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What to Look for When Implementing a Predictive Dialer and Other Call Center Software

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February 12, 2013

What to Look for When Implementing a Predictive Dialer and Other Call Center Software

By Rajani Baburajan, TMCnet Contributor

CallFire specializes in cloud telephony solutions including an auto dialer and a hosted PBX (News - Alert) that are ideal for call center environments. According to the company, powering a successful call center requires a thorough understanding of the complex software technologies supporting it including a predictive dialer.

To make call center implementation easier, the call center provider has recently released a definitive guide to help those looking to buy call center software. The guide details the features that are critical to running a successful contact center now and in the future.

CallFire Marketing Director, Daniel Tawfik, said in a statement, "Call center software has to be both scalable and easy to maintain. This guide was created to help any purchasing manager through the highly complex world call center.”

Within the manual, it is revealed that organizations need to analyze four fundamental questions before making their final purchasing decision.

First they should ponder if there are there any prerequisites to adoption? CallFire emphasizes the fact that new technologies must be deployable without first requiring difficult or expensive system upgrades. If they are not easily leveraged, call centers can expect to pay significantly more than the advertised price.

Next, is the product resource neutral? Resource neutral products do not demand additional resources and time for configuration and setup. The guide explains that the opportunity cost of setting up a call center or can be quite extensive. However, the company’s hosted IVR is easy to install and obviates the need to have an IT person oversee a slew of hardware devices.

Third, is the product scalable? Any call center technology being utilized should be scalable to meet the growing needs of organizations.

Finally, is it immediately deployable? A lengthy call center deployment that could take months won’t deliver results in a reasonable time frame. The best solution to address this is cloud-based business VoIP solutions which are usually immediately deployable, allowing a company to push its resources into having an efficient business strategy.

Edited by Jamie Epstein

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