Clarity Call-Blending

A new feature will allow call/contact centers to combine inbound and outbound functions in future: “call-blending”. This feature was developed in order to deal with a classic dilemma facing many call centers: how to find the right balance between maximum employee utilization (outbound) and caller satisfaction (inbound). This new feature resolves the conflict by using a special algorithm to determine the optimum balance between both requirements. For example, the dialer could decide to reserve a certain number of employees for incoming calls for a specific period of time.

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