Call center is a service that uses the telephone system in order to transmit the large number of applications. Usually deployed by large organizations around the world to increase their sales and marketing efforts. On the other hand, some organizations also deploy an installation known as contact center, which usually deals with large number of incoming requests. This facility is usually with the aim of providing support or assistance for products or services of the particular organization.
Traditionally, these two centers workspace composed, which usually contain ISDN lines, computers, telephones and most importantly of tele-callers or agents and support desk executive. At that time, the officers had to manually dial a list of numbers and continue the usual marketing strategy. For contact centers, executives receive random calls to help support irregular intervals, overburden. This resulted in lower productivity and high costs for overhead call centers and contact centers. A need for a solution was inevitable. This situation gave rise to two new solutions: predictive dialer and IVR system.
Predictive Dialer phone system is the computer that automatically dials a list of preset phone numbers. Dialing the telephone numbers in a manner that eliminates all screens and unproductive calls such as “do not call” numbers, voicemail, fax tone, busy tone, no signal, etc. The main advantage of this system is that it can automatically dials phone numbers. Therefore, it reduces the time and efforts and manual dialing increasing agent productivity and ultimately output optimized call centers.
Furthermore, IVR (Interactive Voice Response) is a system that allows callers to interact with the computer system through voice input and keyboard and finally redirect them right executive. With the installation of this system, the contact center can now redirect the applicant to support the law department and the executive has the right. This system increases the efficiency of the contact center at the same time made the system more effective support.
Now, with the advancement of technology, things have changed dramatically. To further call centers and contact centers efficiently and effectively, several specialized companies offering cloud or hosted predictive dialer and IVR systems.
Basically, the concept of these two systems is, predictive dialer and IVR system remains the same, but now is hosted on a computer network in the cloud or in simple terms, in remote data centers through Internet. This has proven to be very beneficial for both call centers and contact centers as all maintenance check and IVR servers are performed by the specialized company. Moreover, these specialist companies have also begun to offer competitive prices both in the system.
Both systems have been shown to increase the productivity and efficiency of call centers and contact centers, while reducing their overhead.
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