Hosted Predictive Dialer: Pros and Cons
What is a hosted predictive dialer?
It's a facility that enables a business use a predictive dialer without making a capital investment in hardware and software. The service is provided by another business that hosts predictive dialer software and associated components that may include: IVR, ACD, call accounting software and call monitoring software.
Hosting services are typically established and managed by people with in-depth knowledge and experience in using predictive dialers.
The specific services provided by a hosting business vary widely. They may also supply personnel including agents or simply provide access to to technology for direct use by end user personnel.
There's a growing trend in business to use hosted services wherever possible. Nowhere is the trend more noticeable than in the case of business phone systems.
Factors Making Hosted Predictive Dialers Possible
- IP networks
- VoIP phone systems
- Web interfaces.
Before IP networks and Web based applications there was no practical alternative to CPE (customer-premises equipment or customer-provided equipment). Nearly all businesses owned a PBX and associated equipment, and it had to be installed within their premises.
Arguments for Using a Hosted Dialer
- Flexibility to scale up or down as dictated by business conditions.
- No capital investment required.
- No training and administrative costs.
- Avoids long term lock in to technology.
- Eliminates the risk of making wrong technology decisions.
- Access to specialist expertise.
- Access to complimentary technology.
- Eliminates the necessity to commit office space to accommodate equipment.
- Eliminates the requirement to arrange technical support.
- Access to back-up facilities: equipment, power and premises.
The hosted dialer is also referred to as a virtual predictive dialer.
Arguments Against a Hosted Predictive Dialer
- Direct ownership of a predictive dialer may be cheaper over 3-5 year period.
- Hosted solutions are more expensive options for growing businesses.
- Internal expertise is not developed or retained.
- Perceived loss of control.
The use of hosting and outsourcing services is a growing trend. It puts responsibility for delivering a service in the hands of specialists, allowing managers to focus on their core business.
Service providers offering hosted VoIP PBX services commonly offer a portfolio of hosted IP based web enabled business solutions to their customers. They generate incremental income and increase the stickiness of customer relationships. These solutions commonly include: VoIP recording, call management software and a predictive dialer system with VoIP capabilities.
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