Automatic Predictive Outbound Dialer

Interaction Dialer's primary purpose is efficient placement of outbound calls. Interaction Dialer is both an automated dialer and a predictive dialer. It supports supplemental dialing modes for added flexibility.

Automatic Dialing

It can take up to 30 seconds for an agent to manually place an outbound call.  The agent must look up a number, dial, and wait for an answer.  After the number is dialed, the agent spends time listening to rings, phone company intercepts, busy signals and answering machines.  Additional time is required to update records at the end of each call.

Interaction Dialer automates this process by automatically selecting the person to call, dialing the number, and routing the call to an agent if a live person answers.  Productivity gains are achieved by screening out answering machines, busy signals, non-completed calls, and operator intercepts.

1. Interaction Dialer retrieves telephone numbers from a call queue.

2. It obtains an outbound line from a configurable list of lines, dials the number, and waits for the call to be answered. Interaction Dialer reliably detects ring/no-answer conditions, busy signals, fax tones, and answering machines.

3. Agents receive only telephone calls that reached a contact.

Agents in a manual dialing center are usually connected to targeted parties for less than 15 minutes per hour. Using Interaction Dialer, agents connect to targeted parties for as much as 50 minutes per hour.  Since each agent's time is more effectively used, the productivity and profitability of the call center is increased.

Predictive Dialing

Predictive dialing refers to the process of placing outbound calls, based upon the prediction that an agent will be available at some time in the future once a connection with a person is achieved.

Interaction Dialer uses an advanced predictive algorithm to forecast when agents will become available.  It automatically adjusts the pace of dialing to keep agents busy while maintaining abandon rate goals.

A predictive algorithm is a calculation that determines when to make a call. This calculation analyzes a number of factors, including agent status, stage completion measurements, and contact list quality.  The predictive algorithm uses real-time statistics to estimate when each agent will finish the current call.  The system queues and places multiple outbound calls while agents are busy, to ensure that a targeted party is answering at the moment that the agent becomes available.  Options for less aggressive dialing, such as preview dialing, are also available. See Dialing Modes.

Some of the factors that Dialer's predictive algorithm analyzes are:

Automatic dialing and predictive calculations work together to improve the efficiency of outbound call centers. The rate of outbound calling is adjusted dynamically as factors change. Agent productivity, in terms of time spent talking to customers and prospects can approach 100% utilization.