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News : Convoso Announces New Dialer Product to Support TCPA Compliance

#contactcenterworld

Woodland Hills, CA, USA, Sept 22, 2020 -- Convoso, a provider in omnichannel outbound contact center software, announced the newest addition to its successful dialer product line. The new manual dialing system, Click-to-Comply™, was developed with guidance from the company’s team of legal and compliance experts. Utilizing a click-to-call approach, the software helps support outbound contact centers to comply with TCPA regulations that concern the use of autodialers.

Restrictions on Autodialers (ATDS)

The Telephone Consumer Protection Act (TCPA) has placed restrictions on the use of automatic telephone dialing systems (ATDS). Prior written consent is required to make contact using an ATDS.

In order to comply in the scenario where there is not prior consent, businesses must use a dialing system that requires manually initiated calls. This means that human intervention is required for each and every call or text message.


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The TCPA determination is concerned with the system itself. "A call center may be using one solution that has both automated and manual dialing modes," said Convoso Co-Founder and Chief Product Officer Bobby Hakimi. "They may think they’re in compliance if they are only using the manual mode. However they are not in compliance with the TCPA if their system has the capability to auto dial."

Regulatory compliance expert Michele Shuster, founding partner of Mac Murray & Shuster LLP said, "Call center operators should not assume that their current dialing approach is TCPA compliant just because they’re using a dialer with a manual dialing mode. It’s important to review a 3rd party opinion letter as to whether or not it qualifies as an ATDS, which your solution provider should make available."

The Click-to-Comply™ dialer product is not capable of automatically dialing, as can be done with predictive dialing software. Agents must click to call every time, thus manually initiating each call as required by the TCPA. After the call is started, the agent remains on the line throughout the call life cycle (call initiated, call connected/not connected, call ended).

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com


About Convoso:
Company LogoConvoso’s cloud contact center platform is designed to improve customer interactions and experiences at every stage of your business operations. From designing to executing campaigns and customer service strategies, our platform ensures the user experience and interactions are productive and enjoyable for both your customers and employees alike.
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Today's Tip of the Day - Every Contact Counts

Read today's tip or listen to it on podcast.

Published: Thursday, September 24, 2020

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2021 Buyers Guide Translation Services

 
1.) 
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Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

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Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 

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