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Predictive Dialer Key to Nexogy's Hosted Communications Offering

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February 28, 2013

Predictive Dialer Key to Nexogy's Hosted Communications Offering

By Rachel Ramsey, TMCnet Web Editor

Hosted predictive dialers reduce the amount of time that agents spend making calls to customers, using algorithms to match answered calls with agents to maximize efficiency. It predicts when agents will finish calls, dialing out another phone line while agents are still talking to customers and passing the call to an agent instantly after a customer picks up the phone. The systems allow agents to talk to at least two people in the same time it takes to manually dial and reach one person, increasing agent productivity anywhere from 150 percent to 400 percent.

Nexogy, a provider of hosted communications solutions, recently partnered with Sytel (News - Alert) to offer a new outbound call center solution to provide businesses with a complete cloud-based call center solution with centralized management. Nexogy’s call center capabilities are extended to include predictive dialer, agent scripting and real-time reporting capabilities.

With the predictive dialer, users can automatically call multiple contacts and connect answered calls with available agents, improving efficiency and productivity.

"One of the areas of rapid change in the contact center is the growth of diversified media services that provide all-in-one offerings, ranging from IP-based telephony through email, SMS, instant chat, video and the latest integrated web services," said Nexogy CEO, Carlos Lahrssen, in a statement. "By adding Sytel's outbound call center services, we back our commitment to bringing our partners and customers the latest, most advanced call center technologies available."

Sytel is a vendor of contact center software with predictive dialing and complete solutions for telecom providers, hosted and cloud service providers of contact center services and enterprise end users in more than 50 countries. The Softdial Contact Center is Sytel’s flagship suite of feature-rich contact center applications and services, including inbound and outbound voice services, campaign management, IVR, reporting and MIS, scripting, call recording and Softdial Phone, an integrated software telephone user interface for use by call center agents, supervisors and administration staff.

Advanced dialer features of Softdial Phone (News - Alert) include call transfer, call conferencing and call recording. Sytel has been the OEM predictive dialer of choice for many systems integrators, VARs, ASP providers and resellers.

Mike McGowan (News - Alert), Sytel’s vice president of sales, North America, added, “We’re happy to bring our support and predictive dialer technology to Nexogy’s suite of existing services. Sytel brings unbeatable productivity dialing under FTC (News - Alert)/ FCC regulation to customers who want the best in predictive dialing while staying strictly within the rules for silent calls. The increase in productivity we offer over progressive dialing means that payback for an outbound solution can be measured in weeks and months, rather than months and years.”

Edited by Ashley Caputo

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