TMCnews Featured Article

 Predictive dialers are a cost-effective solution for call centers all over the globe as this technology helps improve call center efficiency by reducing agents’ time spent on the phone. It also increases agent productivity as it ensures speedy dialing and a higher number of calls per hour than other dialing methods.

To further enhance the reach of predictive dialer technology, recently Voice2Phone, a supplier of predictive dialer software, launched a reseller program that allows third-party vendors to sell and distribute Voice2Phone’s results-drive technology.

The company leverages advanced Voice over Internet Protocol (VoIP) technology and Session Initiation Protocol (News - Alert) (SIP) powering an innovative solution to customers. The predictive dialer software offers two VoIP auto dialer platforms – Recorded Message or Live Operator – to meet the different types of demands from different types of customers.

The Voice Broadcasting Auto Dialer edition calls each number on the client’s list and delivers a customized recorded message. And the Auto Dialer Operator, on the other hand, is a predictive dialer system that dials targeted individuals and then transfers the call to a live operator once the call is answered.

The huge advantage of Voice2Phone SIP packages are that they are fullly compatible with Microsoft (News - Alert) Windows and require only a computer with a sound card and an Internet connection to work successfully. The system can be installed easily, so even inexperienced employees and volunteers can learn to use it in just a few minutes.

It is crucial that these dialers are compliant with both federal and state legislation. A recent TMCnet article highlights that using a predictive dialer to perform outbound call center activities may result in compliance issues if not used correctly.

In fact, in a case with potentially wide-ranging implications for compliance with the Telephone Consumer Protection Act (TCPA), the U.S. Court of Appeals for the Seventh Circuit found that an organization that places an automated call to a reassigned number without the prior consent of the new recipient may be held liable for statutory damages, even if the previous subscriber with that number had consented to the automated calls.