Differences Between an Cloud Phone Service and Predictive Dialer
What is an cloud phone services?
A cloud phone system is a equipment that has the capacity to store or produce telephone numbers that are called at random using a sequential number generator to dial the numbers. Here’s an example of how they work: Rather than agents having to manually dial each and every prospective phone number, the cloud phone system places a significant amount of calls automatically. When a call is answered, it’s connected to an agent to speak with them directly. Agents can also monitor which calls were answered and which calls went to voicemails.
Over time the use of a cloud phone system increases team efficiency, maximizes agent talk time, engages your prospects, and saves you money.
Key Features of an Cloud Phone system
Depending on which cloud phone system you choose, the features can include:
Filtering through Do Not Calls lists
Easily transfer calls
Customize the speed of how quickly the numbers are dialed
Adjust the time zone based on each customer’s time zone
Upload and segment your contact lists
Detect when a number is busy or disconnected
Security that ensures customer information adheres to state and federal laws
Customize the speed of each cloud phone system for each campaign
Provide call recipients with a customized action item at the end of each call
Create customized messaging
Schedule automatic follow ups
Call monitoring and recording
Dashboards that enable you to monitor call performance
Types of Cloud Phone Systems
There are several types of phone systems, including preview dialers, progressive dialers, and predictive dialers. Preview dialers are the most basic level of cloud phone system. They allow you to view the customer record first before calling and then you can decide if the number should be called. Progressive dialers will wait for an agent to finish their call before dialing the next number on the list. A special feature of progressive dialers is they will show up as a local phone number to the prospect they are calling (the area code matches the area code of the prospective customer).
The final type of cloud phone system is the predictive dialer, one of the most popular types of phone systems.
What is a Predictive Dialer?
With a predictive dialer, numbers are automatically dialed from a specific list. When the calling software registers a connection with a customer, the call is transferred to an agent. If there are no agents available, the predictive dialer will slow down the frequency at which it is placing automatic calls, or it will stop altogether until more agents become available again. The goal of a predictive dialing system is to place as many calls as possible. If a call is unanswered, the software moves on to the next number in the list. Furthermore, the intelligent software learns as you use it for the most fluid calling experience.
Unlike the progressive and preview cloud phone systems, a predictive dialer system has a much higher call ratio per agent.
Differences Between a Predictive Dialer and Traditional Cloud Phone System
Again, a predictive dialer is a type of cloud phone systems, it just offers some extended features. But unlike a traditional cloud phone systems, a predictive dialer:
Knows when to adjust the speed of automated call frequency if there are no active agents available
Automatically places calls on a continuous basis
Has the goal of placing as many calls as possible in a short period of time
TCPA Rulings
How They Affect Cloud Phone Systems
(Including Predictive Dialing)
As of April 1st, 2021, businesses are permitted to contact consumers on their cell phones via call or text, without consent under federal law and the new TCPA ruling, as long as their cloud phone system lacks the capacity to store or generate sequential phone numbers.
Pre-recorded calls, IVR, ringless voicemails, and DNC calls are still subject to the TCPA and require written consent.
Key Federal Cloud Phone System and Predictive Dialer Laws
In addition to the above, it’s important to be aware of the below federal laws that pertain to cloud phone system (including predictive dialers):
You cannot call 911, hospitals, police, or any type of emergency line
Calls are not allowed to be made before 8:00am or after 9:00pm and are based on the prospective customer’s time zone
If you leave a voice message, prior written consent must be given and an opt-out option must be provided
No more than 3% of your calls can be abandoned (calls not connected to a live sales agent within two seconds of the called person’s completed greeting)
Deliver an Improved Customer Experience with Cloud Phone Systems
Ricochet360’s dialing system easily calls consumers at high-speed and volume, worry-free of compliance issues. Our team is dedicated to producing the fastest possible connection to your prospects while increasing the efficiency of your team’s workflow. Increase your sales productivity with our all-in-one sales and marketing automation platform.
