The heart of the Predictive Dialer is a unique, self-adjusting algorithm engine which continuously monitors and re-evaluates both the current contact center volume and the live-contact “hit” ratio in order to automatically and efficiently throttle the flow of outbound calls. This provides for maximum agent utilization, especially in blended inbound/outbound contact center environments.

With Scheduled Call Back, customers can specify a callback number or they can be called at the number detected by Caller ID. Customers have the option to be contacted by the next available agent or to be contacted after a specified time. Information that the customer entered during the routing process can be stored with the callback request and passed along to the agent. The agent receiving the callback request can review the customer’s information prior to initiating the call back.

The Scheduled Call Back application provides a reliable and easily implemented solution that allows customers to be serviced by a live agent without calling multiple times, leaving voice mail messages, or waiting for long periods of time in queue. Scheduled Call Back also lowers the risk of losing a customer due to their frustration trying to reach a live person.

Scheduled Call Back contacts are delivered to agents using standard Interchange Server routing, so agents can alternately receive inbound and Scheduled Call Back contacts depending on their skills. Blending inbound, Scheduled Call Back contacts, and other contact types can significantly improve contact center efficiency.

Preview Dialer is ideal for bill collection, following up on support tickets, marketing campaigns, and customer satisfaction surveys. Preview Dialer gives agents the opportunity to review contact information to know whom they are calling and the purpose of the call before dialing the outbound call. During the preview time, agents may also lookup additional information about the contact in external applications using the contact data displayed (e.g. account number). This process can be automated with the optional addition of a screen-pop integration.

Preview contacts are delivered to agents using standard routing so agents can alternately receive inbound and preview contacts depending on their skills. Blending inbound, preview contacts, and other contact types can improve contact center efficiency significantly. During slow times for inbound calls, agents can service preview contacts.

There are two types of disposition, System Disposition and Agent Disposition. Dialer adds a specific `System Disposition Code’ for every dialing attempt, to indicate the outcome of the call such as No Answer, Busy, Operator Intercept, Call Connect, etc.

Once a right party contact is established and passed on to the agent, Agents closes the call with a specific disposition code, to indicate the outcome of the conversation. These codes are specific to the campaign type and can be customized for each campaign. An example of disposition could be Sale, Not Interested, Call Back, Do Not Call, etc.