Twilio outbound calling scriptWrite some Software

Outbound Cloud Based Calling System Requirements 1. Daily Extraction of Customer Orders from Amazon A will automate the DAILY process of extracting the required data from Amazon -and- uploading the data to our Contact List. 2. Automated Dialer (Preview Dialing) Preview dialing allows agents to tailor the conversation for each call according to the company�s history with the customer. To increase productivity, administrators can control how much time the agent has to review the contact�s details and history before the system automatically dials the customer�s number. 3. Answering Machine Detection If the agent reaches an answering machine, the system will leave a message that has already been pre-recorded ... this function will happen in the background allowing the agent can move on to the next outbound call. 4. Time Zone Rules Dialing The system will allow calling times to be set based on area codes ... for example, we may want to set weekend calling hours to be between 10:00am and 5:00pm ... while it may be already 5pm in New York, it is only 2pm in California, thus we can still make calls to California ... And to be efficient, it might be a good idea to start making calls to the east coast and work our way west ... 5. Local caller ID to connect with more live prospects We cannot afford to do this right now because Twilio charges $1 per month per phone number, HOWEVER this would be practical once we have many clients using the system ... The theory is that if you are calling someone from what they perceive to be a telephone number from their local area (e.g. my area code is 702) they will be more likely to answer the phone than if it looks like someone is calling them long distance... 6. Campaigns Automation of outbound dialing typically triples the amount of time agents spend talking to real prospects and customers instead of dialing numbers. The predictive dialer will run through call lists across multiple campaigns, detect voice mail, fax machines and busy signals. It will also automatically adjust the dialing pace according to predicted agent availability as well as evenly distributing outbound calls among the agents on duty. Agents can schedule call-backs or other necessary actions (e.g. issue refund, send free product, etc) and all calls and notes are automatically saved in the Contact List database. 7. Contact List Management The Contact List is a database that agents can access and update as they interact with customers. Agents can look up contacts and (if necessary) dial the customer directly from their contact data (i.e. each displayed phone number is a clickable link to make an outbound call) and all calls and notes are automatically saved in the database. The database has a complete historical record of all sales, returns and customer interactions. 8. Agent Scripting Call scripts specific to the product(s) or situation (e.g. happy customer, unhappy customer, etc). Call scripting ensures consistent sales call handling, even by less experienced agents. The agent scripting is flexible in that it allows administrators to easily define a series of questions and agent-entered responses that will help agents work through a predictable, branching conversation. 9. Monitoring, Productivity & Reporting Supervisors have the ability to monitor agents outbound calls in real time. Utilizing a feature called "whisper and barge", supervisors may make comments or suggestions to an agent that cannot be heard by the customer -and- if necessary, the supervisor may jump into the outbound call and speak directly to the customer. Agents may transfer calls to a supervisor or another agent if necessary. Additionally, all agents calls are recorded. Agent's productivity will be tracked on a daily basis and various reports analyzing their results will be generated.