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Contact center agents making outbound calls spend a lot of time dialing phone numbers and talking to customers. They also spend a lot of time listening to answering machines messages, fax tones, busy tones or encountering disconnected numbers. To avoid this and make the call center as productive as possible, more and more contact centers are turning to hosted predictive dialers.

Hosted predictive dialers can automatically filter unproductive busy signals, answering machines, fax tones, disconnected numbers and no answer phone calls to provide an efficient solution for contact centers and their agents. They are also more flexible than the traditional auto dialer, which usually dials a number and sends it to the proxy, but does not call for a filter, which can lead to an unnecessary waste of time.

By determining the number of product lines and the average talk time, predictive dialers can adjust the call flow to provide a high level of efficiency.

Hosted predictive dialers call the desktop computer connected to a network server, which includes a list of phone numbers. A SIP dialer application is installed on all desktop systems, which forecasts calls and available agents. The application automatically predicts and filters factors such as answering machines or busy signals and transfers a live call to an available agent. As the agent receives a call, the SIP application will display customer information, delivering an efficient and productive system for customer interaction.

Advancements in technology allow hosted predictive dialers to offers benefits such as cost efficiency, faster deployment, simplified integration, increased flexibility and scale, global control and a focus on security.

There are many providers of cloud-based contact center solutions such as the predictive dialer. LiveVox (News - Alert), for example, delivers all outbound dialing modes without the limitations of hardware licenses and telephony infrastructure. Users can develop predictive, preview or manual dialing campaigns on=demand to suit a variety of portfolios.

Its predictive dialer is integrated with other products such as its ACD, IVR, call recording and business analytics applications and it offers a Web-based management system to improve campaign effectiveness. To learn more, click here.