Based on feedback from our client base we have summarised what we feel are the main benefits of using an auto dialler. The benefits arrive rapidly and are tangible. This makes investment in an auto dialler a good one in terms of a quick return on investment especially when using a hosted auto dialler.
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Hostcomm's contactPro voip auto dialler (predictive dialler) supports SIP voip over vpn to encrypt voips calls over the internet. Hostcomm's auto dialers are installed with a built in IPSEC vpn server which enables agents to connect to it using a vpn tunnel.
Answerphone detect systems reduce wasted agent time by detecting and dispositioning voicemail and answerphones without involving the agents. This saves around 20-30 seconds of agent time which when extrapolated over a month equates to a large cost saving. The additional benefit is that the time saved can be used to increase sales.
SIP has become the standard VoIP protocol used across the world but is it better than alternatives such as Inter-Asterisk eXchange (IAX) in a trunk environment? This article highlights the benefits of using IAX (now IAX2) over SIP.
Any hosted auto dialer or hosted call centre is only as good as the network it runs over. Assuming your service provider has a suitable network your local network must be good enough to transport voice and time sensitive data.
Having conducted extensive research of the market we are pretty confident that this service is unique. It is a hosted service and is able to unify more types of multi media communication methods than pretty much everything else in the market.
Hostcomm's solution for PCI compliance in call centres
The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle cardholder information for the major debit, credit, prepaid, e-purse, ATM, and POS cards. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around cardholder data to reduce credit card fraud via its exposure. Validation of compliance is done annually - by an external Qualified Security Assessor (QSA) for organisations handling large volumes of transactions, or by Self-Assessment Questionnaire (SAQ) for companies handling smaller volumes.
The traditional desktop appliance for agents in a call centre is a PC. However there is an alternative which costs around £80 to buy and reduces complexity and administration. Thin client terminals are perfect for using with predictive diallers and inbound call centres and they give disaster recovery.
Single server predictive dialler solutions can be very powerful and fault tolerant but scalability is limited to the host server capacity, which means a ceiling of around 40 agents. Clustering enables a contact centre to grow through this limitation and become more fault tolerant.
Hostcomm has made available a hosted IVR demonstration which features a variety of business applications including a speech based auto-attendant, a telephone survey and a weather forecast.
The most common form of voip telecoms fraud happens when a SIP trunk or endpoint's registration details are gained by an unauthorised individual. Usually international calls are made to high cost areas and normally when the legitimate sip trunk user is asleep.
It isn't possible yet to replace your customer support service team with a clever IVR although it is possible to push certain customer transactions to one and half the costs.
Happy New Year to all readers!
Hopefully you had a wonderful time and are now ready to go back to work, I am certainly getting technical withdrawal symptoms! So if you are too you'll be relieved to know that we have some exciting new initiatives for 2011.
The traditional way of producing a telephone call transcript is anything but automated. The call needs to be recorded first which is a challenge in itself considering that the caller may use a mobile phone, office telephone, payphone or even a borrowed phone. Once the telephone call has been recorded the recording file needs to be sent to the transcription service provider in the relevant format.
Hostcomm is setting up a presence in the US so it can market its SIP trunk, hosted telephony and hosted dialler products to the large North Amercan market. The core services will be delivered 24 x 7 as they are in the UK using Hostcomm's using automated provisoning system which require minimum human input. The services will be sold through www.hostcomm.us which is a separate web site which has a special US store.
Initially the web site will focus on the SIP trunk and hosted telephony products however it will soon be delivering the predictive dialler and hosted inbound contact centre products once a reliable EST / WST support process has been implemented.
Inernational calls to the US will benefit from a much faster set up time and reduced latency as a result of the new direct UK - US voip trunk that has been set up.
We have updated our SIP trunk set guides for AsteriskNow, Trixbox, Elastix, Switchvox, Digium Asterisk and 3CX to include the latest versions of the software.
Believed to be the first in the UK of its kind the new high power predictive dialer is setting new records for performance and fault tolerance. Using the latest server technology which includes an AMD processor system (codenamed “Istanbul”) with 24 CPU cores, 32GB RAM and high speed multiple hot swappable hard drives, the new contact centre platform is raising the bar for simultaneous agents and lowering the price at the same time.
Record a telephone call from any phone to any phone, anytime and have it recorded and converted into a accurate, professional transcription automatically.
Keeping costs under control in a call centre is vital to it's profitability and longevity. During the current economic climate sales are harder to come by which means profits get squeezed and something has to give. So rather than reducing staff or folding why not try out these emergency tips for big, quick cost reductions.
SIP trunk - Hostcomm has just updated its SIP trunk config tutorials in the knowledgebase. Click here to check them out .