While hosted contact tools have been used on a supplementary basis for some time, advancements in cloud computing technology and IP carrier infrastructure have resulted in powerful benefits for multi-site, multishore contact centers transiting to the right hosted predictive dialers, ACDs and IVRs. Companies are adopting hosted predictive dialers for benefits such as cost-efficiency, faster deployment, simplified integration, increased flexibility and scalability and global control.
Mscrm-addons.com's new predictive dialer for Microsoft (News - Alert) Dynamics CRM 2011 dials numbers of CRM-records which have been attached to marketing lists of call-campaign-activities. The scheduled calls can be processed simultaneously by various users. During processing, details about the called record and the marketing list are displayed within the call-window. The new functionality helps to perform a large number of calls within less time and enables smoother call-processes.
The company develops and distributes add-ons for MS Dynamics CRM which provides users with missing functionalities, improving the benefit of using Microsoft Dynamics CRM. Its predictive dialer is now available within the latest version of TelephoneIntegration, which connects Microsoft Dynamics CRM with various phone systems using TAPI. Further options are Skype (News - Alert), OCS and Microsoft Lync including Lync Chat. The main user interface, a pop-up window called “balloon,” displays information (e.g. call direction, caller name, call duration, etc.) and provides several functions, for example opening regarding CRM-records, creating new records and activities, searching for CRM contacts/accounts/leads, starting outgoing calls straight away, etc.
"The predictive dialer is a tool which helps to process a large number of calls more efficiently and in less time. Due to the automatic dialing, call-processes can be executed more smoothly. Additionally, it is helpful for the analysis of pre-processing and post-processing times. The predictive dialer especially addresses the needs of customers and prospects whose daily business consists to a large extent of processing a vast number of calls, like call centers, etc.," says Christian Ternek, product manager of MSCRM-ADDONS.COM, in a statement.
The predictive dialer provides the possibility to automatically or manually dial the numbers of CRM-records (accounts, contacts, users, etc.) which have been attached to marketing lists of call-campaign-activities. The lists can be distributed to various users of a team for simultaneous processing. Callers can prepare for and rework calls within generally determined pre-processing and post-processing times. In the post-processing phase, callers have the possibility to mark the call as successful/failed or to reschedule it. After post-processing, pre-processing for the next call starts again. The specific predictive dialer-header added to the CRM call-window includes details about the contacted record and the processed marketing-list.
Edited by Rich Steeves