The Transcend Dialing System is based upon a patent pending technology that changes the predictive dialing paradigm. Instead of using a centralized telephony server, Transcend uses a cluster of “mini-dialers” that run directly on the agents’ computers. USB headsets connected to the computers give agents the ability to hear calls as they occur. Agents hear each respondent say “hello”. The agents’ computers predictively trade calls within the cluster to connect calls quickly based upon agent availability. Fully-automated disposition marking keeps productivity high.

Unlike its traditional counterpart, Transcend Dialing Systems use a clustered method for analyzing, processing, and distributing calls. This distributed architecture gives call center agents the ability to hear calls in progress, thus enabling a natural call initiation. A series of redundant coordination servers ensure that calls are matched with an agent based upon readiness. Each agent’s computer is able to communicate with the phone company through an Internet, or other data connection, via Voice-over-IP, eliminating the expense of traditional TDM T1 lines. The system can be customized for virtually any call center application.

The Transcend Dialing System uses a fully-redundant configuration. The clustered nature of the platform enables the cluster to be configured in a load balancing, backup, and fail-over configuration. This configuration limits your down-time to single-agent issues and eliminates the burden of making an entire call center wait while a predictive dialer is serviced.