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December 07, 2009

CallFire�s Auto Dialer Improves Operations for Agents Using Cloud Call Center

By Kelly McGuire, TMCnet Editor


In continuing with last week’s discussion on how California-based open-source VoIP consultancy company CallFire.com’s cloud call center can improve communication, sales and productivity for call centers, the company released a video detailing why an auto dialer is necessary for businesses using the cloud call center looking to improve sales and operations.

The great thing about a hosted dialer is its capability to help a wide array of people.  “From non-profits to financial institutions, Medical centers to schools, the Cloud Call Center helps save them all time,” CallFire officials said, which is evident by all the various features the cloud call center by CallFire offers.

However, what many people fail to realize is how much time a Web-based auto dialer can save them. Companies that have their sales agents make calls with traditional phone lists, are often wasting valuable time, and not to mention, lots of extra expenses. Plus, mistakes are bound to happen when there’s no formal system in place. 

That’s why using CallFire’s auto dialer within the cloud call center, increases efficiency and reduces the amount of time spent on unnecessary tasks. 

By importing all customer numbers into the CallFire “cloud,” a company’s sales team can log in to the CallFire system, select the phone system they’d like to use, and then begin the contacting process. And, since the auto dialer system is in the cloud and can be accessed anywhere, most companies will allow their agents to work from home, which makes for a more cost effective operation. 

This system is great because it boosts moral and makes agents more energetic on calls, company officials said. An agent logs in, selects a phone and the CallFire auto dialer system begins dialing customers automatically. 

What’s more, the system ensures that absolutely every moment is devoted to sales. “CallFire saves time by filtering out busy signals and bad phone numbers,” company officials said, adding that if an agent hears an answering machine, they can “smart drop” the call and move on to the next one, while CallFire leaves a pre-recorded message on that answering machine.

“Humans talk to humans, while CallFire talks to the answering machine, all while connecting the agent to their next call,” CallFire officials said. “It’s one big uber-intelligent automatic switchboard in the clouds.”
 

Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.

Edited by Kelly McGuire



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