DCDial is the software we needed for our call center.
Use Cases and Deployment Scope
We had a need for a call provider that was reliable and affordable and in DCDial we found that and more. It allows us to make calls and follow up on them, we also use the text messaging available to keep in touch with our customers through that channel.
Pros
- I like that you can record the call you have with your customers, this way, we can, later on, review it and know the mistakes and successes we had.
- It also allows call routing, so we can channel the different calls to different agents, depending on the customer and their requirements.
- It allows us to integrate to the system, our CRM in use, to have in the same software all the management of activities and tasks. In addition, it has its own API integration to integrate much other software.
Cons
- We have had failures in the connectivity of the calls, sometimes the call hangs and sometimes it does not have good receptivity or is not heard well.
- We have also had problems recording calls, I think these problems are due to the internet connection or the internet provider itself.
- Its interface is a bit overwhelming, they could present a cleaner and simpler design, to create a friendly control panel.
Most Important Features
- Allows you to make calls over the internet as well as send text messages.
- Not only makes calls, but the program allows recording calls so that you can listen to them later and have more time to analyze them.
- It has a simple and efficient call routing system, which allows us to channel calls to different agents.
Return on Investment
- We find this to be one of the most useful call software we have worked with. Since we have been using it, the number of calls handled is higher and our agents work more efficiently, increasing the productivity of the team. It is a simple system to use, once you become familiar with it.
