In some markets around the world there are genuine concerns about privacy and dialing technologies when contacting consumers by phone. Issues of privacy are to do with which numbers should be called and under what circumstances. These issues are outside the scope of companies such as Sytel, except insofar as we may be asked by our users to implement relevant local legislation.
But once a decision has been made to dial a number, or group of numbers, then Sytel's interest lies in finding the appropriate technology to do this. For example in the 1990s we campaigned, often vociferously and very much as a lone voice, for limits on silent and abandoned calls. And we played an active part in helping national marketing associations and regulators (Ofcom in the UK and the FTC in the US) to formulate regulations to control outbound dialing.
Even today, some 13 years after the FTC first introduced controls for dialers, there is still very real concern in the US (and other countries) about consumer abuse. Given this concern, the issue we want to consider in this note, is how mobile numbers should be dialed, once a decision has been taken that such action is valid under local law. So for example the number is not on a Do Not call list and permission to dial has been given, as required.
Regulators are clearly concerned that even when it is legitimate to dial mobile numbers, that dialing technologies can be used to dial lots of numbers in a short space of time, and that this, in itself constitutes abuse.
A simple solution to this concern is to just dial manually. For example this could be done using a rotary phone or push button phone. There is another solution, also manual, which brings in a number of consumer safeguards, which neither of these methods has.
Effective immediately Sytel is providing a manual solution called Software Support for Manual Dialing (SSMD). It has a number of key features which are especially targeted at preventing consumer abuse and improving call quality. These are:-
SSMD is a new product from Sytel and not an adaption from other products. Operational details are as follows.
The product also requires a connection to the Carrier network using SIP or ISDN trunks.
Summary features of SSMD are
SSMD not only avoids the concerns about dialing solutions that dial too quickly but crucially it takes advantage of technological advances which provide a much more secure solution for consumers, than simple manual dialing using either rotary or push button phones.