Improve Performance throughout the Organisation

The contact centre is overflowing with data that can provide valuable insights about what is working and what is not. Unfortunately, this valuable information is often locked away in disparate contact centre systems, and there is no easy way to consolidate, correlate and display key information relevant to each employee’s role.

  • Surface valuable insights using simple widgets and dashboard displays.
  • Align individual goals with enterprise strategic priorities at every level in the organisation.
  • Ensure a sharp focus on metrics that will quickly drive change.
  • Provide a “single source of truth” for data from different systems in the contact centre, including Aspect® Engagement Analytics.
  • Show results in many graphically revealing forms including heat maps.

See how it works! Watch the video to see Aspect's performance management solutions in action.



Use Predictive Dialling to Support Multichannel Campaigns

Available as either an on-premises or cloud-based software solution, Aspect's Outbound Voice contact centre applications are used by some of the industry's largest enterprises to efficiently manage high-volume, high-touch automated multichannel campaigns through voice, email or SMS, that get critical information to the right people, at the right time, with the right channel. Predictive dialler functionality makes it possible for businesses to:

  • Detect busy signals, fax machines, voicemail and no-answers with configurable reattempt and escalation rules
  • Create, modify, stop or start campaigns dynamically, through a single point of administration
  • Adjust campaign pacing for improved agent productivity, compliance with abandonment rate laws and effective use of your telephony resources
  • Easily manage Do Not Call (DNC) lists, time zones, number portability, attempts and state and local calling rules
  • Track and manage mobile numbers and consent
  • Provide personalised, proactive outreach via voice, email and SMS

Business Rule Flexibility to Improve Contact Rates

Aspect's outbound predictive dialler software gives your contact centre complete control over the number of outbound records dialled at a time, with a full range of predictive dialler pacing controls. Algorithms predict when an agent will become available to receive the next call, and the system dials based on a set of assumptions and criteria, such as the number of agents logged into the service, agent idle time and customer abort rate.

  • Target Abandoned Percentage Selection: The target abandoned rate for the campaign, provisioned by the contact centre manager. In predictive mode, the system will adjust the number of calls dialled to adhere to the target abandoned rate setting. This controls agent idle time to gain efficiency
  • Predictive Dampening Factor: The value used to dampen (or distribute) the number of calls placed over a few seconds. The Dampening Factor allows the system to quickly adjust to sudden changes, such as tables suddenly being started, a large number of agents logging out, a spike in the hit rate and other changes
  • Predictive Transient Calls: Indicates the number of hits (connects) that the system allows before the standard pacing algorithm takes effect
  • Predictive Expected Hit Rate: The hit rate value the system should use during the initial period. After a certain number of hits, specified by the value for Predictive Transient Calls, the standard pacing algorithm and hit rate calculation apply
  • Predictive Abandon Tolerance: Defines the abandoned rate that the system will tolerate during the initial period. This value works in conjunction with the setting for target Abandoned Percentage
  • Predictive Slowdown Factor: Determines how slow the algorithm will become when the actual abandon rate exceeds the desired abandon rate. When the abandon rate increases, the dialling must be slowed down to reduce the chances of further abandons. This slows down the rate at which the abandon rate decreases. The Predictive Slowdown Factor allows the user to balance these two quantities


What is a Predictive Dialler/Predictive Dialling?

Predictive diallers allow call centres to algorithmically predict when agents will be available and how long it takes for calls to be answered. This process enables agents to get more live connections, significantly increasing their productivity. When a machine is reached, fax number is dialled, or busy signal detected, the call is terminated before any agent involvement occurs.

Predictive diallers can support multiple concurrent outbound sales and marketing campaigns. Applications for predictive dialling vary widely. Examples include proactive customer outreach programs like prescription renewal notifications, utility outage notifications and fraud detection notifications.

Predictive dialling is subject to regulations that vary around the world. It is important for those using predictive dialling technology to stay up to date on the regulations that apply to their region and industry.