Over the last few months at DialogTech we have focused on enhancing our products to improve the way the businesses we serve do business. As you organize your strategy for the rest of 2013, keep these product enhancements in your pocket.
Updated and Organized IVR
As IVR spreads far and wide as a tool for businesses everywhere, we saw the need to incorporate accommodations for international phone numbers. Our system now allows 15 digits in the IVR transfer number field for international phone numbers. That’s not all: customers can now sort IVRs by name, date modified, and number of questions, and building IVR questions that incorporate responses to a previous question is now a breeze. We’ve also made it easier for Call to Record users: the prompts are now audio as opposed to TTS.
New Read-Only Manager Panel
Now your agents who are working from home can have full visibility into the call center, enabling them to collaborate with other reps and make better decisions that sometimes are impaired by telecommunication. Agents cannot change other agent’s statuses or send them messages those abilities are reserved for the full manager panel but they can see who’s on a call, who’s on break, etc., eliminating much of the hassle involved when employees work from home.
Enhanced Reporting
We realized that for nationwide businesses, the ability to distinguish between time zones in reports was important and necessary. More impressively, we have made it easier for businesses to determine return on investment with updates to our Google Universal Analytics integration. Every click to your site from Google Adwords is assigned a Google Click ID (gclid) and in much the same way as Universal Analytics, you can now (as of October) import conversion data with revenue from online and offline sources. Our SourceTrak application captures the gclid for each web visitor and can pass is through in real time to your business’s system of record.
And By Popular Demand the Log Out Button
This one may seem like no big deal, but for those of our existing customers who have been asking for it, this is a triumph. In an effort to make our system easier and more consistent, we have moved the Log Out button to where users expect to find it: in the upper right corner of the interface. It’s the little things.
At DialogTech, we never stop working on ways to make your business better. You’ll continue to hear about our enhancements as we roll them out.