Outbound campaigns, inbound queues and every other channel handled by the same agents on the same screen. Four dialing modes, skills-based routing, recording, and a supervisor console that shows the floor as it is now — not as it was yesterday.
Built for floors where idle agent minutes are the cost and connect rate is the product
Idle agent minutes are the cost. Connect rate is the product. The supervisor needs to see both while there is still time to do something about them — which is the whole design brief.
Manual, preview, progressive and predictive on the same list. Start a new campaign in preview while agents learn the script, then move it to predictive once the connect rate is known — without rebuilding anything.
The predictive engine adjusts its ratio against live connect rate, talk time and free agents, throttling itself to stay under the maximum abandonment rate you set. Occupancy is the goal, not the excuse.
Menus, business hours, skills-based routing, queue priority and callback-in-queue. Callers reach an agent who can actually help them, and the ones who cannot wait get called back instead of hanging up.
The same browser screen takes an outbound campaign call, an inbound queue call, an SMS or an email — with the customer record, the script and the disposition list already on it. No alt-tabbing between three systems mid-sentence.
Supervisors listen silently, coach the agent without the customer hearing, or join the call outright. All three are one click from the live floor view, on site or on a home agent.
Every call recorded and attached to the lead, the campaign and the agent, searchable by disposition and outcome. Pause-and-resume during card capture keeps payment details out of the audio entirely.
Working a list without burning it. Answering a queue without losing callers. Seeing both clearly enough to change them today rather than next month.
The list works the agents, not the other way round — hoppers, pacing, recycling rules and suppression applied before the number is dialed.
Calls routed on skill, language and priority rather than on whoever picked up last, with callbacks that hold the caller's place in the queue.
Every agent's state and time-in-state, every campaign's pacing and every queue's depth on one screen — then the history to back a coaching conversation.
Agent states, campaign pacing and queue depth on one screen, refreshed continuously. The abandonment rate you are actually running is on the console, not in a report someone opens at month end.
Dialers are judged on the first week with real numbers and real agents. We put a single team on it deliberately, before anybody commits a hundred seats.
SIP trunks registered, numbers and caller ID mapped, codecs and routing rules agreed with your carrier. Test calls both directions before anything else is configured.
Lead lists imported with your custom fields, dispositions and scripts set up, suppression lists loaded, and inbound queues mapped to skills.
A live week with one team, starting in preview mode and moving to predictive once the connect rate is measured rather than guessed. Pacing and retry rules tuned against real results.
Remaining teams onboarded from the proven template, capacity sized to peak channels, and supervisors trained on the console they will actually use every day.
No asterisks. If something depends on your carrier, your hardware or your regulator, it says so.
Bring a real list and a real queue. We will connect your trunks, configure one campaign, and show you the connect rate, the abandonment rate and the agent time that week produced.