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my knowledge base Contact Center Predictive Dialer
| Predictive Dialer |
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| Written by Ranjit Patel |
| Sunday, 29 March 2009 15:02 |
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Predictive Dialer leverages your existing CRM system or database in order to place outbound calls to targeted customers. Unlike preview calls, predictive calls are dialed automatically and without agent involvement. Positive Voice Detection technology is utilized to distinguish between an answering device (or voicemail) and a live contact. Once a live contact has been reached, the call is immediately (and silently) routed to an available agent, simultaneously providing them with a screen pop of pertinent customer information. Configuration options allow for special handling of calls that reach answering devices as well as campaigns that simply deliver pre-recorded messages (Message Center type campaigns.)
The heart of the Predictive Dialer is a unique, self-adjusting algorithm engine which continuously monitors and re-evaluates both the current contact center volume and the live-contact “hit” ratio in order to automatically and efficiently throttle the flow of outbound calls. This provides for maximum agent utilization, especially in blended inbound/outbound contact center environments. |
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