DialConnection Announces the Release of IntelligentCall

Berlin, NJ – DialConnection, LLC, an international leader in providing contact solutions, has announced the release of IntelligentCall within the DialIntelligence Contact Center Solution.

IntelligentCall can prioritize callers based on client supplied data such as demographics or scoring models then route the call to the agent with the appropriate skill set. In a utility contact center, CSR’s may take inbound calls randomly. An example of a utility using IntelligentCall; two customers call in, one with a non-critical issue and the other is about to face disconnect and is calling to resolve the issue. The expense of rolling a truck to disconnect and back to reconnect is expensive and not completely recovered with the reconnect fee charged to the customer. With DialConnection’s IntelligentCall, the customer facing disconnect would be prioritized with expectations of resolving the account without disconnect, realizing a significant cost savings to the utility.

In a financial institution or collection agency environment there is an increase in delinquent accounts, IntelligentCall can prioritize incoming calls based on a collectability score, placing callers with a higher probability of payment, ahead of callers that are less likely to resolve the account on the incoming call. Incorporating DialConnection’s IntelligentCall in your contact center will yield greater results.

“As the current economic conditions continue, it is important in any Contact Center to maximize productivity of agents, whether it is to maximize collections or sell a product or service, having agents speak to the people looking to pay or looking to buy will maximize the efficiency of any contact center,” says Ed Fontaine, SVP of Contact Solutions and Marketing. DialConnection has a proven reputation and is committed to providing clients with the most advanced contact center solutions and now IntelligentCall continues that commitment.

“DialConnection remains a leader in client driven contact solutions. Adding IntelligentCall to our DialIntelligence Contact Center Solution strengthens that position. IntelligentCall is another example of analyzing client needs and providing a solution. IntelligentCall allows our clients to maximize productivity of agents by routing incoming calls based on a client supplied score or model then routing to the appropriate agent based on skill set,” said Michael Vesper, President of Dial Connection.

About DialConnection
DialConnection is an international leading provider of contact solutions for the collections, financial services, government, healthcare, investment banking, telemarketing and utilities industry since 1987. DialIntelligence is our complete Contact Center Solution which includes an integrated IVR/ACD with text to speech, Inbound/Outbound Predictive, Power or Broadcast dialing, Call Blending, Call Recording, IntelligentCall a new feature which prioritizes inbound calls based on client supplied data such as consumer scoring models and routes calls based on agent skill sets, and IntelligentData, a new real-time dashboard providing reports or notifications on selected Key Performance Indicators to management through a user customized dashboard, email or directly to a mobile phone. For more information about DialConnection and its solutions visit, www.dialconnection.com