Predictive Dialer predicts when agents will be available and automatically dials the next contact. This maximizes productivity and minimizes wait time.
What It Does
1Automatic prediction of call completion time
2Parallel dialing of multiple numbers
3Intelligent call distribution to available agents
4Automatic filtering of busy lines and invalid numbers
5Dynamic adjustment of dialing speed
6Integration with AMD (Answering Machine Detection)
A predictive dialer is an automated dialing system that uses algorithms to predict when agents will be available and dials the next contact before that happens. This minimizes idle time and maximizes contact center productivity.
How does predictive dialing work?
The system analyzes average call duration, connect rates, and the number of available agents. Based on this data, it dials more numbers than available agents to ensure there is always a ready call when an agent becomes free.
Is it integrated with CRM?
Yes, our predictive dialer fully integrates with Dynamics 365 and other CRM systems. When connecting with a customer, the agent sees the complete interaction history directly in the interface.
What is AMD (Answering Machine Detection)?
AMD is technology for automatically detecting answering machines and voicemail boxes. When the system detects a machine, it can automatically leave a message or disconnect, saving agent time for live conversations.
How much does productivity increase?
On average, a predictive dialer increases agent talk time by up to 300% compared to manual dialing. This is achieved by eliminating wait time between calls and automatically filtering busy lines and invalid numbers.