TMCnews Featured Article
October 20, 2011
Cloud Integration for a Seamless Hosted Predictive Dialer Experience
By Susan J. Campbell, TMCnet Contributing Editor
Any company examining a call center software platform, whether hosted in the cloud or deployed in-house, must pay close attention to integration. Cloud integration is not a roadblock to a successful integration, as long as the vendor offered methodology can be executed according to expectations. When turning to the hosted predictive dialer, the cloud can offer improved integration.
This is the argument stated in a recent LiveVox (News - Alert) Cloud Integration white paper, suggesting that the hosted predictive dialer provides a more centralized, one-to-many approach to integration. Tools supporting cloud integration have also been shown to reduce stress on the internal IT staff to develop and manage custom coding. As a result, contact centers can deliver a greater competitive advantage over linking a PBX (News - Alert) to an ACD.
Cloud integration for the contact center is no less than a complicated challenge given the multiple systems in multiple sites that must work together in real-time. Integration links disparate hardware and data/voice networks together across multiple channels to ensure the optimal management of customer interactions. When contact centers are multi-site, multi-sourced and multi-shore, integration requirements must be replicated in an already complicated environment.
A number of costs are identified when cloud integration of the contact center is in demand. These costs include the internal IT staff dedicated to developing and managing these integrations; vendor professional services; opportunity cost of IT time spent on tasks that fail to achieve differentiation for the organization; delayed application deployment; and the cost associated with vendor incumbency.
To ensure streamlined voice integration in the hosted predictive dialer, the movement from one technology to another must take place in the context of the existing operations and functionality within the contact center. To ensure daily operations go undisturbed, a clear migration plan must be put in place.
Much of the network integration is addressed as the private cloud leverages MPLS. And, the system includes an integrated PBX, which ensures voice integration requirements are at a minimum. As a result, from an integration perspective, migration is considered much simpler than a rip and replace of on-premise solutions.
This ease in cloud integration is demonstrated in the additions to LiveVox hosted predictive dialer: Dynamic Preview. With the functionality, contact centers to call accounts in a predictive mode. If a cell number is identified, the call and the agent are immediately pulled out of the campaign. The agent can then preview the account and instead make a manual call with click-to-dial.
Once the call is complete – or skipped, according to guidelines – the agent is then placed back in the hosted predictive dialer workgroup. This process ensures compliance and improves the management efficiency of the campaign. With cloud integration, this capability was added immediately, instead of waiting for the execution of expensive upgrades and installations.
In a nutshell, cloud integration for the hosted predictive dialer can hide the complexity of the call center infrastructure with a single, unified view; improve scalability; and reduce the necessary time to develop new applications.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Juliana Kenny