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Hosted Predictive Dialer: Are You Getting All the Benefit Out of Your Contact Center?

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June 22, 2011

Hosted Predictive Dialer: Are You Getting All the Benefit Out of Your Contact Center?

By David Sims, TMCnet Contributing Editor

Are you tapping all the potential of your contact center? LiveVox (News - Alert) recently put up a blog post on the fact that globalization has been one of the biggest trends in the call center space over the past decade -- “multi-site, multi-source, multi-shore contact center environment has become the norm.”

The potential efficiency benefits are huge, but “are they fully realized?” LiveVox asked. Or to put it another way: How much are you using the cloud?

It’s a fair question. On the one hand you think man, look at all the capability we have. But as LiveVox says, “workforce, workflow, and technology are significantly harder to manage in the multi-site environment.” And don’t get us started on the integration challenges in a more complex landscape.

What really hinders an organizations ability to adapt, LiveVox officials say, is the proprietary voice and data integration of contact technology hardware combined with site-premised switching drive complexity and limit control. The results can be dire -- “at its worst, this configuration creates multi-site silos.”

Site-premised technology, as they say, constrains efficient workflows instead of enabling them. As a result, yes: Your contact center can be falling short of realizing the full potential of a global operation.

What you want, LiveVox say, is a true cloud, “as opposed to yesterday’s ASPs or point” tools. How to get that? “Centralized switching available in a voice/data cloud eliminates PBX (News - Alert) chokepoints. VoIP/MPLS enables a common integration point across locations and data silos. Sites can be virtually mapped via SIP trunks on a contact center’s existing bandwidth, and agents can be globally load-balanced with integrated voice and data.”

There’s a good start right there. Keep it up, and the result is “a unified platform that enables contact centers to scale and configure on-demand regardless of location and without complex integrations.” Which, after all, is what you’re after, isn’t it?

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Juliana Kenny

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