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Free Predictive Dialer, Contact Center Planning Yield Improvements in Customer Experience

TMCnews Featured Article

October 15, 2012

Free Predictive Dialer, Contact Center Planning Yield Improvements in Customer Experience

By Susan J. Campbell, TMCnet Contributing Editor

More often than not, it’s a customer’s call center experience which typically involves using a predictive dialer that is free from complexity that defines and leaves the lasting impression regarding your business. Instilling loyalty and ensuring a positive customer experience both hinge on proper contact center planning. Far too often, companies overhaul their contact center processes without fully considering the impact on customer experience. 

Ultimately, it’s your company’s reputation on the line each time satisfaction levels don’t match up with pre-defined customer expectations. Being proactive in regularly examining call center infrastructure including a dialer and providing continuous monitoring are key elements to successful contact center planning. 

To that end, EthosIQ and NetSocket have teamed up to provide a superior platform whose main goal is to enhance the overall customer experience. This article featured at provides details of the partnership. 

EthosIQ is known for its Customer Engagement Platform (CEP), which is a single, integrated data resource that makes reporting, process analysis, and system integration easy. System data is collected simultaneously as customer interactions take place. 

The system gathers information from Automatic Call Distributors (ACDs), routing frameworks, and Interactive Voice Response Systems (IVRs). CEP is typically implemented by call centers with 250 seats or more whose IVR, ACDs, and contact routing frameworks are provided by an assortment of various suppliers.

CEP is helpful for contact center planning, especially for organizations utilizing multiple technologies, because it streamlines operations and integrates applications into one viewable dashboard. It also pulls data from non-voice sources such as e-mail, Customer Relationship Management (CRM) programs, and Document Management Systems (DMS). 

In the partnership, ethosIQ will leverage the Cloud Experience Manager (CEM) made available through NetSocket to improve the customer experience by enhancing the quality of each call session. 

Essentially, CEM is able to provide a real-time view of each layer of the user experience all at once, on one screen. It utilizes distributed architecture that is positioned strategically at network segments such as contact centers and data centers to gather information regarding content, session, and network quality. This type of contact center planning allows SPs and companies the ability to identify and correct network issues before they get out of hand and negatively impact the customer experience.

The benefits of this sort of system for customers are numerous. One major benefit is the ability to produce an array of different reports and analytical applications from past data or information collected in real-time. A few of the reports/applications available are:

  • Automated service analysis – Details critical points where customer transactions were abandoned and gives counts for specific customer selections
  • Transfer analysis – Collects information regarding which telephone numbers, routing selections, and automated applications produced the highest number of transfers
  • Customer journey analysis – Outlines each point of a customer contact, including time called and who or what processed each interaction

Customers expect a seamless and consistent experience, whether they send a message via social media, shoot an e-mail, or place a live phone call. With programs like CEP and CEM in place, contact center planning efforts can receive the attention they deserve to ensure a positive customer experience every time.

Edited by Jamie Epstein

Technology Marketing Corporation

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