Release Letter - May 2017

Multiple Scripts

By popular demand, we now introduce the ability to make more than one script available to the agent. The scripts will be found at the bottom of the Contact Page and can be expanded or collapsed independently.

Global search bar

This new feature enables a “global” search bar that sits on top of your Hero Outbound view. This feature lets you search everywhere on the Hero Outbound site that you have access to and for almost anything. The search results are categorised and give you immediate and direct access to various editing actions, saving you many clicks and plenty of time in your daily work. Before you had to go into the desired area according to what you were looking for. Now you can find almost anything directly from the top of your screen!

Outcome Details

This neat feature allows you to add a 2nd result (Outcome) to the calls. This will enable you to gain more valuable intelligence that can be used to optimize your team’s sales process. One of the best things about Call Outcome Details is that they can be completely customized depending on which outcome metrics are important to your business. You could, for example, use it for a reason for saying “No, thanks” to the offer like for example:- Main Outcome: “No, thanks”- Outcome Details: “No budget at this time”

Lead priority access for Skill-based Dialling

We introduce a kind of “filter” based on lead priority. It will dictate what priority leads a user will have access to in each project. For example “Jane will have access to leads with priority 1 – 5 in Project A, C and D. She will also have access to leads with priority 4 – 10 in Project B and E”. This may be set individually for each user in the organization.

Skills-based dialling depends on a manager who knows each agent’s abilities, skill sets, and proficiency. The manager can then match agents with leads based on the priority given to these leads.

Admin Settings

We introduce a new area where the more complex features will be configured. This is where Admins will be able to configure the default layout of the Contact Page. This area will be used for more features in coming releases.

Customisable Contact Page

We are making the Contact page more ergonomic by allowing a set of pre-configured layouts to be selected. Some users prefer a more compact view while others prefer a wider view with the Contact Panel to the left, for example. With the new release, each user can now configure according to their own preferences.

Improved And Customisable Lead Admin

The administration of leads have been simplified and the user interface has been made more user-friendly. Now you can select precisely which columns you wish to have presented in your custom views! If you do not select any columns, the standard columns will be used.