SpitFire Predictive Dialers

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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.

    Example:
    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.
[Read More]
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Predictive Dialer Featured Article


February 10, 2011

Talkument and Tracer Solutions Use Predictive Dialer Solutions to Enhance Customer Service

By Anuradha Shukla, TMCnet Contributor


OAISYS has unveiled the new version 7.0 release of its Talkument and Tracer solutions and has made them available for early adopter field trials.

Using various triggers such as predictive dialer integration, voice activation, and other third-party apps via the OAISYS (News - Alert) Desktop Client Application, Tracer Screen Recording functionality can now be enabled.

Delivering multiple user-requested features, public safety enhancements and key functionality, version 7.0 is aimed at simplifying solution administration and enhancing overall performance for the enterprise market.

OAISYS claims that its Talkument and Tracer call recording solutions are compatible with leading IP business communication systems, including those from Avaya, Mitel, ShoreTel, Toshiba (News - Alert) and others.

These solutions aid companies to improve customer service, reduce costs, increase revenue and drive overall profitability.

"Version 7.0 is the culmination of the extensive efforts we put into enhancing our Talkument and Tracer solutions in 2010," said Brian Spencer (News - Alert), president of OAISYS. "With this release, we have met our ambitious product roadmap goals to deliver an industry-leading solution that incorporates our users' feedback and functionality requests. It also advances our competitiveness in essential vertical markets, such as public safety. It's an achievement of which we are all extremely proud."

According to a release, the company has included specific features into version 7.0 including Active Directory Integration, 64-Bit Windows Support, Enhanced Screen Recording Flexibility, Multiple MiTAI Connections and Quality Monitoring Enhancements.

"We created an exceptionally extensive product roadmap for the past year," said Spencer, "and our R&D, testing and support groups delivered on the promises we made, as is reflected both in our year-over-year sales growth and early adopter feedback. We are proud of the efforts that went into Talkument and Tracer version 7.0, and we are certain our customers and partners will be highly satisfied with the results."

Read a related article at TMCnet “OAISYS Receives Customer Interaction Solutions Magazine's 2010 Product of the Year Award.”


Anuradha Shukla is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.

Edited by Juliana Kenny

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