Predictive Dialer
Peopletech predictive dialer
Introduction:-

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.

Predictive dialers, automatically place outbound calls and deliver answered calls to agents; they are the key to using your sales force time as efficiently as possible in your outbound call center.

Basic Working Model

A predictive dialer is a computerized system that automatically dials batches of telephone numbers for connection to agents assigned to your sales or other various campaigns. Predictive dialers are widely used in call centers. Predictive dialers were developed from the auto dialer. Whilst the basic auto dialer merely automatically dials telephone numbers for call center agents who are idle or waiting for a call, the predictive dialer uses a variety of algorithms to predict both the availability of agents and called party answers, adjusting the calling process to the number of agents it anticipates (or predicts) will be available when the calls it places are expected to be answered. The answered call will thrown to the user with related information in the CRM displayed in the computer. The comments and the disposition will be updated in the database thru the CRM.

Integration Of Predictive Dialer Without CRM

The agent has to login via analog phone or IP phone.The logged-in agent is authenticated by the dialer, so that the agent will be waiting in the queue without a CRM or agent computer in the phone (analog phone or IP phone). Then the predictive dialer automatically dials the telephone number and will transfer the connected number to the available agents. The call will be disposed from the phone may be hard phones or IP phones by keying in the # key. When the predictive dialer software detects the # key it will prompt the agent to dispose the call, a list will be provided for the disposition from 1 to 9 with description. Based on that the user has to key in the number in the dial pad, so that it will be updated as a disposition in the database.

Connectivity

The predictive dialer is connected with the E1 line from any service provider with Sangoma E1 PRI card Located in the dialer server for domestic dialing.The agent phones may be Analog phones or IP phones. If IP phone, it will be connected in RJ 45 I/O terminated in local switch. If Analog phone it will be connected in RJ11 terminated in FXS card located in dialer server.

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