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Hosted Predictive Dialer Selection Superior to On-Premise Solutions

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December 02, 2011

Hosted Predictive Dialer Selection Superior to On-Premise Solutions

By Susan J. Campbell, TMCnet Contributing Editor

When it comes to running an efficient call center, money truly is the bottom line. Software is a necessary tool to enhance operations, yet an effective software solution that improves productivity and is available at a fraction of the cost is worth closer inspection. For the call center, the technology worth investigating is the hosted predictive dialer. 

According to this recent LiveVox (News - Alert) blog, applications available through cloud services provide this productivity and reduced cost. With the hosted predictive dialer, the elimination of maintenance fees is just another way to add flexibility and financial security for the call center. Ridiculous maintenance fees can be a thing of the past if cloud services can be better understood and utilized.

As more call centers turn to the hosted predictive dialer, its positive effect on operations and the bottom line are impacting the overall outlook of paying for constant maintenance and technical support. It isn't uncommon for on-premise providers to lure their customers in with inexpensive technology. Once they’re on the hook, however, the support and maintenance fees kick in. These charges can be anywhere from 15 to 20 percent of the list price (not the sale price), substantially raising the monthly cost.

If the fees themselves weren't bad enough, many vendors begin assessing charges the same day the product is shipped out of the warehouse, despite the fact the software hasn't even been implemented. As a result, companies are being charged for services before they are able to receive the benefit.

For a number of vendors, this is the key to driving revenue. Razor manufacturers, for instance, don't make their money off of the razors, they make their serious profits off of the blades. The refill is the key. In the call center space, support and maintenance are the refill to provide that residual revenue. Providers bank on the fact that this necessity is something that will be paid for, regardless of use.

While on-premise hardware firms were losing money during the current recession, they were setting record profits by ongoing maintenance fees. This imbalance helped to motivate call centers that utilize hosted predictive dialer technology to clearly research the cloud and its advantages. The shift in supply and demand will definitely change if these industries are on board.

There are so many benefits in the cloud versus on-premise technology, especially when the former offers the hosted predictive dialer. The subscription-based model is ideal and usually includes support as part of the delivery, including updates and maintenance, which there is little of. So there are no hefty upfront investments and expensive maintenance and support fees every month.

Don't be fooled, on-premise technology providers know their business well and can offer comfort to those confused by the cloud, and its often a game of numbers. Spend millions upfront to save $200,000 in taxes the next year. This hardly makes sense. Being informed on every option, including the cloud, can not only save money but provide an increase in productivity and efficiency.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Juliana Kenny

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