Hosted Predictive Dialer

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  Hosted Predictive Dialer Featured Article

February 15, 2012
Hosted Predictive Dialer in the Cloud - Should it be Private?
 By Susan J. Campbell, TMCnet Contributing Editor

There has been much talk over the last year surrounding the benefits of taking your business to the cloud. Many of these conversations focus on the public cloud, but have you investigated the private cloud? Perhaps more importantly, do you grasp the differences between a public and private cloud? Will a hosted predictive dialer operate differently in a private vs. public cloud?


According to this IT Business Edge blog, the platform of a private cloud is structured around a group of virtual servers that utilize redundant technology. The private cloud is basically a dynamic computing network with storage hardware that is exclusively used by a business or multiple businesses for cloud computing. A hosted predictive dialer would be just as well suited for the private cloud as it would be a public cloud.

While it’s easily assumed the hosted predictive dialer is only in use in the big call centers, small- and medium-sized businesses are using them, too. Some small IT firms are using private cloud constructed with open source technology. Sales personnel are able to place data in their customer relationship management (CRM) platforms from remote locations because everything is in the cloud. This private cloud with the open source construct also reduces the total cost of ownership.

LiveVox (News - Alert) has made some ripples in the hosted predictive dialer industry by taking a new approach in its architecture. This new approach has allowed the company to assist contact centers in getting rid of complex IP-PBX (News - Alert) hardware integration, and it’s offered in the private cloud.

With all the cloud computing platforms available today, the swing toward private cloud computing is starting to turn. One needs to look no further than Microsoft (News - Alert), which has a new System Center 2012. This system has a virtual machine manager that builds layers of abstraction in the virtual environment. This allows for a much smoother process in building fabrics and implementing cloud components.

Cloudscaling is also worth consideration. It is offering what’s being called the OpenStack private cloud platform. The company’s CEO recently said that the service “essentially delivers an Amazon Web Services (News - Alert)-like cloud, but on a customer’s premise.” 

Cloudscaling also uses open source software for constructing clouds. Piston, an organization that got its start by a NASA cloud platform architect, offers an OpenStack distribution model. Another company with NASA ties is Nebula, an employee of which who has also contributed to OpenStack. They are working to build private clouds with OpenStack.

With most IT companies and call centers using hosted predictive dialer technology already invested in virtual technology, some might be wondering where the cloud layer differs from the virtual layer. One way to look at is that cloud layers include architectures that are utilizing modular hardware scalability to achieve benefits promised in the cloud.


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Juliana Kenny
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