administration enable the AutoAttendant users to bar calls during periods of heavy work load, to divert their calls during their absence to another colleague or to an alternative personal phone number, like their mobile phone’s one, or to listen to their callers’ recorded voice messages when they return to the office.

For the company itself of course the gain is even more significant, in terms of financial performance, improved service experience and clients and/or callers satisfaction level. The automatic routing of inbound calls allows the reduction of large companies’ call center operators, but also enables the appointment of such personnel to more productive tasks. Additionally, a significantly larger volume of inbound calls is served and callers’ waiting time is eliminated, even during peak hours.

Functionality

Dialogos AutoAttendant receives all incoming calls and prompts the customers to say the name of the employee or department they are interested in. After recognizing the caller's voice command, the system may need to proceed to an automatic disambiguation in the event of duplicate names. Each contact or department may have a list of registered numbers: extension numbers within the call center of the company or external (fixed or mobile) phone numbers. The incoming call will be diverted to one of these preselected numbers; the number used each time is selected upon availability criteria or according to the registered working hours of each employee or department.

For example, calls are automatically routed to a specified extension number within the company and, only in the event of inability to answer, they are diverted to an alternative number, like the employee’s mobile phone for instance. Alternatively, a time schedule can be programmed, so that incoming calls are routed to an appointed contact/department according to the time zone each call was received at.

What’s more, if the call cannot get answered due to a busy line or a contact’s unavailability, the application may record the caller’s voice message. The employee will be subsequently notified for the pending message and he/she may hear it through the client service of Dialogos AutoAttendant.