Predictive Dialer Featured Article

Ontario Systems' Clients to Benefit from TCN Predictive Dialer Technology



A partnership has been announced between TCN Inc. and Ontario Systems (News - Alert), an Indiana-based accounts receivable software firm. This partnership is expected to enable Ontario Systems clients to make use of the TCN web-based telephony services, including its predictive dialer


According to an announcement made by TCN, its telephony services are highly integrated with Ontario Systems accounts receivable software. The new service will be marketed to Ontario Systems clients as GCFlex. The telephony services offered under this brand will be delivered as on-demand and can be easily customized for each client. 

The GCFlex brand includes an outbound predictive dialer designed to allow agents to speak with more consumers in less time; inbound Interactive Voice Response (IVR) to provide a platform for consumers to make agentless payments; high-volume messaging delivered through automation with Foti-compliance that can easily be scaled according to inbound volume; and skills-based routing so that every customer gets to the right agent the first time. 

"The beauty of GCFlex for Ontario Systems clients will be that it's more tightly integrated to our FACS, Artiva and Collect SAVVY products than third-party dialers," said Rip Harris, director, Product Management, for Ontario Systems, in a statement. "Agents will be able to easily import and export call results, giving them more up-to-date information at their desktops.

"Ontario Systems offers premise-based dialer products which can be used to enhance the capabilities and value of TNC’s hosted interactive voice messaging, as well as its predictive dialer technology. 

“The partnership with TCN represents a blend of complementary skills and capabilities, said Terrel Bird, president and CEO of TCN Broadcasting. “At TCN, we've long been focused on cutting-edge communication technology and have become widely recognized as leaders in the field, while Ontario Systems is unquestionably the market leader in accounts receivable software solutions. Together, we can offer Ontario Systems clients powerful solutions for boosting their profitability and building their business." 

TCN has built a strong global reputation for its on-demand, end-to-end IVR solutions. The communication technology offered by this company has helped to eliminate the need for expensive hardware, subscription software and crowded call centers. 

Ontario Systems LLC serves nine of the top 10 U.S. collection firms and the top 100 hospitals and health centers in the nation. More than 55,000 representatives in over 500 locations accounting for 30 percent of the debt placed in the U.S. rely on Ontario Systems software and services.
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 Jamie Epstein
 

Predictive Dialer Live Chat Predictive Dialer Live Demo

Spitfire SEP Spitfire SPX Spitfire SPBX

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.

Read More »

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 »