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2023: Year in Review
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Business owners looking to build or expand their call center operations often face a peculiar technological paradox. SIP has cut the costs of voice solutions in half. Auto dialers have made dialing and connecting agents with leads nearly effortless. Today’s PBX software has provided a level of analytics that owners could have only dreamed of a generation ago, when the only data the telecoms offered was the monthly long-distance bill. Premium dialer routes make the growing VoIP solutions even more attractive. Not only can call centers switch from an on-premise PBX to the cloud, but they can now choose a hosted dialer.
So why do businesses find it difficult to launch these efforts? Because with this technology comes options. Lots and lots of options. Each option requires a decision by the conscientious call center manager looking to minimize risk and maximize reward.
With auto dialers, many are being presented with the option of selecting a hosted dialer. But what is a hosted dialer? We’re glad you asked.
Along with dialing, hosted outbound dialers typically offer a menu of value-added features, such as:
Those who rent a movie using Redbox must have a DVD or Blu-Ray player to watch it. An on-premise dialer is similar because it is a hardware solution that companies purchase upfront and integrate with their phone system. Owners with a fixed budget and a desire for control over every aspect of their phone system may prefer to make the one-time purchase. They also must maintain it, and this requires a business to have the technical expertise to keep the system up and current.
Hosted dialers are more like Netflix since they can work with little more than a computer and Internet access. But, as it would have been nearly impossible to stream an HD movie during the dial-up era, hosted dialers can only thrive on a fast and reliable network. This requires a speedy and stable Internet connection.
Also, like Netflix, hosted dialers are subscription-based, so companies pay a low, monthly fee to access their services. One key benefit is the provider takes care of updates, including new features or security fixes.
We Address the pros and cons of choosing a hosted dialer vs. an on-premise dialer solution. Looking for a powerful SIP solution for your contact center? We can help.