Call Center Software

The Benefits Of Upgrading Your Call Center Software

Utilizing a call center is one of the best ways to generate profit in selling credit card processing services. However, much of the software used by call centers today is slow, outdated, or just plain annoying to use, resulting in less-than-optimal sales performance. IRIS is here to help, with an integrated phone system that will help you produce great results from your call center. Here’s a look some features of our call center software.

Cloud-Based Contact Center

A major downfall of current call center systems is that they quickly grow outdated and obsolete. The IRIS Dialer uses a cloud-based contact center, allowing you to scale your call center cost-effectively and always maintain high security and dependability. Working with the cloud means that you’ll always be on the cutting-edge of technology. Your call center won’t become outdated or obsolete any time soon, and all it takes to get started is a USB headset!

Local Presence Dialing

Many people ignore calls from numbers that start with “1-800” or “888,” taking away the opportunity to generate sales right from the start. The IRIS Dialer uses a dynamic caller ID, meaning that a local area code is displayed based on the outbound number’s area code. For example, if the outbound number uses a “718” area code, your area code will also be displayed as “718.” Using a local presence can increase your contact rate by up to 400%!

Enhanced Software Capabilities 

With a single click, your reps can initiate calls from leads while managers listen in on live calls. No more wasted time dialing numbers, which means more time on the phone with potential customers! Record calls for later review or use for training and instructional purposes. The IRIS system also allows ISO owners to view the number of calls and talk time produced by their teams, granting a better understanding of what works and what doesn’t in your call center.

If you’re ready to upgrade your call center software, generate more customers, and save more time and money, contact us today!


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local presence

Dialer Enhancement: Local Presence

IRIS CRM is proud to introduce Local Presence to its integrated dialer.

IRIS Dialer users now have the ability to automatically show up as a local phone number on a prospect’s caller ID.

When local presence is enabled and you own a phone number with a matching area code to the number being dialed, that phone number will be used for caller ID purposes. If the merchant calls back the number it will be routed to your existing IVR or inbound calling workflow.

Using a local presence dialer can boost call connection rates by almost 400%.

Dialing technology enables reps to dial an average of 48% more prospects and to have 15% more sales conversations every day!

If you wish to add phone numbers we can provide them for $3.00 per number per month (local) and $5.00 for toll-free. We can also port any existing phone numbers you already own at no charge.

To begin using Local Presence navigate to  Manage > Administration > Manage Dialer Settings > Click the Local Presence tab

You will see a list of area codes along with the state and city:

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If the box is checked the list will show you the area codes you do not own yet, based on the area codes that exist on your lead records:

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You can easily see how many area codes you own and generate numbers that are available for the area codes you wish to purchase:

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Once you have the numbers available navigate to the Manage Extensions tabs and enable local presence on the users you wish:

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For questions regarding this feature please contact us, LiveChat us on iriscrm.com, or email support@iriscrm.com.


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dialer

New Dialer Feature: Call Forwarding

IRIS Dialer users can now forward their calls to an external number.

For example, a merchant dials your office number and extension and the call will be forwarded to your cell phone if you are out of the office.

Each added phone number has to be verified and the user must have an extension assigned to them.

 

Call forwarding is very easy to set up:

First, go to Manage > Administration > Manage Dialer Settings

 

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Next, click the wrench icon on the user and click the settings cog

 

dialer

 

 

Finally, verify the phone number and enable forwarding by clicking the check box

 

dialer

 

 

For questions regarding this feature please contact us, LiveChat us on iriscrm.com, or email support@iriscrm.com

For electronic payment breaking news, feature releases and industry developments, please subscribe to the IRIS CRM newsletter.

Click Here To Test Drive IRIS CRM!

Merchant Deposits Tour

New Feature: Merchant Deposits Tour

 

We have added a new tour that is merchant facing.

Clients that provide merchants access to our white labeled merchant portal will know that their merchants understand the benefits of the portal.

 

When a merchant logs into the portal they will see an 11 step tour. The tour will take them through all the parts of their Deposits tab.

 

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Merchants can always refresh their memory by clicking the Take a Tour button at any time.

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Understanding what the portal has to offer provides additional value to merchants and increases retention.

 


For questions regarding this feature please contact us or email support@iriscrm.com

For electronic payment breaking news, feature releases and industry developments, please subscribe to the IRIS CRM newsletter.

Click Here To Test Drive IRIS CRM!

 

residual income

New Feature: Profitability Reporting and Enhanced Residual Income Page

IRIS CRM is excited to debut our residual income reporting module. As well as our enhanced Residual page that is now optimized and will load extremely quickly.

IRIS CRM has added profitability data to the automated residual income calculation reports we offer.  IRIS clients can use this information to make important decisions on the fly. Such as, deciding if a merchant should receive a free terminal or an on-site visit. It can also be used to dive into your portfolio and find where you can improve.

Users will be able to see profitability data on their entire portfolio(s) and on a per merchant basis.

The portfolio data is on the residuals page within the Profitability tab.

The data shows the following information:

  • Monthly Volume Growth in dollars and as a percentage
  • Monthly Revenue Growth in dollars and as a percentage
  • Average Profit per Merchant in dollars, BPS and as a percentage
  • Monthly BPS Margin Growth as a percentage
  • YTD Profit in dollars and BPS
  • Lifetime Profit in dollars and BPS

 

Residual Income

 

You can view profitability data on a merchant level by clicking the $ symbol next to the merchants DBA. The $ symbol is on the merchant record and on the Residual page.

The profitability data provided on the merchant level is:

  • YTD Profit in dollars and BPS
  • Lifetime Profit in dollars and BPS

 

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The full history of profitability is shown on a portfolio and merchant level.

You will be able to see:

  • The month
  • Income
  • Expense
  • Profit
  • Adjusted Income
  • Processing Volume
  • Transaction Count
  • BPS Profit
  • Average Ticket

 

residual income

 

 

By hovering over the “i” within the Adjusted Net column, the line items that were used to calculate this dollar amount will become visible.

 

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Admin users will be able to control the visibility to this data by permissions on the user class.

The following permissions will be possible:

  • User has Merchant Level Profitability but not Portfolio Level Profitability
  • User has Portfolio Level Profitability but not Merchant Level Profitability
  • User has Portfolio Level Profitability and Merchant Level Profitability
  • User does not have Portfolio Level Profitability or Merchant Level Profitability

 

For questions on this feature please contact us, LiveChat us on iriscrm.com, or email support@iriscrm.com

For electronic payment breaking news, feature releases and industry developments, please subscribe to the IRIS CRM newsletter.

 

Click Here To Test Drive IRIS CRM!