Michael Brosmer

GRAPHIC DESIGNER & INTERACTIVE MEDIA DEVELOPER

Well-seasoned, versatile and adaptable. With me you get plenty of creativity as well as best practice oriented implementation. I will definitely be an asset you can rely on to get work done and done well. I love my career path and strive to improve my skill set at every opportunity.

SOFTWARE

  • PHOTOSHOP CC
  • DREAMWEAVER CC
  • ILLUSTRATOR CC
  • ACROBAT PRO
  • POWER POINT
  • MS EXCEL 2016
  • DAZ STUDIO 4.9

PROFESSIONAL SKILLS

  • IMAGING
  • PHOTOGRAPHY
  • GRAPHIC DESIGN
  • 3D RENDERING
  • PRINT DESIGN
  • 2D GAME DEV
  • WEB MARKETING
  • HTML 5
  • RESPONSIVE
  • WEB FORMS
  • WORDPRESS
  • PHP MySQL
  • ANGULAR JS
  • DATABASE

BLENDED CONTACT CENTER OVERVIEW

Active Blending

Take advantage of contact center peaks and valleys by automatically adjusting your operations based on call traffic. The Dialing Innovations Blended Contact Center with Active Blending automatically moves outbound agents on a per-call basis to inbound queues when traffic volume peaks, and enables inbound agents to switch to outbound calls during slow periods.

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Get Proactive with Active Blending

Today’s customers have high expectations. They want faster service, knowledgeable agents, and new ways to communicate. It’s tough to keep up. Nothing impresses customers more than proactive, relevant interactions. The Dialing Innovations Blended Contact Center allows your customer service and inside sales organizations to respond proactively to customers. Give clients what they want and give employees what they need with our unique approach to blended interactions.


One Voice, One Solution

Unlike most vendors, Dialing Innovations has developed both inbound and outbound platforms in-house. The Dialing Innovations Blended Contact Center eliminates the technology gap between inbound ACD functionality, outbound dialers, and the integration of CTI and CRM capabilities. No more toggling back and forth between inbound and outbound calls. With Dialing Innovations, everything is unified and delivered directly to the agent's desktop.

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BLENDED CONTACT CENTER FEATURES

ACD with Call Distribution Algorithms

Distribute a high volume of calls efficiently

Agent Scripting

Automated scripts ensure relevant and consistent conversations

Campaign & List Management

Operate multiple outbound and auto dialer campaigns using one or more lists with robust contact filtering and dialing parameters

Skills-Based Routing

Ensure calls are directed to the right agent resource

Contact Database

Capture and manage customer data with multiple options

Answering Machine & Fax Detection

Increase live connections and keep agents productive

Priority Routing

Prioritize calls based on criteria: customer data, IVR outcomes, etc.

CRM Integrations

Works with Salesforce, Oracle, Microsoft, NetSuite, Zendesk, and more

Real-Time DNC List Management

Import lists and capture DNC requests in real time

Web & Queue

Give customers this convenient option, so the don't have to wait on hold

Call Recording

Manage quality, resolve issues, and comply with legal requirements

At-Home Agent Capabilities

Lower costs and increase your talent pool with remote agents

Toll-Free Numbers

Use one or more, or forward existing numbers to Dialing Innovations

Post-Call Surveys

Configure surveys easily to get customer feedback and gain insight

Easy-to-Use Administration Tools

Manage your contact center with a familiar and efficient interface

CTI Screen Pop

Guide customer interactions and provide contact history

Predictive Dialer

Boost productivity by automatically calling multiple contacts based on estimated agent availability, filtering out no-party contacts

Real-Time, Historical, & Custom Reports

Manage KPIs and SLAs, and improve performance with valuable insights

IVR with Intuitive Script Designer

Drag and drop design of IVR flows for easy creation and maintenance

Power Dialer

Continuously dials at a call-to-agent ratio that determines how many calls to place as reps become available

Local Number Dial

Increased conversion with local number

Text-to-Speech & Speech Recognition

Speech-enable your IVR so that callers can say and hear information in their language

Progressive Dialer

Provides a variable calls-to-­agent ratio that along with the call abandonment limit will determine how many calls to place as reps become available

Agent Desktop

Give your agents an integrated environment to maximize customer experience

Preview Dialer

Presents contact records to the sales rep in advance of rep placing call