Trellus

Dynamically ranks and sequences leads in the call queue based on AI-derived signals including contact recency, engagement history, likelihood-to-connect scoring, and time-zone optimization. The system continuously re-orders the queue during active dialing sessions to surface highest-probability contacts, reducing idle time between calls and improving connection rates without manual rep intervention.

Detects voicemail greetings in real-time using audio pattern recognition and acoustic models, automatically logging the call as voicemail and triggering skip-tracing workflows to surface alternative contact methods (mobile numbers, email, LinkedIn). The system maintains a skip-trace database of enriched contact alternatives and can automatically dial secondary numbers or queue alternative outreach channels without rep intervention.

Automatically dials leads from the prioritized queue using predictive pacing algorithms that estimate agent availability and adjust dial rate to minimize hold time and dead air. The system models average call duration, wrap-up time, and agent readiness to determine optimal dial-ahead rate, scaling from 1:1 (one dial per available agent) to 3:1 (three dials per agent) based on connection probability and team performance metrics.

Automatically captures call metadata (duration, disposition, timestamp, agent, lead ID) and logs outcomes to the connected CRM in real-time or near-real-time. Supports customizable disposition codes (e.g., 'connected', 'voicemail', 'busy', 'invalid', 'callback scheduled') and enables reps to quickly select disposition via UI or voice command, with automatic CRM field mapping to prevent manual data entry.

Aggregates call metrics (dials, connections, conversion rate, average handle time, calls per hour) at individual rep and team levels, generating dashboards and reports that surface performance trends, bottlenecks, and coaching opportunities. Uses time-series analysis to detect performance degradation and can trigger alerts when metrics fall below configurable thresholds (e.g., connection rate drops below 15%).

Supports bulk import of contact lists from CSV, Excel, or direct CRM sync (Salesforce, HubSpot), with automatic deduplication, validation, and normalization of phone numbers. The system detects and flags invalid numbers, duplicate entries, and opted-out contacts (via DNC list integration), allowing teams to clean lists before dialing without manual review.

Tracks agent login/logout status, break time, and wrap-up time to maintain real-time availability state. Integrates with the predictive dialer to route calls only to available agents and prevents call overflow during breaks or shift changes. Supports configurable shift schedules and time-zone handling for distributed teams.

Allows reps to schedule callbacks directly during or after calls, with automatic CRM logging and queue management. The system tracks scheduled callbacks, sends reminders to reps before callback time, and can automatically re-dial contacts at scheduled times if reps are unavailable. Supports callback windows (e.g., 'call between 2-4 PM') and time-zone-aware scheduling.