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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.
The predictive dialer monitors the answers to the calls it places, detecting how the calls it makes are answered. It discards unanswered calls, busy numbers, disconnected lines, answers from fax machines, answering machines and similar automated services, and only connects calls answered by people to waiting sales representatives. Thus, it frees agents from the task of Manually Dialing telephone numbers and subsequently listening to ring tones, unanswered or unsuccessful calls.
Before running a campaign, Call list data is loaded into the dialer. The data is generally derived from a large database such as a telephone directory or similar listing from CRM software. Some predictive dialers generate call lists and report call attempts. Unsuccessful calls are often analyzed to determine if the number called needs to be called back later or needs special treatment, such as a manual or autodialed call by an agent to listen to an answer machine message.
Predictive dialer systems are commonly used by telemarketing organizations involved in B2C (business to consumer) calling as it allows their sales representatives to have much more customer contact time. Predictive dialers may also be used by market survey companies and debt collection services who need to contact and personally speak to a lot of people by telephone. More commonly predictive dialers are now being used as a quick and easy way to automate all sorts of calls which would otherwise be made manually by a call center, such as welcome calls for new customers, customer service call backs, appointment confirmations/reminders.
Soft Dialers :
Software-only dialers are often cheaper because they do not require expensive telephony components. Utilizing the ever increasing computational power and shorter development cycle, today's soft d ialers offer the same or more functionalities than traditional hardware based dialers. For example, call progress analysis and 'call classification' are all implemented in the software. In addition, it is usually easier to integrate other 'voice' related functions (voice recording, IVR, speech recognition, text-to-speech etc.). Typically, a software dialer is connected to an existing PBX system via the PBX CTI link. Open Source dialers have proven themselves in the production world and enable call centers of all sizes to lower costs. Other advantages include customization of the software suites to meet the needs on an individual basis.
Recent soft dialers are mostly VOIP dialers. These dialers can connect to VOIP compatible PBX systems the same way as traditional software dialers. In addition, VOIP dialers can connect to VOIP services directly through the internet.
Power Dial :
Power Dial is built over Asterisk IP/PBX technology which supports following features.
Asterisk-based telephony solutions offer a rich and flexible feature set. Asterisk offers both classical PBX functionality and advanced features, and interoperates with traditional standards-based telephony systems and Voice over IP systems. Asterisk offers the features one would expect of a large proprietary PBX system such as Voicemail, Conference Bridging, Call Queuing, and Call Detail Records etc.
Sara Call center solution is an ideal for small and medium sized call centers handling large call volumes. It has all the features of a modern call center providing inbound call handling for customer care as well as outbound for telemarketing; debt chasing and customer follow up applications.
Functioning :
The predictive dialer exhibits predictive behavior when its dialing algorithm produces more call attempts (dials) than the number of agents currently logged in and available to handle calls. The predictive dialing happens when the predictive dialer dials ahead of the agents becoming available or when the predictive dialer matches a forecast number of available agents with a forecast number of available called parties. The matching and dialing ahead perspectives provide the large increases in dial rates and agent productivity.
Support:
- 24 x 6 NOC Support
- (24X 7 On demand support)
- Online: On chat support
- Yahoo, MSN, Gtalk, Skype.
- Onsite Support
- Integration & Customized CRM Support
- Customized Tailor made mix support of all the above.
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