Dialer Solutions

Increase productivity by 300%

“If your business makes lots of calls, a dialer may be just right for you”

Increase your productivity by 300% and achieve more in less time with our hosted pay-as-you-go dialer service. You have the flexibility to prioritise campaigns, call queues, agent priorities, lists, inbound call processes. The service is fully scalable, from 1 – 5,000 operators.

With the Firstcom dialer you can expect to increase sales, talk time and penetration rates.  As it is cloud-based, our platform is easily adopted and rolled out with no software to install.  As well as being a perfect tool for call management, it offers a range of live reporting, analytics and clear compliance benefits.

The Firstcom dialer integrates with Salesforce and Zendesk CRM as standard.  We also offer a range of bespoke integration options.

The Firstcom predictive dialer solution is feature-rich and includes:

Full reporting and cost audits

Full visibility of what your staff are doing at any time

Different permission levels allow staff to access the resources they need without exposing your business to unnecessary risk

Full audit trail so you can see exactly who changed which settings and when – all at no extra cost

Transparent billing, giving you instant access to a real-time view of the cost of each call, each site, along with your current credit balance.

Predictive Dialer Solutions & Reports

“The Firstcom dialer platform can help you enforce compliance”

There are three dialling modes that you can use with the dialer – preview (lets you preview info before a call), progressive (one agent to one call) and predictive (for every one agent, multiple calls are placed simultaneously).  Predictive mode is very effective when used correctly.  With the Firstcom dialer used in predictive mode, there is an algorithm to assess the number of available agents, data and the history of the data that predicts how many concurrent calls can be made to keep agents busy whilst keeping abandon rates to a minimum and monitoring the number of those abandons.

Answer-machine detection in some dialers can be one cause of abandoned calls, where the dialer misdetects a person for an answer machine. The Firstcom dialer algorithm minimises the risk of these false positives by passing any such calls through to agents.

Many organisations have to record and retain calls to comply with regulations governing their operations, e.g. FCA-regulated organisations.  With the dialer’s built-in optional call recording feature, this can easily be accomplished.

Dialer Integration

The dialer API (application program interface) enables clients to integrate key business workflows as well as applications such as lead management tools and CRMs.  This effectively means that clients can integrate with other systems without third-party involvement.

The dialer platform directly integrates with several major CRMs, including Zendesk and Salesforce.

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What our customers have to say

Tony Robinson – Via Clinic

I have been using Universe for 5 months now and have to say it is the most user friendly unified communications product I have seen. My customers love the voice quality and as a company our productivity has been aided by the range of advanced features it offers.

Customer Testimonial - Amtech Business Solutions logo
Dave Melin, Managing Director and Founder of Amtech Business Solutions

Working with a service provider who listens and takes feedback on board is a refreshing change! We love the fact that we are listened to and we can affect change. Secondly, we feel that the values of Firstcom closely match the values of Amtech, so working in partnership with them ensures that our services are cost-effective, reliable and tailored. As technology evolves so quickly, having a partner who is agile and flexible ensures we are always competitive with our customers and able to provide profitable solutions.

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James Partner, Managing Director of Oasis Technology.

I really cannot praise Firstcom highly enough. Without exception, every single member of their staff are a joy to deal with. They are professional yet friendly; know their product inside-out, and of paramount importance to us they take time to listen to and understand our needs. They are truly the communications provider we had been looking for, for such a long time. All I can say is that I wish we had gotten to know them a long time ago!

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As well as any regulatory obligations that you are required to comply with, there are clear benefits of automating your payment processing:

  • Payments can be made at any time of the day, not just during office hours
  • Card payment transactions are secure
  • Some customers prefer to pay by phone/without human interaction
  • Calls can always be transferred to a live agent on request
  • Reduced call handling costs: why pay someone to do the job that a computer can do?
  • Reduced call traffic and call wait times
  • Optional payment confirmation SMS to customer
  • Fixed cost per transaction
  • Real-time payment processing and reporting, on-demand reporting
  • Daily reports for all calls, payments made, failed payments and exit points.

“In simple terms, a payment IVR allows the caller to make a payment by phone at any time of the day and without the need for human interaction.”

The Firstcom Payment IVR allows you to process payments in a number of ways:

  1. Your agents answer payment calls and transfer calls to the IVR platform at the point in the conversation when they need to take payment. The caller uses their telephone keypad to enter their card details. The caller concludes the call or selects to reconnect with the agent.
  2. Your agents stay on the line and guide the caller through the payment process. The caller enters their card details through their telephone keypad. The agent doesn’t see or hear cardholder data. Minimal agent intervention is needed and the system hides card entries on the agent screen, blocks the DTMF tones from being recorded and notifies the agent of payment confirmation.
  3. The customer calls a dedicated automated payment line or calls your main number and selects the option to pay by self-service. The IVR processes payments and handles balance enquiries without the need for live agents, significantly reducing operational costs, freeing your resource from high volume, routine transactions whilst offering your customers a service that is conveniently available to them 24 hours a day with no queuing or wait time.

You can mix and match the above options as required.  For example, one Firstcom client always has option 3 available via its main switchboard, uses option 2 in its debt collection team during contact centre opening hours and switches over to option 3 for this team during closure.

Your solution can be seamlessly integrated with your existing systems to allow real-time checks of information such as references and outstanding balances. Real-time data-feeds back into your systems are also available as soon as a payment is made.

The payment IVR guides the caller through the payment process. The caller keys in all the data requested. If all verification checks are successful, the transaction is completed. The caller can opt to receive a confirmation SMS and your business receives a transaction report. At any time during the payment process the caller can opt to be transferred to a member of staff. Call transfer logic is used for error and exception handling.

You can offer payment processing as a self-contained interaction or callers can be directed to a payment IVR after having spoken to an agent, with the caller coming back to the agent for call closure as appropriate. Alternatively, with the Firstcom dialler platform’s conferencing technology, you can offer the customer for the agent to be present on a call during an automated IVR payment – the customer goes through the call flow and at the point of payment the card details are input as DTMF tones via the customer’s keypad. Since there is no manual intervention while entering card details, the service is secure and PCI compliant.

A 24 hour self-service payment service is a very effective way to offer a broader,  better service to your customers whilst minimising staff costs.  It has also been shown to improve collection returns.

Call centre agents can account for 70% of the expenditure in call centres.  Using automation frees up the most expensive cost of collections – your staff – to deal with the more complex cases.  This two-pronged approach can drive down the cost of collections and increase the returns.

Self service enables you to extend opening hours without the need to extend your staffing budget by employing more staff or paying for more hours.

Some studies show that over half of customers prefer automated self-service and see it as less intrusive than dealing with humans.