Predictive dialer

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A predictive dialer is a computerized system that automatically dials batches of telephone

numbers for connection to agents assigned to sales or other campaigns. Predictive dialers are
widely used in call centers.

Contents
[hide]

 1 History
 2 Functioning
 3 Silent calls
 4 Types
o 4.1 Soft dialers
o 4.2 Hard dialers
o 4.3 Smart predictive dialers
o 4.4 Hosted predictive dialers
o 4.5 Hybrid predictive dialers
 5 See also

[edit] History
The autodialer preceded the predictive dialer. While the basic autodialer merely automatically
dials telephone numbers for call center agents who are idle or waiting for a call, the
predictive dialer uses a variety of algorithms to predict both the availability of agents and
called party answers, adjusting the calling process to the number of agents it predicts will be
available when the calls it places are expected to be answered.

The predictive dialer monitors the answers to the calls it places, detecting how the calls it
makes are answered. It discards unanswered calls, busy numbers, disconnected lines, answers
from fax machines, answering machines and similar automated services, and only connects
calls answered by people to waiting sales representatives. Thus, it frees agents from the task
of manually dialing telephone numbers and subsequently listening to ring tones, unanswered
or unsuccessful calls.

A predictive dialer can dramatically increase the time an agent spends on communication
rather than waiting; a 2002 survey indicated an increase in talk time from twenty minutes in
the hour to almost fifty. The system is most suitable for low quality lists and large numbers of
agents; however, an unexpectedly high contact rate can overwhelm the system leading to call
abandonment.
Before running a campaign, Call list data is loaded into the dialer. The data is generally
derived from a large database such as a telephone directory or similar listing from CRM
software. Some predictive dialers generate call lists and report call attempts. Unsuccessful
calls are often analyzed to determine if the number called needs to be called back later or
needs special treatment, such as a manual or autodialed call by an agent to listen to an answer
machine message.

Predictive dialer systems are commonly used by telemarketing organizations involved in B2C
(business to consumer) calling as it allows their sales representatives to have much more
customer contact time. Predictive dialers may also be used by market survey companies and
debt collection services who need to contact and personally speak to a lot of people by
telephone. More commonly predictive dialers are now being used as a quick and easy way to
automate all sorts of calls which would otherwise be made manually by a call center, such as
welcome calls for new customers, customer service call backs, appointment
confirmations/reminders, or even for the automation of large numbers of ad hoc calls that
might need to take place (such as by a taxi company, or parcel delivery service etc).

They generally rely on the fact that if a person were to sit down and manually dial 1000
people, a large percentage of these calls will not result in contact with someone at the other
end. Out of 1000 calls made, typically only about 25-35% would actually connect to a live
person. Of the rest, a large number (often 40-60%) won't be answered at all, around 10%
might be answering machines, faxes, modems or other electronic devices, around 5% of
numbers would be busy and the rest will result in network errors, or be identified as invalid
numbers. For call centers that need to make large numbers of outbound calls, this represents a
large problem. Typically in manual dialing environments, a given agent will spend around
80% of their time listening to the phone ring waiting to talk to someone, or dealing with
invalid numbers or answering machines and only about 20% of their time actually doing what
they are really there to do. By using a predictive dialer to filter out these unproductive calls
and to spare the agent from having to wait for the phone to be answered each time, call
centers can reverse the situation. Agents can now spend on average around 80% of their time
talking to customers and only about 20% of their time waiting for the next call - a 300%
increase in productivity.

[edit] Functioning
The predictive dialer exhibits predictive behavior when its dialing algorithm produces more
call attempts (dials) than the number of agents currently logged in and available to handle
calls. The predictive dialing happens when the predictive dialer dials ahead of the agents
becoming available or when the predictive dialer matches a forecast number of available
agents with a forecast number of available called parties. The matching and dialing ahead
perspectives provide the large increases in dial rates and agent productivity.

If a system has 100 agents working on it, the dialer will dial a number of calls sometimes
crudely based on a phone line to agent ratio of 1.5:1 or 2:1. This means that for each available
agent, the system will dial the phone numbers of two potential customers. As these calls are
made to the telephone network, the dialer will monitor each call and determine what the
outcome of the call was. From 150 calls made, the system will immediately strip out any
unproductive outcomes, such as busy calls (these are usually queued for automatic redial), no
answers & invalid numbers. Some predictive dialers incorporate "answering machine
detection", which tries to determine if a live person or answering machine picked up the
phone. This is one cause of the typical delays that one may experience before being
connected to an agent. (Answer Machine Detection is under a lot of scrutiny in the UK at the
moment due to accuracy of it and abandoned calls, as a result the majority of contact centres
are not using it)

If not enough calls are made ahead, agents will sit idle, whereas if there are too many calls
made and there are not enough agents to handle them, then the call is typically dropped. A
sophisticated system will throttle calls more appropriately to deal with these situations.

The advanced predictive dialer determines and uses many operating characteristics that it
learns during the calling campaign and adjusts automatically to the behaviour of an ongoing
campaign. Examples of such statistics include call connection rates (both current and average
for recent past days by hour of the day), average agent connection time, geographic location
dialed, etc. It uses these statistics continually to make sophisticated predictions so as to
minimize agent idle time while controlling occurrences of nuisance calls, which are answered
calls without the immediate benefit of available agents. An advanced predictive dialer can
readily maintain the ratio of nuisance calls to answered calls at less than a fraction of one
percent while still dialing ahead. However, this level of performance may require a
sufficiently large critical mass of agents. Conversely, it becomes increasingly difficult to
maintain a high talk time percentage with a lower number of agents without increasing
dropped calls.

[edit] Silent calls

Predictive dialing systems use algorithms to control the ratio of calls to agents. Because a
dialer cannot know what proportion of its calls will connect until it has made them, it will
alter its dialing rate depending on how many connections it manages to achieve.
Occasionally, the system will get more live parties on call attempts than there are agents
available to take those calls. Consequently, the dialer will disconnect or delay distribution of
calls that cannot be distributed to an agent. This is known as a silent call or a nuisance call.
The called party hears only silence when the predictive dialer does not at least play a
recorded message.

The experience for those who receive a predictive dialer call can be less satisfactory. There
may be an appreciable period of silence before a call is routed to a sales representative. This
annoys people and also gives them a chance to hang up. If no sales representative is available
for a successful call, it is often disconnected. In certain countries, this disconnection is a
breach of regulatory codes, and most countries now regulate limits on the number of silent
calls that a company makes within a certain time frame. In the UK and the USA, these silent
calls have caused concern and outrage amongst the public, and strict regulations now govern
how these systems may be used, with threats of large fines for companies that abuse these
systems. Currently, in the UK and US, a maximum of 3% of the calls, measured as a
percentage of live calls made may be "dropped," which is why call centers have to be very
careful about their procedures.

In the US there are other regulations which dictate the use of predictive dialing, this includes
a mandatory abandon message to be played, pacing adjustments and the transmission of a
Caller ID.
[edit] Types
Predictive dialers perform the same function but the architecture and delivery methods can
vary greatly between manufacturers. There are several types of predictive dialing: Software,
Hardware, Smart, and Hosted dialers.

In recent years, 'mixed' type predictive dialers have emerged. These predictive dialers are
based on simpler hardware, such as voice modems, and more powerful software for
answering machine detection and call progress detection. The biggest advantage of this type
of predictive dialers is the substantially lower cost of ownership. Another form of predictive
dialer has evolved: the so-called 'smart' predictive dialer combining voice broadcasting and
attendant phone agents. Hosted predictive dialing is a service provided by third party
providers that connects calls via the internet to agents.

[edit] Soft dialers

Software-only dialers are often cheaper because they do not require expensive telephony
components. Utilizing the ever increasing computational power and shorter development
cycle, today's soft dialers offer the same or more functionalities than traditional hardware
based dialers. For example, call progress analysis and 'call classification' are all implemented
in the software. In addition, it is usually easier to integrate other 'voice' related functions
(voice recording, IVR, speech recognition, text-to-speech etc.). Typically, a software dialer is
connected to an existing PBX system via the PBX CTI link. Open Source dialers have proven
themselves in the production world and enable call centers of all sizes to lower costs. Other
advantages include customization of the software suites to meet the needs on an individual
basis.

Recent soft dialers are mostly VOIP dialers. These dialers can connect to VOIP compatible
PBX systems the same way as traditional software dialers. In addition, VOIP dialers can
connect to VOIP services directly through the internet.

Older soft dialers may use ISDN messaging, or a CTI link to provide call progress analysis
for calls made, and in some cases, specialized 'call classification' cards are required in the
PBX for call progress analysis and answering machine detection.

Pros:

 Low cost without consideration of sunk costs of a fully-provisioned PBX

 Flexible architecture works well in multi-site and distributed environments

Cons:

 A few older PBXs will not work with a soft dialer configuration
 Older dialers have higher error rates in classification of calls (Fax, modem, etc. have
to be detected by the agent)

[edit] Hard dialers

Hardware dialers use dedicated telephony boards to perform call progress analysis and
answering machine detection. Those switches usually have two main types of connections:
agent audio and external audio. The agent audio connections are usually simple T1/E1/ISDN
etc. telephony spans which are connected directly to an existing PBX (although other
connection types that do not require a PBX are available such as Analogue or VoIP
connections). When an agent first logs in for the day, the dialer will place a call from the
switch directly to the phone on the agent's desk. This open phone call between the agent and
the dialer switch is then kept open for the duration of the session. The second type of
connection is the external audio connection which is the connection that will be used to make
outbound phone calls. These connections are typically ISDN/T1/E1 connections direct to the
PSTN. When an outbound call is made and answered, the call is immediately joined to an
already open agent audio connection of the agent selected to take the call.

Pros:

 Fewer telephony connections required (In hard dialers external audio connections can
go directly to the PSTN)
 Dialer typically will not need upgrading in line with PBX/CTI etc.; since standard
telephony connections are the only link between the PBX and the dialer, the dialer is
less affected by software changes/versions
 Superior answering machine and call progress detection capability
 Remote agent capabilities - hard dialers can connect to any phone, anywhere on the
PSTN. (Highly suitable for home working or remote sites)
 Independent of special CTI communication and proprietary PBX protocols
 Independent of PBX (Can work with a PBX or without benefit of any PBX or ACD)
 Higher capacity for handling calls (up to about 100,000 calls per hour)
 Faster call switching, as both ends of the call are already in place.

Cons:

 More expensive than a soft dialer when the enterprise already has a PBX with spare
capacity for processing calls.
 Increased cost of ownership as expensive to upgrade and maintain.

[edit] Smart predictive dialers

Smart predictive dialers combine auto dialing with voice messaging and phone agents who
are prepared to handle calls initiated by the dialer. Answering machines, busy signals, and
unanswered calls are processed in a manner similar to that of a normal predictive dialing
system. However, when a 'live' answer is detected, the dialer plays an introductory recorded
message, giving the call recipient the option to talk with an agent to complete the transaction.
This message is a consistent greeting that identifies the caller, the nature of the call, and the
option to speak with an agent. This process requires a more sophisticated predictive algorithm
to ensure that a phone agent is available when the call recipient asks to speak with an agent.

Pros:

 Call lists are pre-qualified without the need for an agent

 Call lists are processed much more quickly and efficiently
 Fewer agents are required to handle far more calls
  Agents are only speaking with interested callers
 Call list processing is far less expensive

Cons:

 Overall list performance may be less due to call recipient resistance to recorded
messages
 Certain U.S. states do not allow recorded messaging (unless prior business
relationship has been established). This may limit the use of this technique to only
certain types of business or consumer campaigns in certain geographical areas.
 Illegal in the UK and Australia unless you have received prior permission from the
people you are calling

[edit] Hosted predictive dialers

Hosted predictive dialers (aka Virtual Predictive Dialers, Web-Enabled Predictive Dialers,
VoIP Predictive Dialers) use the Software as a Service (SaaS) model to provide organizations
and individuals with a predictive dialer capability. Typically, the only requirement for a firm
to use a hosted predictive dialer system is a computer with an Internet connection and a
telephone line for each agent.

Pros:

 No required investments in computer or telephone hardware

 No required investments in software or licenses
 Administration and support are handled by the service provider
 Links into the system are remote, enabling agents and supervisors to connect from any
location
 Software updates and upgrades included.

Cons:

 Service is dependent on an internet connection; when the internet goes down, so does
the service
 Providers using VoIP as their primary delivery method experience limited reliability
and performance
 Often far more limited in capability than an "On Site" product.

[edit] Hybrid predictive dialers

Hybrid predictive dialers are basically soft dialers that rely on a hosted VOIP service for
calls. Unlike soft dialers, a hybrid dialer does not connect to an existing PBX system. Instead,
it connects to a VOIP service provider through internet connections.

Pros:

 All advantages offered by soft dialers

 All advantages offered by hosted dialers

Cons:
  Lower call-processing capacity
 Service is dependent on an internet connection; when the internet goes down, so does
the service

[edit] See also

 Telemarketing
 Do Not Call Registry
 Dialer
 Computer telephony integration
 Direct marketing
 Robocall
 Wardialer

Predictive Dialers

This section of our technical library presents information and documentation relating to
Predictive Dialers and Auto Dialer software and products. The PACER and Wizard phone
systems are PC based call center phone systems that are recognized as premier inbound and
outbound computer telephony systems. Features such as automatic call distribution (ACD),
interactive voice response (IVR) and call recording have added a new dimension to the
predictive dialer and auto dialer capabilities of these systems. These computer based dialing
systems can perform various types of auto dialing campaigns simultaneously. These types
include Predictive Dialing, Progressive Dialing, Preview Dialing and Dial on Demand.
 The Predictive Dialer Takes On New Customer Service Role

BY TOM JACOBSON

The predictive dialer is the foundation of the modern teleservices call center. By allowing call
centers to automatically dial extensive call lists and transfer answered calls to live agents,
predictive dialing has become the technology of choice for telemarketing and fundraising
campaigns. Today, however, the predictive dialer is expanding its role. It is becoming a
significant part of a comprehensive call management system, emerging as a sophisticated
customer service and retention tool. For a growing number of organizations, the predictive
dialer has become an integral component of their customer service strategy.

Customer service is attracting new attention and resources as organizations begin to

understand its immense impact on the bottom line. The financial implications of effective
customer service are daunting. A recent study by the U.K.-based Henley Centre estimates the
"typical" customer-facing business with annual revenues of approximately $850 million loses
about $450 million in profits over a five-year period due to poor customer service. Advanced
call management systems, incorporating powerful CTI capabilities, are giving the dialer new
life as a customer service tool. State-of-the-art systems provide capabilities - such as access
to critical customer data, skills-based routing, and call blending - that enhance the predictive
dialer's value as a customer service vehicle.

THE KEY TO KEEPING CUSTOMERS

Amidst growing competition and pressure to cut operational expenses, enterprises are
embracing the axiom that it's far less expensive to keep a customer than to get a new one.
Customer care plays a critical role in this mission. In an age characterized by the decline of
face-to-face business transactions, organizations searching for new ways to "connect" with
customers are using call centers to build and strengthen customer relationships.

Historically, organizations did not make outbound customer care calls. Managers of
outbound, transaction-oriented call centers were reluctant to yield revenue-generating
capacity to a function labeled as "overhead." Not so today, as organizations begin to
recognize customer care calls as a wise investment.

Customer care or courtesy calls provide a point of customer contact, and are designed to
gauge customer satisfaction, to offer a forum for feedback, and to communicate valuable
information on issues important to customers (e.g., changes in service). When coupled with
cross-selling and up-selling initiatives, the calls also can be a pipeline to future sales.

MAKING IT WORK

Advanced call processing, utilizing CTI technology, is the foundation for a successful, cost-
effective outbound customer care strategy. Technology alone, however, will not guarantee
success. Call center managers must ensure that the entire contact center environment -
encompassing people, processes, and technology - is prepared to implement the customer
care initiative.
Technology Considerations

The technology needed to implement outbound customer service calls is not extensive. The
primary components include: 1) high-speed telephone switches that route calls to and from
agents; 2) the server or CPU (central processing unit) where programs are executed, the
dialing system software is run, and data is transformed; 3) monitoring, reporting, and
workforce management systems utilized by call-center management to gauge performance;
and 4) data networks that provide relevant information to agents.

The basics of predictive dialing should not be overlooked when selecting a system. The
pacing algorithm, which controls the dialing rate, is the foundation of any outbound call
management system. The most sophisticated algorithms allow centers to maximize outbound
agent talk time while providing greater control over the rate of abandoned or nuisance calls,
so that agents talk to customers instead of annoying them. (Nuisance calls are defined as
completed calls for which there is no agent available, resulting in hang-ups or delayed
responses when a consumer answers.) Other basic features that enhance agent productivity
and improve call quality include high-speed voice detection, and precision answering
machine detection.

The call management system's ability to access vital customer data is critical to a successful
customer care call. The inability to retrieve customer records can be a source of great
frustration for the customer and the agent, turning a positive experience into a negative one.
Therefore, easy access and feature-rich strategy tables should be the cornerstone of the record
management portion of this component. The system should be able to access external
databases to perform customer look-ups for both inbound and outbound calls. It should also
be able to identify the callers before they reach the agent, either through Automatic Number
Identification (ANI) or Dialed Number Information Service (DNIS).

In terms of database capabilities, companies should look for database support that includes:
real-time updates; capability for multiple users; the ability to do mission-critical look-ups for
agents; and support for record-query searches and updates.

Sophisticated call transfer capabilities are also essential. The agent may not have the
information needed to answer the customer's questions, and the ability to seamlessly transfer
the customer to the appropriate party within the enterprise can make or break a contact.
Along the same lines, call-routing capabilities also enhance the customer care experience by
streamlining call disposition to an agent equipped to respond to a customer's needs.

If a traditionally inbound customer service center wishes to add outbound customer care
capabilities, call-blending technology may be necessary. Blending allows a single call center
operation to manage both inbound and outbound functions. When intelligently implemented,
sophisticated blending technology can dramatically increase center efficiency by transferring
agents between inbound/outbound functions or campaigns as call volume dictates. Call
blending requires a sophisticated organizational environment, as the dynamics of the process
can create substantial technological and human resource challenges. An enterprise-wide
commitment to careful planning, thorough training, and effective management practices is
critical to the successful implementation of call blending technology.

Process Considerations
Utilizing predictive dialing to make customer care calls introduces a new dynamic into the
call center. As such, the call center must evaluate its processes with regard to this function.
Considerations should include:

Defining objectives: Call center management must develop a set of objectives for the
outbound customer service initiative. These objectives then must be communicated to call
center management, employees, and all departments that interact with the center.
Management must also explore how the center will prioritize and balance the outbound
customer service initiative against its primary role (telemarketing, help desk, etc.).

Identifying measures for success: Measurement tools, critical in any call center, are especially
important in the customer service realm, since this function has traditionally been seen as an
operating expense. To defend the use of a predictive dialer in a customer service application,
call center managers must be prepared to measure the success of the initiative. One option is
to evaluate changes in customer retention. Another is to measure the results of cross-selling
opportunities presented during customer care calls.

Defining agent profiles: To ensure successful implementation of outbound customer service

functions, call center managers must first define the role of the agents in this initiative. How
will the call center be organized? Will all agents make outbound customer service calls, or
will a special team be designated?

Building inter-department cooperation: The call center does not operate in a vacuum, and the
decision to launch an outbound initiative will impact many departments within the enterprise.
Call center management must work with other department heads to address critical issues,
such as ensuring and limiting agent access to customer data and establishing escalation
systems so customer requests can be dispatched efficiently.

HUMAN RESOURCE CONSIDERATIONS

Selection and management of agents participating in the outbound customer care initiative
should be approached with the same care one would use in creating a new department. This
environment requires agents who possess both selling skills and empathetic/problem-solving
abilities. Other human resource issues include the development of compensation plans,
training programs, performance criteria, and career paths for agents involved in the customer
care initiative.

Historically, the power of predictive dialing technology has been applied to mission-critical,
revenue-generating initiatives, such as telemarketing, fundraising, and collections. Today,
competition continues to increase, and organizations are spending more and more to keep
customers. The predictive dialer is at the forefront of this initiative. Its proven technology is
helping more businesses than ever fulfill their mission and provide improved service to their
customers.

Tom Jacobson is senior consultant of EIS International�s Call Center Consulting Group.
EIS, located in Herndon, Virginia, is a leading provider of call center technology. For more
information, please contact the company at 800-274-5676, or visit their Web site at
www.sersolutions.com.
 Predictive Dialer from $9,995

Predictive Dialer System

DSC offers an affordable entry level predictive dialer phone system that utilizes
analog phone lines. This 4 line predictive dialing system includes our WIZARD
dialer and softphone or comes optionally with our comprehensive software
development toolkit. Predictive dialing campaigns can be developed using our
WIZARD software setup utility or we can provide you with a custom predictive
dialer campaign. These applications can be easily ported to our digital T1 phone
system (PACER) when your call volume requires a larger system.

Calling campaigns can be quickly developed that call numbers from a phone list and
when contact is made with an individual, the call can be routed to your online agent
or to a work from home employee. If an answering machine is detected, a different
message could be left on the machine.

This entry level predictive dialer can be easily expanded by adding additional agent
lines and software to support a small call center operation including complete CRM
applications. DSC provides voice broadcast software including our VB wizard
development tool for creating voice broadcasting applications. This wizard guides
you through each step when defining your V

Predictive Dialers
Improve Call Center Agent Productivity

Predictive Dialer Phone Systems

For several decades, Database Systems Corp. (DSC) has been a leading provider of
automated contact center phone systems. DSC also provides phone services as well as
predictive dialer systems and software.

Our PACER and WIZARD predictive dialer systems are state-of-the-art phone systems that
can also process inbound and outbound phone campaigns at virtually any type of call center.
Our PACER predictive dialer supports digital T1 phone lines while the WIZARD phone
system is our entry level analog predictive dialer.

What Is A Predictive Dialer?

A predictive dialer is defined as the following:

 A predictive dialer is a computerized phone calling system that automatically dials
telephone numbers from a controlled list for the express purpose of connecting the
"live answers" to agents assigned to sales or other campaigns. Predictive dialers and
predictive dialing campaigns are widely used in customer contact centers.

A predictive dialer has been proven to dramatically increase the amount of time a
call center agent spends "talking" on the phone rather than waiting: a 2002 survey
indicated an increase in talk time from twenty minutes an hour to almost fifty. The
system is most suitable for low quality lists (ones that have suspect phone numbers or
low probability of successful call completion) and large numbers of agents; a high
contact rate can actually overwhelm the predictive dialing call center.
One of the unique features and advantages of the DSC predictive dialer phone systems is the
fact that they can deliver calls to your service representatives who are working from home or
in multiple remote offices.

Contact DSC to learn more about our predictive dialer phone systems.

"Smart" Predictive Dialer

DSC is the leading innovator in "Smart" predictive dialing. DSC coined this phrase and
developed the technology behind this advanced calling technique.

Most predictive dialing phone campaigns experience a low response rate from called
individuals. This is usually because of the low quality of the campaign phone list. Call center
agents talk more on the phone yet experience a high level of frustration because of low
interest levels from the contacted individual.

Our predictive dialer, with outbound IVR features, can help qualify leads by automatically
dialing phone numbers, detecting a "live" answer on the line, and playing a pre-recorded
greeting message. This message can be a consistent, high quality introduction to your
company, products or service.

Predictive Dialer Systems

DSC offers both affordable and expandable predictive dialer systems. These call center phone
systems include a modern Windows PC with Dialogic computer telephony cards. When
combined with our extensive IVR software, these phone systems can perform both inbound
call answering functions as well as many different types of outbound calling campaigns.

The WIZARD phone system is our entry level call center phone system that supports up to 48
analog phone lines. If your predictive dialer calling center requires more lines, our PACER
auto dialing system can be used to deliver outbound phone calls over hundreds of digital
phone lines.

Predictive Dialing Software

Predictive dialing software performs many tasks. Essential to a predictive dialer system is a
list manager that organizes phone lists into demographically related groups and passes these
phone numbers to the actual dialer.
The predictive dialer phone system is managed by proprietary pacing algorithm that uses
many factors in determining how many phone numbers should be dialed to keep a specific
number of agents busy, while avoiding calling too many numbers.

Different Dialing Techniques

The PACER and WIZARD phone systems can perform many types of outbound dialing
campaigns. Each of our phone systems calls numbers from a computer managed phone list.
The DSC dialer delivers messages to individuals or answering machines or can distribute the
calls to live operators. Besides predictive dialing, the following are the different types of auto
dialing techniques available with these phone systems.

 Voice Broadcast- Phone system delivers a pre-recorded message to live answers and
answering machines. If another call status is detected (busy, etc.), our phone systems
can reschedule the call for a later time. Simple messages can be delivered or the call
recipient can be presented with an IVR script that accepts touch phone responses.

The remaining auto dialer techniques are used in conjunction with contact center phone
agents. These agents are either local to the contact center or can be working from home or in
remote locations.

 - Phone agents view call information prior to the call being placed. The
Preview Dialer
agent can decide not to initiate the call.

 - This dialing method passes the call information to the agent at the
Progressive Dialing
same time the number is being dialed by the phone dialer. The agent usually has a few
seconds to view the call information, but cannot stop the call process.

 - Phone system places calls, plays recorded messages and

Smart Predictive Dialers
prompts, and passes the calls to your agents only when the called individual requests a
contact.