This glossary contains definitions for dialogue cloud, dialogue Management, Contact Centers and customer experience terms.
What is a Predictive Dialer?
A predictive dialer automatically calls telephone numbers to detect a connection, and pass it on to an agent. Predictive dialers filter telephone numbers based on busy signals, voicemails, no-answers, disconnected numbers, and more. They use call metrics to predict when the human agent will be available for the next call.
When predictive dialing first emerged, it was primarily a hardware solution. Back then, predictive dialers were mostly used by the banking industry. However, the underlying technology has advanced significantly since then. As of right now, numerous companies offer predictive dialing solutions based in the cloud. These solutions often take many different forms, like the Autonomous Dialer, Campaign Dialer and Voicemail Dialer from Anywhere365. Easily integrated with CRMs to give insights into the available call metrics.
How does a predictive dialer work?
The main purpose of a predictive dialer is to predict when the agent is available to take the next call. Previously, this was done by algorithms, so called Call Progress Analysis (CPA). CPA determined the nature of the caller and calculates when to connect the agent with a connected (valid) telephone number. This saved a lot of time for agents, taking into consideration the amount of time it takes to dial a telephone number manually.
However, CPA provided companies with sub-optimal results, due to the simplicity of the rule-based algorithms. This led to a lack of accuracy and speed of processing and other inefficiencies. Nowadays, it is easier for companies to overcome these inefficiencies, by using predictive modeling based on advanced statistics on neural networks in order to ensure agents a seamless transition from one call to another.
Who uses a predictive dialer?
These days, a predictive dialer can be used in all sorts of organizations; ranging from the before mentioned banking industry to the expected telemarketing, customer service and marketing research. Other companies that are considering the use of a predictive dialer should however, take certain facts into account. Companies who are primarily selling high-ticket items for example, probably want to spend a certain amount of time on researching the prospect before calling. This completely eliminates the main benefit of using a predictive dialer, which is putting agents or sales people on the phone for as much time as possible. The context of the companies’ sales process is therefore very important to be aware of, before looking at predictive dialing software.
Anywhere365 dialing solutions
Anywhere365 offers multiple solutions regarding or related to predictive dialing to ensure a smooth and seamless customer experience:
Autonomous Dialer: schedule an automated call to the customer, prompting a predefined IVR menu.
Campaign Dialer: the Campaign Dialer automatically calls the next available agent and customer on the list.
Voicemail Dialer: it is possible to leave a voice mail and send these voice mails to SharePoint or offer them to agents.
Learn more about solutions Anywhere365 offers here.
On average our customers save 45 seconds. Per agent. Per contact.
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