Call centers throughout the world rely on one key element for success: predictive dialers. While there are many different variations of this dialer technology currently on the market including cloud-based and on-premises, SpitFire, an Addison, Texas-based business that is deeply rooted in the call center products market, continuously strives to power the most reliable, scalable and easy to use offerings on the market.
I recently had the chance to speak with SpitFire officials in regards to the highlights it experienced this year as well as current trends that are affecting the predictive dialer space.
“We’re always adding new features and capabilities to our software programs, and 2012 was an exceptional year. Perhaps the biggest was increased utilization of APIs to integrate the SpitFire Enterprise software with numerous CRM applications. This technology also works with customer websites to automatically push data to the dialer for faster response times. Our ability to customize our software to individual customer requirements really gave us a big push this year. We added lots of ‘features’ like agent to agent transfer in which the data screen transfers with the call. Also, text to speech now gives us the capability to personalize outgoing preamble messages with specific customer data. We also expanded reporting to track sales dollar amounts, and added settings to stop any campaign based on reaching a pre-designated number of hits,” according to SpitFire.
Additionally, the predictive dialer provider expanded its footprint significantly in 2012, particularly within the in lawn care industry. Not only do these organizations utilize SpitFire Enterprise Predictive Dialer for prospecting, contacting customers for renewals and seasonal up selling, but they leverage specific software applications for their industry as well.
When analyzing increasing popular trends in the ever-changing dialer vertical, officials stated, “One of the biggest we’ve seen is call centers transitioning back from hosted dialers to premises-based solutions. Cost-wise, it’s much more economical to buy dialer software for a one-time cost, rather than pay monthly. On-premises also gives you better control over your dialer and phone lines. You’re not locked into a carrier the host uses, which is typically shared-bandwidth VoIP instead of dedicated-bandwidth SIP which has a much higher call quality. Further, many customers have concerns over security and transmitting customer data and phone numbers to a hosted website. With on-premises, it’s all kept on your local server.”
New technologies that have come to market that have changed the predictive dialer space within the last 12-months include hardware that was once required to own and operate a dialer being made much simpler. With SIP, you no longer need expensive, cumbersome “telephony” cards in a specially-built rack server. You can use basic Windows servers and workstations. This not only greatly reduces the cost for hardware and IT support, but also makes it infinitely easier to scale an existing dialer.
“This type of IP platform enables us to seamlessly integrate with many different PBXs and phone systems, which is another vertical market for us. PBX (News - Alert) vendors can now add an affordable dialer to their product offering, and let us do the sales and support,” SpitFire concluded.
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