Automation brings the human touch: DialerAI’s predictive dialling and voice broadcast systems
DialerAI is a new player in the now-established market for call center management and automation. As a new concern, it brings new attitudes and methods, but its underpinning pedigree is rather longer.
Unlike some suppliers who rely on proprietary software to provide just the services they deem most important, DialerAI’s developers have underpinned their software with the broad-ranging capabilities of the open-source software project, FreeSWITCH. FreeSWITCH has developed over 11 years and is installed in thousands of companies all over the world.
DialerAI’s particular offering is available as a monthly payment, the total cost of which depends on the number of ports and concurrent calls required. The company’s solutions are cloud-based, although in-house installations are also available.
The company does not bundle VOIP solutions with its products, allowing customers to choose their own provision, or keep with a trusted supplier.
The solution can be white-labeled, allowing it to be offered by third parties, possibly as part of a more wide-reaching comms package, or personalized for call-center management operators.
With intelligent predictive dialing software from DialerAI, agents spend maximum time actually talking to prospects, with the software not calling out when no agents are available. Additionally, the automated system can allow for wrap-up times, and base its call routing actions on successful call rates.
There are specific aspects to DialerAI’s offering that are particularly suited to specific industries – one such is the financial sector.
Today’s financial services companies have realized that the best way to differentiate themselves in a crowded marketplace is to ensure their customers can always rely on human contact. This is particularly important in this age of electronic monetary transfer, where so easily, all financial transactions can be faceless and anodyne.
However, because employing that human touch can cost companies a pretty penny (staffing remains most enterprises’ highest cost), the canny call center operator will look for ways to maximize the availability of their staff to actually speak to and interact with customers and prospective customers.
DialerAI enables human agents to speak for an estimated 45 minutes in the hour. Without automated dialing software, those same agents will only spend around 15 minutes of each hour talking to clients or prospects.
While activities such as taking card payments and giving payment reminders and confirmations can be left to automated systems, it is imperative that all companies (not just financial organizations) have staff available on demand to speak one-on-one.
By using software that successfully combines automation and maximizes staff-on-customer contact time, companies can improve customer relations across the board. Additionally, from a legal perspective, limits on the number of abandoned/silent calls can be adhered to and accurate answering machine detection will ensure that poor detection will not prevent maximum efficiency.
One notable aspect of DialerAI is its scalability. While it can be used very effectively by a single organization wishing to automate and empower its call center and staff, the product’s modular design is perfect for scaling up.
This makes DialerAI ideal for telecommunications companies, for instance, which are wishing to provide voice broadcasting services and full auto-dialing facilities to their customers. DialerAI also lets communications companies of all types (call center operators and managers, for instance) offer a whole suite of services.
SMS services, either as a standalone service or as part of a support service to other channels (sales receipt confirmations, for example) can be offered, as can integration with a whole range of enterprise-standard external systems.
SAP, SalesForce, Oracle, Microsoft Azure and Amazon Web Services can all be accommodated with ease via the API, and users of DialerAI can be sure that they will not be trailblazers in this area: DialerAI’s parent company Star2Billing’s long experience in the comms management field provides insurance that integration with even the most esoteric of bespoke systems will be painless.
To learn more about the powerful, scalable and reliable options available to an organization regardless of size and requirements, get in touch with DialerAI today for a demonstration and discussion with one of their consultants.