Predictive Dialer Featured Article

inContact Explores the Impact of Cloud on Customer Experience

inContact, a provider of on-demand call center software and call center agent optimization tools, announced the conclusion of the fifth annual inContact User Conference.

The event provided attendees with an opportunity for learning, networking and training to improve the overall call center experience, according to company officials. It also explored ongoing innovations in cloud computing and the way that inContact is leading the cloud-based call center market.

The Solutions Lab provided free advice to customer challenges and questions. The event lounge showcased the recently announced  predictive dialer, quality monitoring and screen recording solutions, as well as demos of upcoming releases and innovations on the platform, giving attendees an opportunity to do hands-on tests of new features.

The event also provided inContact with an opportunity to meet their customers and identify the challenges and opportunities in their call centers.

"It was exciting to see how cloud computing is really moving the market today and to meet with our amazing customers to see how the movement is impacting their call centers," said Paul Jarman, inContact CEO, in a statement.

inContact, according to Jarman, is trying to help customers become superheroes in their call centers. “The thought leading keynotes, breakout sessions and activities at ICUC helped provide them with the skills, strategies and solutions to enact strategic change in their business.”

Keynotes delivered by industry leaders provided actionable insights to audience.

Jarman briefed the attendees on the current state of the call center industry and the changes the industry can expect over the coming years. According to Jarman, the call center market will face more change in the next five years than it saw over the previous 15 years.

Other notable speakers at the event were Chip Bell, founder of the Chip Bell Group; and  Bruce Temkin, founder of the Temkin Group and former vice president and principal Analyst at Forrester Research (News - Alert), who is also known as "Customer experience transformist"

ICUC 2010 was enriched with forward-thinking business and technical sessions designed to improve the call center experience.

The sessions were also attended by inContact customers, including Sitel, Activision (News - Alert), Graco, Williams-Sonoma, Extra Space Storage and many others. These sessions focused on topics like workforce and agent optimization, social media, Voice of the Customer or “VoC,” at-home deployment and self-service strategies.

Finally, the attendees participated in inContact Coder Royale competition. The challengers engaged in a series of competitions to create custom scripts on the inContact platform. Kevin Carroll won the competition for his unique and powerful scripts, with Coder Royale title, crown, trophy and $500.

“We learn a lot from our customers, and with the flexibility of our cloud-based solution, we can come back to them over the course of the next year with new innovations that continue to meet their needs,” Jarman concluded.

ICUC 2010 was sponsored by Siemens, Verint (News - Alert) Systems, Listen Up Espanol, Astadia, Simplify, Language Services Associates and Gryphon Networks.

Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Juliana Kenny
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What Are Related Definitions You Should Know?

Related definitions that you should know as you increase your understanding of predictive dialers include:

Dialer: generic term for any computer-driven device that places outbound calls and connects the answered calls to an agent or operator.

Agent: telephone professional to whom a predictive dialer sends the ready call.

Predictive Dialer: Predictive dialing was introduced for the purpose of increasing efficiency within calling centers. They are computer based system that automatically dial groups of telephone numbers, and then passes live calls to available agents. The SpitFire Enterprise dialer utilizes sophisticated algorithms to speed up and slow down the call rate based on, number of available agents, number of available lines, the campaign’s average call time and other statistical information.

Quick Connect: Quick Connect allows your agents to log in one-to-one with a phone line. This option is great for B2B purposes, especially when your agent needs to be on the phone line through the entire call.

Fixed Dialing: Fixed Dialing gives your call center manager the power to manually set the volume of calls. The software will then automatically dial a predetermined number of lines per agent. Fixed dialing is ideal for political campaigns, charity campaigns, and other situations drop call ratios are not a factor.

Auto dialer: makes thousands of calls screening for busy signals, no answers, fax machines while detecting answering machines/voicemail and delivers pre-recorded messages. SpitFireX Auto Dialer is a low cost solution for voice broadcasting.

How Do Predictive Dialers Work?

Predictive dialers use complex mathematical algorithms that calculate, in real time:

  1. the number of available agents
  2. the number of phone lines available
  3. the probability of reaching a human being at a specific number
  4. the time between calls required for optimum agent efficiency
  5. the length of typical agent/customer or
    debtor conversations
  6. the average length of time agents require to wrap up after a call

SpitFire Enterprise Predictive SEP is a fully blended call center solution that supports unlimited lines, agents, and campaigns. Its greatest strength is in its flexibility: multiple campaigns can be set up, viewed, and changed with the click of a button. With easy options for customization, data and dispositions can be catered to each campaign. In addition to our user-friendly interface, SEPhighlights full customer data and combines multiple campaigns on one screen. All the information your agents need is accessible at a glance, freeing their energy to focus on what matters: the calls.

Keep It Simple with SpitFire Fully Integrated Call Center Software

Our greatest priority is making your call center run smoothly, and we do that by developing software that is intuitive and easily integrated with your current systems. SEP works seamlessly with most CRM applications and long distance carriers, making it the simplest and most cost-effective solution for your call center.

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Benefits of Using a Predictive Dialer

  1. Manages the process of dialing tens of thousands of calls or tens of millions of calls in its lifetime.
  2. Detects the result of the call, as an example: no answer, busy, fax, bad number, answering machine without any presence of human expertise. Consequently saving time by only transferring calls which are voice connects to the agents locally or remotely.
  3. Using predictive dialer increases the productivity of the company by drastically increasing the time agents spend on the phone talking to actual customers or prospective clients.
  4. Predictive dialer users get the ability to organize and better manage the client information, no lost notes scribbled on pieces of paper. The database used by the dialer organizes the calling structure.
  5. The most significant task done by the predictive dialer is to predict, which means always making an effort to get a live call to the available agent with the shortest amount of wait time. This is achieved by self learning algorithms within the predictive dialer to increase or decrease the dial ratio per agent, logged into the system.
  6. Inbound call can be better dealt with by allowing the customers to wait on hold in an IVR system, or a way to leave a message they'd like a callback while the agent is busy talking with other customers.
  7. Most important benefit of a predictive dialer is it reduces expenses for your company over a period of time since you do not need to buy and deploy a complex and sometimes extremely expensive PBX system. Your company will experience return of investment (ROI) in a period of six to twelve months.
  8. A predictive dialing system can effortlessly fit into your companies existing infrastructure since it is software controlled.
  9. The call routing logic and the contact management is all included in one software package. Your call routing logic implemented as per your specifications. Since it is a software package it can easily be upgraded even if you are located remotely with the help of internet.
  10. Provides an added cost effective method of managing the client database by giving the user of the predictive system ability to rework your database on previous call results.

    1. only redial records which were busy, no answers and answering machines
    2. Delete records which are bad numbers, disconnected numbers or operator intercepts
  11. Do a real time look up against the do not call database saving the predictive dialer user from accidentally calling people who have enrolled in the do National not call registry. This saves the company from lawsuits and others risks conforming to all legal statutes and FCC complaints.
  12. Provides progressive dialing capabilities like call blending which means handling inbound and outbound call at the same time.
  13. Provides ability to integrate call recording devices and call monitoring interfaces which helps call center supervisors to train agents and users and improve their customer support skills.
  14. Easy to setup and learn the predictive dialer logic and software tools.

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