During office hours, the CT Center IC Inbound module answers and seamlessly routes calls to agents who are logged onto the dialer as available to receive inbound calls. Call Blending allows all agents to maximize talk time by taking both inbound and outbound calls.
Inbound includes a choice of prompts for language, extension number and account number. The language prompt enables the caller to hear any additional prompts in the language selected. A live response to the account number prompt simultaneously delivers the call to the designated agent with a “screen pop” showing account information. Calls can also be routed by extension number, line number answered or DNIS.
Real-time integration (RTI) enables routing based on agent assigned to the account, account balance, account age, account type, client, etc. Collectors are more productive when account information is pre-screened and calls are precisely routed.
Before and after office hours, or when all agents are busy, Inbound answers calls and allows debtors to select payment options or pay by phone 24/7. RTI between CT Center and the host system is not required, but it ensures that account information is both available and up-to-date. Standard reports show after-hours activity on accounts that can be keyed into the host system by agents.
IAT currently has Real-Time Host Integration with the following Host software: Columbia Ultimate, Commercial Legal Software (CLS), Debtmaster, Debt$Net, Cybersoft.
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