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When you have created a Dial List, assign the list to one or more agents. When the assigned agent, or agents, is ready, the dialer calls the customer—automatically or at the click of a button—on behalf of the agent, connecting the agent and the customer.
Key features of CW Connect
- No on-site dialing equipment.
- Two dialing modes:
- Preview—When an agent indicates that they are ready to take a call, the agent can see the details for the next customer in their Dial List. The agent can prepare for the call, initiating the call when they are ready.
- Automatic—When an agent indicates that they are ready to take a call, the dialer automatically dials the customer's number. The agent can see the customer's details during the call.
- Various ways to create Dial Lists.
- Automatic distribution of customer details
- Online real-time reporting
- Call recording
- Dialer and customer data are co-located in Salesforce
Benefits for agents
- Customer data and CW Connect are integrated—agents do not need to log in to multiple systems
- Single-screen view of upcoming calls
- Agent control of dialing pace
- On-screen call control
- Call hold, call transfer, and call consult options
- Several next action call outcomes
- Easy addition of call notes to customer details in Salesforce—no need to open multiple tabs
- Agents are provided with information about customers, including previous contact history
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