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Predictive Dialer, ACD and Now Call Interceptor to Improve Call Center Efficiency

TMCnews Featured Article

February 26, 2013

Predictive Dialer, ACD and Now Call Interceptor to Improve Call Center Efficiency

By Rajani Baburajan, TMCnet Contributor

Robust technologies like a predictive dialer and automatic call distribution (ACD) have dramatically simplified the tasks of call center agents. They help organizations reduce call center costs by eliminating agent idle time and improving efficiency.

A predictive dialer, for example, automatically dials groups of telephone numbers, and then passes live calls to available agents. An ideal predictive dialer utilizes sophisticated algorithms to speed up and slow down the call rate based on a number of factors including the number of available agents, number of available lines, the campaign’s average call time and other statistical information.

Automatic call interceptor is a new entrant in this category of technologies designed to improve agent efficiency in call centers. Like predictive dialer and ACD, call interceptor technology reduces manual call answering and deliver intelligent, time-sensitive answers to callers.

The innovator behind this call interceptor technology is APEX Voice Communications (News - Alert). The solution is designed for telecom network operators and triple play multi-system operators (MSO). It helps operators reach their subscribers with time-sensitive messages in real-time.

The APEX Call Interceptor is based on the APEX Service Delivery Platform (APEX SDP) and its core components the OmniVox3D Application Server and the OmniView Service Creation & OAM&P Environment. 

“The APEX Call Interceptor intercepts subscribers' outgoing calls to play a personalized message before completing the call. Messages, which are played based on pre-defined business rules, may also present various options to the subscriber on how they would like to proceed with the call,” according to company officials.

The best applications of APEX Call Interceptor include collections, promotions, up-selling, and SIP voice mail notifications and announcements. The service can access the Subscriber Server (HSS) and profile data available from other DBMS sources and play subscriber-specific message on every call designated to be intercepted by the HSS.

"By ensuring time-sensitive messages are heard when they need to be heard, and if desired or necessary, forcing some type of action to be taken, the breath of scope that the APEX Call Interceptor can have on an Operator's business is almost unlimited," added Elhum Vahdat (News - Alert), executive vice president at APEX Voice Communications, in a statement.

Edited by Jamie Epstein

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