Comparing phoneburner and Voicent

I am currently using progress dialer from phone burner. What will I gain from switching to Voicent?

We received quite a few related inquiries this week. It seems there are a lot of confusion regarding the various dialer technologies, especially for sales organizations that never used any call center technologies. In this blog article, we address the technical side of this question.

What is a progress dialer?

A progress dialer is simply an automated click-to-call system. It operates a call list, calls a contact from the list; an agent listens to the phone call (including the dialing tone before the call is connected; after the call is answered, the agent talks to the contact or leaves a message for voice mail or answering machine; the agent then hangs up the phone; The system then automatically calls the next contact from the list and so on.

Voicent has progress dialer but it is not that popular among our customers. The following sections explains why.

Why a progress dialer is not efficient?

A progress dialer basically dials a phone number automatically. It offers almost no time savings from manual dialing. It saves some dialing effort, but nothing else. For a typical campaign, the majority of time an agent spent is dealing with machines and wait for the phone calls to be answered. This inefficiency is with manual dialing and progress dialing.

With a predictive dialer, machines can be handled automatically

When a predictive dialer makes a call, it will first detect whether the call is answered by a live human or machine. If it is a machine, it will try to leave a message after the beep automatically or quickly skip the machine. This is nice to have but does not save time if an agent still have to wait during this time.

A predictive dialer normally dials out using multiple lines. So if one line is handling a machine, the other line can be used to talk to a customer. This basically solves the machine answer problem.

With a predictive dialer, agents do not need to listen to the dial tone

Because the dialer knows when a call is answered, there is no need to listen to the dial tone all the time. Actually, it is really a bad idea to listen on multiple lines.

What if multiple lines get live answer?

It happens. In industry jargon, it is called a dropped call. Basically, after a customer says hello, the phone call is cut off / hang up. Dropped call is bad. It is a side effort of a predictive dialer.

To reduce dropped calls, it is normally a good idea to have multiple agents for a campaign. The chances for all agents are busy is less than when the campaign has only one agent. You can also increase the agent to line ratio. For normal operation, a 1:2 ratio is preferred and used.

You can also utilize Voicent Manager Dashboard software, which has an auto pacing algorithm. Once specified, the algorithm will enforce a certain set drop rate.

You can also utilize Voicent’s rollover IVR, which does not drop a call but connects the call to an automated IVR app / auto attendant.

Double or Triple Productivity is Common

When switching from a progress dialer to a predictive dialer, it is common to see your productivity double or triple.

Posted in Predictive Dialer |

How to evaluate a predictive dialer

If you are pretty new to call center technology and never used a predictive dialer before, this article is for you.

Our previous article Why predictive dialer is better addressed the topics about what is a predictive dialer and why you should use one. In this article, we show you step-by-step instructions on how to evaluate one.

Use Cloud or On-Premise Software?

Please see our previous article: Compare cloud solution vs on-premise solution.

Watch Online Demos

There are a lot of information on this website. If you are new to this technology, the best place to start is the Product Usage Help section. For predictive dialer demos, please see How to Start a Predictive Dialer Campaign.

Test with 30-day free trial on the cloud

Even you are not going to use the cloud service eventually, you can still use the cloud to test the service. You can sign up here.

The rest of this article shows steps to setup the on-premise software

Download and Install the trial software

Click here to download the free trial software. You would need a Windows computer with internet connections.

The trial software has no expiration date but has some limitations. The main one is that there are embedded test message for every phone call. So the trial version is not good to test with your customers. But it is perfectly fine for testing functionalities and call quality.

Configure the software to use your phone service

Voicent software supports almost all SIP trunks, VOIP services, and PBX systems (as long as they support SIP extensions). For more info, please see the section how do i set up Voicent software with my phone service?.

Buy it or lease it

You can simply purchase the products as a one-time payment or lease the software. For pricing info, please see Voicent online store.

Not all options and configurations are available for lease. For details, please see Voicent Lease

Posted in Predictive Dialer |

Compare Cloud solution vs. on-premise solution

Voicent offers both a cloud solution and a on-premise software solution. The software for both solutions are exactly the same. So when should you choose the cloud and when should you choose the on-premise software? The followings are a few key criteria.

Are you calling US and Canada?

Voicent cloud service has a fully integrated phone service. However, it currently only calls US and Canadian phone numbers, or receive incoming calls on US and Canadian phone numbers. So if you have to call customers in other countries, then you have to choose the on-premise solution.

Please note your agent can be anywhere in the world to use our cloud solution, as long as you are calling people in the US and Canada. On our cloud platform, it is also becoming very popular for US businesses to use outsourced sales and support staff in India and Philippines.

Conclusion: If you are calling people in countries other than US and Canada, go for the on-premise solution.

Do you have IT Staff?

One major advantage of the cloud solution is it is really easy to set up. Actually, there is very little setup needed. The moment you sign up and select the needed account features, your call center is ready to go. The most you need to do is download the agent software for each agent, and get a computer headset for each agent.

The on-premise software requires some work to set it up. You would need a decent computer to run the main software. You would also need to connect every agent’s computer to the server. If you want to allow at home agent to work, the network setup could be complicated for none-technical staff. If you have to pay someone to set the software for you, this will make the on-premise software less attractive.

Conclusion: If you have no IT staff, go for the cloud solution.

Do you have a great phone service already?

If you already have a great phone service, especially if you have a large call volume, then choose the on-premise software solution. The software is installed on your own computer and can be configured to use your own telephone service.

The cloud solution has integrated phone service. It cannot use your own telephone service.

Posted in Call Center Software, Predictive Dialer |