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Ever thought how a call center functions? How it handles so many outbound calls and incoming calls? Call centers of business companies, like mail order catalogue firms, customer support for hardware and software, usually answer a lot of incoming telephone calls of customers or makes outgoing calls to customers.
In such situations and many others where the individual identity of the caller is not relevant and in situations where time translates to money, the Predictive Dialer is used.

A Dialer provides the connection between the internet or a network of computers and an analog telephone. In this era of telemarketing, many business problems have increased, yet there is the urgent and unavoidable need
• to improve customer care
• to sell to customers with automated systems
• to increase personal productivity
• and most important of all to control costs( one way to do this is to employ fewer live agents to handle routine calls)

And from the public, there is forever the demand for information. This offers a lot of scope for generating revenue, by offering and charging for this valuable information. All this is achieved through the use of dialers.
It is the time factor which gives one technology an edge over the other. With ordinary manual dialing the average productive time per hour is just 15 to 20 minutes. The real breakthrough has come with Predictive Dialing, which gives the agents an extraordinary 40 to 57 minutes per hour.

A Predictive Dialer is a computerized system that has been programmed to dial numerous telephone numbers simultaneously. It is the most automated and sophisticated outbound calling method.
Open telephony devices or servers have computer hardware or software installed that are programmed to dial calls to numbers loaded from a database. It is programmed to hook the agent to the called party only if there is a live hello from a human! It is an advanced version of Auto Dialer.
In the Predictive System of dialing, telephone numbers are automatically dialed without a representative agent on the line. The system then listens for the response. Two types of situations can develop after this:
• When a live hello is detected, the system automatically transfers call to an available agent.
• When the telephone number dialed is busy , or there is no answer , or not working , the system discards or reschedules the call.
Thus when the program senses answer from people, the call gets through to a free agent. All other calls like unanswered calls, engaged numbers, disconnected lines, answers from automated machines get discarded.
A Predictive Dialer system has hardware and/or software installed that can recognize no answers, busy signals, disconnected numbers, operator intercepts, fax machines, modems, and responses from answering machines. It keeps track and reports on everything. This saves a lot of precious time and increases the productivity as the agent is no longer held up to search and wait for a free line.

Industry Applications of Predictive Dialers include:
1. Enterprises who make lot of continuous outbound calls.
2. Telemarketers (business to consumer and business to business sales, lead generation, appointment scheduling)
3. Charities
4. Market research
5. Public Relations and collections
6. Surveys
7. Polling
8. Customer service calls
9. Reminders
10. Mass notifications
As with almost every technology, predictive dialers too are changing and developing. New hybrid systems are emerging. These combine inbound ACD, outbound predictive dialer, and even voice response functions in a single integrated, low priced system.

© 2016 Prologix Systems Pvt Ltd. All rights reserved.

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