Hosted VoIP

TMCnet recently had the opportunity to speak with Ngee Cau, CEO of MarkeTel Systems, regarding his company’s newest beta VoIP release and the benefits it has to offer MarkeTel customers.

 

Ngee Cau: We just released the beta version of our voice-over-IP dialing technology earlier this month. This is going to enable our customers to continue getting the reliable and effective technology of MarkeTel, but with a VoIP capability.  The new dialer is going to be able to connect to analog and T1 as well, so our customers have different options while still using dialing software that’s known in the industry for really good quality. There’s no pause, no delay.

 

Cau: The previous releases have always been analog-based, and now we can do more than that. It’s analog, plus T1 and VoIP.

 

Cau:  Our customers can have more flexibility in their business.  Our research has found the primary reason for choosing VoIP is for flexibility.   Cost-saving is a second priority for most people. With VoIP, our customer can have more flexibility on how they set up their call center. For example, they can set up their team according to different programs with our dialing system or they can have remote agents.

 

Cau: It’s not going to be anything too drastic, just basic computer configuration for the VoIP dialer. Our Prospector – predictive dialer will also need hardware.  With our new model, when the customer is interested, we build the VoIP dialer for them. It’s custom-made, dependent on what their needs are. That would include the cards, installation, and of course they get the support that they’ve always been getting as well.

 

Cau: Right now we’re looking to do beta trials with a minimum of five customers. The customers will get the software for free for six months, and all the technical support and contact with our senior developers.  We want to ensure the quality of the dialer is in place and that the dialing capabilities are par with our well recognized MKII technology. The consumer needs to understand there are different ways of developing VoIP. There’s always been a concern about the quality of VoIP but we’ve found a way to get around that. We are able to set up VoIP in a way that outbound call quality is not impacted.   As a company, we do walk the talk—starting next month we are going all-VoIP for our phone system. We’re going to be using our own PBX with the predictive dialer, using VoIP to demonstrate that it can still be used without impacting the quality.

 

Cau: Finding a service provider that can guarantee us quality of service in our area is the biggest challenge. We tried many different service providers, but we haven’t found one that is really effective yet.  We instead turn to our R&D team to develop a better way of getting VoIP without dependency on any VoIP service provider.  We put a lot of investments into the development, and doing our own internal testing. We want to make sure we have the right quality before we release to the market. We have done as much testing internally as we can. The product is now ready for the market to test. 

 

Cau: I am optimistic about the increase in market demand otherwise we would not have put so much invest in the R&D. The way to differentiate in the market is to have a predictive dialer that’s capable and superior, and that’s what we have. No pause, no delay—what we call “First Hello” technology. A lot of telemarketing companies use other dialers where there’s a pause or delay before the agent is connected to the prospect, and people are going to hang up.  

 

Cau: The future is all about convergence of different technologies. A call center is a complicated environment, where you have a lot of different software and tools to help the Contact Manager manage the efficiency and productivity of the centers, such as integrating the CRM with the scheduling tools, with the hardware—it’s going to be a challenge, and that’s where the market is going. You need to have a seamless integration of different technologies, and that’s where MarkeTel is going as well. We’re going to be known as the experts in contact center solutions. We’re putting more investments into more development to ensure we meet the market needs.

 

Cau: The way we develop our technology is continuing what we’ve been really good at, which is making technology that’s easy-to-use, reliable and effective. At the end of the day, our customers need to know how to use it, so the ease of use needs to be there. It needs to add value to the customers and help them improve on their productivity and efficiency of their operation. In summary, high customer satisfaction in our services and superior quality in our products are the secret to our success. Our survey has indicated our customers are very happy with our products and services. We have received 93% customer satisfaction with the overall experience with MarkeTel.   Our goals are to continue to improve on everything we do and exceed the expectation of our customers.

 

www.marketelsystems.com