SoundBite Communications Enhances Hosted Predictive Dialer Offering

SoundBite Communications, Inc., a leading global provider of cloud-based proactive customer communications solutions, today announced enhancements to its hosted predictive dialer including session recording, session transfer and enhanced Agent Voice Portal. Available on the SoundBite Engage platform, these features increase agent productivity and ensure a high-quality customer experience.

SoundBite’s hosted dialer allows organizations to replace on-premise investments entirely, cost-effectively address capacity issues and support disaster recovery needs. The hosted offering is leveraged by large and mid-size organizations that are looking to evolve from an on-premise solution to a cloud-based model, as well as small business units within larger organizations with little to no access to their existing dialer technology.

In recent years hosted, cloud-based services have emerged as the leading alternative to premise-based systems due in large part to their flexibility, accelerated deployment time and cost-effective model. In fact, a recent Frost & Sullivan study reveals that there is a clear cost-advantage — as much as 50% — in selecting a cloud-based solution over a traditional, premise-based system.

“SoundBite continues to invest in the evolution of its hosted dialer. We have built out a comprehensive offering that allows organizations to replace their on-premise investment entirely,” said Tim Segall, chief technology officer at SoundBite. “We’re seeing a number of large organizations who have traditionally invested in on-premise technology start to move to the cloud. In fact, two of the largest U.S. wireless carriers will begin running campaigns using our hosted dialer in the upcoming weeks.”

Key Features of SoundBite’s Hosted Dialer

SoundBite’s hosted dialer has quickly evolved into a comprehensive solution for any organization looking for a highly secure and flexible alternative to an on-premise predictive dialer. Key features include:

• Multi-channel strategies
• Predictive dialing
• Multiple pacing algorithms
• Local caller ID
• Call blending
• Web-based agent application
• Custom disposition codes
• Session transfer capabilities
• Campaign management tools
• Call recording
• Real-time suppression
• Dynamic filtering
• Full API access
• International support

SoundBite uniquely offers a robust, multi-channel offering to complement its dialer which includes automated voice messaging, text messaging and email. As a result, organizations can leverage all of these communications channels from a unified platform to increase contact rates and maintain regulatory compliance. An example of the power of a multi-channel strategy comes from the United Kingdom where, according to Ofcom regulations, silent and abandoned calls must not exceed three percent of live party calls. If SoundBite detects a silent or abandoned call it can automatically transition from a dialer pass to an automated voice message.

“We’ve been using SoundBite’s hosted dialer to meet the varying capacity needs of our European clients. Many of our clients rely on the cloud-based solution to handle their dialer needs including replacement of existing on-premise systems, capacity overflow and disaster recovery needs,” said Rob Perry, chief executive officer of Telsolutions LTD. “The latest enhancements to SoundBite’s hosted dialer will enable us to successfully enter the debt collection market with a highly-competitive and Ofcom-compliant solution.”

Visit SoundBite in Booth #344 at the 72nd Annual ACA International Convention & Expo to see a demonstration of its hosted dialer.

SoundBite Communications is a leading global provider of cloud-based, multi-channel proactive customer communications solutions designed to transform the way organizations communicate throughout the customer lifecycle to build trusted, lifelong and profitable relationships. Clients can leverage SoundBite’s proactive customer communications offering and expertise in designing, executing and optimizing communications strategies to engage in relevant customer interactions that deliver long-term business value.