Getting started with Aloware
Welcome to Aloware! Let us walk you through the setup process, from installing the software to getting your teams up and running with your new contact center solution.
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Aloware system requirements
Aloware is a cloud-based contact center that is set up using web, desktop, and mobile in 3 minutes without the need to install any hardware.
We recommend using the latest version of Google Chrome or Mozilla Firefox on Windows or macOS. Aloware is also available for download on Windows 32 & 64-bit computers, iPhones, and Android phones.
We offer you exceptional call quality, but for optimal performance, we suggest using a headset and microphone. Utilizing a headset with an integrated microphone can significantly enhance call quality and minimize background noise.
Aloware is compatible with devices running iOS 11 or above and Android 5.0 or above.
Meeting these requirements can help you ensure a seamless experience with Aloware and get the most out of the software’s features.
Read the full guidelines for the best experience.
Setting up Aloware
Setting up Aloware only takes a few minutes. It is also available to download on almost any device.
Download Aloware application
Aloware supports various devices to build better conversations and have the freedom to work on your preferred device. Whether you’re using your smartphone or your desktop, send a message or hop on a phone call with the Aloware app.
Integrations
Aloware integrates with your favorite tools to make your life easier. You can sync it with your CRM for up-to-date contact and customer information. There’s also an open API to automate almost anything and everything in your sales and support process.
Click here to learn more about the features and benefits of:
Click to learn more about integration with:
Aloware basics
Making calls in Aloware is as easy as 1-2-3!
Open the dialer using the button on the top-right corner of the screen.
Enter the name or phone number of your contact.
Click the call button.
Aloware dialer & dialpad
Aloware dialer is a virtual phone that works the same way on all devices: Aloware, Chrome Extension, Desktop App, and mobile app.
Mute – use the "Mute" feature to silence your microphone and avoid background noise during calls.
Hold – the "Hold" feature lets you pause a call temporarily without disconnecting.
Keypad – Aloware's keypad helps you navigate automated menus, enter access codes, and join conference calls.
Start Recording – record calls easily with a click for quality control, training, or compliance.
Notes – add notes during or after calls to track key points and stay organized.
Tags – use tags to categorize calls and contacts for quick reference and efficiency.
VM Drop – leave pre-recorded voicemails with one click to reach multiple contacts quickly.
Add – add participants to your call to turn one-on-one conversations into group discussions.
Transfer – transfer calls smoothly to a colleague for better customer assistance.
Scripts – use and customize pre-written scripts for consistent, professional client communication.
Park Call – park a call to let other team members pick it up, promoting collaboration.
Contact – access your contact list within Aloware to quickly find needed information.
Integrations – integrate Aloware with CRM and other business tools to streamline your workflow.
Inbound Phone Setup
Lines are the core of your Aloware phone system: receiving calls and text messages from the customer. Here you can buy new phone numbers, define greeting prompts, record calls, or set up IVR phones.
A line is a group of settings for a specific phone number. Lines are the core of your Aloware phone system. Lines allow you to:
make and receive calls
send and receive messages
buy new phone numbers
define greeting prompts
record calls
set up IVR phone trees
Interactive Voice Responder (IVR)
An Interactive Voice Responder (IVR), or a phone tree, is an automated menu on the phone that helps your callers navigate their way to the right department. IVRs have essentially replaced traditional receptionists. IVRs are also used to find out about a customer’s issue and categorize calls before answering them.
Ring Groups
Ring groups are a group of agents that work together to answer inbound calls and SMS. It is a good solution for handling customer calls because
it distributes calls and SMS from Lines to defined groups with an order of agents;
it immediately rings all the available extensions and allows the nearest available agent to answer the call.
For example, your organization might want to set up a ring group for your support team. Calls could ring all the agents until someone answers, or it could ring all agents one at a time, in random order.
Aloware ring groups settings allow it to manage the following:
Inbound calls
Text messages
Missed calls
Call Queues
Call queues enable calls to be queued, where callers are kept in the queue while agents are on a call until the next available agent is available to assist. You can modify your queue settings by enabling your Smart Queue option.
Contact management
Adding contacts
This is the simplest way of adding a contact to your Aloware account.
Filtering contacts and tagging them
Contact filters allow you to organize your contacts based on specific criteria. It lets you target specific groups of contacts for your personalized campaigns and messages.
By setting specific criteria, you can narrow your contacts list and find the person you’re looking for in no time. Whether you’re looking to sort your contacts by name, location, or other criteria, contact filters make it easy to organize and manage your list in a way that works best for you.
Tags
Tags are identifiers you can attach to contacts to categorize and segment based on their business value.
Wallboard
Aloware wallboard displays actual metrics information calculated daily for monitoring, management, and optimization, where everyone is able to see and work towards targets.
It gives real-time data to the team, such as
number of total calls
number of answered calls
average Wait Time
appointment Sets, etc
monitor actual use statuses
Dashboard – call, SMS logs, and voicemails
Aloware dashboard is a central place to view your agent’s activity, historical call records, and a list of all your calls, messages, and voicemails. Aloware Dashboard is live and does not require refreshes. You can also filter by date range and save your filter for future use.
Filtering dashboard calling data
Available filters include direction (inbound, outbound, all), answer status, call disposition (live, in progress, completed, missed), talk time, and type (calls, SMS, all). You can also filter by date range and save your filter for future use.
Advanced features
Power dialer
Aloware power dialer saves users’ time from the tedious process of manually adding contacts, making them more focused, efficient, and productive because
it optimizes the user’s call process by automatically calling the contacts one by one from a created call list
user can skip contacts whose time zones are beyond the usual business hours
user can filter the contacts based on tags or engagements
The power dialer allows users to call a list of contacts one by one, which guarantees that no contacts are missed. Users who call using power dialers will always be present the moment a customer answers their phone call.
So, how does the power dialer work?
Power dialer calls the next phone number on the contact list automatically if it reaches a contact who is busy, unattended, or disconnected. Businesses with a lot of prospects or contacts to call each day are advised to use it.
Automation
Aloware sequences is a feature that helps to initiate and nurture your business and customer relationships because it:
sends timely communication to the right targets, automatically
enrolls leads automatically with the right tagging
creates triggers and actions for a smooth business flow
Email intake and email processor – many platforms today (including Facebook Ads, Yelp, Zapier, Nolo, eLocal, and 4Legal, among others) use email to transmit and sell lead data to their customers. Aloware email intake is a unique offering that converts formatted lead data from emails you receive into Aloware contacts. The contact can then be enrolled in workflows and receive automated SMS and calls.
Reporting
Aloware reports allow you to review and analyze your data using various types of reports depending on the data you currently need.
Reports provide detailed information about lines, users, broadcasts, call and contact dispositions, compliance, ring groups, sequences, contacts and CSAT.
Aloware offers customizable reporting settings to provide businesses with insights for optimizing operations, including adjustable report periods, activities, and durations.
Default report period – sets a default duration in the dashboard, reports, and activity pages.
Daily activity reports – send daily reports of calls and texts, new lead dispositions, and agents’ activities by email. This report is emailed to account admins.
Daily inbound SMS report – receive a daily report of your inbound SMS messages. Useful for accounts with heavy SMS marketing.
Daily outbound SMS report – receive a daily report of your outbound SMS messages. Useful for accounts with heavy SMS marketing.
Daily spending report – receive a detailed report of your spending on our platform.
Daily DNC report – receive a daily report of contacts set to DNC.
User roles in Aloware
Aloware primarily supports three (3) main user roles: admin, supervisor, and agent.
Admins – admins have access to everything. They can create lines, add users, delete ring groups, change call routing, or modify contacts.
Supervisors – include all the permissions of the Agent role, plus the ability to oversee Line and Ring Group activities, handle Lists and Sequences, and gain complete access to detailed Reports. This is done without granting access to critical features reserved for company admins.
Agents – agents have read access to all your lines, users, contacts, and sequences. Agents can make or take calls and send or receive messages from your contacts.
