A predictive dialer is basically a computerized telephone system for call centers designed to connect sales agents to potential prospects the predictive dialer software calls automatically.
There are various methods to implement the features of a predictive dialer system. They all carry out basically the same set of services, but the performance and cost savings can differ significantly. The 5 basic types are briefly discussed below:
Soft Dialers:
“Soft Dialers” are software-only systems which typically cost less to buy since they don't use telephony hardware (i.e., plug-in boards for computers). Soft dialers usually offer call progress analysis and call classification and combine to (or may include) voice recording, interactive voice response (IVR), speech recognition, and text-to-speech applications.
Hard Dialers:
“Hard dialers” use telephony hardware boards for call progress evaluation and detecting answering machines. Most frequently, agent audio is linked directly to a PBX by way of T1, E1, or ISDN signaling. Hard dialers generally require fewer telephony connections for the reason that hardware can connect directly to the Public Switched Telephone Network (PSTN).
Smart Dialers:
A “Smart predictive dialer” is a comparatively new possibility available, and they integrate voice messaging with call center agent connections. In different words, when a call is answered, the smart system will play an introductory recorded message giving the called party the option to speak with an agent to finish the transaction. This strategy offers additional time savings, consistent greeting identifying the caller and motive for the call, and better ratio of calls made to available agents.
Hosted Dialer:
The “Hosted dialer” is another new product of the Internet phenomenon. In this “Software as a Service” (SaaS) model, a third-party company “hosts” the predictive dialer system for you; you only need a pc, an Web connection, and a phone line for every agent. The hosted predictive dialer is also referred to as “Virtual Predictive Dialers”, “Web-Enabled Predictive Dialers”, and “VOIP Predictive Dialers”).
Hybrid Dialers:
The ultimate structure, the “Hybrid Predictive Dialer System”, is normally a soft dialer on a “hosted VOIP supplier” for the actual calls. This method doesn't connect to a PBX system; it connects to a VOIP service provider through the Internet. The difference between this and the “hosted dialer” system is everything is supplied by the “hosted” service whereas the dialer system resides in and is controlled by your facility.
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