predictive dialers

A predictive dialing system can be connected with an automatic call distributor that handles a call center's inbound calls. The interconnected systems can then more efficiently manage and balance both inbound and outbound calling at the call center to improve customer care productivity.

Most of us have experienced the benefits of automated dialing without thinking about it when we use the "speed-dial" or the "redial" feature on our phones at the office. On a larger scale, the objective of most automated dialing equipment is to relieve the user of tasks that can be handled either unattended or more efficiently by a computer, making the time spent on the phone more productive.

Predictive dialing systems can be used, for example, in a campaign in which CSRs offer rate plan changes or new services based on customer usage patterns.A predictive dialing server can be located in a call center or central office and is connected to a switch. The system automatically dials customer numbers from an established list and routes the calls to CSRs when customers are reached.