Release Notes | Talkdesk Dialer

With both predictive and preview dialing modes, Talkdesk Dialer offers a balance of agent productivity and customer engagement quality, depending on your outbound needs (previously known as Talkdesk Outbound Dialer). For more information, please visit our Talkdesk Dialer documentation.

 

January 19, 2023

On Thursday, January 19th, 2023, we will release the following feature in Talkdesk Dialer™:

  • Add a record to the”Do not Call List“ in Conversation App: Now, in a campaign call, you can add a record to the "Do not Call List", as well to set an expiration date or keep the expiration date as null. Records added to the "Do not Call List" won’t be called in the associated campaigns.

For more information, please visit our documentation.

 

October 12, 2022

On Wednesday, October 12th, 2022, we will release the following feature in Talkdesk Dialer™:

  • Upload record lists with multiple phone numbers: Now you can upload record lists with multiple phone numbers via CSV in the user interface. This capability already existed through Application Programming Interface (API).

For more information, please visit our documentation.

 

September 22, 2022 

On Thursday, September 22nd, 2022, we will release the following enhancements in Talkdesk Dialer™:

  • Campaigns filters: You can filter campaigns by dialing mode, created date, and warning flags.
  • Lists filters: Now it’s possible to filter lists (record lists and do not call lists) by created date and status.
  • Search lists: Your agents may search lists by their name in record lists and do not call lists tables. It's also possible to search lists while associating them with a campaign.
  • Sorting in lists table: Dialer offers the option to sort lists (record lists and do not call lists) by their name, number of records or entries, or created date.

For more information, please visit our documentation.

 

September 16, 2022

On Friday, September 16th, 2022, we are releasing the following feature in Talkdesk Dialer™:

New:

  • New record list dialing order options: It’s now possible to configure how customers can dial through their lists for each campaign. This is available in the dialing strategy section for a campaign.

The options are:

  • First in First Out (FIFO): The system will consume the record list from the first record to the last one.
  • Last in First Out (LIFO): The system will consume the record list from the last record to the first one.

For more information, please visit our documentation.

 

September 15, 2022 

On Thursday, September 15th, 2022, we will release the following features and enhancements in Talkdesk Dialer™:

New:

  • Automated Events for Scheduled Callbacks: Custom Integration has new events as Scheduled Callback states (Created, Updated, Ringing, Disposition). You can use them to send information about scheduled callbacks to third-party systems like Salesforce, and e-mail, among others.

  • API: Bulk Records/DNC entries Deletion: This allows you to execute a single API call to perform bulk deletions against record and DNC lists. You can delete up to 1000 records (or DNC entries) per API call.

  • Record Status Dataset in Explore: We’re introducing record-level reporting, providing visibility into list penetration and the status of each record uploaded. This dataset can be accessed via API or through a custom report in Explore.

Enhancements:

  • Scheduled Callback Enhancements: Allows agents to view callbacks that have been scheduled, delete those callbacks, and modify the callback time.

For more information, please visit our documentation.

 

June 22, 2022 

On Wednesday, June 22nd, 2022, we will release a new version of Talkdesk Dialer™, including features, enhancements, and fixes.

New:

  • Record Uniqueness Strategy: Now, campaign managers can control how to duplicate record-checking works by using an external ID or provider. Duplicate checking can be disabled if required.

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  • Time to Connect Reporting: Now, the Outbound Dialer Calls Report shows the time between:
    • A call being made and the contact was answering.
    • A contact answering until it’s connected to an agent.

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  • Add a Record to Do Not Call List: While on a call in Conversations, Agents can add a record with an optional expiration date to a Do Not Call List.

Enhancements:

New Dispositions for Preview Dialing: More preview dialing-specific dispositions have been added to the outbound dialer calls report.

For more information, please visit our documentation.

 

November 25, 2021 - Talkdesk Outbound Dialer

On Thursday, November 25th, 2021, we will release the following features for Talkdesk Outbound Dialer™:

  • Campaign Manager and List Manager usability improvements.

The release includes the following:

  • Async Records Bulk Insert in Lists (API).
  • Show more agents per page.
  • Select all agents on a page.
  • Delete Campaigns.

This release enables you to select and manage more agents at a time while adding or removing agents from a campaign. It also makes it possible to delete a specific campaign.

The Async Records Bulk Insert enables you to send a very large amount of records through a list, all at once.

For more information, please read our Outbound Dialer Documentation.

 

September 9, 2021 - Talkdesk Outbound Dialer

On Thursday, September 9th, 2021, we will release Campaign Manager usability improvements for Talkdesk Outbound Dialer.

The release includes the following main features:

  • You can support over 100 caller IDs;
  • You can search campaigns by name;
  • New Automation event: “an outbound record is updated;
  • New event emitted for Integrations when a call is answered by an agent;
  • Sync Bulk Insert Records.

This release enables you to select and manage more caller IDs at a time while creating and editing an Outbound Dialer campaign. It also makes it possible to search for a specific campaign, making the process of finding a campaign easier.

The “an outbound record is updated' event alerts you when a record hits the maximum number of attempts or if the record talked with an agent.

The New event emitted for Integrations improves agent experience, and the bulk Insert records enables you to send multiple records into a list at once while in sync mode.

How to Install 

If you are already using the Outbound Dialer, you already have access to these improvements. For more information, please read our Outbound Dialer Documentation.



July 7, 2021 - Talkdesk Outbound Dialer

On Wednesday, July 7th, 2021, we will release Talkdesk Outbound Dialer™.

The Outbound Dialer is a next-generation Predictive Dialing tool for highly efficient and compliant customer outreach. Thanks to the Outbound Dialer, you can deliver 200-300% more outbound calls per agent, per hour, leading to more revenue and a high ROI. 

The Outbound Dialer was built for high-powered and high agent utilization dialing, using prediction algorithms. It’s possible to dial multiple calls per available agent and process hundreds of calls per agent per day, using an algorithm to pace the dials and maximize contact.

What's Included

Talkdesk Outbound Dialer consists of a native voice predictive dialer that can increase agent productivity and the likelihood of conversion.

The release includes the following main features:

  • Up to 3:1 dialing ratios; 
  • Support for 300 concurrent dialing agents;
  • Ability to create custom campaigns, create lists, and insert records via a Campaign Manager application or APIs;  
  • Ability to check call history in calls reporting and campaign dashboard; 
  • Auto-answer setup;
  • Call context for agents through Callbar’s extra data.

How to Install

If you wish to start using the Outbound Dialer, please contact your Account Executive or Customer Success Manager.

For more information, please read our documentation.

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