What was it designed for?
Expected number of calls per agent per day
Increased calls = increased success rate
Telephone integration (CTI)
Dial directly from the CRM
Used in call centers to define which records each agent will call
Call next record
Ease of moving to the next record to call
Action call-backs at the right time
Call logging and result workflow
Call scripts and Call Guides
Ability to manage an appointment calendar
Email marketing capability
Number of databases
eg for outsource companies, company departments, data management
Manipulate data in bulk
Data privacy management
GDPR and privacy control
Induce competitiveness in the sales team
Data backups and restore
Ability to restore data to a previous backup
User screen design
High volume outbound calling and associated tasks, including email marketing
Preview dialing, auto-dialing and hangup. Out-of-the-box integration with a wide variety of phone systems, including TAPI and the low cost FIVECRM VoIP
Out-of-the-box. Can be predefined in the User Profile for each agent.
Out-of-the-box. Single click to save the current record and dial the next one.
Call-backs presented automatically at the right time. The user can filter manually.
Wrap-up section used to select call outcome, set call-back, type notes and initiate workflow. Easy workflow configuration for call and data management. Automatically shows next record to call.
Extensive call scripts and also call guides.
Out of the box.
Advanced multi-step campaigns, one-off/scheduled/dynamic/triggered with link tracking and unsubscribe management.
Out-of-the-box capability to create up to 999 databases.
Extensive bulk data management functions, including assign, update, copy, move, import/insert/update,export,deduplicate, delete
Extensive functionality to manage contact channel permissions and all lawful basis.
Standard. User defined fields and extensive screen layout options.
Live phone, chat, email support included. Maximum 4 hour response on emails. UK hours: 8:30am - 10pm; US hours: 8:30am - 5pm EST
General customer management, deal tracking, marketing
No auto-dialing. Up to 33 hours of calling per month (ie only 1.6 hours/day). VoIP option has limited function.
Each user needs to use the filter function. Lists cannot be assigned to users.
Manually find the next record to call.
Users must each use the Task screen to manually view scheduled calls.
Can log a call and set workflow but the system does not automatically show the next record.
Not available in this product
No bulk data management
Cannot deal with lawful basis other than "consent".
Separate paid service needed
Cannot change screen layout.
Various support options depending on edition.