Hello and welcome to Aloware! We're excited to have you on board, but before we get started, here are a few features you might find interesting as a former Kixie user.
In this article:
Faster Power Dialer
One of the limitations of Kixie’s Power Dialer is that it only allows list-view dialing. With Aloware, you can contact leads as soon as a new agent becomes available. Aloware's Power Dialer frees you from the time-consuming process of manually entering contacts, allowing you to be more focused, efficient, and productive. It improves the user's call process by calling contacts one by one from a call list that the user has created. You can avoid contacts whose time zones are outside of regular business hours. You can also sort contacts by tags or engagements.
How to Add Contacts to Power Dialer
Navigate to the Power Dialer.
In the Power Dialer List section, click the + button.
Select List > Create from the existing contact list.
Select from any available list and click the Create button.
In the Power Dialer Options, set the following settings:
Conversion Options
Turn multiple numbers into separate tasks - Any non-primary numbers of contact will be turned into separate tasks.
Prevent duplicate phone numbers - By default, all contacts with the same numbers will not be added again.
Add international numbers
Where do you want to add these tasks?
In queue - default
Scheduled - if you want to call these contacts at a later time.
Click the OK button once done.
The contacts in the list will display in the Power Dialer interface.
How to Start a Power Dialing Session
Click the Start Dialing button once you are satisfied with the list of contacts you have selected.
Session Settings will display to set up functions before your power-dialing session.
New
Personal Section
Company Section
Basics
Line - set the line to use for calling
Skip Outside Daytime Hours - it automatically skips contacts beyond business hours. Read about Timezone here.
Warm-up Period - customize the time before the dialer makes the next call
Phone Script - this will display during the power dialing session
Customizations
Set Call Disposition Shortcuts - user can set call outcome statuses
Set Contact Disposition Shortcuts - user can define contact status
Set Session Metrics - define metrics that will measure the performance of the call
Set VM Drop Shortcuts - allows users to choose from a predefined list of VMs to drop after a call is concluded.
Click the Save button to save your settings, which will be displayed under the Personal Section.
Click the Begin Dialing button to start your Power Dialing session.
For more information about Power Dialer, click here.
Full-on Contact Center Solution
Aloware lets you make high-quality voice and text calls using a local or toll-free number. You can also send images, GIFs, and other multimedia (MMS) messages with Aloware's two-way SMS capability. These features help you develop strong customer relationships across all channels. There is no hardware to install, nor do you have to switch tabs or enter data.
How to Send an SMS in Aloware
At the top right of the page, click the phone icon.
Click Message to switch to messaging.
Select which Line you would like to use.
Enter a contact's name or phone number.
Please type in your Message in the message box.
After writing your Text, click Send.
Please read about How to Send Text (SMS) Messages in Aloware Talk here.
SMS Dispositions
Aloware automatically assigns dispositions for Passive Communications, which users can't modify or change. Aloware defines these based on the routing status of the communication.
Default dispositions include:
In-progress
Completed
Failed
Invalid
Click here to read more about Contact, Call, and SMS Dispositions.
Setting an Appointment
Clicking the appointment button will set up an appointment with your contact.
You can set an SMS notification to remind the user of the appointment.
Use Sequence to Create SMS workflows
Go to Sequence -> Steps tab, and click the +Add Step.
Select Send SMS Message from the list of Sequence Step Types that allows you to send an automatic text message to the enrolled contacts.
Setup your SMS Messaging:
Select the Delay time from the previous step and this current step.
No Delay - the current step will take action right after the last step.
Default Delay - select the duration in minutes, hours, or days.
Time of Day - select the delay in days and the time of this current step in the process.
Create your personalized text message within the 160-character limit.
Click the Add Step button to save the sequence.
Send Emails
Users can also send emails to contacts with email information in their records.
Add Notes
Notes prevent you from repeating yourself on calls and let you tailor calls to your contacts' needs.
For more information about Contact Engagement Features in Aloware Talk, click here.
Flexible billing options with lower prices and no hidden fees
Aloware has different plans depending on your use case. Plans include unlimited inbound/outbound agent minutes & SMS. Kixie's professional plan costs $5 more than Aloware's uPro plans. They also offer a free trial period, but for only seven days. Only users from the US and Canada can add an extra $30 for unlimited minutes.
On top of that, Aloware has a usage dashboard that allows you to monitor your organization's use of the Aloware plan to which you have subscribed. It contains data on local and toll-free phone calls, SMS and MMS messages, and faxes sent and received.
To learn more about Aloware Billing, click here.
Bidirectional integration
With Aloware, you can stay on top of every account. You can see the call & text data in your CRM, make calls from CRM lists, and record agent activities in your CRM reports. Aloware integrates natively with most CRMs, and we use Zapier for additional integrations.
Here’s a list of integrations we support:
Why use Aloware's Zapier Integration?
With Zapier integration, you can automate actions inside and outside Aloware.
Automate Actions Inside Aloware
If an event happens outside Aloware, you can automate:
Update or create an Aloware contact.
Send an SMS to an Aloware contact.
Automate Actions Outside Aloware
If an event happens inside Aloware (see webhook events), you can automate:
External Zapier app actions
Set Up Automation of an Action Inside Aloware
Login or create a Zapier account
Go to Dashboard
Create a new Zap on the Dashboard by selecting a Trigger, and an Action
Select a Trigger App (e.g., Typeform) and an Action App (Aloware)
Select the Action and Trigger Apps' Actions
Click Try it
Click Get Started
If asked, authenticate the Trigger App and select the relevant forms
If asked, authenticate Aloware App
Provide your Aloware account's API token found under (Integrations > Lead API)
Map the Data
Select the Aloware fields that the Trigger App can provide
Map the Trigger App fields to the Aloware fields
Test the Zap
Click Send Test to test. Check Aloware for the newly created contact.
You may have to re-configure some of the mapped variables to appear correctly.
Turn it on
Click Turn on Zap
Click Manage Zaps or click Zapier logo > Zaps. You should now see your newly created Zap.
To learn more about Zapier Integration, please click here.
As a new Aloware user, we hope these features benefit you the most. We at Aloware dedicate ourselves to providing you with a fantastic contact center experience you can’t find anywhere else. We trust that the information above gave you a better grasp of our features and how to use them.
We want your move to Aloware to be as smooth and effective as possible. To help you transition from Kixie to Aloware even further, here is an outline of our onboarding process.
Again, thank you for choosing Aloware, and welcome!
We are excited to work with you.