Product update: End of life predictive dialer
The predictive dialer has been discontinued (the progressive dialer is not affected) for the following reasons:
- No sales in the past 12 months. Based on recent sales figures, it does not make business sense to invest time and resource in bringing predictive dialers (with the challenges outlined below) into the new product - version 7 (due for commercial release in 2016).
- Complications around legislation. A predictive dialer must eliminate silent calls and detect voicemail, if not it will conflict with regulations.
- Operational control. Agents must use the dialer continuously; they cannot take incoming calls or make outgoing non-dialer calls unless they have an additional handset.
- Complications with integration. Every predictive dialer is deployed differently depending on the customers’ requirements and level of integration. Ultimately the cost of professional services adds up and in our experience it has become a cost-prohibitive solution.