The GOautodial CE Application (also called “GOautodial app”)is the next generation open source multi/omni-channel web based contact center application. Unifiying the former GOautodial individual applications (GOadmin, GOreports and GOagent) and integrating them with other open source applications to create a user-friendly and intuitive contact center web app.
By using modern standards and technologies, the “GOautodial app” is your easy to use and manage multi/omni-channel contact center web app.
Major Features:
Multi-channel contact center application (voice and non-voice)
- Predictive dialer + Inbound IVR and ACD
- Customer Relationship Manager (CRM)
- Ticketing system (under development)
- Live chat (under development)
- Social media (under development)
Call Management - Dedicated Direct Calling User Extensions
- Personal Voicemail & Team VoiceMail
- Outbound Calls – Manual, Preview, Auto and Predictive
- Inbound calls – Automated Call Distribution (ACD)
- Blended calls (Inbound, Outbound)
- Scheduled callbacks (Manual & Auto)
- 3-way Conference and Call Transfers
- Interactive voice response (IVR) with Campaign/Queue
- Broadcast and Survey Dialing
Campaign Management - Multi-Lead List per Campaign
- Agents Allocated Simultaneously Multiple Campaigns
- Campaign Defined Scripts
- Custom Caller ID – Campaign Specific
- Custom Call Statuses and Call Dispositions
- Dynamic Area Code Caller ID
- Hotkeys for quick hangup and call dispositions
- Filter Leads (Dynamically Exclude Numbers from Lists)
Compliance - US, UK and Australia telemarketing compliance
- Drop timer with safe-harbor message for FTC compliance
- Call Recording & Voice Log Storage
- Full Call Recordings or on-demand
- Option to Store Call Recordings on your own FTP server
Lead Management - Upload and download of customer lists
- Leads Filtering
- Leads Recycle
- Internal DNC and Blacklist
- Leads Timezone Restrictions
Supervisor Management - Real-time Dashboard
- Listen-in, Barge-in & Whisper
- Force Log-out
- Reports and Analytics
Team Management - Multi-Group, Multi-Campaign Assignments
- Skill-Rating based Agent priority routing
- Support Remote and Mobile Workers