As predictive dialers are now being leveraged by call centers throughout the world, it is likely that in the New Year we will only see further adoption of this next generation technology as well as new entrants into the rapidly growing space.
However, one company that has been in the vertical from quite some time now is SpitFire, a Texas-based organization that powers an Enterprise Predictive Dialer with both inbound and outbound predictive dialer capabilities with unlimited lines that can be attained by businesses with even the tightest budgets due to its extreme cost-effectiveness. Recently, I had the chance to speak with SpitFire officials in regards to what they are forecasting will take place in 2013 in addition to various enhancements to its already robust suite that will officially make their debut during this 12-month period.
According to SpitFire, “We’ll continue to add more and more features and capabilities to our Enterprise Dialer software. We often work directly with customers to develop custom features for an ever-expanding variety of industries. For instance, our Enterprise Hybrid Dialer, which is a combination of predictive, quick connect preview, and auto dialer features has become very useful in the collections industry due to the fact that it can combine live calling with personalized messaging, and we are adding refinements based on industry needs in the near future.”
Looking ahead, the predictive dialer provider will be continuing to focus on developing vertical market solutions. Working closely with these markets to learn their business models, and then refining applications to fit their individual needs, the company’s open-ended architecture and its staff of talented programmers enables it to look at each CRM application and seamlessly integrate it with a variety of tools.
“It gives our dialer software a much broader range, more cost effectively for the customer than ever before,” officials added.
When asked what it will take for the predictive dialer space to not fall off the fiscal cliff in 2013, SpitFire commented that the overall efficiency of migrating from manual dialing to predictive dialing is something that can make a huge impact on the industry. It strongly recommends every company should look at this technology, regardless of the size of their calling efforts. From small companies with just a few reps, to large call centers, automated dialing can greatly increase profits and boost customer retention while reducing overhead.
As a New Year traditionally allows you to star t over and truly wipe the slate clean, SpitFire will instead be ramping up its quality of Internet Service Providers. The predictive dialer provider added, “Higher bandwidth, higher speeds, and decreasing costs will allow more and more companies to use on-premises dialers more cost-effectively from more locations. Compression technology will also play a big role in this area. We also predict that remote agent demands will increase. As companies look to trim overhead costs, they can utilize work-from-home agents much more easily. Satellite offices can easily work from a central dialer server in the main office as well.”
Right now, it is more important than ever for companies to utilize intuitive predictive dialers. In fact, renewals, follow ups, appointment verification and collections are all compelling reasons to establish an inexpensive way to reach customers and track results. And with more and more demographic data available, it is easy to prospect for new customers by focusing on specific targeted markets. Dialers enable company growth at fraction of the cost of other contact methods. By increasing call volumes with an easy-to-use dialer program, integrating data with industry-specific software and CRM programs, and easily tracking results, companies can drastically improve the bottom line in these challenging times.
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Edited by Amanda Ciccatelli