Call Center SDK helps develop predictive calling programs.July 3, 2007 -
Featuring GrandPrix API, MonteCarlo SDK helps application developers accelerate development of predictive calling applications for call centers. GrandPrix works directly with low-level APIs and provides mechanisms that allow applications to access the finer control that they provide. Along with call-progress analysis function, GrandPrix provides abstraction of call signaling in analog, digital, and IP as well as call control for SIP, ISDN, CAS, and analog with Caller-ID.
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Original Press release
Pika Technologies Inc.
20 Cope Dr.
Kanata, ON, K2M2V8
Canada
PIKA Technologies New Software Development Kit Speeds Development of Predictive Dialer Applications
Latest version of MonteCarlo SDK delivers key call-center tool
OTTAWA, June 13 -- PIKA Technologies, a designer and manufacturer of plug-in media-processing hardware and software, can now help application developers more speedily build predictive calling applications for call centers thanks to today's release of its latest MonteCarlo software development kit. The SDK includes updates to GrandPrix, PIKA's high-level application programming interface, that decreases time to market for developers by making the design of their application quicker and easier.
The GrandPrix API is designed to work directly with low-level APIs and provides mechanisms that allow applications to access the finer control provided by these low-level APIs. In addition to the call-progress analysis function included in this latest release, GrandPrix provides an abstraction of call signaling in analog, digital and IP, and call control for SIP, ISDN, CAS and analog with Caller-ID.
Many modern call centers rely on predictive dialers to place calls. Predictive dialers are computerized systems that automatically dial batches of numbers while using algorithms to determine availability of agents and calls answered, then adjusting dialing patterns based on real-time data.
Call-progress analysis is of vital importance to contact centers using predictive dialers. If a call placed by a predictive dialer is answered, the determination of whether it is a live person or an answering machine on the other end of the call must happen swiftly so that the appropriate action may be taken - a call is transferred to an agent, a message is left on the answering machine or the call is disconnected and redialed at a later time.
PIKA's customers know the value that call progress analysis adds to their solutions. "We wanted to create a predictive dialer that was easy to install and to use," said Richard Hardgrave, President, Electronic Voice Services. "While there are a lot of predictive dialers on the market, most are very complex to deal with. The problem is that most predictive dialers have a long lag time. A recipient picks up the phone, says "hello," but doesn't hear anything for a few seconds. This gets people's guards up because they suspect they're being called by another telemarketer."
Call-progress analysis can solve this problem and provides distinct competitive advantage for application developers.
In Frost and Sullivan's "World Outbound Dialing Markets," analyst Seema Lall predicted the market will reach $204.9 million by 2011 and emphasized the competitive advantage offered by top-tier dialing solutions. "Essentially, the outbound dialing products will afford a means for providing superb customer care, which becomes a competitive differentiator for the service-oriented culture," said Lall.
Predictive-dialer developers see PIKA solutions as a competitive advantage as they are assured excellent call-progress detection and call-analysis features in their applications.
"PIKA allows developers to modify certain parameters, such as the number of words in a greeting, which enable predictive dialer applications to achieve a higher accuracy," said PIKA Technologies field application engineer Cindy Xu. "We are continuously improving DSP and host-based algorithms so that developers have the proper tools to create the best solutions for their call center customers. We have performed significant and extensive testing in-house and feel that the tools that we provide predictive dialing system developers are equal to or better than others on the market."
See PIKA Technologies at VON Europe Spring, Stockholm, Sweden, from June 11 to 14 in booth 609.
About PIKA Technologies
PIKA Technologies designs and manufactures computer plug-in media-processing hardware and software that connect a computer system to both TDM- and IP-based networks to provide advanced voice and fax services. For almost two decades, PIKA Technologies has been serving companies around the world that require voice cards to design sophisticated phone services for recording systems, voice services applications, fax broadcast and PC-PBX systems. The company has built a reputation for delivering innovative products and exceptional technical support by working closely with its customers. Headquartered in Ottawa, Canada, the company has ranked in The Branham300, an authoritative ranking of successful Canadian high tech firms, for five consecutive years. Visit www.pikatechnologies.com or call +1-613-591-1555 for more information.
PIKA is a registered trademark and AllOnHost and AllOnBoard are trademarks of PIKA Technologies Inc.
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