Empirix Proactive Communications Assurance
for Predictive Dialing Systems
Assuring Regulatory Compliance and Communication Performance for Predictive Dialer Technology
For many years now, the predictive dialer has been has been an essential part of an organizations’ strategy to make proactive communication with their customers and prospects in high volume. Most consumers have experienced the nuisance that these predictive dialing systems sometimes make by overdialing and creating silent calls. This is a fundamental issue that has caused huge consumer anger with those using dialer technology.
As a result, regulation in many countries in the use of predictive dialers, outbound IVR and outbound SMS has been established and is being continually tightened. Also, the worst offenders now face substantial fines, negative publicity, and damage to their brand.
In addition, outbound devices are complex to manage and configure, while sitting on equally complicated voice and data infrastructures. This situation produces an environment where technological issues are common, resulting in performance degradation.
Empirix Proactive Communications Assurance
Empirix Proactive Communications Assurance service provides an independent and holistic test methodology for Network Equipment Manufacturers (NEMs), System Integrators (SI’s) and organizations deploying predictive dialers and outbound technologies for performance and regulatory compliance.
This service validates compliance, the overall performance of the predictive dialer system and the quality of the user experience so that business-critical outbound solutions deliver the most business value in the least amount of startup time. The customer places outbound calls as part of a new solution rollout and will need to simulate real-world conditions on the receiving side of the call. Empirix will simulate various receive-side conditions and publish the data immediately to a secure web interface.
Dialer Compliance Testing
The Empirix Proactive Communications Assurance service provides you with valuable independent information regarding the performance of the predictive dialer infrastructure from a compliance perspective. The service will measure the performance of answer machine detection, time to connect a called customer to an agent and the time the called party’s phone rings before the call is cancelled. Additionally, the service verifies that the calling line identifier (CLI) has been received by the called party and that a message is played when a call is abandoned in commensurate with the regulatory requirements.
Dialer Performance Testing
The Empirix Proactive Communications Assurance service provides an even deeper set of important performance metrics. It measures the voice quality of the call between the customer and the agent, the time for the customer data to be presented to the agent and its accuracy via CTI, the call routing and the performance of call blending. The service is independent of any specific predictive dialer systems and technologies, and is completed through the Public Switched Network (PSTN) ensuring it is measured as well.
Assure Your Outbound Solution for Compliance and Performance
It is no longer acceptable to use devices such as predictive dialers without considering compliance with local regulation. Likewise, a poorly configured solution and infrastructure will cost money in efficiencies and customer dissatisfaction through call failures. Empirix Proactive Communications Assurance service also assures the solution, infrastructure and integration of predictive dialing technology, ensuring that organizations perform at the optimum efficiency and do not fail their customers.
