Various Types Of Predictive Dialers

A predictive dialer system computerized telephone system for call centers which is designed to connect sales agents to potential customers

. There are various ways to implement the functions of a predictive dialer system. They all perform essentially the same set of services, but the performance and cost savings can vary accordingly. These modern technologies have significantly improved call center agent productivity, efficiency and ROIs. The five fundamental and important types of dialer systems are briefly discussed below:

Hosted Dialer:

The is new product or service of the Internet phenomenon. In this model, a third-party company "hosts" the predictive dialer system for you; you only need a computer, an Internet connection, and a phone line for each agent. The hosted PDS is also known as Web-Enabled, Virtual and VOIP Predictive Dialers.

Soft Dialers:

These are software-only systems which typically cost less to purchase since they do not use telephony hardware (i.e., plug-in boards for computers). Soft dialers most often offer call progress analysis and call classification and integrate to (or may include) interactive voice response (IVR), voice recording, , speech recognition, and text-to-speech applications.

Smart Dialers:

A Smart predictive dialer is a new available option. It integrates voice messaging with call center agent connections. This approach offers additional time savings, consistent greeting identifying the caller and reason for the call, and better ratio of calls made to available agents. In other words, when a call is answered, the system will play an introductory recorded message giving the called party the option to talk with an agent to complete the transaction.

Hard Dialers:

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

Hybrid Dialers:

The difference between "hybrid dialers" and the "hosted dialer" system is everything is provided by the "hosted" service whereas the dialer system resides in and is controlled by your facility. This technology does not connect to a PBX system. it connects to a VOIP service provider via the Internet. The final architecture, the "Hybrid Predictive Dialer System", is usually a soft dialer on a "hosted VOIP provider" for the actual calls.

These are the 5 kinds of the predictive dialer currently available. You can learn more about the advantages and downsides of each kind.

by: Lizaorton

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