"We need to use volunteers for our seasonal fund-raising campaigns, this created issues for us because it was becoming harder and harder for the volunteers to come to our site to use our phone system, etc.. DialTek solved this for us and many other things as well!"

Not-for-profit Charity

Intelligent Skills Based Routing

Call centers handle a wide variety of calls, it’s nearly impossible to provide the agents training for every scenario, especially if the calls are related to technical skills requiring specialized training. Human resource management tools allow you to assign a skill profile for each of the campaigns and agents. An intelligent IVR can also be used to redirect calls to specific skill sets. The skill level defines the call priority and the queue time, the ACD will then distribute each call to the agent with the highest skill set, a delay between skill sets can be defined in order for the call to be handled by a secondary skill level, in the event that the primary skill set profile is not available.