Advanced features in Asterisk Predictive Dialer
Posted by Aaeesha on July 3rd, 2014
As a smart power dialing system, predictive dialer essentially is an outbound computer automated call processing system designed to automatically dial batches of preset telephone numbers for assigning connections to the waiting customer service representatives with an ultimate aim of maintaining a good level of manpower utilization and thereby ensuring higher profitability through cost efficiency. These systems are based on certain algorithms taking into account the call duration, waiting time between two calls, efficiency of the agents, their availability to take up a new call and also the provisions contained in the statutes in this behalf in different states (violation of such laws will invite significant penalties and even be criminal in certain jurisdictions). Also, predictive dialer will sense and skip if the answering party is just an answering machine or announce a pre-recorded message; it will also screen and drop busy/ engaged numbers/ blacklisted numbers. Thus, productivity in the initial stages of connections is ensured and the agents will just be on the job; and therefore no idle time. These predictive dialers find wide applications in call centers/ contact centers/ campaigns. They may require other related tools like screen pop (desktop integration), IVR (Interactive Voice Response) applications.
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About the AuthorAaeesha
Joined: May 27th, 2014
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