Mass. While stand-alone predictive dialers are geared to pooled accounts, he says, with CTI collectors can work pooled or individual queues. That way, productivity is improved for all accounts, not just pooled ones. And no special workstation is required. CTI, which provides voice and data through the headset and personal computer preserves features of the telephone system, such as least-cost routing, call transfer, as well as silent monitoring, MacKenzie says. And at least one vendor thinks there's a back-office application that call centers have been overlooking.
Most companies try to clean up and update a database before it goes to a dialer.
Cost is also an issue when it comes to more comprehensive call center solutions. Still, a number of vendors stress the affordability of their offerings. VEL provides real-time information to customer service agents Vysym Corporation Irvine. All rights reserved.