Solutions

Knowlarity offers you i.e its Customers a host of different calling Solutions ranging from Incoming to Outgoing. Based on your business requirements we offer different kinds of calling solutions you can use to connect with your Customers on a day to day basis. You can select the required Solution type from the All Solutions dropdown to view the filtered data. Following are the solutions on offer:

• IBD : This refers to the various types of Inbound calls which are received when a Caller calls in on a Business/SR number and can be categorized as follows:
  • Regular Inbound Calls: Where Callers call in to get connected with an Agent either directly or post selecting an input within the IVR for having their queries answered.
  • Informational IVR: Where Callers call in to listen to the information available across the various IVR menu options (without any call transfer to an Agent).
  • Missed Call: All incoming calls are auto terminated after 1-2 rings and Lead details (i.e. contact number) is captured.

• OBD: This refers to Outbound Dialing i.e. pure automated Outbound calls. There are various categories of OBD calls:
  • Voice Blast: This is the simplest form of OBD where a pre-recorded voice message is broadcast to a large user base.
  • Voice Blast + Feedback: Also known as OBD with Feedback, is another category of calls where the pre-recorded message is followed up with a Questionnaire/IVR to capture Customer feedback and/or transfer calls to Agents.
  • TTS based OBD: This refers to outbound calls which utilize Knowlarity’s AI based Text To Speech (TTS) platform for converting text to speech (voice) in real time.
  • TTS based OBD + Feedback: This refers to the above scenario followed by a feedback IVR and/or call transfer to Agents.

• C2C (Click-to-Call): This solution is all about Manual Outbound calling for reaching out to the customers in real time via Transactional (with CLI support for higher call pickup ratio) or Promotional lines. C2C calls can be of two types:

  • Type 1 (default): Calls where the system dials Agent first and Customer second.
  • Type 2: Calls where the system dials Customer first and Agent second.

• OTP: This refers to a high priority manual outbound call (~ real time) where the system dials out only 1 party i.e. Customer. This solution is specifically designed for businesses having a need to deliver an urgent message to their customers, ex: an OTP over a call or a business transaction related confirmation.

• IBD-CC: This refers to Inbound Call Center where Customer calls are handled smartly via intelligent Call Hunting Strategies and Call Groups to ensure minimum TAT for connecting with Agents. Supervisor/Admin can also monitor & track Agent performance/availability via the Live Calls Page while also performing actions like Barge/Whisper/Snoop.

  Note: The following scenarios will not reflect as “Solution Type = IBD-CC” under Analytics, Reports & Logs but instead reflect as “Solution Type = IBD”.

  • In a DTMF (Input) based IVR should a customer not provide any input hence call does not reach the call queue node.
  • In the scenario where under a Call Center account the IVR configured does not use the “Call Queue” node but instead is configured with a “Call Transfer“ node.
  • In the scenario where under a Call Center account the IVR configured does not only use the “Call Queue” node but also uses a “Call Transfer“ node. In said scenario only if the call reaches the Queue then we will populate it as IBD-CC call.

• Progressive Dialer: A Progressive Dialer smartly makes automated calls one after the other from the calling list/phonebook, only when there is an Agent available to take calls. It helps increase Agent Productivity and leads to more productive interactions with Customers/Leads.

• Predictive Dialer: A Predictive Dialer makes multiple automated calls to Customers/Leads at a time. Knowlarity’s Predictive Dialer ensures a steady flow of calls for Agents by allowing users (i.e. Admin/Supervisor) to alter the Dialing Ratio (manually). The system dials a fresh set of Leads as soon as Agent wraps the previous call, thereby ensuring that by the time Agent completes their Wrap-Up time a Customer is ready to be connected.

  Note:

  • The dialing ratio is not auto adjusted by the system and can be adjusted manually if needed.
  • While the system dials out fresh batch of leads basis the selected Dialing Ratio for any Agent, it is common to observe a slight difference in the CDR timestamp.