Frequently Asked Questions
- What is the Callfinity's ContextIP™ product?
- ContextIP is the trademark for Callfinity's contact center suite of products. It includes our ContextACD, ContextPBX, ContextIVR, ContextDialer, ContextRecorder, and ContextCRM. ContextIP is available either as a complete and integrated suite or as individual modules that integrate with existing systems.
- How does one transform their Call Center to a Contact Center?
- By transforming your call center into a contact center, your customers can get a hold of your agents no matter what their desired communication method. Better yet, contact center agents can reach out to customers at a moment’s notice via email, phone, or live chat. Learn how to make the transformation using Callfinity’s products and expertise.
- We're trying to figure out if we should choose an on-premise or hosted solution. What’s best for my business?
- Many businesses contemplating this crucial decision-making process assume that selecting a hosted or on-premise solution is an ‘either or’ proposition. Proponents of on-premise solutions will argue that if you’re concerned about call quality and security, a hosted solution isn’t the right choice for you business. On the other hand, hosted solution supporters will lead you to believe that on-premise solutions are expensive and require a substantial amount of resources to maintain.
But before you begin to assess which option is right for you, it’s important to realize that choosing one option over the other doesn’t necessarily mean you’re stuck with that particular contact center solution. Although cost-savings vs. call quality is a primary comparison point, this mentality fails to take one key factor into consideration… ‘change.’ Organizations change, they grow, and sometimes a solution that may be a perfect fit one day turns out to be a monetary drain several years down the road. - I need to purchase an automated dialer for my call center. What options do I have?
- There are currently three classes of large scale automated dialers: preview dialers, progressive dialers, and predictive dialers. With a preview dialer, agents initiate the call by clicking on a phone number that has been programmed into the dialer. This method assures that an agent will be available if a connection is made. A progressive dialer monitors an agent’s status and then initiates outbound calls only when an agent is available to take the call. Like preview dialers, this method assures that an agent will be available when a connection is made, but the timing of the call attempt is determined by the device, not the agent. Predictive dialers use sophisticated algorithms to predict when an agent is available to take a call. They automatically place calls from call lists, detect a live answer, and then direct the call to an available agent.
- We need a custom solution built but it requires a great deal of system integration. Can Callfinity help?
- Callfinity understands that some customers will require additional services that our main product set does cover, including customizations to our existing products, integration with other systems, and even customized software development.
As an organization dedicated to contact center and conferencing software and customization, we have a 9 year history of providing these and other consulting services to companies of many sizes around the world. More about our custom solutions and system integration. - I work for a small business trying to find new ways to market our product. Would Callfinity be interested in becoming a partner?
- Perhaps, yes. The Callfinity Alliance Program enables other software, technology and consulting companies to approach Callfinity and by extension, our customers, with solutions that complement the Callfinity suite of products and services. More about our Callfinity Alliance Program.
- We’re considering implementing call scripts in our call center. What are the benefits of this and how can Callfinity help streamline this process?
- Your customers don’t want to hear a rep reciting the same information every time they call. They want to feel significant, important, and special. At the same time, your employees want to learn new things and develop their skills. Forcing a rep to rattle off the same information on a regular basis may result in lost desire and boredom, which can only further derail your sales and retention objectives.
As a result, Callfinity offers a variety of flexible, responsive, and customizable products that provide administrators with the tools they need to execute flawless scripts. Callfinity’s solutions provide extensive feedback and clear statistical analysis, making it easy for you to track employee performance and determine which scripts are receiving the best results. Learn more about call scripts.
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