Predictive Dialer Software

Superior Dialing and Advanced Pacing Options

Predictive dialing is one of the most widely used auto dialing pacing options and Aspect offers the most comprehensive set of predictive dialing capabilities in the market.

Predictive dialing capabilities allow for the creation and administration of outbound campaigns/outbound services which can be used for collections and proactive customer contact, as well as automated messaging and scheduled recalls. Businesses can provide improved customer contact via automated dialing based on business rules and maximized agent productivity through call progress detection.

 

Agent looking at computer screen

Using Predictive Dialing to Support Multi-channel Campaigns

Multichannel Campaigns

Our cloud and on-premises outbound solutions are used by some of the largest enterprises and BPOs 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, through the right medium. This auto dialer 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 personalized, proactive outreach via voice, email and SMS

Business Rule Flexibility to Improve Contact Rates

Full featured call center solutions, such as Aspect® Unified IP® offer a complete range of pacing controls (the rate of dialing (pace) or number of outbound records dialed at a time) that can be controlled by the predictive dialer settings in the system. Algorithms predict when an agent will become available to receive the next call, and the system dials based on these assumptions. Some things the algorithm evaluates are number of agents logged into the service, agent idle time and customer abort rate.

  • Target Abandoned Percentage Selection - The contact center manager can provision the target abandoned rate for the campaign. In predictive mode, the system will adjust the number of calls dialed to adhere to the target abandoned rate setting. This controls agent idle time to gain efficiency.
  • Predictive Dampening Factor - This value is 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 - This value is used to indicate the number of hits (connects) that the system allows before the standard pacing algorithm takes effect.
  • Predictive Expected Hit Rate - This is the hit rate value the system should use during the initial period. After a certain number of hits, specified by the Predictive Transient Calls value, the standard pacing algorithm and hit rate calculation apply.
  • Predictive Abandon Tolerance - This value defines the abandoned rate that the system will tolerate during the initial period. This value works in conjunction with the Target Abandoned Percentage setting.
  • Predictive Slowdown Factor - This value is used to determine how slow the algorithm will become when the actual abandon rate exceeds the desired abandon rate. When the abandon rate increases, the dialing 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.

“With predictive dialing technology, Aspect® Unified IP® is making a huge impact in our contact center. Our agents can contact prospective customers at the right time and never get an answering machine on the line. They are now more effective. Our productivity increased more than 100 percent.”

– Manager of New Channel, Business Supporting Unit, Ping An Insurance Group

SEE ASPECT IN ACTION

FEATURED RESOURCES

See more Resources

 

What is a Predictive Dialer / Predictive Dialing?

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

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

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