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Varolii White Paper: Automated Solutions in the Contact Center Replace Costly Predictive Dialers
[December 10, 2009]

Varolii White Paper: Automated Solutions in the Contact Center Replace Costly Predictive Dialers

TMCnet Contributing Editor
 
When predictive dialers were first introduced into the contact center market more than 20 years ago, productivity and efficiency were able to soar as this technology automated what had been a manual and time-consuming process. As time passed, technologies and computing power evolved dramatically, leading to the advent of automated outbound communication. With this introduction into the market, the inefficiencies of the predictive dialer were quickly exposed.

In a new white paper, the Varolii Corporation, a company focused on delivering on-demand communication software and services that enable organizations to more effectively reach and interact with customers, provides the five main reasons why predictive dialers are no longer the technology of choice for the outbound contact center and how proactive, automated communications offer the ability to augment or replace dialer-agent communication strategies to drive efficiency and substantially improve the bottom line.

Specific key inefficiencies that exist in predictive dialers include inefficient agent utilization; one channel; agent burnout and turnover; premise-based deployment; and capital expense, integration and licensing fees. Automated communications address each of these issues as they do not rely on agents or capacity to get the job done. Such solutions leverage existing dialer and agent investments while also allowing the contact center to focus on the end customer by providing opportunities for self-service and preferred channel communications.


To view this white paper in its entirety, click Advanced Outbound Technology: 5 Reasons You're Losing Money with Predictive Dialers. This white paper examines the unnecessary costs contact centers are absorbing with predictive dialers and how automated communications can eliminate these unnecessary expenses while preventing agent burnout, improving right-party-contact and delivering a better overall experience for the customer.


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Patrick Barnard

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