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Aditya Cakrawidya
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Manager Digital Service of Retail Customer Care

Benefits of Cloud Based Dialer - Cheena Shekhawat - Blog

Benefits of Cloud Based Dialer

Cloud dialers help create a continuous calling process by ensuring close to zero wait time between calls. A new number from the company database is dialed as soon as the previous call ends, which allows agents to utilize every second of their daily working hours and connect to the next person as soon as possible, with the least amount of downtime involved.

In this article, we shall briefly discuss a few benefits of cloud hosted predictive dialers.

  1. Improved Agent Efficiency

Cloud based dialers can improve an agent’s efficiency and work productivity level through a couple of innovative features.

First, they’re able to free up an agents time by going through the telephone database and manually dialing customer’s telephone numbers on behalf of the call agent.

Secondly, there can perform call blending, a process which allows a call agent work to use both inbound and outbound channels with the assistance of an Automated Call Distribution System (ACD) for maximum efficiency.

Both of these innovative features make call agents spend less time as they switch effortlessly between inbound and outbound calling channels depending on the current call workflow.

  1. CRM and Lead Management Software Integration

There a couple of predictive dialers out there in the market, able to integrate into a call centers lead management software and access a customer’s history, sales and lead data.

The predictive dialer software solution is then able to filter out fax lines, ‘do not call’ numbers, answering machines and even determine the best prime call times.

It sends its output results directly into the call center’s CRM platform for stronger lead management. These data can later be utilized by the call center to come up with better sales and marketing practices.

  1. Increased Sales

We can all agree that being connected to the right customers is crucial in the making of a successful sale. That’s where a predictive dialer comes in.

Its innovative features such as call logging, call recording and a couple of other automated processes save call agents time by connecting them directly to customers who are most likely to make a purchase.

  1. Better Customer Service

Since predictive dialers are intelligent systems, they’re able to place calls at convenient times as opposed to regular telemarketing calls that are placed at own odd hours which are a nuisance to potential customers.  These features of predictive dialers can drive customer satisfaction up and increase customer loyalty.

  1. Reduced Operational Costs

The deployment of predictive dialers in a call center environment enables call centers to employ fewer call agents as only a few call agents will be required to handle calls. This reduces the operational costs of call centers.

  1. Accumulates Critical Customer Data

Big data is the new buzzword and companies who’re able to harness and utilize customer data effectively will always be one step ahead of the rest.

Predictive dialing solutions accumulate a lot of customer data during their workflows which they use complex algorithms to optimize their process. The call centers can then utilize the data for their other work processes.

  1. Cloud Backup

Cloud technologies are among the safest and the ability to access any data hosted on the cloud anytime and anywhere is truly a game changer for cloud predictive dialers.

Cloud predictive dialers enable call centers to access their customers’ calling information from any anywhere in the event of natural calamities or disasters on a particular call center.

  1. Time Zones

Call centers that operate in different time zones spread across different countries. This requires a calling center solution that can determine the best and optimal calling times in regards to the various time zones of their target audience.

  1. Scalability

A predictive dialer hosted on the cloud is extremely easy to scale upwards and downwards depending on the needs of the call centers. Since the system is hosted on the cloud, the new changes take place immediately and any problems arising can be dealt with promptly.


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Publish Date: July 15, 2019 6:08 AM



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