She handles the easy, repetitive calls that shouldn't require an expensive live agent. Example: status of a vehicle in a dealership service department.
She knows who is available to take a call and how each available agent is performing. She also anticipates each customer's reason for calling, so connections are managed in real-time for optimal results.
She listens and reviews every single inbound and outbound call. She evaluates whether any follow-up activity would be helpful and notifies the right people for action.
She sends every agent a daily summary that scores and recaps every call the agent handled the previous day. See what went right, what went wrong, and how that stacks up against performance benchmarks.
She takes all of the intelligence compiled for routing the call and puts it in front of the agent via an easy screen-pop. Check out Cari's UI here.
She integrates with your bid management system to automatically filter for legitimate conversion events. She also associates the off-line conversion details to the visitor's cookie, so future conversions can be properly attributed.
She dynamically manages the outbound caller-ID number to give agents a better chance of connecting with the customer. Example: if a customer previously called your car dealership from a number listed in an email campaign, then Cari will display that line as your agent's caller-ID phone number on the next day's outbound call.
She filters, assigns, and summarizes CRM records. Phone leads are posted along with detailed descriptions of what happened on the calls.
She protects companies that handle sensitive data over the phone. She identifies risk factors on each call and ensures compliance with TCPA, HIPAA, PCI-DSS, and other regulatory requirements.
"The Cari Live Calls dashboard provides the ability to actively watch calls without spending time looking through each agent's dashboard or activities. The capability to click the 'Open In CRM' button while on phone calls has also been a huge time saver. I've easily been able to find active opportunities that have not been entered into our system; [Cari Connect Live Calls] has saved countless deals for our dealer group since we've started using it."