Platform: predictive dialler
A fully predictive, blended dialler built around a probability engine. It works out when each agent will next be free and launches each call so that it answers just as they are, keeping talk time high and every campaign inside the abandoned call limit.
How it dials
Most predictive diallers count the agents, average the handle time and apply a ratio. Ours watches every agent through every state of every call, and knows how long this agent, on this campaign, with this data, at this time of day, is likely to stay in each one.
The data is profiled in the same way: answer rate, answerphone rate and time to answer, by source, hour and day of the week. The engine combines the two to launch each call when its answer is most likely to meet a free agent, across the whole floor at once.
New agents and new datasets borrow from their team and campaign until their own history can stand alone, so the dialler predicts sensibly from the first call rather than waiting for someone to retune it.
Every agent, every state, every second. The engine keeps a picture of when each agent will be Ready again, and dials to meet it.
Features
Inbound and outbound on the same floor. Agents take inbound calls when they arrive and are dialled for in between.
The abandoned call budget is spread across the campaign's known hours, so the engine can lean in while profiles settle and still finish the day within target.
With fewer than ten Ready agents a campaign falls back to preview dialling, one call per agent. A zero percent campaign is always preview.
Web leads arriving during the day go to the front of the queue and reach an agent within moments, while the customer still remembers asking.
Agent and campaign callbacks at the time the customer asked for, and records recycled by outcome, so no lead is dialled to death or forgotten.
Do not call requests, TPS and your own suppressions applied before a number is dialled, and honoured across every campaign.
Proven
The probability engine has driven our dialler through more than ten years of live contact centre work, and it is what has set it apart. The current generation keeps it at the core and takes it further.
The dialler is part of the contact centre in a box, but it also runs on its own, alongside the CRM you already use.
Tell us about your campaigns and your floor, and we will show you the dialler working the way you would use it.