Call Prompting with Concerto (Davox) system.

[grodriguezma]

Hello all,
I'm trying to find out the way to play a voice recorded message to customer once contacted and before deliver to agent using a Concerto system.
Know anyone if such functionality is available in Concerto system ? If not, do you have any other brand/model of dialer with this feature ?
Thanks in advance

 

[RafaB]

I am not an expert on Concerto, though I would presume this would be possible as it is US legislation to play a recorded message if the call is dropped / abandoned if originated from an automated contact tool.

One of our products, Stratasoft VC2, is certainly able to achieve this, and more.

If you can post what the specific objective is I can dig around and see how to do this on Concerto as we are currently involved in projects where we are head to head against Concerto. I am presuming you just want to announce a general message to all calls rather than a specific message to each contact, please confirm. I believe one of these clients currently uses this feature and can request the configuration.

Regards

Tony

 

[grodriguezma]

Hi Tony,

Our objective is, once contacted (through a Concerto
predictive outbund campaign) play a recorded message requesting a dtmf response from customer, asking if he wish to talk with agent or not. If anwser is yes(dtmf answer=1), Concerto sends that call to an available agent for campaign, if not (dtmf answer!=1), drop the call.
Message is not specific for each contact but for campaign (or application).
Predictive operations, would'n be impacted by playing message, that is to say, during message agent can't be allocated for call.
I know the 'message on hold' feature for Concerto; if no agents available, system plays an announcement...but if agent becomes available during message, customer is transferred . One of the requirement is to allow customer the chance to listen the whole message.

thanks

 

[RafaB]

Good afternoon

I'm sorry I've been off work for a little while. My client does not use this feature and is unsure whether this is possible with Concerto so I can't help on advice with the concerto any further.

I appreciate you have invested heavily in this platform so it would not be prudent to approach you regarding our software. However if it could be of interest please let me know.

Regards (and good luck)

Tony