Healthcare
Investing heavily in systems and applications that
allow us to better serve our client has always been a top
priority at UCB. With the Columbia Ultimate (CUBS) collection
software, and IAT’s CT Center, a fully integrated,
multi-faceted predictive dialer, UCB employs Best Practices
hardware and software configuration, enhancing productivity
and increasing profit for our clients.
Predictive Dialing: CT Center is the #1 choice in predictive
dialers. Agents can use their host screen without toggling
between systems. Training takes less than 30 minutes.
Superior pacing results are achieved with less system
resources through dynamic resource allocation. Capabilities
include monitoring, coaching and conferencing; remote
agent and system management; simultaneous Power, Preview
or Predictive Dialing by agent; passive agents; real-time
pacing by agent and campaign; and inbound/outbound
call blending.
Interactive Call (IC) Outbound: Used alone or with the
Predictive Dialer, this module automatically makes contacts
by phone-daytimes, after hours or on weekends-based on
user-defined parameters.
Inbound: Inbound calls can be blended in with outbound
dialer agents. This allows for inbound calls to be automatically
routed to specified teams allowing optimization of resources
assigned to your portfolio.
Skills-Based Routing: Ensures the right call is distributed
to the right agent at the right time. Routing can be
based on language; account number, balance or age; client
ID; agent skill and/or assignment, DNIS or other user-defined
criteria.
Pre-Announce:
Announces to an operator or an agent not on the Predictive
Dialer that the call on their phone is a CT Center-generated
call. This allows the person taking the call to quickly
type in the account number and bring up the caller’s
information, or to transfer the call to the right recipient.
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