DialResults Lowers Costs on Multi Site Call Centers through use of IP Technology By Richard LoganDialResults’ new Internet Protocol (IP) predictive dialer technology allows contact centers to implement multi-site contact center environments very cost effectively. In fact it may be time for many traditional call centers to replace their legacy ACD environments IP based multi site contact centers have many compelling advantages. For example, they can provide intelligent skill based routing across
centers entire network to move customer instantly to best pool of agents with skill sets to handle customer’s needs immediately. This reduces costs of call center by maximizing use of CSR’s time with a reduced labor pool. It also enables consolidated reporting and management as if distributed call center was in one location. Finally IP technology allows call centers to minimize costs by eliminating costly technological boundaries of a traditional CTI applications and reducing phone charges.
DialResults’ technology is a total IP based PBX / predictive dialer-based system for today’s and tomorrow’s new multi site contact center environment. DialResults’ distributed call center architecture offers many advantages over traditional PBX/ACD’s and older predictive dialer technology because DialResults’ centralized IP-based predictive dialer system is extremely scalable, easy to use and has more functionality at a lower cost. This gives owners a higher ROI, than traditional call center equipment.
VoIP multi-media contact centers Not to many years ago traditional telephone voice calls were norm for call centers for both inbound and outbound calls. It was only way to contact, or to be contacted by consumer. In today’s marketplace consumers and business are using many different technologies to conduct business, including email, web collaboration, voice calls, fax, etc. Contact centers which are not equipped to handle these new types of customer service will go by wayside. Years ago DialResults realized that as a technology company it would have to develop technology to handle different types of media cost effectively. Thus DialResults, with its roots in telemarketing, set out to develop new technology to handle variety of multi media communications that contact centers would need in future. Today, DialResults has a VoIP multi media contact center solution which prioritizes customer needs today and in future. DialResults’ IP technology defines customer contact centers no matter what type of media is used, e-mail, fax, blending, and web applications, chat, remote agents and sites and traditional phone call.
