Global Connect, a provider of cloud-based dialing and communication services, has upgraded its GC1 Peak Dialer with new Account Call Escalation functionality and a Call Transfer feature.
GC1 Peak Dialer offers the following new features and functionality:
- Enhancements in Account Call Escalation - This feature now lets clients dial vertically (ensuring that each primary account number is dialed prior to secondary numbers for all accounts), as well as horizontally, using disposition codes. With the enhanced horizontal call dialing feature, the system will continue to dial alternate numbers within a particular account or move on to the next account, depending on the disposition entered by the agent. All set-up controls are configurable by the administrator and can be made in real time.
- Call Transfer - With GC1 Peak Dialer's Call Transfer feature, supervisors can introduce the call to the agent to whom the call is being transferred, drastically reducing dropped calls at transfer, and also transfer calls to agents within or outside of their agent groups, and to individuals not currently logged into the dialer. All segments of the transferred call are recorded and retained for quality assurance and compliance issues.
In addition to the Account Call Escalation and Call Transfers, GC1 Peak Dialer now offers configurable caller ID for manual dialing, increased functionality of API for seamless access to GC1 Peak Dialer, and Do Not Call based on disposition code for individual numbers.
"These recent improvements are the latest example of Global Connect's commitment to consistently evaluate our technology, analyze our clients' needs, and develop the features that will help our client partners succeed in a challenging marketplace," said Darrin Bird, chief operating officer at Global Connect, in a statement. "Based on the feedback we receive on these and all of our dialer features, we'll continue to make improvements with our clients' best interests in mind.
"Global Connect is a true client partner, offering continual upgrades and improvements, with no upfront costs, minimum fees, or double-counting of agent minutes," Bird continued. "We require no long-term contracts, providing extreme flexibility and the highest form of partnership: trust. Our client partners trust that each and every day, the Global Connect team will provide the superior service, transparency, and quality customer care that render long-term contracts and monthly minimums a thing of the past."