Echoing Linda Ray's impressions, Darren Stordahl of Avaya says that as predictive dialing enables companies to have more proactive involvement with customers, companies will try to improve the overall effectiveness with better reporting and administration across multimedia channels. Stordahl also emphasizes that although communications servers are now popular, companies will continue to use standalone predictive dialing systems. Any market has a spectrum between the high and low ends, Stordhal says. This market is more polarized than other software markets. Avaya's PDS supports 240 agents or 480 lines.
Agents have the capacity to move calls internally.
The dialer also includes new security features, including password protection and aging, where a password must be changed after a certain period of time, plus it contains a digital alarm if someone tries to gain inappropriate access. Stordhal says that security is very significant. With systems becoming more integrated in an overall IT infrastructure, you have to manage and protect customer data from malicious or inadvertent contamination, says Stordhal. In addition, the product needs to work well and meet the projected needs of your organization.