Stephen Sockett, who runs a home-based call center, recently wrote up
a review of what he considers to be some of the top predictive dialer applications.
"I have had the privilege of trying a few different predictive dialer applications while running my home based call center," he said, adding "some are amazing (I am still using my Spitfire Predictive Dialer, I love it)."
Not all is good, though: "One that gave me a hard time was EVS7's Dolphin Power Dialer. This one caused me to lose three days of work trying to get it to work. It turned out to be more or less incompatible with my operating system."
It wasn't a total loss: "On the bright side, they did refund all of my money."
So as Sockett says, "you'll need to research, understand the capabilities and sample a few out before deciding." To help with that, he's put together a list of what he calls "predictive dialer, power dialer, auto dialer or call center applications," acknowledging that "different people call them different things."
He focused on the products' stability, the speed at which they dial, sound quality, cost effectiveness and caller details, noting that they "range from affordable, stand alone systems to exotic and expensive."
He mentions Five9's Virtual Call Center, which he describes as "Hosted, SIP-based VoIP, Web-based. No long term contracts, there is a set up fee, familiar interface and set up. Good sound quality. Great for someone that doesn't want to own their product." He gives it three stars.
Then he rates the system he judges to have the "best professional value for a low cost," the Spitfire Predictive Dialer. It's a stand alone, SIP-based VoIP product, and he cautions potential users that "an additional server may be required."
He describes it as "feature rich, easy to use and set up. Compared to hosted products the product amortizes in about 10 months," and lends itself to organic growth "as you add on more agents or resell the service. I love it because I can use it to provide a hosted product to my clients."
David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Marisa Torrieri