If you’re a company looking to utilize a SaaS product but not sure how to choose one, you will want to consider factors such as the nature and size of your business, evaluating qualitative and technical risks, and evalutating strategic benefits. Keep reading to learn more about Software as a Service and how it could benefit your business.

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<pre><em>Image originally posted on <a href=”https://www.specialtyansweringservice.net/what-is-saas-infographic/”>The SAS Blog</a></em>
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What is SaaS?

Software as a Service (SaaS) enables companies to use software applications on a subscription basis without the hassles of maintenance and upgrades.

• The annual ownership cost of software applications can be up to four times the initial purchase cost.
• Most companies spend 75% of their IT budget on maintaining and running existing systems and software.
• The purchase price of a software license accounts for only 5% of the total cost of ownership (TCO).

Traditional Software vs. SaaS

Traditional Software Model

• A traditional software model is one where there is a large upfront license cost followed by annual support costs.
• Key features are provided up front, with periodic upgrades charged separately.
• License costs depend on parameters not directly linked to the software usage such as server type, number of CPUs, etc.
• As the number of users increases, other costs such as hardware and IT support also increase.
• Extra costs include hardware, server, backup, networking, and security costs to protect the software from unauthorized access and malware attacks.
• Most traditional software packages are highly customizable.
• End-user training is another cost element in the traditional software model.

Software as a Service (SaaS) Model

• Software as a Service (SaaS) is an on-demand, pay-as-you-go model.
• There is usually a recurring subscription fee that increases with usage.
• The pricing model is typically linked to either the number of users or the number of transactions.
• Changes in network security settings may be required to allow access to the SaaS application.
• Support, training, infrastructure and software security are all handled by the SaaS vendor.
• The SaaS  model is designed to work anywhere, anytime.
• A good vendor ensures easy software scalability to handle usage spikes, network outages, etc.

Single-Tenant vs. Multi-Tenant Architecture

The key difference between traditional software and SaaS models in in their architecture. While traditional software models are typically single-tenant models, SaaS is usually multi-tenant.

• Single-tenant architecture: The enterprise buys the software and installs it on a server that runs only that application and serves only the end-user group of that enterprise.
• Multi-tenant architecture: The hardware infrastructure is shared among several customers although each instance will be secured and segregated from the other.

Advantages of SaaS Application in Contact Centers

• With SaaS, the IT budget will go towards software subscription fees.
• The cost for each customer continues to drop as the vendor acquires new customers.
• The SaaS vendor will host the applications and provide dedicated support staff.
• SaaS makes it easy to accommodate variations in transaction volume.
• The contact center does not have to invest in hardware infrastructure or IT staff training.
• SaaS is delivered through the web or thin clients, reducing configuration requirements.
• The enterprise can choose to buy only the number of subscriptions that it needs.

Costs to Consider for SaaS vs. Traditional Software

Traditional Software:

• Software licenses
• Hardware and network infrastructure costs
• Testing tools
• Security architecture
• Physical facilities to house the servers
• With software upgrades, further capital expenses may be necessary

Software-as-a-Service:

• Service fee for using the software
• Maintenance
• Support
• Upgrades
• Training

Design & Deployment

Traditional Software

• High cost to design, configure, test, integrate and launch traditional software.
• Staff training and change management are other major expenses.

Software-as-a-Service

• SaaS is easier to deploy than traditional software, and more cost-effective

Recurring Infrastructure Costs

Traditional Software

• Must rely on network monitoring and management tools for real-time problem correction.
• Maintenance and support contracts, hardware and network upgrades contribute to TCO.
• Other costs include:
  • Capacity increases
  • Multiple redundant systems
  • Add-on features
  • Repair costs
  • Power consumption

Software-as-a-Service

• The only recurring infrastructure cost is additional bandwidth to access the application.
• Additional costs for hardware and network infrastructure are the vendor’s responsibility.

How to Choose the Right SaaS Platform

• Evaluate strategic benefits: Due to the fact that the software, data storage and computing process are all done remotely, the SaaS model is easily scalable both upwards and downwards.
• People retention: It is difficult to attract and retain IT talent. SaaS helps to avoid difficulty in talent procurement for database and server management.
• The nature and size of the business: Have a customized checklist to evaluate suitability of SaaS vs. premise software for your specific needs.
• Qualitative and technical risk evaluation: Success depends on how well the vendor addresses qualitative risks perceived by end-users, such as training support and change management.
• Peer group evaluation: Before deciding on a vendor, it is necessary to ask for references from a similar industry in terms of business volume and sectors handled.

The post What is Saas infographic. appeared first on Specialty Answering Service.

For example, a user may set disconnected numbers to be automatically purged from the database. If a prospect’s voicemail is reached, the system may keep the line open to drop a voicemail message while simultaneously dialing the next number on the list. Keep reading to learn more about the predictive dialing software.

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<pre><em>Image originally posted on <a href=”https://www.specialtyansweringservice.net/learn-predictive-dialing-infographic/”>The SAS Blog</a></em>
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What is a Predictive Dialer?

A predictive dialer is a computerized system that is programmed to dial multiple telephone numbers simultaneously.

• Dialers can be hardware-based or software-based.
• The dialer dials calls to numbers listed in a database.
• The call is connected to an agent only when there is a live human response.
• If the number is busy, no answer, or out of service, the system will discard or reschedule the call.
• Most predictive dialers record the response received from each number dialed for later analysis.
• Time saved using predictive dialers directly translates to higher revenues and reduced costs.
• Selling to customers using automated systems increases agent productivity.

Types of Dialers

Dialers can be classified into five basic types:

1. Preview Dialer: Provides account information and potential customer’s phone number on agent’s PC screen. The agent can then decide whether or not to manually dial the number.
2. Power Dialer: A bulk dialer service that uses a list of numbers to place calls on outgoing phone lines, and connects calls only if they receive a live “hello” response. If all agents are busy when a live “hello” response is received, the dialer abandons the call or plays a pre-recorded message.
3. Anticipatory Dialer: Uses statistical methods to anticipate when an agent is likely to be free, then dials the number. A major flaw with this method is that one unexpectedly long call can result in a spiral of abandoned calls.
4. Progressive Dialer: Will dial a number only after making sure than an agent is available to answer the call.  This method is typically less productive than a power dialer.
5. Predictive Dialer: The most advanced and sophisticated outbound calling method.

The key differentiating factor between different dialers is the time savings that each one can provide. For example:

• In manual dialing, time spent on the actual call is only 15 to 20 minutes per hour.
• Power dialers enhance productivity to about 30 minutes per hour.
• With predictive dialers, agents can achieve productivity as high as 57 minutes per hour.

How Does a Predictive Dialer Work?

Predictive dialing works on the principle of “dialing ahead.” A typical dialer will dial twice as many calls as the number of agents connected to the system. Complex algorithms are used to predict the probability of getting a live “hello” as a response. Call patterns are automatically adjusted based on 5 factors:

1. Percentage of dialed calls that are answered by a live human.
2. Average talk time. The shorter the phone call, the faster agents will be free.
3. Number of agents logged on. The more agents connected, the greater the dialing frequency.
4. Average number of rings before a call is answered.
5. Acceptable abandonment rate. When a live person answers the call, but hangs up before the dialer transfers the call to a live agent.

The main advantage of a predictive dialer is that it helps to minimize manual dialing delays, increasing agent utilization to as high as 95%.

Technology

Predictive dialers fall into two categories:

• Hard dialers: Stand alone hardware devices.
• Soft dialers: Software-based dialing algorithms integrated with existing contact center software.

Add-On Features of Predictive Dialers

The most popular predictive dialers in the market today offer several add-on features:

• They interface with do-not-call lists and cell phone suppression services.
• They perform skills-based routing.
• They offer answering machine detection to recognize answering machines and voicemail.
• They have the ability to display sales scripts and customer information on agents’ monitors when the call is transferred.
• The have the ability to conference between multiple parties.
• They interface with digital voice recording to enable recording of live calls.

Benefits of Predictive Dialers

Predictive dialers offer several benefits to a contact center, such as:

• Better management of client information.
• Improves sales-per-hour per agent.
• Saves agent time and improves productivity.
• Aids regulatory compliance comparing numbers against the Do Not Call registry before calling.
• Easy integration with other software and hardware devices.

Practical Applications

• Contact centers or businesses that make a high number of continuous outbound calls
• Appointment scheduling
• Market research
• Reminders and notifications
• Collections
• Surveys and opinion polls
• Customer service calls
• B2B and B2C telemarketing

Tracking Key Performance Indicators (KPIs) with a predictive dialer will help contact centers continuously improve telemarketing efforts through:

• Right party connect times
• No-connect data
• Talk times

Conclusion

A predictive dialer is an ideal tool for any business that needs to call a large number of customers within a short time span. The predictive dialer eliminates all forms of live agent productivity lags by ensuring that agent’s don’t waste time on the tedious process of dialing a number. Greater productivity helps businesses remain competitive by increasing sales and customer reach!

The post Learn about Predictive Dialing appeared first on Specialty Answering Service.

Today, ACD software and skills-based routing help calls get from A to B in a flash, and callers’ issues are handled by the most knowledgeable customer service representatives for the job. It’s a far cry from switchboard operators and manual connection, and decidedly more efficient. Here’s a fun infographic to help you explore the wide world of modern call routing.

Want to learn more about call routing and ACD technology? Get your read on with this white paper!

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<pre><em>Image originally posted on <a href=”https://www.specialtyansweringservice.net/learn-call-routing-infographic/”>The SAS Blog</a></em>
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A History of Call Routing

Did you know that the first call routing systems involved live operators manually connecting calls on a switchboard? But the drawbacks were:

• Some operators worked hard while others did nothing
• There were delays due to operator error
• Operators weren’t perfect. They made many mistakes

Later automation began in the form of: Automatic Call Distribution (ACD)

Learn About Today’s ACD Technology

Current ACD routing has drastically improved. ACD offers reporting capabilities such as:

• Measuring agent productivity
• Reporting the number of calls dropped

#1. The role of ACD is to route incoming calls in the following situations:

• When there is a sudden spike of incoming calls
• When call response time is critical

#2. Direct Call Routing

• Allows users to direct themselves to the appropriate agent based on their needs

#3. Remote Routing

• Allows workforce to be located around the globe (virtual call centers)
• Achieved by the use of routers

ACDs in Call Centers

Call centers use ACD technology to improve efficiency by:

• Reducing downtime
• Distributing workload equally among agents

Identifying Types of Call Centers

#1. Outbound Call Centers

• ACDs are used where predictive dialing methods are used
• Predictive dialer – makes outbound calls from a database
• Did you know that outbound call centers are used mainly for telemarketing and sales?

#2. Virtual Call Centers

• Did you know that many “call centers” actually consists of different people from multiple locations all working together?

#3. Inbound Call Centers

• A call center with agents who mainly answer the calls for the company
• Important advantage: The caller does not know the location of the agent. This can give the company a local presence when in reality the caller is across the country.

#4. Fully Integrated Call Centers

• A fully integrated call center can handle both inbound and outbound calls.

What is Skills Based Routing?

Skills Based Routing is simply the process of directing calls to the most qualified agents. Incoming calls are placed in call groups based on:

• The customers’ questions/concerns
• The customers’ previous call history

But how is the appropriate call representative chosen?

• Clients will get paired with a representative who is best suited to answer their questions or help them with an issue
• Enhances customer experience by routing call to knowledgeable agent
• Clients will get paired with a representative that handled their previous calls

What are the benefits of ACD systems? They can:

• Reduce the amount of time a caller is on hold
• Reduce the number of calls dropped
• Handle many calls per hour
• Make it easier to reach operators
• Extend the hours of operation since ACDs allow businesses to accept calls 24/7

Customer Service is Key!

ACD technology can offer:

• Faster connection times: Automatically routes the calls to an available agent
• Minimal waiting time: If live agents are busy, callers will be connected to automated agents
• Increased conversion rates: Reduces the number of calls dropped
• Higher percentage of first call resolution: Skill-based routing leads to a better resolution of the call

About ACD Functions & Features

#1. Advanced Functions

• The ability to recognize and properly route incoming calls (Skills Based Routing)
• Did you know that some ACD software allows the call operator to view the callers information of their computer screen while they are on the phone?
• With this technology there is the option to create reports based on the call information, such as:
  • Type of calls
  • How the agent handled the call
  • Volume of calls

#2. Basic Functions

All of these features come standard with ACD software:

• Ability to assign incoming calls
  • To terminal that has been idle for the longest period of time
  • If all terminals are busy, the calls are queued
• Offer the option to leave a message
• Measure average wait time of the calls

ACD Vendors

#1. Database Systems Corp. (DSC)

• Makes their own integrated IVR software (both digital and analog), which:
  • Can manage multiple call queues
  • Can maintain call logs and reports on:
    • Call queues
    • Agent idle time
    • Hold times

#2. InContact

• Offers integrated software with features like:
  • Skills-Based Routing
  • Links the telephone and the computer
  • Report generating

#3. Angel.com

• Is a hosted solution, which means it runs over the internet. This software includes:
  • Report generation
  • Real-time monitoring
  • Quick set up
  • Call distribution

#4. CosmoCom’s Universe

• Is a virtual ACD software, which is ideal for call centers/businesses who are using a virtual presence. This software offers features like:
  • Text chats
  • Inbound/outbound calls

The post Infographic: All about Call Routing & ACD Technology appeared first on Specialty Answering Service.

Since technology is ever changing, industries that use technology need to change with it in order to keep up with the growing market. But the problem for call centers is this: with so many entries into the marketplace, how do you know which software will work best for your small business? Great news! We made a neat infographic with a bunch of useful intel that just might help you decide.

Factors to Consider When Choosing the Right Software

• Can multiple agents work on the same case?
• Is there an integrated knowledge base?
• Is there a free trial?
• Is the call center software CRM compatible?
• Does the software handle inbound calls, outbound calls, or both?
• Can the software be custom developed?

Standard Features

• Case Collaboration
• A Web Panel
• Real Time Reporting features
• Call forwarding
• Virtual call queue
• Easy integration with popular CRM software

Terms You’ll Want to Know

• Case Collaboration: Allows employees to communicate and work together.
• Web Panel: Allows sales agents to view and enter information about customers.
• Multi-Communication: Enables e-mail, social media, and chat capabilities.
• Knowledge Base Integration: Articles your agents may need to reference when taking a call.
• Virtual Queuing: Allows calls to be placed on hold.
• Text to Speech: A feature that allows text information to be automatically converted into spoken words.
• Customer Information Display: When a call comes in, the customer’s information and any associated cases will also pop up.
• Telephony Integration: Allows a cloud or virtual based service to communicate flawlessly with standard telephone systems.

Comparing Call Center Software Providers

Salesforce.com’s Service Cloud

Pros:

• User friendly
• Can integrate with Salesforce’s cloud.

Cons: 

• Expensive
• Only available as part of the Service Cloud package.

Key Features: 

• Detailed reports
• Multi-communication reduces labor costs
• Native integration with Salesforce CRM

Contactual

Pros:

• Award winning user interface
• 99.99% uptime

Cons:

• No free trial

Key Features:

• Cloud-based
• Professional service capabilities
• Knowledge base integration

FrontrangeVoice

Pros: 

• Excellent service
• Multi-communication and click-to-dial features

Cons:

• No knowledge base integration

Key Features:

• Web panel displays all information needed by call center agents
• Allows agents access to campaign management tools, reporting features, and recorded conversations

Telax

Pros: 

• Great range of features
• Offers disaster recovery services

Cons:

• Cannot integrate knowledge bases
• Self-hosted so no telephony integration

Key Features:

• Service supports multi-communication and CRM integration
• Some pretty robust report generating capabilities
• Handles automatic case forwarding and virtual queuing

Incontact

Pros:

• No annual service fees
• Exceptional list of features

Cons:

• No knowledge base integration

Key Features:

• Cloud-based
• Allows multi site or home office locations

Five9

Pros:

• 24/7 support
• Cloud-services

Cons:

• No case collaboration
• No knowledge base integrations

Key Features:

• Training videos
• Pricing structure varies by type of company

Connect First

Pros:

• Can handle spikes in volume and load balancing
• Cloud-based

Cons:

• More basic than competitors

Key Features:

• Business continuity through natural disasters, security emergencies, etc.
• Load balancing
• Call monitoring

Want more details and tips on call center software? More great news! Check out this white paper on call center software!

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Everyone has strengths and weaknesses, including call center operators. Let’s say that Alberto is great with billing, Charlie is a technical support wizard, and Danielle is the master of sales. ACD systems, in conjunction with Interactive Voice Response, ensure that you reach the operator who can best serve your needs. They are an invaluable tool for call center success. We’ve outlined ACD basics below and compared the 4 most popular providers.

ACD’s reporting capabilities can analyze call patterns, take stock of operators’ performance, help call centers figure out how many people to have on shift at any given time, and more! Sure, these systems will see to it that your call is transferred to the right person – but they are also designed to answer certain questions with the use of a call attendant, giving operators a little breathing room. With less hold times, calls are handled lickety-split, customers are happier, and agents waste less time managing simple queries. Who knew all of that power was packed into 3 little letters?

If you’re looking for more information beyond what our infographic can offer, check out the full ACD provider comparison here.

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