Which tool assists agents in making outbound calls effectively?

The outbound dialer is specifically designed to assist agents in making outbound calls efficiently and effectively. This tool automates the process of dialing phone numbers, which can help reduce the time agents spend manually dialing or waiting for calls to connect. An outbound dialer often includes features such as list management, call scheduling, and tracking capabilities, which enable agents to reach more contacts in less time. Additionally, the system can be programmed to handle various scenarios, such as leaving messages or transferring calls when agents are available. By streamlining the outbound calling process, this tool ultimately enhances productivity and can contribute to improved service outcomes.

In contrast, the other options serve different purposes. Interactive Voice Response is utilized for incoming calls, allowing customers to interact with a computerized system to obtain information or navigate services without agent assistance. A public knowledge base provides self-service support to customers by containing FAQs and articles but does not directly aid agents in making calls. Web-to-case is a feature that allows customers to submit support requests through a website, focusing on case creation rather than facilitating outbound communication.