Avaya IP Office in Telemarketing
and Outbound Call Centres

- Increasing user productivity and providing better management control

The Adaptive Progressive and Predictive Diallers enable the Avaya IP Office to be the foundation of a true outbound call centre.  Options exist for Business to Business calling (Progressive Dialling) and Business to Consumer calling (Predictive Dialling).

The Avaya IP Office has a unique feature whereby calls can be generated by the Adaptive software without the need for additional hardware to exist in the switch, thus reducing the cost of the solution.

• Adaptive Progressive Dialler
  Adaptive Progressive Dialler provides the ability to automate outbound dialling.  A Progressive dialler uses the phone on the user’s desk to initiate the call.  This means that every call is fully attended by the user and there is zero chance of a “silent call”. This type of dialler is typically used when calling businesses and to numbers where there is a high likelihood of calls being answered. 
  
  The Adaptive Progressive Dialler includes Adaptive CTI Professional and can be used with common CRM systems like GoldMine and Salesforce.com, with call centre applications including CallScripter and with any other database that can be navigated using the computer keyboard. 
  
  Data can be imported into the Adaptive Progressive Dialler using CSV files or automatically (and scheduled) using SQL or other ODBC compliant databases. A comprehensive Management Console is also included.
  
  
• Adaptive Predictive Dialler
  Adaptive Predictive Dialler is a dedicated outbound solution that can dial multiple numbers per free agent. This type of dialling is typically used when calling consumers or making calls to numbers where there is a low likelihood of the call being answered.
  
  The Adaptive Predictive Dialler includes Adaptive CTI Professional and can be used with common CRM systems like GoldMine and Salesforce.com, with call centre applications including CallScripter and with any other database that can be navigated using the computer keyboard.  It supports Progressive, Overdial and Predictive dialling modes.
  
  Data can be imported into the Adaptive Predictive Dialler using CSV files or automatically (and scheduled) using SQL or other ODBC compliant databases. A comprehensive Management Console is also included.