Predictive dialers ramp up the productivity at any company by drastically increasing the time agents spend on the phone talking to actual or prospective clients. By leveraging this solution, users gain the ability to organize and better manage client information.
Recently TCN, a provider of hosted call center technology, launched an innovative dialer solution that ensures privacy and legal compliance and also allows clients to pause and interrupt call recording.
Complying with PCI (News - Alert) and other public standards like HIPAA, these mandates require customer-agent phone conversations to be recorded in their entirety. And with this solution in place, TCN customers can use a completely on-demand predictive dialer that powers functionality including call monitoring and agent interrupt.
The solution also includes a pause recording feature that enables companies to skip recording for 3-10 second pre-set intervals while a customer provides their payment card’s CVV, or other sensitive information.
“One of the largest Internet companies in the world approached us with this call-recording, privacy-compliance conundrum,” said Dave Bethers, vice president of Sales at TCN, in a statement. “We took the challenge and provided them this functionality as a front-end solution that requires no back-end work to ensure compliance.”
According to Li TiaTia, vice president of Operations and Client Services at TCN, complete compliance is possible with TCN predictive dialer solution.
In another predictive dialer development in the industry, TMCnet reported that Gryphon, a provider of contact governance and compliance solutions to help improve sales performance and minimize enterprise risk and liability, has unveiled its Core Phone (News - Alert), which gives enterprises the ability to scale from the largest contact center, predictive dialer sales operations to branch offices, home offices, and even cell phones.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Jamie Epstein