TMCnews Featured Article

The predictive dialer is a key asset for any call center environment as agents save a considerable amount of time and managers maximize productivity when intelligent, automated solutions are put in place. In a world where cloud-based solutions are gaining ground in terms of adoption, is it possible to extract the desired benefits from web-based or hosted predictive dialers?

When available through a hosted provision, the predictive dialer can improve and streamline the operations of the call center by performing a vital call center task. When designed with virtual intelligence, the predictive dialer can handle outbound calls and then distribute them to agents in a way that ensures all agents receive the same amount of calls, or a volume tailored to the management of the center. As a result, productivity of all agents is increased.

This essential technology solution will also filter specific lists of phone numbers. A number is scrubbed based on the Do Not Call Registry, a regulation that can lead to unnecessary legal actions or complaints when not built into the call center’s strategies. Removing this threat, the technology will also filter out numbers that may be busy, result in no answer, produce fax tones or no signal, reach an answering machine or present other obstacles to connecting with the targeted individual.

Eliminating wasted time among agents is a key goal for any call center seeking to keep costs to a minimum while maximizing the potential impact an agent can have on a live call. A predictive dialer that can be used on a virtual machine eliminates much of the manual processes that can hinder productivity in the call center trying to compete on a global level.

When enabled through a virtual machine, the predictive dialer is used through web-based or hosted technology. Also known as a predictive dialer cloud system, such an approach can be used to eliminate various capital costs, including those associated with dedicated servers, ISDN and more as they are observed from a remote data center within the specialized contact center solution provider. The maintenance costs are eliminated as the service provider handles all management.

The hosted predictive dialer can also enable the use of the virtual agent, allowing these professionals to be a part of the call center operation, even if not physically present. With the web-based approach to this technology, agents can login and access their user profiles by simply accessing the system through a browser login.

The main benefit touted by cloud-based predictive dialers is the increase in productivity and performance, as well as the costs associated with the standard operations of the call center. When these operations are automated, the benefits are real and measurable, even when in the cloud.