FY 23
AutoReach continues to invest heavily in R&D so that our customers can stay competitive and maximize efficiency within their contact centers. See below for a summary around our FY23 Release notes.
Outbound Modes
- Broadcast SMS
- Predictive Dialer
- Progressive Dialer
- Parallel Dialer
Integrations
- AutoReach for Vonage
List Management
- Lead Routing
- Intelligently distributes records to agents based on proficiency weights, ensuring efficient workload management. For example, if Agent A is twice as proficient as Agent B, they will receive two records for every one record assigned to Agent B. Agents are restricted to dial only their assigned records, streamlining the process.
- Potentially Actionable Task
- This function estimates the total count of call tasks required to be completed by all agents.
- Relative Date Field
- A new operator in the dynamic list rule builder that enhances flexibility and precision in list segmentation. It includes relative time operators like 'yesterday', 'today', 'tomorrow', as well as 'last', 'this', and 'next' for broader time frames such as week, month, quarter, and year.
- Imports
- Provides a comprehensive history of all CSV imports. It displays key details for each import, including the import date, completion status, the quantity of records imported, and the name of the individual who performed the import.
Agent settings
- Call Centers & Coaching Teams (Dialpad-specific)
- Agents can be assigned to various call centers within Dialpad. Our improved Agent Settings now allows you to select which call center that you’re calling from. This is important when you’re required to call from a shared number. Additionally agents can dial outbound with a coaching team for disposition purposes
Cadences
- Cadence Step SLA
- Defines the expected time frame for completing each step in a cadence. It sets clear service level agreements (SLAs) to ensure timely progression through the cadence steps.
Reporting (CM only)
- History Tab - essential for tracking and understanding the progress of a list in a campaign, offering comprehensive insights with these key functionalities:
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Status Breakdown: Records are categorized into distinct statuses including 'Responded', 'Did Not Respond', 'In Progress', 'Removed', and 'Cancelled'. This categorization provides clarity on the current state of each record.
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Campaign Overview: Users can view all records added to a specific campaign, noting their current status and their position in the cadence process.
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Activity Timeline: The tab includes a feature to view the timeline of all outbound activities against an individual record. This helps in tracking the history and sequence of actions taken for each record.
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- Goals
- Enables setting and tracking call targets for agents within a defined period. It provides a clear view of agents' performance against these targets, offering immediate insights into their productivity. Additionally, it includes a trending analysis feature that projects performance trends across the next three periods.
- ICP
- Offers a detailed breakdown of the titles, states, and countries being targeted in call campaigns
FY 22
AutoReach continues to invest heavily in R&D so that our customers can stay competitive and maximize efficiency within their contact centers. See below for a summary around our FY22 Release notes.
Dialing Sessions
- Call scripts (CM only)
- Call scripts provide a specific talk track for your agents to follow and also helps with message standardization across your contact center. Admins can assign a script per cadence step and agents can toggle between different call scripts while on a call.
- This is a Campaign Management-specific feature. Standard includes static call scripts while Enterprise includes dynamic.
Agent settings
- Call Centers
- Agents can be assigned to various call centers within Dialpad. Our improved Agent Settings now allow you to select which call center that you’re calling from. This is important when you’re required to call from a shared number.
Cadences (CM only)
We’ve launched two new cadene types so that you can now provide a multi-channel outbound approach
- SMS: AutoReach will automatically send an SMS message on behalf of an agent. Admins can create SMS templates with field merges from AutoReach CRM, and then apply the templates on the cadence step level. Here are some additional settings that can be applied
- Cancel forward steps after SMS replies
- Cancel SMS tasks that don’t have all custom fields present. Results in manual actions to unblock if checked
- Manual: this allows agents to carry out tasks that don’t involve dialer calls and automated SMS messages. An example of a manual cadence task might be to send someone an email or add someone on LinkedIn. Once manual tasks are due, they will appear under the Launch > Action Required section where agents can mark manual tasks as completed and successful.
Reporting (CM only)
We’ve now added visual reporting so that you can better track and measure your campaigns and agents.
- Dashboards (Calls)
- Dashboards can be sorted by agent, timeframe, campaign/list, cadence step, and time zone
- Metrics include total call completed, calls outstanding, successful vs unsuccessful, call success rate, call talk time, and calls add to the DNC list
- Outbound Call Activity by Time of Day will plot out call activity over time broken down by 24 hours in a day and 7 days in a week
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- Best Time of Day to Call by Connection Rate will plot out call activity based on a successful outcome via dispositions or the call successful button
- Leaderboards (Calls)
- Agents get stack ranked and sorted based on the highest volume of call activity. The metrics from the Dashboard (see above) will also appear here broken down by agent
- Dashboards (SMS)
- Dashboards can be sorted by agent, timeframe, campaign/list, cadence step, and time zone
- Metrics include total messages sent, replied, unsubscribed, reply rate, and unsubscribe rate
- Outcome Message Activity by Time of Day will plot out SMS activity over time broken down by 24 hours in a day and 7 days in a week
- Best Time of Day to Message by Reply Rate will plot out SMS activity based on a SMS response by the receiving record
- Leaderboards (SMS)
- Agents get stack ranked and sorted based on the highest volume of SMS activity. The metrics from the Dashboard (see above) will also appear here broken down by agent
Account Settings
- Allows Reps to see leaderboards
- Enabling this setting allows you to foster friendly competition with your contact center. Previously only admin could view leaderboards
- Pause Forward Tasks with Active Callback
- Enabling this setting allows you to temporarily pause all future cadence steps if a scheduled callback is created by an agent. The record will remain in a pending callback status and will only continue in the cadence until the scheduled callback is complete
- Restart Inbound Automatically
- Enabling this setting automatically resumes a dialing session once an agent completes an inbound call as result of blended dialing. If this setting is not enabled, an agent will need to click the Resume button in order to continue with calls.