Blended Contact Center
Blended dialer offers an option of having both, inbound and outbound calls on the same number. This could work with either a dedicated set of agents for inbound calls and outbound calls respectively, or with an option for an inbound calls agent to be able to make outbound calls too.
It offers sophisticated features that save time for both, the customer and user and in return save costs for companies:
Automatic Call Distributions: To manage calls based on priorities to ensure most critical queries are responded to first.
Call Recording and Playback: To enable highest quality of service and authenticity of information shared by agents with the customer.
Predictive Dialer: Saves time by automatically initiating a call with the next prospective lead.
Whisper and Barge-In: Allows supervisors and managers to listen in on a call and recommend action to agents or interact with the callers.