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Why Cloud Integration Matters with the Hosted Predictive Dialer

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February 21, 2013

Why Cloud Integration Matters with the Hosted Predictive Dialer

By Susan J. Campbell, TMCnet Contributing Editor

Organizations operating in the call center industry are increasingly turning to hosted solutions to streamline operations and reduce the overall costs associated with customer interactions. To truly be successful, cloud technologies must be fully integrated or optimal efficiencies across the enterprise may be missed. Enjoying the benefits of the hosted predictive dialer, for instance, is only possible if the dialer can integrate with current call center solutions already in place.

A recent LiveVox (News - Alert) article explored the challenges involved in technology integrations, examining how to overcome any challenges that may exist when integration is enabled in the cloud. The organization can optimize carrier routing and enjoy the full cost and functionality benefits associated with VoIP. When integration is enabled through cloud-based solutions, the headaches of onsite manipulation are removed and the call center can start reaping the benefits almost immediately.

Take a look at the benefits involved in VoIP integration. This communication platform has completely changed the way the enterprise communicates and what it pays for that communication. With cloud VoIP integration, there is no need to know the codec, the best applications to install or how the dialer will mesh with the PBX (News - Alert). An integrated call center tool is already optimized for this environment.

The hosted predictive dialer will also automatically integrate with the CRM as Web services are already built into the system that allow for API communication. The front-end can be customized according to the needs of the call center and its agents. The same is true for carrier integration. The hosted predictive dialer provider has already worked out the details on the other end, allowing the call center to simply plug and go, without configurations or long-term contracts.

Cloud-based integration also eliminates the headaches involved with supporting the multichannel call center environment. As highlighted in this MS Dynamics piece, the cloud vendor has already laid the ground work to support the multiple levels in place in the multichannel contact center, eliminating any programming or development work on the part of IT. This streamlined integration extends beyond the contact center to include any technology that must integrate with customer-facing channels.

The demand for cloud-based integrations is apparent with the success of Dell (News - Alert)-Boomi. According to this Integration Developer News report, its cloud integration has hit one million integrations per day. The demand is driven not only by the streamlined approach to integrating multiple solutions and platforms, but also its ability to handle the massive amounts of data companies are gathering and storing on a daily basis.

With cloud-based integration, the call center can immediately launch the hosted predictive dialer, enjoying the benefits and turning attention to other pressing issues within the customer service environment.  

Edited by Rachel Ramsey

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