Name: SpitFire Predictive Dialers
Rating: 6 (1 reviews)
Author: OPC Marketing

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SpitFire Predictive Dialers, offered by OPC Marketing, is a software package designed specifically for contact centers. According to the vendor, it enables businesses of various sizes to launch and manage inbound, outbound, or blended call center campaigns. This solution caters to professions and industries such as telemarketing/call centers, collections, customer service, financial services, and the automotive industry.

## Key Features

**Blended Call Center**: SpitFire Enterprise Predictive Dialer offers a range of dialer modes, including Predictive Dialer, Fixed Rate Dialer, Quick Connect Dialer, Preview Dialer, Manual Dialer, and Click to Dial. The vendor claims that these modes optimize call center productivity by automatically placing outbound calls and connecting answered calls to available agents, while minimizing agent wait time between conversations.

**Dynamic Caller ID**: According to the vendor, the Dynamic Caller ID system enhances customer response rates by providing the power of Local Caller ID. It allows call centers to customize the information displayed to recipients, such as displaying a local area code instead of a toll-free number. This feature aims to help call centers achieve a local presence and increase the likelihood of calls being answered.

**Cell Number Identification (CNI) Scrubber**: The vendor states that SpitFire integrates directly with the Enterprise Dialer to identify cell numbers and prevent dialing them in real-time. This feature aims to ensure compliance with TCPA regulations, avoid FCC fines, and help contact centers maintain compliance while dialing.

**Predictive Dialer**: According to the vendor, the Predictive Dialer utilizes sophisticated algorithms to adjust call rates based on available agents, lines, and average call time. It aims to comply with state and federal regulations, speed up or slow down call rates to optimize agent productivity, and minimize agent wait time between calls.

**Fixed Rate Dialer**: The vendor claims that the Fixed Rate Dialer allows call-center managers to manually set the volume of calls. It is particularly useful for specific campaigns such as political campaigns, charity campaigns, and situations where drop call ratios are not a factor. The dialer automatically dials a predetermined number of lines per agent.

**Quick Connect Dialer**: According to the vendor, the Quick Connect Dialer ensures quick and reliable connections with customers in B2B environments. Agents log into a campaign with a one-to-one dial ratio, aiming to eliminate dropped calls and provide seamless connections on every call.

**Preview Dialer**: The vendor states that the Preview Dialer empowers agents in collections campaigns by allowing them to view contact information before deciding to dial or snooze the call. This feature aims to give agents control over which calls to make, increasing efficiency and effectiveness.

**Manual Dialer**: According to the vendor, the Manual Dialer offers flexibility and control for agents to make specific calls. Agents can switch into manual dialer mode, enter telephone numbers on the agent application, and let the dialer place the call, providing a seamless experience.

**Click to Dial**: The Click to Dial feature, available as a Chrome extension, converts phone numbers on webpages or web-based CRMs into clickable links for quick and convenient call placement. Numbers automatically populate in the SpitFire app, allowing agents to end calls and select dispositions that can be written back to the client's record.

**Supervisor Coaching & Monitoring**: The vendor claims that managers can efficiently monitor and coach agents using features like call listening, barging in, whispering, and call recording. SpitFire provides comprehensive reports and real-time statistics for campaigns, lists, and agents, enabling advanced queue monitoring to ensure no calls are lost.

SpitFire Predictive Dialers is a sales dialer software solution offered by OPC-Marketing.

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SpitFire Predictive Dialers

Dialer Software includes auto dialers and predictive dialers. Auto dialers automatically dial phone numbers. Predictive dialers are a type of auto dialer that attempt to reduce the time agents spend between calls algorithmically, maximizing agent efficiency.

Sales Dialer

OPC Marketing

Dialer Logistics

Features related to the logistical approach of a sales dialer product.

Single line dialing

Double line dialing

Calls are dialed on two lines simultaneously.

Triple line dialing

Calls are dialed on three lines simultaneously.

Call into server with landline

Salespeople use their own landline phone to connect to the dialer and take calls.

Call into server with VoIP "soft phone"

Salespeople can use VoIP telephony business phones to connect to the dialer and take calls.

Call into server with mobile phone

Salespeople can use cell phones to connect to the dialer and take calls. (May be a mobile app.)

Predictive dialer

Dials multiple numbers at once; connects the salesperson if a live speaker answers.

Power dialer

Dials one number at a time; automatically dials the next number if the call is not answered by a live speaker.

Preview Dialer

Features related to contact history and background, providing context for the call; displays sales intelligence for dialers.

Contact preview

Users can view information about the contact they’re calling; aggregated contact information pops-up to provide context for the sales call.

Dialer-CRM integration

Dialer software integrates to users’ CRM system to pull in contact information and/or add information about calls into CRM records.

Built-in CRM

Dialer includes some built-in CRM features.

Dialer integration to social media

Dialer integrates to social media to pull in background info on contacts from social profiles

SI database integration

Dialer integrates to third-party databases for additional sales intelligence information, such as Data.com

Call notes & tags

Users can take notes and create tags based on phone conversations; used for organizing/prioritizing contacts and contributes to SI.

Automatic call logging

Dialer automatically logs all calls (successful/attempted).

Core Dialer

Features that support sales calls with automatic dialing.

Outbound dialing

Allows reps to quickly and automatically make outbound sales calls based on call lists.

Inbound routing

Routes inbound calls, often callbacks, to agents based on availability and/or expertise or existing relationships.

Custom caller ID

Users can customize the caller ID that will appear to recipients; often, this can automatically show a number with a local area code, or at least a non-800 number.

Click-to-call

Users can click on phone numbers on the computer (in contact records and other contexts) to call a specific person without manually dialing.

Recorded voicemail drop

Users can pre-record voicemails and click to drop the voicemail if an answering machine, rather than a live person, picks up. Meanwhile, the dialer will move on to the next number on the list so that the salesperson does not need to wait for the message to finish playing to start talking to another contact.

Dialer contact import

Easy to import contacts, leads, etc. Contacts may be uploaded via spreadsheets, or pulled in from CRM systems or lead submission forms on a website.

Campaign & list management

Users can create and modify contact lists/calling campaigns.

Call Follow-up and Quality Assurance

Features that allow salespeople to understand call activity and respond/take future action based on call activity.

Sales emails

Includes email functionality for nurturing warm leads or contacting people who were unavailable via phone. Emails can be sent within the dialer software interface.

Follow-up calls

Users can schedule/automate follow-up calls for recipients who did not answer, or who indicated that a follow-up call was necessary.

Appointment scheduling

Users can schedule appointments and manage appointments including time slots.

Calendar sync

The dialer software syncs with electronic calendars, such as Google Calendar and Outlook.

Dialer reporting & analytics

Includes dashboards and/or functionality for generating reports on dialer speed, call/list success rates, sales performance, etc.

Dialer call recording

The dialer software allows phone conversations to be recorded.

Dialer call monitoring

The dialer software allows phone conversations to be monitored for coaching purposes; related to sales performance management.

Dialer compliance

The software supports FTC regulations around time zones and dropped calls.

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SpitFire Predictive Dialers

Overview

What is SpitFire Predictive Dialers?