And, even though other third party peripheral systems [such as predictive dialers
or IVRs (interactive voice response)] could be linked to the monolithic PBX, the integration was anything but seamless, with integration costs, in many cases, actually exceeding the original cost of the peripheral system.
"The Latin American market for predictive dialers
is growing at nearly 40% per year, and this certification is critical to being able to offer state-of-the-art call management solutions to Brazilian call center customers.
Once hired, new employees receive eight hours of training over two days, during which they learn about the company, make calls, monitor proficient call staff, learn the predictive dialer
and are coached under the buddy system for the first three to five shifts.
Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as predictive dialer
, IVR, call recording, and business analytics
To take the solution to the next level, RJR Technology paired it with the Five9 predictive dialer
to enable contractors to make outbound calls.
It increased its "right party" contact rates from 37.7 percent using a predictive dialer
to 52.3 percent using the automated solution.
The revised iteration carries forward standard features like predictive dialer
, auto dialer, skill based mapping to route calls to the right agent, automatic call distribution to even out loads and real time reports.
Founded in 1999, TCN combines an understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as predictive dialer
, IVR, call recording, and business analytics required to optimize operations and adhere to TCPA regulations.
Its key product is Elsbeth, a solution that combines a predictive dialer
, campaign management, call scripting, real-time speech analytics and agent coaching capabilities.The target has offices and data centres in Germany, UK and Italy.