Created with the goal of creating highly flexible, easy-to-use and maintain call center products that leverage the most up-to-date technology with an constant emphasis on improving both customer service and technical support alike, Texas-based predictive dialer provider SpitFire continues to expand and enhance its customer relationships. Just recently, it launched its completely revamped website that makes it easier for both current and prospective customers to find the information they are seeking in a shorter period of time.
Touted as offering an innovative enterprise predictive dialer that encompasses a dialing campaign manager that can be ramped up and down depending on the amount of inbound and outbound calls being made, this solution can help to significantly raise the bar on call center productivity.
By leveraging algorithms that factor in crucial elements including the amount of available agents, number of available lines, the campaign’s average call time and other statistical information, all campaign settings are fully compliant with various state and federal regulations. Additionally, the Quick Connect function enables agents to log in one-to-one with a phone line, ideal for B2B purposes.
Further, the Fixed Dialing capability assists call center managers in easily adjusting the preset volume of calls. The software can be utilized to call a selected number of lines per agent and is most advantageous in political and charity campaigns.
Moses Garcia from the Heller Group commented, “We purchased the Spitfire Pro Several years ago and it has worked great for our call center, with the versatility of having remote agents using VoIP and on site makes this system one of the best out there on the market. We are able to use the system for outbound calling and do third party transfers without dropping any calls and perform manual call backs while remaining logged into the system.”
Some additional features of the SEP include: unlimited no call lists; the ability to run on Microsoft (News - Alert) SQL; agent-to-agent transfer with data transfer; Web-based manager and supervisor Interfaces; automatic disposition-based redialing; and role-based users for limiting or expanding feature access.
Also, some newly released enhancements to the predictive dialer are:
List Prioritizing / Stacking- This function assigns priorities to multiple lists in a campaign. The Enterprise Dialer will then pull records from each list, in order of priority, or simultaneously if they have the same priority.
Recording Slider – Enterprises can be set to record all conversations automatically from start-to-finish or they can even allow the agent to record a portion of the conversation at their discretion. These interactions can now be fast forward or just a portion of the recording can be listened to via the “slider” bar.
Masking phone numbers on agent screens – Managers can chose whether or not to display the number being dialed on the agent screen
List search by line or character – Searching through lists by alpha character or line in order locate any list on the dialer without delay can occur
Garcia added, “The support that OPC-Marketing provides to us is outstanding, they are available when making changes to the network and always stay on top of updates when needed. The Spitfire Pro system has worked so well that we have upgraded to their Enterprise system and with all the new features and options this system to me is even better than the Spitfire Pro.”
SpitFire is constantly adding new features and functions to its programs. Many times, these are developed through customer requests. At OPC Marketing, it is dedicated to working hand-in-hand with customers to develop the best state-of-the-art dialer software for all industries and applications.
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 Amanda Ciccatelli