Overview

Improve Call Center Efficiency with a Best-of-Breed Auto Dialer

Aspect's auto dialer systems have helped thousands of companies around the world increase productivity, raise customer satisfaction and improve profits from collections, service and sales. That’s why Frost and Sullivan has ranked Aspect at the top of the outbound contact center market for more than 10 years.

Aspect auto dialer capabilities include a full range of pacing options:

  • Manual dialing: Directories and simple click-to-dial functions expedite the manual dialing process for agents
  • Preview dialing: Presents an outbound record for review before either the agent will manually launch a dial or the system will automatically launch a dial after a configurable amount of time
  • Automatic Dialing: Based on a predefined call-to-agent ratio
  • Precision Dialing: Dialing based on the availability of agents at a given time
  • Predictive Dialing: System dials based on algorithms that predict when an agent will become available to receive the next call, by evaluating the number of agents logged into the service, agent idle time and customer abort rate
  • Blaster Dialing: Dialing not based on agent logged–in status, but rather on available resources, such as Voice Portal ports

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Capabilities

Compliant Outreach Strategies

Aspect auto dialer solutions increase contact rates, enhance agent productivity and lower costs, while helping companies comply with increasingly complex regulatory requirements like the Telephone Consumer Protection Act (TCPA), Office of Communications Act in the UK (OFCOM) and other regulatory bodies.

Gain Contact Center Efficiencies with Call Blending

Call blending—a practice that involves using an auto dialing strategy such as predictive dialing combined with inbound call handling—enables contact centers to allocate agents across contact channels and through automated multichannel blending defined by business rules.

With call blending, some or all available agents can handle multiple types of customer interactions, including inbound and outbound calls, email, IM, web chat, SMS and social—all from the same workstation and without having to log in and out of different services.

Multichannel contact blending balances the objectives of maximizing the value of each contact, minimizing agent idle time, and maximizing agent productivity. If blending is done well, it will result in superior service and maximized agent productivity.

Glossary

What is an Auto Dialer/Auto Dialing?

An auto dialer is a tool that allows call centers to automate their outbound calling. A full-featured auto dialer offers a range of pacing options. Which option is best? It depends upon the nature of the call campaign and the regulatory environment where the calls are being placed.

Auto dialer pacing options can include:

  • Manual Dialing
  • Preview Dialing
  • Automatic Dialing
  • Precision Dialing
  • Predictive Dialing
  • Blaster Dialing

Predictive dialing is a widely used auto dialing option as this capability significantly increases agent productivity. Learn more about Aspect's predictive dialer.