For all businesses seeking greater outbound call volume from their staff, Mitel may have the answer.
Developed by Mitel’s OEM partner Xarios Technologies, MiContact Centre Campaign Manager is an outbound progressive dialling solution designed to turbo-charge your outbound telephone calls. Whether you’re dealing with telesales, sales prospecting, appointment setting, debt collection or data cleansing, the new “Campaign Manager” service could boost your staff productivity by up to 200%.
The full title for the service: ‘MiContact Centre Campaign Manager’ outlines it as part of Mitel’s MiContact Centre software suite. MiContact Centre applications are specifically developed to help contact centres improve staff productivity, while driving positive customer experience (CX). If your business has a high volume of inbound and outbound calls, then this could be the product for you.
Progressive Diallers versus Predictive Diallers
Progressive dialling is growing in popularity just as its big brother the ‘predictive’ dialler, grows less popular, due to all the complaints from organisations and consumers receiving the dreaded ‘silent’ calls.
Predictive diallers make lots of automated calls in the background and when a call is answered, the connection is passed through to an available agent in the call centre. During this transfer, silence occurs on the line, often when an agent isn’t available to take the call. Though that might not seem like a big deal, too many silent calls could mean that you end up dealing with fines, or big problems with regulatory bodies.
Progressive diallers however are much sleeker and much less damaging to your profits. Progressive diallers automate the dialling for the agents, therefore there are no background calls – each call is dialled from the agent’s telephone set instead.
Advantages of Progressive Diallers
Why choose a progressive dialler?
Most companies operating progressive diallers choose them for greater productivity. A progressive dialler is the perfect middle ground between manual dialling, and investing tens of thousands of pounds in a predictive solution.
If you answer yes to the below then progressive is probably the best choice:
- You’d be happy with 100-200 call attempts per day / per agent
- You want a low total cost of ownership (TCO) and ease of management
- You’re starting out and cost plays a large factor
How does it work?
MiContact Centre Campaign Manager is a progressive dialling solution designed to work specifically with the Mitel MiVoice Office 250 phone system. MiCCCM for short is a purely software based outbound dialler that uses the API on the Mitel phone system.
The MiCCCM solution is part of the MiVoice Application Suite and works
in conjunction with Mitel Phone Manager desktop application to provide a dedicated outbound dialler interface for the end user. The software receives lots of R&D by Xarios Technologies and therefore is built on a really intuitive, ultra-modern interface.
It’s worth noting that you can integrate virtually any CRM software with this solution, Salesforce.com, Microsoft Dynamics, Sugar CRM (and lots more) and even bespoke PHP software platforms. In addition, if you require your calls to be recorded, the MiVoice Office Call Recorder provides seamless integration.
Best Features
- Recycling and Callbacks – The software automatically handles rules to recycle a dialled number if the called party does not answer or the user gets voicemail. The user can also book a call back at a specific time and date and MiContact Centre Campaign Manager will automatically make the call at the right time.
- Disposition Codes & Contact Strategy – The software can be configured with “Disposition” codes (also known as “Outcome” or “Result” codes) that control the dialler behaviour and track whether the user managed to contact a “Right Party” and then whether the call was successful. Each Disposition Code can be configured with the appropriate “Wrap up” time after the call before the software dials the next number.
- Real-time and Historical Reporting – MiContact Centre Campaign Manager provides the supervisor with a “Real-Time” view of campaigns so that the quality of the data and the performance of the team can be assessed at a glance. Useful information such as the % Right Party Contact (RPC) and the % Conversion rates are updated for today’s performance.
- Mitel Phone Manager UI – The Mitel Phone Manager client software is configured to function as the MiContact Centre Campaign Manager user interface for outbound users and campaign specific disposition codes and call record data are dynamically applied to user’s screen in real time. Phone Manager is a really powerful app for office users and contact centre agents. No matter what job function your staff performs, Phone Manager is a true productivity enhancing app for Mitel phone system users.
Feature Summary
- Automates outbound dialling for virtually any type of outbound environment
- Simple to import excel call files or CRM data
- Uses the Mitel phone system and trunk lines to make the calls so no additional outside lines required
- No silent or dropped calls
- Complies with both US and UK regulations through do-not-call list management and the Telephone Preference Service (TPS)
- Avoid fines and maintain compliance through time zone awareness
- Call Blending gives priority to inbound calls
- Configurable Disposition Codes for call outcome monitoring
- Real Time & Historical reporting
- Easy to configure and use
Return on Investment for Buyers
- Vastly improves call connect and contact rates
- Leverages existing Mitel infrastructure
- Low cost of implementation
- Users can handle both inbound and outbound calls
- Software license upgrades quick to implement
- Software can be virtualised supporting both VMWare and Microsoft Hyper-V
UC Today Opinion
If you’re a small to medium-sized business with even a small team of outbound staff, then MiContact Centre Campaign Manager is the perfect choice for organising your staff’s outbound dialling productivity. Outbound calling is often a struggle for many organisations, but if done right it can be the life blood of your business’ lead generation, sales revenues and ultimately profits.
“Outbound calling is a tough job, Mitel just made it easier.”
Xarios’ innovative software-only solution is anything but complex, which is often the biggest challenge with other types of dialling solutions in today’s marketplace. According to Chris Harris, CEO at Xarios Technologies, their customers very often receive a return on investment in a matter of weeks, not months. A bold statement, but believable when you see the low cost of entry with this product.
Mitel Channel Partners are encouraged to contact their Mitel Regional Business Manager to gain access to demonstration licences, sales collateral and training courses.
