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In the Spotlight: SpitFire Predictive Dialer PRO Gives Agent Productivity a Power Boost

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October 11, 2006

In the Spotlight: SpitFire Predictive Dialer PRO Gives Agent Productivity a Power Boost

By Stefania Viscusi, Assignment Desk, Content Management

Advanced dialing capabilities have become necessary in the outbound call center as the need for agents to quickly and effectively be connected to live caller's increases. When it comes to predictive dialers, OPC-Marketing's SpitFire brand of dialers are “ready to make the call!”
SpitFire Predictive dialer, OPC Marketing’s latest releases, gives agents a host of new capabilities and features, offering enhanced functionality and reliability-- while empowering agents to be faster, and more productive with their time than ever before.
“Our people are committed to serving the public — to introduce communication equipment that will make a positive impact on the world. It is not just professionalism and expertise that set our staff apart. They also have a strong commitment to their mission, to the quality of their work, and to the clients they serve. Loyalty and relationships link OPC’s staff and, in turn, link staff to clients. Their work is more than a job; it's a career of mission-focused solutions” stated Mike Henochowicz, OPC’s president and co-founder of CompUSA’s technology “Super Store” chain.
Predictive capability eliminates the lost time call centers are faced with when dialing systems reach busy signals, answering machines or disconnected numbers.
SpitFire Predictive places calls for agents as well as intelligently predicts when an agent is available, only transferring those new calls to agents once a live person is connected to, on the other end.
The solution offers agents customized scripts, caller ID data population, tools, notes and contact information capabilities that help boost their productivity.
SpitFire Predictive provides call center administrators with robust stats, displayed on their screen, along with customized scripts. New reporting displays are also part of SpitFire ReportMaker latest features. With this, monitoring the campaigns progress in real-time is possible and fully integrates to Crystal reports. The ability to print follow up labels to do mailings and more, is also provided.
With the SpitFire dialer, more than one campaign can begin. Call blending allows you to throttle the ratio of inbound to outbound lines. As the calling campaign changes throughout the day you can get the system to add more inbound lines or outbound lines-- Talk about getting the most out of your agents, with all of these features, they'll never have to have unproductive calls again.
As the capabilities of VoIP penetrate the world of communications, call centers are also starting to utilize its capabilities to allow remote agents to work from any location in the world. This latest version of SpitFire optionally supports this cost saving technology shift, with the ability to route calls to agents via VoIP.
Some of the other powerful new SpitFire PRO features to look forward to were outlined by C. Sorensn, Marketing Manager, OPC-Marketing:
MySQL Database — Offering unlimited calling capabilities and for all kinds of calls. Also used within the DNC scrubbing feature to delete un-callable records upon import. Entire States Do Not Calls Lists can be scrubbed in as little as 5 minutes.
MySQL is a relational database management system, which means it stores data in separate tables rather than putting all the data in one big area. This adds flexibility, as well as speed. The SQL part of MySQL stands for "Structured Query Language," which is the most common language used to access databases.
SpitFire Predictive PRO MySQL database on the dialer is the most popular open source database in the world, and runs more servers on the Internet each day than any other database. SpitFire makes it easy to use this powerful database feature and is transparent to use by you or you’re Agents.
Primary Rate Interface (PRI) – Allowing for Caller ID changes, calling connections and dialogues, faster than ever.
ScriptMaker- For organizing how your campaign works. What does the dialer do when it gets a hold of a live person? An answering machine? Should it play a message to leave on the answering machine? What does SpitFire do when it gets a busy answer, no answer? Message recording and more.
ListMaker- importing and exporting databases in the most common and easiest to use forms like text, .CSV, comma delimited and more. Define and map fields from databases. Lookup and search for records, perform utilities on your lists.
JobMaker – Start and Stop campaign calendar based on time of day, week, month, year, area code’s, to do lists and a planner is built in.
Call Transfer - Offering new choices for transferring to specific locations worldwide instantly, having hold commercials, music or immediate agent connections.
Co-location Services - All new security monitoring, backup and bandwidth like never before.
Call recording system optionally available, huge call capabilities up to 50,000 recorded hours before backing up to DVD, become fully compliant with today’s laws in areas like health care and more. Call recordings are easily retrieved using simple, plain English file naming structures.
Under development: SpitFire Predictive dialer’s real time integration to National 411 databases (more than 7 national data sources), ability to develop calling list by geographic data, populate by latitude and longitude and increase search capabilities by radius filters, such as: 10 miles, 50 miles, 100 miles and so on. Query street names, last names cities and more. Subscription required.
SpitFire operates in Windows 2000 or XP on either analog (POTS) or T-1 lines. Fully integrates into existing PBX’s (News - Alert) and current windows based software you already use. For a product solution from 1 to thousands of call center agent seats to meet your needs, get a demo, pricing and more information, please visit:
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.

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