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Predictive Dialer Dramatically Increases Contact Center Productivity

TMCnews Featured Article


March 19, 2012

Predictive Dialer Dramatically Increases Contact Center Productivity

By Rajani Baburajan, TMCnet Contributor


redCloud, a provider of effective predictive dialer services and contact center solutions, has revealed that predictive dialer solutions are effective in improving marketing campaign and customer support services. In fact, predictive dialer solutions can increase productivity up to 72 percent.


A predictive dialer is an automatic dialing solution which works on a series of statistical computer algorithms and dials a batch of telephone numbers automatically. The technology screens and discards unproductive calls such as voicemails, fax machines, disconnected numbers, etc., and connects only the answered calls to live agents. This helps to significantly raise efficiency.

A predictive dialer solution can also calculate various things such as the number of available agents, number of agents on calls, average call handling time and average time for the customer to answer the phone.

These innovative dialers can enhance the capabilities and potential of any contact center. However, many contact centers still have not realized the benefits of this technology and are using manual dialing services to make calls, which can drive costs and is extremely less productive.

In a recent predictive dialer deployment announcement, Landmark Home Solutions, a windows supplier based in Canada, adopted the predictive dialer solution from SpitFire.

SpitFire’s Enterprise Predictive Dialer offers multiple functions such as blending outbound and inbound DNIS-based call routing, unlimited campaigns and unlimited lists and number of ports in any given campaign, allowing agents to log into multiple campaigns, providing Web-based manager and supervisor interfaces and role-based users for better security on feature access, recording every call on the SIP platform, enabling unlimited disposition codes for each campaign, providing unlimited custom fields for each campaign, automatically performing disposition-based redialing, and allowing agents to be assigned to skill groups.

In addition, the solution offers unlimited no call lists, improved logging through the use of auto-email functionality, monitoring and whisper-coaching, support for multi-tenant architecture, automatic data-import and CRM-integration APIs, agent to agent transfer, campaign scheduling and disposition-based emailing.

To find out more about Spitfire’s robust dialer, click here.




Edited by Jamie Epstein







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