There are many different options when it comes to choosing the right dialer. Some prefer simple power dialers or voice broadcasting systems, while others opt for predictive dialers. Fortunately, when using the .NET VoIP development platform Voice Elements from Inventive Labs, the options are wide open. The director of sales at Inventive Labs, Gregg Williamson – who also has experience as a project manager and software developer – recently wrote about the pros and cons of various dialer options.
First of all, there are a few components that are necessary for the dialer. It needs a voice component, the logic for consuming a campaign, an algorithm (if predictive), and the ability to determine a dial result. Also, it requires an interface for agents which will appear onscreen when an outbound call connects with a person, giving information about that customer and functionality for the agent.
One option that Williamson discusses is a pure website interface. This is the most flexible option, making the agent interface a website running in a browser. This option has several advantages. It does not require agents to install local software and can be used from anywhere. If coupled with a soft phone, it is very flexible for remote agents. On the other hand, it requires additional interface development and testing. Other disadvantages include: requiring agents to be more diligent when signing on remotely, losing milliseconds of time when calls are routed, and some tools may be difficult to implement across browsers.
A second option is using agent client software, consisting of a local application installed on the machines that communicates with the dialer service. The advantages with this option include: instantaneous popups, all interface options are available, testing and development are reduced, soft phones can be integrated directly, and there are a number of security options. One disadvantage is that the software must be installed on a local machine.
There are other hybrid options available as well. Check back for explorations of these options in the future!
To find out more about Inventive Labs, visit the company at ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) is the world's largest communications and technology event returns to the Austin Convention Center where you will discover more new insights, new products and networking to keep you and your company ahead of the curve. . Visit Inventive Labs in booth # 721. For more information on ITEXPO West 2012, click here.
Edited by Allison Boccamazzo
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