SoundBite Communications Enhances Customer Contact Strategies with Hosted Predictive Dialing

Bedford, Mass. – SoundBite Communications, Inc. (NASDAQ: SDBT), a leading provider of on-demand, multi-channel proactive customer communications, announced today that it is has added predictive dialing functionality to enhance its outbound voice capabilities on the SoundBite Engage platform.  The functionality advances SoundBite’s existing solutions by providing an additional method of outreach to cost-effectively drive more consumers into the contact center.  Predictive dialing technology, combined with a multi-channel communications strategy, is of significant value to organizations looking to evolve to a more flexible hosted solution and efficiently increase overall contact attempts.

Predictive dialers are widely used in contact centers to automatically place calls to large lists of telephone numbers and directly connect reached parties to available agents.  SoundBite’s hosted predictive offering can supplement or substitute traditional, on-premise dialers and provides an effective option for managing capacity while eliminating the need to make additional infrastructure investments.  The new offering unites predictive dialing technology, outbound contact strategies, and the next-generation of SoundBite’s web-based Agent Voice Portal to help organizations improve agent productivity and maximize revenue opportunities.

“The flexibility of this new offering allows collections agencies and large consumer-facing organizations to select the most effective contact strategy required to achieve their business objectives,” said Tim Segall, chief technology officer at SoundBite.  “Predictive dialing is another option to stay connected with customers, and provides our clients with an alternative, cost-effective communications strategy that results in higher customer contact rates, increased agent productivity and flexibility to respond to industry and environmental fluctuations,” said Segall.

New Predictive Dialing Features to Elevate Customer Communications:

Dialer Pass to Drive More Conversations: Dialer Pass enables a contact strategy that maximizes agent productivity with live contacts while filtering bad numbers and answering machines.  With agents pre-connected and waiting to receive calls, the number of overall conversations increases, call abandon rates decrease, and SoundBite’s near unlimited capacity helps ensure a steady stream of calls into the contact center.

Predictive Pacing to Optimize Agent Utilization:  The Predictive Pacing algorithm sets how fast calls, emails, and text messages are sent from SoundBite in order to keep agents utilized and engaged in the right number of conversations required for organizations to achieve their business goals.

Multi-Channel Contact Strategies to Maximize Effectiveness:  SoundBite’s integrated multi-channel proactive customer communications options enable organizations to create fresh, new strategies that blend dialer technology with automated voice, text, and email messaging into a single contact strategy. This can boost campaign effectiveness, increase penetration and contact rates.

Agent Voice Portal to Increase Productivity:  Agent Voice Portal assists agents in driving more productive conversations by presenting relevant caller information in each screen-pop on the agent desktop.  The web-based portal guides agents with custom disposition codes to categorize calls allowing agents to focus on the customer conversation.

SoundBite’s Hosted Predictive Dialing will be available late Summer, 2010.

About SoundBite Communications
SoundBite Communications is a leading provider of on-demand, multi-channel proactive customer communications solutions designed to transform the way organizations communicate throughout the customer lifecycle to build trusted, lifelong and profitable relationships. Clients can leverage SoundBite’s proactive customer communications offering and expertise in designing, executing and optimizing communications strategies to engage in relevant customer interactions that deliver long-term business value. Visit SoundBite.com for more information.