CallFire's Voice Broadcast
Voice broadcasting is the ability to send outbound calls rapidly, getting more calls out to help more customers.
This is especially useful for people who work in call centers or in customer service. With a voice broadcast system, agents don’t need to hang up and dial another number. The system takes care of the calls, while the agent focuses on the customer.
Some of the challenges call centers face when managing multiple, outbound campaigns include working with third-party solutions, inaccurate statistics and configurability, according to Dinesh Ravishanker, chief executive officer and co-founder of CallFire.
“Oftentimes call centers outsource their voice broadcast services. Miscommunication can often lead to inappropriate broadcasts, low transfer rates, and lack of accountability. By using CallFire’s services, call centers gain complete control over their campaigns, the speed at which they are dialed, the times at which they are dialed, live statistics, and an executive dashboard. It’s easy to self-manage, and even easier to create and start your own outbound campaigns,” Ravishanker said.
With CallFire’s voice broadcast, call centers can overcome outbound campaign challenges by capitalizing on the bandwidth capacity said Ravishanker.
“The telephony capacity required to send out thousands of simultaneous phone calls can be cost-prohibitive for most small-to-medium call centers. Hosted solutions offering their services to multiple call centers can leverage immense capacity by time-sharing this available capacity to users on a per-usage basis,” he said.
According to Ravishanker, voice broadcast has a direct effect on human capital.
“Traditional predictive dialing scenarios require human interaction with every potential lead or outbound phone call. By using voice broadcast services, companies can only tend to customers who are available, interested in their services, or available to speak. This keeps agents busy with actual customers who are willing and able to participate in the required business process,” he said.
CallFire’s hosted voice broadcasting platform allows users to run multiple campaigns at the same time, at different call volumes and with different sound prompts and transfer locations.
Voice Broadcast features includes:
The company also allows API access to start, stop, and initiate outbound calls for every telephone broadcast campaigns. Users can create a custom API to manage call center solutions through CallFire.
CallFire aims “to enable users to create an account and a new campaign in less than five minutes. CallFire’s simple user interface makes voice broadcast and virtual call center campaigns very easy to setup and run,” Ravishanker said.
“Additionally, CallFire.com aims to empower small to medium sized call centers with the bandwidth and capacity previously only affordable by large call centers. Even the smallest one-man shop can capitalize on the capacity to send out thousands of simultaneous phone calls at a price competitive to those dialing much more volume. This empowers the small businesses to grow at rates previously unattainable.”
To learn more about CallFire, please visit their Web site or check out their Audio Dialer or Voice Broadcast channels here on TMCnet.
Jessica Kostek is a channel editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.