Monday, September 30, 2013

Predictive Dialer

A predictive dialer is an outbound call processing system designed to maintain a high level of utilization and cost efficiency in the contact center. The dialer automatically calls a list of telephone numbers, screens the unnecessary calls such as answering machines and busy signals, and then connects a waiting representative with the customer.

There are hundreds of different providers of predictive dialer software across the globe, and every predictive dialer has its pros and cons.

What Is A Predictive Dialer?

    "A predictive dialer is a computerized system that automatically dials batches of telephone numbers for connection to agents assigned to sales or other campaigns. Predictive dialers are widely used in call centers." - Wikipedia

"Definitions of Predictive dialer on the Web:
A predictive dialer is an outbound call processing system designed to maintain a high level of utilization and cost efficiency in the contact center. The dialer automatically calls a list of telephone numbers, screens the unnecessary calls such as answering machines and busy signals, and then connects a waiting representative with the customer.

VOIP Predictive Dialer

A VOIP predictive dialer, is a software product capable of predictive dialing using VOIP service directly. Basically, the VOIP predictive dialer is configured as a set of soft phones of a VOIP service. The best examples of such a product are from 3CLogic and Voicent Agent Dialer, a VOIP based Predictive dialer.

When using a VOIP predictive dialer, calls are made through a VOIP service over the internet. There is no need for any additional hardware, such as a PBX system. However, it is also possible to use a VOIP predictive dialer with a PBX system, such as Asterisk, as long as the PBX system is SIP compatible.

Software Only Predictive Dialer

New predictive dialing technology, together with faster computers and bigger broadband bandwidth, enables software only predictive dialers to work as good as or even better than hardware based dialers. Software based solution avoids expensive telephony board and associated hardware maintenance cost. It is easy to install and configure. For example, it is very easy to setup remote agent (at home agent).


    Predictive Dialer Solutions from The Call Experts, Predictive Dialer and Web CRM Solution, Provider With Operations in India, Europe, United State, United KIngdom, Singapore, Middle East.

    Altitude predictive dialer - from 10 seats upwards. Provides powerful predictive dialing solutions The solution intelligently automates the call to be done, the best time, number and agent according to priorities, skills, availability and contact strategy.

    All pacing modes are available including preview, power and an accurate predictive dialer. Outbound contacts can be blended with inbound activities.

    BrightPattern - Next generation cloud-based contact center solution, ServicePattern. Includes a predictive dialer, and other dialing modes, in the outbound contact center solution.
    3CLogic Software Predictive Dialer - No hardware required. Unique software AMD algorithm eliminates dead air. Highly accurate with minimum wait time for agents. Agents can be working from home or multiple locations. Complete visibility into call center operations.
    Avyukta Intellicall - Predictive Dialer + VoIP Minutes - 99 Live reference centers across the globe + Best Quality VoIP Minutes with redundancy so as to minimize downtime. Predictive Dialer + VoIP Minutes Free demo. IVRS, Domestic PRI Based Center, Bulk VoIP Termination. Various models for Dialer and VoIP as per your requirement.
    Genesis Communications predictive dialer - from 1 seats upwards. Provides Predictive dialing for at home agents as well as agents at single or multiple locations. Outbound, Inbound and Blended modes.
    The Call Experts. - VoIP Dialer and Predictive Dialer. Windows based comprehensive and dynamic SIP/VoIP dialer with a robust SQL database that can meet the needs of a call center, or act as a stand alone automated dialer processing dialing scripts. You can start off with as little as 1 channel and scale up to 500 simultaneous channels. You can also request unique processing scripts that we call "Actions", that will meet your exact dialing needs, or just combine the ones already provide to meet your dialing needs.

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Saturday, September 28, 2013

Adaptive Predictive Dialer

As part of the Adaptive Contact suite of applications, the Adaptive Predictive Dialer drives the productivity of people who make calls to consumers.  Callers using this application typically talk to more people each day and are therefore more productive.  

Predictive Dialing is best suited for calling consumers, where only a percentage of people called will answer the phone.  With Predictive Dialing, the call is dialed by the computer or phone system, and once answered, is transferred to the user. To be most effective, full Predictive Dialing usually requires a team of at least ten callers or agents and the calls must be of a reasonably predictable duration.

The Adaptive Predictive Dialer includes a proprietary method of dialing, called Overdial, that is designed for use by teams of as few as three callers, or for situations in which the type of calls being made do not have easily predictable call duration.

The Adaptive Predictive Dialer can easily be integrated with other applications via “txt” files or SQL, and the application also supports screen-popping.

The Adaptive Predictive Dialer provides management control enabling managers to decide who will be called, in what order and when.

Comprehensive management reporting also allows managers to make decisions on how to organize the team in the most effective way. A wide variety of real-time and historical reports are included. Real-time reports show the current activity of the callers/agents and the status of queues while historical reports include extension, caller/agent, team, campaign and dialer activity.The Adaptive Predictive Dialer includes an SQL Export facility, so that all data can be automatically exported to a reporting tool of your choice.

The Adaptive Predictive Dialer includes the following benefits:
  •    Unique algorithms enable predictive dialing using smaller teams or for non-uniform 
  •    Useful for SME sales offices, Telemarketing or Call Centers making business to
       residential phone calls
  •    Increases amount of time each caller/agent spends talking to customers
  •    Reduces time required for each caller/agent to be connected to a customer
  •    Better staff management through management reporting
  •    Increased productivity and reduced costs

The key capabilities and features of the Adaptive Predictive Dialer include:

  •   Preview, Progressive, Predictive and Overdial dialing styles and ability to mix and
      match to suit circumstances
  •   Import of data from CSV or SQL databases
  •   Unlimited number of queues and campaigns
  •   Support for up to 10 numbers per contact
  •   Automatic and manually scheduled call-backs
  •   Inbound and outbound call blending
  •   Comprehensive management reporting
  •   Ability to export data to external reporting tools
  •   Integrated Call Recording (requires Adaptive Hybrid Call Recorder also)
  •   Integrated SMS and Email (requires Adaptive Messaging also)
  •   Integrated Web Call-Back and Web Chat (requires Adaptive Web Assist also)

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