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Just When You Thought the Predictive Dialar Market Couldn't Get Any Better, SpitFire Unveils New Capabilities

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October 02, 2012

Just When You Thought the Predictive Dialar Market Couldn't Get Any Better, SpitFire Unveils New Capabilities

By Jamie Epstein, TMCnet Web Editor

As the temperature outside continues to drop, SpitFire has incorporated some robust new functionality into its enterprise predictive dialer that is guaranteed to warm our hearts.

This dialer from the Addison, TX-based provider was already an amazing product, available for a cost-effective price. But it has now been taken to a higher level.

Preamble messaging, text-to-speech and APIs are all now ready and waiting within the dialer that can be used for both live answers and answering machines. In essence, when a live person answers, you can play a pre-recorded “preamble” message, then automatically transfer the call to a live agent.

Users even have the option to allow the customer to “press 1” to speak to an agent and then proceed to transfer the call.

In addition with the text-to-speech feature, customers can easily personalize each message to include the customer’s name, date, time and dollar amount; up to eight different text-to-speech insertions are currently present within this technology. All this vital data is also sent directly to the agent’s screen when the call is transferred to further the relationship and make it much more intimate.

APIs can be leveraged within the predictive dialer to import, change and delete customer records in the dialer automatically. It also boasts the capability needed to add and update records automatically right from a company website.

With the Enterprise Predictive Dialer, it is simple to transform designated agents into “Transfer Agents” who can handle transferred calls with a vital customer data screen that is sent directly from the outbound agent. The transfer agent has a screen similar to the outbound agent screen, and it is jam packed with important information in regard to the specific customer. This is an ideal solution for companies who require a way to take over calls from outbound agents, then transferring both the calls and data to “closers” or “verifiers.”

In addition, the transfer agent can use his or her license to make outbound calls, set up unlimited custom disposition fields, and even set automatic callback alarms.

Moreover, sales tracking and reporting enables managers to significantly increase visibility into how an agent is performing with detailed reports filled with sales numbers and the date and amount of each sale. Division heads have the option to analyze data by agent or campaign with access to real-time data as well.

This dialer can seamlessly integrate with most popular PBXs and Phone (News - Alert) Systems on SIP, PRI, analog and VoIP, as well as most major CRM programs including SalesForce and ACT. Even better is the fact that when your purchase this next-generation technology, you’ll receive 12 months of free live support and training – and if that doesn’t tickle your fancy, nothing will.

Says Michael Henochowicz on the company’s website: “Our mission is to provide the best call center software solutions at affordable pricing. We strive to offer the most flexible, easy to use, and integrated software products with timely, cutting edge product releases. Exceptional customer service and technical support are our highest priority: we seek to support our customers through our knowledgeable, friendly staff together with the latest technical tools available.”

It seems that the business is sticking pretty firmly to its goals, wouldn’t you say?

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, happening now in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Braden Becker

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