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Predictive Dialer Provider SoundBite Communications Awarded the 2011 North American Frost and Sullivan Company of the Year Award

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May 23, 2011

Predictive Dialer Provider SoundBite Communications Awarded the 2011 North American Frost and Sullivan Company of the Year Award

By Jamie Epstein, TMCnet Web Editor

Due to SoundBite Communications (News - Alert) innovative tools including its predictive dialer, Frost and Sullivan has given the company the prestigious award of the 2011 North American Frost and Sullivan Company of the Year Award.

Throughout the years, SoundBite has continued to add new technologies to its portfolio, further helping organizations utilize outbound communications to help create highly profitable relationships with consumers. SoundBite has quickly grown to be a global provider of hosted, interactive multi-channel PCC that allows any combination of voice, text and E-messaging and predictive dialing to occur, a press release stated.

SoundBite Communications currently boasts more than 350 end-clients, including almost 50 Fortune 500 companies.

"SoundBite has successfully pivoted from its initial strength of leveraging automated voice messaging for collections applications, and become the leader in bringing the three "I's" – Interactivity, Intelligence, and Integration – to multi-channel proactive customer communications. This transformation has enabled SoundBite to become a leading PCC solution provider for the full consumer lifecycle – from marketing to customer care to payments, collections and risk management across many markets," said Frost and Sullivan research analyst Keith Dawson (News - Alert).

SoundBite is heavily focusing on new initiatives including improving PCC Results, by an ‘Order of Magnitude,’ through Intelligent Preference Management. Most PCC providers only have the ability to deliver messages, however SoundBite provides crucial tools to businesses that offer multiple ways to optimize consumer communications. SoundBite Insight, a new platform provides organizations with the information needed to quickly pinpoint the best way to communicate with a prospective consumer, in order to improve response rates.

The company is using Interactive Mobile Messaging (IMM), which is powered by two different technologies, the Dialog Engine and Agent Portal, to help organizations successfully automate customer interactions to the mobile handset. This can be done through an SMS text message, voice or email messages, or a transfer to a live agent in certain circumstances.

Through SoundBite’s technological offerings, the contact center can be easily transitioned to an ‘Interaction Center’, as SoundBite's hosted, cloud-based platform enables organizations to easily view all related customer information view, while allowing contact centers to integrate both inbound and outbound communications into a dynamic customer interaction. In addition, SoundBite has invested in multiple important contact center operations including a hosted predictive dialer, agent utilization tools, routing, and CTI for Cisco (News - Alert), Genesys and Avaya, the release claimed.

"Organizations worldwide are seeking more effective communications strategies that acknowledge consumer preferences, the ubiquity of the mobile device, and create deeper customer engagement," said Mark Friedman (News - Alert), chief marketing and business development officer at SoundBite. "In the end, it all comes down to results. SoundBite will continue its relentless pursuit of delivering ground-breaking cloud-based technologies to enable our clients to achieve the results they seek."

SoundBite Communications continues to expand its operations, recently opening a UK data center and moving some its most qualified employees to the center to further enforce the company’s growth on a global scale.

Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves

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