For blended contact centers
One agent pool, two directions. Callers still come first.
Put the same agents on an inbound queue and an outbound campaign. When callers start waiting, the predictive dialer slows down so agents free up for them, and anyone who asks for a callback lands in the outbound campaign as a lead.
Sound familiar?
What gets in the way today
- 01
Half my team is idle while the other half is swamped
Separate inbound and outbound teams mean one group waits for the phone to ring while the other cannot keep up. Moving people between them by hand never happens fast enough.
- 02
When we dial out, inbound callers wait
Run the dialer hard and every agent is busy when a customer calls in. Hold times climb, and the calls you most want to answer are the ones that get abandoned.
- 03
Callback requests live on sticky notes
A caller asks to be called back, someone writes it down, and it never reaches the dialer. Or it reaches it twice.
- lines per ready agent when the queue is quiet
- 1–10
- queue routing strategies
- 4
- overflow actions per queue
- 5
One agent pool for inbound and outbound: the predictive dialer slows down while callers wait, and queue callbacks become outbound leads.
Pacing
Link an inbound campaign to an outbound one. While callers wait in the inbound queue, the predictive dialer slows down so agents finish their current call and pick up the queue. You decide how many waiting callers it takes to slow outbound down.
- Inbound and outbound campaigns linked in one setting
- Your own threshold of waiting callers that slows outbound
- Dial ratio from 1 to 10 lines per ready agent the rest of the time
- Supervisors adjust pacing live without stopping the campaign
Callbacks
Callers who would rather not hold press a key to ask for a callback. OVOKY creates a lead in the linked outbound campaign, and the dialer calls them back with the same agents, scripts and dispositions as the rest of the campaign.
- Callback key and message set per queue
- Leads created in the linked outbound campaign
- Abandoned calls report with wait time and recovery rate
- Dispositions and call properties on inbound calls too
One workspace
Agents work in one browser tab with the softphone, the contact record, the script and the disposition dialog side by side. Inbound callers who match a contact open their record, and unknown numbers can be saved as new contacts in one click.
- Browser softphone with the CRM alongside
- Branching scripts linked per campaign
- Pause reasons and wrap-up time tracked per agent
- Inbound, outbound and agent reports in one place
The toolkit
Built for blended contact centers
Predictive dialer
Dial several lines per agent, screen out answering machines and connect only live conversations.
Queues & callbacks
Ring the right people for every inbound call, keep callers informed and offer a callback instead of a long wait.
Visual IVR builder
Draw your call flow on a canvas so callers reach the right person: menus, announcements, queues, transfers, business hours and voicemail.
Softphone & CRM
A browser softphone and a contact CRM on one screen, so your team calls, answers and books the next step without switching tools.
Live supervision
See every agent, campaign and call in real time, then listen, whisper or barge in from the same screen.
Reports & analytics
32 ready-made reports on inbound calls, campaigns, team activity, channels and compliance, with exports, schedules and alerts.
Blended contact centers: questions
Short answers to what teams ask us most. Something else on your mind? Talk to us
A blended contact center uses the same agents for inbound and outbound calls. Agents answer customers when they call in and make outbound calls the rest of the time, instead of being split into two teams.
Each inbound campaign linked to an outbound campaign has a threshold: the number of callers waiting in its queue at which outbound pacing slows down. By default, a single waiting caller is enough.
The caller presses the callback key while waiting in the queue. OVOKY creates a lead in the linked outbound campaign, and the dialer calls them back like any other lead, with the campaign's script and dispositions.
Yes. Queue membership and campaign assignment are set separately, so an agent can sit on several queues and be assigned to several campaigns. Assign a whole team to a campaign and new team members follow automatically.
Inbound reports show service level, abandoned calls and recovery rates per queue. The predictive efficiency report shows dial ratio, machine rate and abandon rate per campaign, and agent reports show production and pause time across both directions.
Bring every customer conversation into one place
Calls, SMS, WhatsApp, email and chat in one inbox, on one invoice. Start with one team, then grow.