Predictive Dialer Featured Article

Predictive Dialer Provider SoundBite Communications Awarded the 2011 North American Frost and Sullivan Company of the Year Award

Due to SoundBite Communications (News - Alert) innovative tools including its predictive dialer, Frost and Sullivan has given the company the prestigious award of the 2011 North American Frost and Sullivan Company of the Year Award.

Throughout the years, SoundBite has continued to add new technologies to its portfolio, further helping organizations utilize outbound communications to help create highly profitable relationships with consumers. SoundBite has quickly grown to be a global provider of hosted, interactive multi-channel PCC that allows any combination of voice, text and E-messaging and predictive dialing to occur, a press release stated.

SoundBite Communications currently boasts more than 350 end-clients, including almost 50 Fortune 500 companies.

"SoundBite has successfully pivoted from its initial strength of leveraging automated voice messaging for collections applications, and become the leader in bringing the three "I's" – Interactivity, Intelligence, and Integration – to multi-channel proactive customer communications. This transformation has enabled SoundBite to become a leading PCC solution provider for the full consumer lifecycle – from marketing to customer care to payments, collections and risk management across many markets," said Frost and Sullivan research analyst Keith Dawson (News - Alert).

SoundBite is heavily focusing on new initiatives including improving PCC Results, by an ‘Order of Magnitude,’ through Intelligent Preference Management. Most PCC providers only have the ability to deliver messages, however SoundBite provides crucial tools to businesses that offer multiple ways to optimize consumer communications. SoundBite Insight, a new platform provides organizations with the information needed to quickly pinpoint the best way to communicate with a prospective consumer, in order to improve response rates.

The company is using Interactive Mobile Messaging (IMM), which is powered by two different technologies, the Dialog Engine and Agent Portal, to help organizations successfully automate customer interactions to the mobile handset. This can be done through an SMS text message, voice or email messages, or a transfer to a live agent in certain circumstances.

Through SoundBite’s technological offerings, the contact center can be easily transitioned to an ‘Interaction Center’, as SoundBite's hosted, cloud-based platform enables organizations to easily view all related customer information view, while allowing contact centers to integrate both inbound and outbound communications into a dynamic customer interaction. In addition, SoundBite has invested in multiple important contact center operations including a hosted predictive dialer, agent utilization tools, routing, and CTI for Cisco (News - Alert), Genesys and Avaya, the release claimed.

"Organizations worldwide are seeking more effective communications strategies that acknowledge consumer preferences, the ubiquity of the mobile device, and create deeper customer engagement," said Mark Friedman (News - Alert), chief marketing and business development officer at SoundBite. "In the end, it all comes down to results. SoundBite will continue its relentless pursuit of delivering ground-breaking cloud-based technologies to enable our clients to achieve the results they seek."

SoundBite Communications continues to expand its operations, recently opening a UK data center and moving some its most qualified employees to the center to further enforce the company’s growth on a global scale.

Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves
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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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