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Home » Platform » Hosted Dialer

Core Features

SoundBite’s hosted dialer is a comprehensive solution for any organization looking for a highly secure and flexible alternative to an on-premise predictive dialer.  The cloud-based offering supports a range of features to accommodate your organizations dialing needs.  

Outbound Call Routing
The SoundBite Engage platform offers Automated Voice Messaging and Predictive Dialing to address the outbound dialing needs of any contact center.  With industry-leading Answering Machine Detection and state-of-the-art control over message pacing, SoundBite Engage addresses compliance concerns and delivers calls with consistency and high quality.  SoundBite is uniquely able to blend these calls with additional channels such as text messaging and email. 

•    Answering Machine Detection •    Multi-Channel Blending
•    Interactive Scripts •    Call Escalation
•    Multiple Pacing Algorithms •    Local-to-End-User Caller ID
•    Predictive, Preview, Progressive Dialing  •    Manual Dialing (Q1 2012)

Inbound Call Routing
SoundBite's cloud-based platform allows clients to seamlessly blend inbound and outbound calls into their contact centers using our robust Automatic Call Distribution (ACD) capabilities.  For those clients looking to reduce the dependency on agents to answer inbound calls, SoundBite provides IVR (interactive voice response) systems, such as automated payment systems and other complex call routing paths.

•    Inbound ACD                  •    IVR
•    Call Blending •    Automated Payment Systems

Campaign Management and Administration
Contact centers today need agility and flexibility to meet their business needs and the expectations of their consumers.  SoundBite provides a comprehensive suite of campaign management and administrative tools to meet these needs. 

•    Campaign Scheduling •    Historical Transaction Searching
•    Campaign Progress Monitors •    Robust Reporting Suite
•    Skill Group Management •    Import and Export Tools
•    Agent Administration •    Real-time Pacing Controls
•    Session Recording •    Real-time Agent Monitoring

 
Contact Center Interaction
SoundBite Engage supports two models for interacting with contact center agents.  For those clients requiring an agent desktop application, SoundBite provides a fully functional, web-based Agent Voice Portal. For those with a pre-existing desktop infrastructure SoundBite provides standard CTI modules to integrate with call routing software from Cisco ICM, Genesys and Avaya. 

Compliance
SoundBite Engage is a highly secure (PCI Level 1) platform which provides our clients with a high degree of control over the communications outreach.  The core platform provides:
•    Support for Do Not Call (US) / Telephone Preference Service (UK)
•    Control over maximum customer hold times and abandon rates
•    US state compliance by time of day and day of week
•    Local time calling based on time zone of the device or address of contact
•    Input and output files can be encrypted both in transport and at rest
•    Preview dialing to contact mobile devices in a manual fashion


Application Programming Interface (API)
All functionality provided by the SoundBite Engage platform can be accessed either via the web interface or via the supported Application Programming Interface.  The API includes:
•    Standards-based Web Services API (SOAP/XML)
•    Secure access to the SoundBite platform
•    Language neutral (Support for C#, C++, Java, etc.)
•    Extensive documentation including sample API code
•    Full multi-channel support
•    Support for list-based and event-based interactions

Next Steps:

Download the Frost & Sullivan Hosted Contact Center whitepaper.
Contact us for more information.