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Is there a Contact Center solution out there that includes a predictive dialer?
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6 Answers
There are many good predictive dialing solutions available. As a rule, providers focus their efforts on being a great provider of inbound solutions or outbound solutions. There are a precious few that have figured out how to be good at both.
Before you look for a solution with a predictive dialer, I suggest you research some of the newly passed laws that severely limit a company's ability to use predictive dialers. You may find that a less aggressive dialing method will fit your business model better and may keep you out of hot water with the authorities.
Almost every long distance carrier has institututed a "short duration" surcharge to discourage predictive calls. In other words, if a call has a duration
Davox is an old brand that no longer exists. The Davox brand was bought out by Concerto, which merged with other companies and is now Aspect Software. I believe Aspect is the leader in the oubound dialer market.
I say look into Avaya, but that's just because I've heard good things. I don't have personal experience with it. I'm interested to see what others say.
Predictive dialers are typically higher-end solutions for installations with large numbers of agents. Siemens' OpenScape Contact Center Campaign Director is a recently-introduced system with predictive dialing. As Tom Milligan noted, there are lots of laws governing automated calling, and they vary by state, so built-in automated compliance capability is a must. LiveVox offers a hosted dialer service focused on the debt collection industry.
Northwinds Contact Solutions Virtual Call Center platform includes a predictive dialer, call recording, customized reporting, Whisper functionality and much more. See http:www.northwindscontactsolutions.com
Avaya is good, but I also like Davox. Look into it if you have a chance.
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