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Technology
All complicated industry jargon aside, our technology solutions simply achieve one thing: better information flow to make your business more efficient. From workforce management to predictive software, our sophisticated technology programs can optimize your sales initiatives and customer relationships.
Dialogue Marketing uses predictive and live workforce management platforms for "Best in Class" call handling performance. We offer integrated CTI with auto population to the agent desktop, web based knowledge management, and on-line CRM tools to help our agents serve your customers with precision and consistency.
Interaction Platform
Dialogue Marketing uses Interactive Intelligence chat/web collaboration technology, with multimedia enhancements, to provide web customers with live support. Collaboration enables our agents to share information with customers online – via web pages, forms, or applications – while conducting a voice conversation or text chat with nothing more than a common browser.
Our unique integration package facilitates services and communications to view all customer interactions – predictive or preview telephone calls, faxes, e-mails, digital pager, internet text chats, web call-back requests, voice over IP calls, etc. This seamless CTI enabled CRM tool creates a personalized experience for each customer.
Workforce Management
Dialogue’s eWorkforce Management is our driving force behind optimized staffing. It provides the following features:
- Forecast multimedia contacts and handle times
- Determine staff and resource requirements
- Schedule staff and resources across all media channels and contact centers
- Track performance
- Synchronize multi-site, multimedia, and multi-dimensional data
- Enterprise wide, consolidated reporting
Integrated Customer Relations Management
Dialogue is your source for both the high-touch and high-tech elements of the CRM equation. Our unique CRM tools include an intelligent communication system, advanced contact center infrastructure, and skilled personnel to serve as your personalized link to each customer. From phones to e-mails to instant messaging, Dialogue builds and manages knowledge systems to maximize your customer relationships.
Customized Predictive Software
Dialogue utilizes Neural technology to constantly learn about and predict the future results of your software applications. With real-time program information, you can immediately utilize Neural technology predictions to improve the value of applications without disrupting your business processes.
Reporting
We supply numerous, easily accessible reports that thoroughly analyze the interaction activities of your specific programs. The real-time reports measure user productivity, monitor the use of system resources, track details of specific interactions, and examine service and performance levels. Also, you can create key performance metrics to customize our reporting. Reports are graphical, tabular, or both, and all reports include web access to data, dashboards, and easy integration
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