Overview
CallHub is a comprehensive cloud-based contact center and campaigning platform designed to streamline and enhance outbound and inbound communication campaigns. Here’s an overview of what the product does and its key features:
Core Functionality
CallHub is an all-in-one communication platform that facilitates calling, SMS texting, voice messaging, and emailing, allowing organizations to engage with their users through multiple channels. It is particularly suited for outbound calling campaigns but also supports inbound calling and other forms of communication.
Key Features
Automated Dialers
CallHub offers several automated dialers, including Predictive, Power, Robo, and FastClick dialers. These tools significantly increase calling efficiency, with the Predictive Dialer allowing agents to make up to 3X more calls per hour by connecting them only to answered calls.
Dynamic Caller ID and Local Presence
The platform features Dynamic Caller ID, which automatically switches the outgoing number to a local number based on the contact’s location, increasing call pickup rates. This feature is available in over 150 countries.
Answering Machine Detection and Voicemail
CallHub includes Answering Machine Detection (AMD) that can skip answering machines or drop a pre-recorded voicemail, ensuring that agents focus on real conversations.
Personalized and Branching Scripts
Agents can use personalized calling scripts with merge tags that are replaced by real values during the call. The platform also supports branching scripts, which guide agents through conversations based on the contact’s responses.
Data Collection and CRM Integration
CallHub allows for the collection of data through surveys, call dispositions, and other interactions. This data is synced with popular CRM software like Salesforce, NationBuilder, and NGP VAN, ensuring seamless data flow and personalized future outreach.
Text Messaging and Voice Broadcasting
The platform supports peer-to-peer SMS, bulk SMS, and voice broadcasting. Agents can engage in one-to-one conversations via SMS, send bulk messages, and deliver personalized voice messages to large audiences.
Compliance and Spam Protection
CallHub ensures compliance with regulations like SHAKEN/STIR and TCPA. It also features a Spam Label Shield to protect calls from being labeled as “Spam” or “Scam Likely,” improving contact rates.
Remote Agents and Scheduling
Agents can join calling campaigns remotely using a standard internet connection and the CallHub app on their smartphones. The platform also allows for scheduling callbacks and automatically dialing contacts at the scheduled time.
Advanced Analytics and Reporting
CallHub provides detailed insights and analytics, enabling data-driven decisions. Users can track call metrics, calling activity, and agent performance in real-time.
Additional Features
Other notable features include IVR (Interactive Voice Response) for managing call volume and collecting information, the ability to send follow-up texts from the call center, and support for inbound calling with features like Press-1 campaigns to transfer calls to agents.
Benefits
- Increased Efficiency: Automated dialers and smart features like AMD and Dynamic Caller ID significantly boost calling efficiency.
- Personalization: Personalized scripts and data collection ensure authentic and targeted interactions.
- Scalability: Unlimited agent seats and the ability to add as many agents as needed without additional setup or cost.
- Compliance: Ensures adherence to regulatory standards, protecting the integrity of your outreach campaigns.
- Integration: Seamless integration with major CRM systems and other business tools.
Overall, CallHub is a robust platform that enhances the productivity and effectiveness of outbound and inbound communication campaigns, making it an invaluable tool for organizations looking to optimize their customer engagement strategies.