The OpsCentral Blended Contact Center allows agents to move easily between both inbound queues and outbound calling lists. Unlike most vendors, OpsCentral has developed both inbound and outbound platforms in-house. As a result, the Blended Call Center eliminates the technology gap between inbound ACD functionality, outbound dialers, and CTI and CRM integration. What this means for your agents — no more toggling back and forth between outbound and inbound calls.
The OpsCentral Blended Call Center with Active Blending automatically moves outbound agents to inbound queues on a per-call basis when traffic volume peaks. OpsCentral also enables inbound agents to switch to outbound calls during slow periods. The result is customer service and inside sales organizations that respond proactively to customers, improving customer satisfaction scores while also improving the productivity of the organization as a whole.
Increase the number of productive contacts per hour by automatically adjusting your outbound calling operations based on inbound call volume.
Take advantage of a single interface for your blended call center. Eliminate time wasted toggling back and forth between outbound and inbound calls.
Custom Business Rules
Configure Active Blending for your particular business rules to schedule and add outbound follow- ups on any interaction to the queue.