Predictive dialer technology has become the backbone of modern call centers. A predictive dialer easily manages the process of dialing tens of thousands of calls and has the ability to detect the results of a call—whether there is no answer, it is a fax line or even a number that is no longer in service.
The most significant benefit of predictive dialer, however, is the ability to predict calls, making an effort to get a live call to the available agent with the shortest amount of wait time. This is achieved by self learning algorithms within the predictive dialer that can automatically increase or decrease the dial ratio per agent who is logged into the system.
Predictive dialer technology is continuing to transition according to the needs of customers and recently a Session Initiation Protocol (News - Alert) (SIP)-based dialer was debuted. Powered by Tpad, a provider of managed SIP services, the benefits of this technology can now be extended to call center processes, similar to that used in predictive dialers, according to Simon Jones, the company’s sales director.
SIP-based predictive dialers can be used with as few or as many as users as necessary, allowing for a much greater range of flexibility for users and ensuring maximum productivity and profitability.
Jones added in a statement, “There is real-time session management in the switching, bandwidth allocation, session management, session prioritization, interoperability to discuss with clients about, apart from cost savings."
Costs can easily be reduced when leveraging this dialer because SIP uses the Internet instead of traditional telephone-based connections; making it much more affordable to use this specific dialer which runs on SIP technology.
In addition, Tpad’s (News - Alert) dialer offers several other capabilities including serving as a management control system, a reports generation system and a call recording system. The SIP-based predictive dialer also has the ability to recall the numbers it has previously dialed, as well as provides all important details such as the time of the call, whether the call was successful, if customers asked to be called back and more.
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Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Jamie Epstein