TMCnews Featured Article

Call centers are a major part of many business operations, serving as one of the front lines of a business' contacts with their customers. Whether the calls are coming in or going out, the contacts represent one of the biggest parts of a business, and the proper use of hosted predictive dialing can help add cost-effective measures to improve business with chances for improved sales, while keeping the expenses required to generate these sales low.

There are several options a business can pursue when it comes to predictive dialer services. Such services can either be operated in-house with a business' own systems, or a business can instead choose to subcontract, using hosted predictive dialing services. While in-house systems have their own set of benefits, they also commonly come with substantial expenses for the business. An in-house system requires the purchase of a full server system to run the predictive dialer, as well as the necessary software to put behind it. Turning to a hosted service, meanwhile, improves the idea on several levels.

Hosted predictive dialer systems offer several useful features in their own right, including support from the hosting company. When the systems required to drive a hosted predictive dialer is someone else's property, they do the job of upkeep. But there's more to the story than just easy upkeep; hosted predictive dialer services can handle both inbound and outbound calls for added efficiency, filter calls based on sub-optimal measures like busy tones, answering machine messages and those on the federal Do Not Call list.

LiveVox's predictive dialer service, meanwhile, also adds on a level of Web-based management systems designed for campaign management, as well as a level of predictive pacing and a variety of contact channels that will work with the software. The LiveVox (News - Alert) service also brings in support for predictive campaigns as well as preview and manual campaigns, integration with several currently available products, as well as a complete graphic user interface for use in account strategy and execution customization. These factors combine to form a system that can handle both incoming and outgoing, making a system of impressive efficiency overall.

While the value of in-house predictive dialer systems versus hosted predictive dialers will be the cause for debate for some time in IT circles, as well as in the upper echelons of business in general, hosted predictive dialer services in general--and more specifically LiveVox's line of hosted predictive dialers--will have plenty of value to offer their users.