Posts Tagged ‘outbound’

Televoting and what else?

Carriers that host a televoting solution in their network tend to face one dilemma. They have a very powerful platform that is able to handle several thousands of call attempts per second (CAPS) but very often the platform is only active and earning money when there is a televoting event going on. These are the times you have a sudden peak in calls and a lot of traffic on the platform, using its full capacity.

Most of the time the platform is probably idle. For an extremely robust system this is a pity. So if you want it to earn money in times when there is no televoting event going on, you should consider running another service on the platform. Thanks to ECT technology, this is easy because we enable multiple services on the same platform. If you’re smart you offer a service that you need anyway for the televoting like IVR. Televoters use it to participate in shows, so why not use it for other premium rate services? This is a good way to get traffic on the platform which would otherwise stay idle. The additional investment to upgrade the IVR is small but the profit you as a carrier can generate is high.

Can corporate customers who use the IVR on the televoting platform also have the service when there is a televoting event going on? Sure, why not. The platform is designed to stomach many thousand of CAPS, so a few more IVR callers during the peak wouldn’t make a difference. Of course, you would use the same service creation environment for both services. With the televoting you also get our effECTive® Visual Call Flow Builder and a special set of icons. These additional icons plus the IVR give you a really good business case to market both services separately.

Another way to leverage the platform capacity is with Outbound. You can make seasonal Software-as-a-Service offerings, for example, during the current holiday season. For a selected time period, your customers can opt to get a dialer from you including IVR, hosted on the televoting platform. It could be for a fundraising campaign that’s only going on for a few weeks or to market special holiday offers, your customers take advantage of the Outbound solution which they can rent with all the features they need.

Since the platform is multi-service you can easily host other applications like network-based contact centers or ring back tones on it. Thanks to the televoting, you have a really robust infrastructure that ensures a very stable service. Do you have any other ideas how to take advantage of a powerful televoting platform during idle times? Let’s discuss.

How to Turn Outbound into a Useful Service

I’d like to touch upon a sore subject today. Haven’t we all been annoyed by outbound campaign calls from direct marketers? Their poor employees have to call people at the most unfitting hours and try to sell them something they had never asked for and never wanted.

Positive examples for outbound campaigns may be market research surveys and opinion polls, but still, these calls are inconvenient for many.

From a technical perspective, outbound campaigns are fairly easy. You have a database with names and phone numbers and a dialer dials the numbers in this database, many hundreds at a time. These calls are then distributed to the available agents.

I think, it can be a really useful technology, so why not use it for something that really helps people? Outbound services could be used in medicine in emergency situations. Doctors register and in case of an emergency, the dialer calls all the doctors in the database asking whether they are nearby and available.

Outbound is really useful when it comes to warning people in a certain area when there serious hazards such as an earthquake, a flood or an accident in a chemical plant. The dialer would call the population in the affected area and either a TTS (text-to-speech) prompt or a real agent would warn the people not to leave the house, close all windows and doors, etc.

There are more options in medical care. Somebody awaiting a call from a laboratory would get a call from an outbound system telling them the result of e.g. a blood test via a TTS prompt. You could have an adjacent call flow with the option to connect to an agent who gives more elaborate information on the lab test results. The TTS would save the lab or the hospital time and resources because none of the staff actually need to call patient and retrieve information from a database.

A fairly popular outbound functionality is the callback button on websites. This is an interesting customer service tool. For example, someone calls an airline, a car rental company or something similar and would receive a call from an agent who has been assigned by the dialer.

There are many more ways to use outbound in a useful way. If you know more, please share them here.