"The outbound call center software should orchestrate call center services, deliver the required data to the agents, and make the customers feel that they are getting personalized and customized services while increasing profits for the call center."

Outbound call center software is specifically designed for call centers that make outbound calls to various customers on behalf of a certain client or business. The calls made from call centers can be sales calls, telemarketing calls, survey calls, contact list updating calls, verification services calls or even fund-raising calls.

Good customer service applications are required in order for a business to gain the edge over their competitors. Well-integrated applications and solutions increase customer engagement, business innovation and efficiency. Companies with unique customer service strategies characterized by a tight integration of both business and customer data stand a much better chance in today's business environment.

The solution should increase the overall efficiency of the call center. The outbound call center software should orchestrate call center services, deliver the required data to the agents, and make the customers feel that they are getting personalized and customized services while increasing profits for the call center. The application should additionally enhance the call center's investment in infrastructure and other tools such as CRM and Unified Communications. Additionally, the software should expand market opportunity for the call center by seamlessly integrating into other enterprise productivity applications. The application should also be capable of removing barriers to customer service-related systems, facilitate the extension of the call center's legacy systems into contact center operation while making it possible to use the information they contain so as to serve the call center's customers better.

Features of outbound call center software applications should typically include:

Predictive Dialer. This boosts productivity and efficiency by automatically calling several contacts, usually based on estimated agent availability.

Power Dialer. The dialer increases productivity by calling multiple contacts simultaneously whenever an agent becomes available.

Progressive Dialer/Preview Dialer. This feature automatically calls individual contacts whenever an agent becomes available.

Agent Scripting. Enables agents to deliver consistent messages to their contacts. A web-based agent script is used for this purpose.

Campaign/List Management. This feature operates multiple auto dialer and outbound call campaigns by using one or several lists.

DNC Compliance. Handles DNC (Do Not Call) requests while complying with applicable calling regulations.

Data Import. This feature imports outbound calling lists as well as contacts by using a wizard or automatically through FTP (File Transfer Protocol).

Call Recording. Accesses the quality of agent performance.

Quality Monitoring. This feature silently monitors agent-customer conversations.

You can get more information about Outbound Call Center Software by visiting Predictive Diallers