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

1. IP networks
2. VoIP phone systems
3. 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

1. Flexibility to scale up or down as dictated by business conditions.
2. No capital investment required.
3. No training and administrative costs.
4. Avoids long term lock in to technology.
5. Eliminates the risk of making wrong technology decisions.
6. Access to specialist expertise.
7. Access to complimentary technology.
8. Eliminates the necessity to commit office space to accommodate equipment.
9. Eliminates the requirement to arrange technical support.
10. 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

1. Direct ownership of a predictive dialer may be cheaper over 3-5 year period.
2. Hosted solutions are more expensive options for growing businesses.
3. Internal expertise is not developed or retained.
4. 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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