Benefits and Features of Predictive Dialer Software

Posted by Avyukta Intellicall on January 27th, 2016

A predictive dialer is an automated telephone dialing system that enables call center agents to dramatically increase their number of live connections. Predictive dialers connect agents only to calls that are actually answered by people, freeing agents from the need to listen to unanswered calls, busy signals, disconnected lines, or answers from fax machines, answering machines and other automatic services.

Avyukta Intellicall Predictive dialers use mathematical formulas to predict both the average time it will take for calls to be answered and agent availability, and adjusts the dialing rate accordingly. A predictive dialer learns to anticipate when agents will become available and speeds up and slows down the dialing rate accordingly. A good predictive dialer can also analyze unsuccessful calls to determine if the number needs to be called back later or requires special handling, such as a manual call by an agent.

Features

  • Predictive Dialing, Agent Ready Dialing, Preview or Power Dialing
  • VoIP or PRI driven Predictive Dialing
  • Soft Dialer (VoIP) or Regular Dialer (PSTN Terminations)
  • Ability to Monitor Lead performance and change leads on the Fly
  • Real time Call blocking of the DNC List
  • Enforcement of Time of the Day regulation
  • Enforcement of Quota Based Dialing
  • Live Report
  • Dialer Console to adjust the speed and know channel utilization
  • Monitor Agent and Line performance
  • Connection within milliseconds, Assured to hear the 1st 'Hello'
  • Ability to Listen
  • Recording
  • Ability to have the client information at the time of connection
  • Setup multiple simultaneous Campaigns, each campaign can be Predictive or Agent Ready

The advanced predictive dialer determines and uses many operating characteristics that it learns during the calling campaign and adjusts automatically to the behavior of an ongoing campaign. Examples of such statistics include call connection rates (both current and average for recent past days by hour of the day), average agent connection time, geographic location dialed, etc. It uses these statistics continually to make sophisticated predictions so as to minimize agent idle time while controlling occurrences of nuisance calls, which are answered calls without the immediate benefit of available agents.

An advanced Avyukta Intellicall predictive dialer can readily maintain the ratio of nuisance calls to answered calls at less than a fraction of one percent while still dialing ahead. However, this level of performance may require a sufficiently large critical mass of agents. Conversely, it becomes increasingly difficult to maintain a high talk time percentage with a lower number of agents without increasing dropped calls.

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email us  :  info@dialerphilippines.com

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Avyukta Intellicall

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Avyukta Intellicall
Joined: January 22nd, 2016
Articles Posted: 35

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