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SoundBite Enhances Hosted Predictive Dialer Solution with Preview Dialing

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November 01, 2011

SoundBite Enhances Hosted Predictive Dialer Solution with Preview Dialing

By Rajani Baburajan, TMCnet Contributor

SoundBite Communications (News - Alert), a provider of cloud-based, multi-channel proactive customer communications solutions including predictive dialer technology has just unveiled SoundBite Preview+, a preview dialing enhancement to SoundBite's hosted dialer offering on the SoundBite Engage Platform.

SoundBite Preview+ assists call centers in developing strategies to address regulations that limit the use of automated predictive dialer solutions for certain types of calls to mobile devices. Through this innovative solution, the agent can manually launch the preview dial functionality which then allows the agent to work in a manual-like state. The manual intervention in the dialing process gives contact centers the flexibility to re-introduce mobile devices into their dialing strategies, as well as providing agents with an account preview of pertinent information prior to launching a call, a press release revealed.

"Organizations are looking at ways to maximize their outbound contact attempts while obeying the rules governing automated dialing to cell phones," said John Tallarico, vice president of product management at SoundBite Communications, in a statement.

"SoundBite Preview+ is designed to increase mobile phone awareness by requiring an agent to launch each preview attempt manually,” Tallarico added. “SoundBite Preview+ bridges the gap between current regulations and newly proposed legislation that would modernize the Telephone Consumer Protection Act of 1991."

SoundBite's flexible platform enables parallel call passes that seamlessly transition between preview and predictive dialer modes. Additionally, the dialer can easily filter wireless numbers from a contact list for preview dialing.

The Secure Agent Interface allows the encrypted caller data to be presented via the Agent Voice Portal. The agent can view the caller information, complete a call transfer or conference in a third party if needed, and disposition the outcome of the call using custom business rules.

SoundBite's dialer is deployed across financial services, accounts receivables, telecom, retail and utility industries. Within the U.S., a top five credit card issuer, a top four wireless carrier, and one of the largest utilities providers use SoundBite's hosted predictive dialer solution in proactive customer communications strategies for marketing, customer care and collections.

In July, TMCnet reported that SoundBite had released enhancements that were to be incorporated into its predictive dialer solution. Some of these new functionalities include session recording, session transfer and enhanced agent voice portal, multi-channel strategies, local caller ID, call blending, custom disposition codes, campaign management tools, filtering and full API access.

Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Jamie Epstein

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