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Romney/Obama Agree on at Least Something: The Importance of Predictive Dialers

TMCnews Featured Article


October 29, 2012

Romney/Obama Agree on at Least Something: The Importance of Predictive Dialers

By Jamie Epstein, TMCnet Web Editor


As here on the East Coast we are currently getting pounded by hurricane Sandy, Election Day isn’t slowing down or even stopping as it now is full steam ahead. Even though our opinions may differ on who is the best fit individual to run this country, one thing we can all be in unison about is the fact that without technology including predictive dialers in place, it is likely voter turnout would significantly decrease.


Sometimes people forget or are even just too lazy to visit a polling facility and that is where these dialers come in, as they can quickly alert the public and continuously remind them with voicemails about casting their ballot until the day of decision arrives. With the race between Obama and Romney still very close, the waiting-to-be-filled commander in chief position could still be anyone’s game.

Texas-based SpitFire, a major provider behind communication-related innovations, develops delivers and supports call center innovations that can be leveraged throughout a wide range of industries and helps firms to drive productivity and simultaneously grow profits. Its Enterprise Predictive Dialer powers multiple features that sets itself apart from competitors in the space including: blending outbound and inbound DNIS-based call routing, offering 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, powers role-based users for better security on feature access, recording every call on the SIP platform, enables unlimited disposition codes for each campaign, providing unlimited custom fields for each campaign, automatically performing disposition-based redialing, allowing agents to be assigned to skill groups, unlimited no call lists, running on Microsoft (News - Alert) SQL, improved logging through use of auto-e-mail 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 e-mailing.

Additionally, sales tracking and reporting functionality 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 also have the option to analyze data by agent or campaign with access to real-time data.

Earlier this month, the company enhanced its offering with new capabilities that include preamble messaging, text-to-speech and APIs 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, and 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.

On the other hand 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 all of the possibilities available via this dialer, it’s obvious to see why even the most influential men in politics would use this solution to improve the chances of their becoming the next president of the United States.




Edited by Amanda Ciccatelli







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