Predictive Dialer Architectures

Predictive Dialer Architectures

Predictive Dialer Architectures

A predictive dialer is actually a computerized phone system for call centers designed to connect sales agents to potential prospects the predictive dialer software calls automatically.

There are numerous methods to implement the functions of a predictive dialer system. All of them perform essentially the identical set of services, but the efficiency and cost savings can vary significantly. The 5 basic sorts are briefly discussed below:

Soft Dialers:

"Soft Dialers" are software-only techniques which usually cost much less to buy since they don't use telephony hardware (i.e., plug-in boards for computers). Soft dialers typically supply call progress analysis and call classification and integrate to (or may include) voice recording, interactive voice response (IVR), speech recognition, and text-to-speech applications.

Hard Dialers:

"Hard dialers" use telephony hardware boards for call progress evaluation and detecting answering machines. Most often, agent audio is connected directly to a PBX by way of T1, E1, or ISDN signaling. Hard dialers usually require fewer telephony connections since the hardware can connect directly to the Public Switched Telephone Network (PSTN).

Smart Dialers:

A "Smart predictive dialer" is a comparatively new choice available, and they integrate voice messaging with call center agent connections. In other words, when a call is answered, the smart system will play an introductory recorded message giving the called party the choice to speak with an agent to complete the transaction. This method offers additional time savings, consistent greeting identifying the caller and cause for the call, and higher ratio of calls made to available agents.

Hosted Dialer:

The "Hosted dialer" is another new product of the Internet phenomenon. On this "Software as a Service" (SaaS) model, a third-party firm "hosts" the predictive dialer system for you; you only need a computer, an Internet connection, and a telephone line for each agent. The hosted predictive dialer is also referred to as "Virtual Predictive Dialers", "Web-EnabledPredictive Dialers", and "VOIP Predictive Dialers").

Hybrid Dialers:

The ultimate structure, the "Hybrid Predictive Dialer System", is usually a soft dialer on a "hosted VOIP provider" for the actual calls. This method does not connect to a PBX system; it connects to a VOIP service provider via the Internet. The difference between this and the "hosted dialer" system is everything is offered by the "hosted" service whereas the dialer system resides in and is controlled by your facility.

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