Adding yet another dimension to customer service and satisfaction, Sytel (News - Alert), which brings best-of-breed outbound technology to SAP customers worldwide, has made its predictive dialing software available as part of the SAP (News - Alert) Business Communications Management software, version 7.
With an integrated package of contact center software and implementation services, the Sytel solution is designed for rapid results and as a result, a payback in a SAP outbound solution can be measured in weeks and months, rather than in months and years, according to SAP Business management officials.
Communications Management is an all-IP contact center suite for inbound and outbound customer communications that is directed at improving customer service and increasing efficiency of telemarketing and sales campaigns and programs.
By complementing outbound campaign management tools with Sytel's Predictive dialer, contact centers can further increase their productivity by cutting waiting times and increasing time spent with customers.
“We are delighted at this major step forward with SAP,” commented Michael McKinlay, CEO at Sytel, adding, “We look forward to serving their many customers around the world who want the best in predictive dialing, whilst eliminating silent calls.”
Predictive dialers are outbound call processing systems that can call a list of telephone numbers automatically, instantly connecting waiting reps with customers. This not only reduces the time that agents spend waiting between conversations, but also reduces the chances of someone answering when no agents are available.
These dialers are easy to install, configure and hence are considered very important in telemarketing, surveys, payment collection and more. They measure a number of factors in order to adjust outbound calls.
Given what predictive dialers can do, investing in one is a conscious effort to save the most precious commodities for organizations - time and money.
In other news, Dialtel, a provider of hosted IVR services such as voice broadcasting, virtual PBX (News - Alert) and virtual call centers, will be offering free data to Merchant Service Providers (MSP) for the purpose of Automated Lead Generation. Using Dialtel’s hosted dialer, MSPs will be able to blast out messages to businesses across the U.S. to generate leads for their business.
Edited by Rachel Ramsey