Cloud Based Dialer

There has been a recent trend to push everything into the cloud (web based), but do the pros of this approach outweigh the cons?  Originally, running a dialer was a major operation requiring special hardware, voiceboards, and cost as much as $25,000 for a basic setup.

Since then, with the introduction of VoIP based dialers, we’ve seen both stand alone dialer software (downloaded on a PC) and cloud based dialers (accessed from a browser).

Let’s take a look at the pros and cons of each of these.

Stand Alone PC Based Dialer Software

The Pros

Security, Data management, & Protection – The leads and the data are on your computer in your control
No phone line required – You just need a good internet connection and headset

Richer Interface – Program is not constrained by the limitations of the browser

No database limitations – Since data is stored locally on your PC, there is no restriction on number of records or the size of a list

Speed and Quality – The program can move very quickly from record to record without having to depend on the internet to load a new webpage without sacrificing voice quality

The Cons

Sharing – While sharing and moving the software from computer to computer is still possible, it’s not as quick as a cloud based solution

Compatibility – Depending on the company, the stand alone software may only be available on a PC or certain operating systems

Cloud Based Dialer Software

The Pros

No software – Don’t have to install any software locally on your PC or download upgrades

Mobility – Easy to transport from computer to computer since you just login to a website where the data is stored

The Cons

Limited Performance – Can be slower and have more primitive user interface due to limitations of browser based applications

Increased Security Risk – Since the data and leads are stored in the cloud, the risk of hacking and security goes up

You must use a separate phone line to dial in to start making calls (such as your cell or landline phone)

Latency screen pops – The call may be dialed and someone answers while you are waiting for the page with their information to load leaving you tongue tied

Downtime Stoppage – Cloud based dialers tend to have more downtime than software based dialers

Storage Limitations – Since cloud platforms store the data online, there are often limits on the number of records or size of a phone list

Conclusion

To wrap things up, I personally believe that while some cloud based dialers can be effective, they typically have more then their fair share of issues.  If you’re running a PC based company or call center, stand alone dialer software can be cost effective and has quite a few advantages over the cloud. Will cloud based dialers catch up and surpass stand alone dialers in the future?  As technology and the internet continue to progress, then I believe there will continue to be great options both stand alone and in the cloud.

Related Post

Recent Posts

First Call Resolution
Customer Service Metrics
Maintain Customer Loyalty
Customer Service Training
2022 Customer Service
Customer Service Tips
Call Center Agent Engagement

Recent Posts

First Call Resolution
Customer Service Metrics
Maintain Customer Loyalty
Customer Service Training
2022 Customer Service

Recent Posts

First Call Resolution
Customer Service Metrics
Maintain Customer Loyalty
Customer Service Training
2022 Customer Service