SpitFire Predictive Dialers

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.