Predictive Dialer

What differentiates common auto dialers in the market with world-class predictive dialers is the predictive algorithm that guides the dialing principle. Most of the dialers touted to be predictive are nothing more that an auto dialer with manually managed pacing. The true predictive dialer is adaptive in nature and adapts and controls its behavior based on the past pattern of dialing and agent’s call handling patterns.

C-Zentrix Predictive Dialer truly adaptive in nature and evolves its dialing pattern over a shift based on the quality of lead list, the gateway connectivity pattern, Average Handling Time (AHT) for the agents and the abandon call percentage as prescribed list by the FCC norms. The dialer makes sure that even on worst quality lead list your agents are able to get a decent connect and that the leads are churned as quickly as possible. The C-Zentrix predictive dialer is one of the most adaptive as well as the easiest to use with very simple configuration steps and very intuitive User Interfaces for the administrator.

If a business requirement is to call large number of clients in a limited duration then predictive dialer is the right choice. Predictive dialer capabilities increase agent productivity by 250%, eliminating non-productive calls in order to keep agents engaged in talking. It enables agents to spend more time in talking rather than dialing out numbers, resulting in efficient use of human resources. Agent productivity is enhanced with capabilities to anticipate when to place the next call and how to detect unproductive calls such as busy signals, answering machines, no answers and disconnects. There is no delay time in between the call transfer to live agents.It’s called the Predictive Dialer because it automatically adjusts to calling patterns, the number of agents, and the average call length.

C-Zentrix Predictive Dialer adheres to the FTC norm strictly and manages frequency with which the dialer "abandons" a call. An abandoned call occurs when a live person picks up the phone but there are no available agents to take the call. The dialer manages the pacing to adjust the calling rate to minimize abandoned calls and strictly adhere to the international calling norms.

Key features and Highlights

1. C-Zentrix Predictive Dialer can be integrated with most of the third party CRMs and Lead management Systems for calling
2. Can be seamlessly integrated with Email and SMS Engines
3. Live Montioring and Managing of Campaigns, Agents and Calls remotely over Internet
4. Intuitiveness to detect and mark a lead list as bad or a gateway as unreachable
5. Facility for the agents to move to Preview (Manual Mode) in between Predictive calling
6. Web based Interfaces for configurations
7. Telnet based access for monitoring the call flow
8. Live update on the lead status for each list
9. Facility to set bulk rescheduling and re-churning of the leads
10. Facility to set call backs from the agent interface
11. Facility to set Strict Mode for a call back so that the same agent receives the call the next time when the lead is called back
12. Rule based dialing on business logic set by the customer which also includes Time Zone based dialing for international calling
13. Facility to use Predictive Dialer as Robo Caller without Agents integrated with third partty TTS applications