[00:37]

Ramon: We have some new updates going on with the PBX system. Summertime is actually very important. So we take a little break. We wait for the new features and we rethink how should we proceed with the podcast.

[01:40]

Ramon: We find out that many of our audiences want to know what new features do we have? What is the roadmap? And what new plans do we have for the business? That is what you like.

[02:13]

Jason: And I’m pretty sure you already get the new firmware on your system. We have a couple of new updates on it. Like we had a new channel for the contact center solution. That’s a very important update. So you will have a totally different user experience with the contact center solution.

[04:40]

Ramon: First thing is the auto dialer, outbound call center. We’ve already mentioned that in the digital channel because we’re surely gonna have that published this year. I already seen the demo.

[05:36]

Jason: Our partners are quite familiar with inbound call center solution in many years. And now we just bring them something new. It’s the outbound call center. It’s on the reverse side. Let’s just talk about exactly what can we do with the outbound call center, how we benefit from it, and what’s the difference between the inbound call center and the outbound call center?

[6:06]

Ramon: To be honest, outbound call center, compare to inbound call center, is a quite sensitive product legally speaking. Different countries have different types of restrictions.

[06:54]

Jason: Let’s just talk about this straightforward. It’s gonna be fraud calls. That’s the biggest problem.

[11:27]

Ramon: Like in US they have the TCPA (Telephone Consumer Protection Act). You can have your number registered in the TCPA as do not call register, which means the outbound call center cannot call you.

[14:28]

Ramon: And the other one is the frequency with which you can make the calls.

[14:30]

Jason: Like maximally how many calls can you make under a particular duration. We need to think about the regulations based in different countries. And we need to figure out the best way to present the solution to our customer.

#1 [15:52]

Manual Dialer: One-by-one manual dialing with lower efficiency.

#2 [19:57]

Progressive Dialer: Automatically follows the call list to improve efficiency.

#3 [26:10]

Predictive Dialer: Based on predicting to dial, ensuring connectivity rate.

#4 [33:32]

Power Dialer: Customize your call volume, a cost-effective alternative to the predictive dialer.

💡Tip: Outbound call centers focus more on call efficiency, with an emphasis on proactive calling to drive marketing and performance.

[36:19]

Ramon: High end auto dialer would marketing their AI-based answering. For example, they would listen to the customer and generate a appropriate answer for the agent.

[38:21]

Jason: But your AI need to be a smart one.

[38:40]

Ramon: AI is important, and other features like CRM integrations, live chat together with the solution, are also the major factors.

[41:37]

Jason: We would like to provide our partners a pretty dynamic solution which can cover most of your requirements, but it won’t create any troubles or problems for you.