TCN, a provider of hosted call center technologies including a predictive dialer, recently unveiled a new bring your own minutes (BYOM) service that allows clients to continue using the same telco service while on a new hosted dialer service.
The service builds on the concept of “clients bringing their own minutes,” which allows clients to connect to their telco carriers and access the service for a small licensing fee.
According to TCN, many call centers have continued to buy premises- based predictive dialers, while some elect to lease cloudbased dialers. Cloud based dialers, however, may in turn be more expensive if they incur huge service provider costs. With TCN’s BYOM in place, call centers get the benefit of a cheaper cloud-based dialer service as they continue to benefit from their carriers’ reduced telephony costs.
“Very large call centers often couldn’t justify relying solely on cloud dialers because they [the call centers] could not leverage their size to get competitive telco rates,” said TCN vice president of Sales, Dave Bethers, in a statement. “TCN’s BYOM changes all that. The writing is on the wall for premise-based dialers.”
In several case studies, the company has found that after five years, the total average cost of owning and operating a premises-based predictive dialer converges with the total average cost of leasing cloud technology—even with BYOM.
Back in June, TCN released what it claims as the first ever hosted dialer feature that allows clients to pause and interrupt call recording in order to ensure customer privacy and legal compliance.
“One of the largest Internet companies in the world approached us with this call-recording, privacy-compliance conundrum," added Bethers. "We took the challenge and provided them this functionality as a front-end solution that requires no back-end work to ensure compliance."
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Edited by Jamie Epstein