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360osi Integrated Dialler

apd has announced a significant enhancement to it's existing 360osi platforms. Users of the system who include telephone as well as online interviews, can conduct calls using their own personnel, or a preferred outsourced call centre.

The new module to 360osi allows call centres to dial directly into the system to gather information on the customer to be contacted and the questions that need to be asked, and all calls (with the permission of the respondent) automatically recorded.

At the close of the interview, responses to questions and the recording are immediately available and all online reporting is updated.

This enhancement to the system can be used with clients existing call centre operations, or as part of a package using apd's preferred call-centre partner, Call-IT Automotive.

Product Overview

In order to provide our 360osi clients with a complete solution, apd has invested in a predictive dialler platform with integrated call features such as automated scripting relevant to event type, call back if engaged tone or answer phone is reached. The system will also allow timed re-call with automated rescheduling should the recipient request a call at a specific time.

The dialler links to the 360osi data to ensure that every call is linked to the customer record and relevant event which will provide a historical database of activity.

The key to the predictive dialler is the ability to chose different dialling functions such as one-to-one dialling where clients will only be called when an agent is ready to facilitate the call, power dialling where the dialler will automatically call numbers and if an agent if free they will receive the call, or a combination. – apd always recommend one-to-one dialling for an improved recipient experience.

Integrating the dialler to the 360osi system has enabled the existing functionality to be greatly enhanced and provides arguably the most comprehensive customer operational satisfaction reporting available. The ability to have a system with a call function enables clients to purchase a bespoke package specific to their individual needs.