Blended

Call blending gives the ability to deliver both inbound and outbound calls seamlessly to the agent, regulating outbound call volume based on inbound traffic. When inbound traffic is low, outbound calls are automatically generated for a specified campaign.

A call center that allows agents to both make and receive calls as demand and strategy dictate. Combining automatic call distribution for incoming calls with predictive dialing for outbound calls, it makes more efficient use of an agent as each can handle the overflow of the other. Call blending gives the ability to deliver both inbound and outbound calls seamlessly to the agent. A blended call center with this technology reduces the amount of idle time each agent experiences. In other words, a blended call center with a distribution system can raise agent productivity.