Tiger Dial is a powerful predictive dialer to make massive outgoing calls.
With Tiger Dial you can automate the outbound calls in order to maximize the times of operativity of your call center.
Possible usage scenarios are:
- telemarketing campaigns;
- callback processes;
- IVR surveys processes.
The Tiger Dial Module
When you access to the xCALLY interface, you will find the Tiger Dial module composed by these sections: Lists, Processes and System.
To enable the Tiger Dial module for a specific User you have to follow these steps:
- Go to the Settings -> Users section;
- Find the User of interest and click on Edit;
- Check that the Tiger Dial Module Permission is selected.In the xCALLY Settings -> General you can set the IP Address (or hostname) and the port of the outbound service, in the Outbound tab.
Please check that Tiger Dial is up through the Tiger Dial -> System section (Uptime field).
The Dialing Mode
Preview
Preview dialing enables agents to first view the information about the customer and then requests the system to make the call.
Progressive
Progressive dialing places calls only when an agent is available to handle the call.
Predictive
Predictive dialing optimizes the time of agents by reducing the idle times between the calls. Predictive dialing considers the duration of calls, how long it takes for calls to be answered, and how often are calls answered. When an agent is about to become idle, the system places several calls.
IVR
The IVR is used to deliver a pre-recorded message to a large call list. When a call is answered, the IVR will play an audio file or execute other operations such as collect touch tone key responses.
The Outbound process management
This guide will describe how to manage the outbound process following these steps:
- the creation of the List and of the Process
- the Configuration of the Process
- the upload of the Contacts in the List
- the Run of the Process.
After the creation and the run of the Process, it’s possible to monitor its progress through the Process Summary and Spooler sections.
You can access to the Tiger Dial Analytics in the xCALLY Shuttle Analytics -> Reports section.
Setting troubleshooting
Tiger Dial works on the TCP port 10089. It's important you check the section Settings - General - Outbound, so to have it listening on localhost port 10089 (see please here below).
