Predictive Dialer

Predictive Dialer

A Predictive Dialer automates outbound calling procedure while managing multiple campaigns and leads. With a predictive dialer, the productivity of any contact center can be increased by more than 300% over manual dialing.

It is very tedious to manually call up hundreds of prospects and track information pertaining to every customer. The job becomes more complicated when more than 60% of the calls are responded to by an answering machine, or with a busy signal. And we are not counting wrong numbers, dialing and response time, number of redials in this figure. With talk time of 10-15 minutes per hours, your business is taking a hit because of low prospect-to-customer conversion ratios. Your supervisor may never know whether an agent is actually talking with a customer, or his new-found girlfriend on the net. Moreover, you may also anger certain folks who have subscribed to Do-Not-Call (DNC) lists, or those who do not wish to be called at certain times of the day. Last but not the least, there are no metrics to improve processes or manage multiple campaigns and the management does not have meaningful data in the form of structured reports or voice records for quality and policy compliance.
Our Predictive Dialer solution is an integral component of the software that takes care of all these and a host of other productivity deterrents. It is a complete outbound solution that can be deployed as a stand-alone product, or as a part of the software. Its comprehensive capabilities including voice recording, quality monitoring, reporting, CRM, and multiple campaign and lead management are designed to increase your contact center productivity by automating the outbound dialing processes. With automation of most time consuming manual dialing functions usually handled by agents and supervisors, our dialer increases your talking time significantly and gives you much more control over your operations.
Our Predictive Dialer’s best-of-breed technology ensures lowest dropped or abandoned calls, eliminates unproductive calls (Answering Machine Detection, busy signals, SIT tones) and manages leads and campaigns intelligently. Its revolutionary predictive dialing algorithm is based on machine learning. It learns via more than 40 parameters (connectivity ratio, lead quality, agent’s performance) at run-time, by constantly monitoring them, and intelligently decides on number of calls to be initiated at any given time. It impacts the connect ratio significantly, scoring around double the number of contacts in comparison to other standard predictive dialing solutions. With advanced scripting, you can provide your agents with the latest and customized data for optimum customer experience.
The dialer successfully meets the requirements of any kind of outbound campaign (telemarketing and sales, collections) to be run at optimum levels with low Total Cost of Ownership (TCO), ease-of-use, and deployment flexibility. Its hybrid capability to work seamlessly with VoIP, as well as TDM based technology, allows it to function with any type of underlying network infrastructure.
Architected for high extensibility, it allows you to integrate additional features (generic or process specific) for current as well as future requirements. Moreover, it works seamlessly with any third-party components (CRM, telephony equipment, third-party software). It can be deployed across multiple locations or sites, and can be scaled up effortlessly to incorporate any process requirement.

High availability

We will take over in case a primary server breaks down. So if one of your servers goes down, fear not. By facilitating redundancy at multiple levels, the dialer solution eliminates the impact of single point of failure. It also ensures highest up-time in the industry by provisioning of multiple telephony services simultaneously.

Exploit a rich feature set

With the help of comprehensive dialing modes including predictive, preview, progressive, fixed-pace, agent less campaign (IVR), and manual dialing, Predictive dialer is the cutting-edge solution in its class. With high Answering Machine detection and sophisticated call pacing algorithms, you can be assured of the fact that you agents are not idle or unresponsive.

Maximize agent productivity

With flexible real time call pacing options, and features like same agent call back facility, conference support, live agent reassignment, and remote agent support, your agents will be most efficient and productive. Additionally, avail features such as Agent wait time pacing, drop rate pacing, Average hold time pacing and pacing control by group, campaign or list along with others.

Whether it is usability perspective, round-the-clock support, innovative technology or effortless implementation under consideration, we ensure you the best solution for your business. Our world-class product is designed keeping in mind not only your present and future needs, but also your end user’s experience with your organization. Let’s face it – it not only makes you look good, it helps us in living up to our hard-earned reputation for service excellence.

Benefits of Predictive Dialer

Advanced scripting

With powerful script creation and management tools, your agents will have the up-to-date information while servicing prospects and clients. Your supervisors can define the contents of the script window, and allow agents to view the most relevant information.

Supervise and monitor effectively

With total agent monitoring capabilities such as call conferencing, barging, snooping, call logging, churning, on-the-fly report generation, local and remote monitoring, the supervisors have a greater set of capabilities. Now, your administrator can easily manage agent and campaign centric data with a set of user-friendly tools.

Scale up operations effortlessly

Now increase your capacity without investing in propriety hardware. Cosmic Vision's IVR solution does not require heavy investment at the onset or during capacity upgrades when you wish to scale up operations.

Comply with Do-Not-Call Regulations

Cozy Vision's Predictive Dialer rejects "Do Not Call" numbers to comply with regulatory norms and improve agent productivity. With automatic cleansing of call lists, the callers do not waste time calling DNC numbers. Our dialer ensures lowest abandon rates and least hang-ups on successful calls.

Manage multiple campaigns effectively

Monitor and manage multiple campaigns with complete ease and dexterity without dedicating additional resources. Manage agents on different campaigns, and re-allocate them as campaign requirements change. It is integrated with ACP, an innovative interface which allows smooth operations of all technical and administrative tasks like report generation, data & voice back-ups, server maintenance, voice-minutes configuration at the click of a button.

Spend less, gain more

Whether you have VoIP or TDM technology, propriety or standard hardware, our deployment shall be up and running in a matter of hours. Our predictive dialer works seamlessly with any telephony equipment including, but not limited to Cisco, Avaya, Snom, Nortel, Digium, Alcatel-Lucent, Sangoma and AudioCodes. It can be integrated effortlessly with multiple third party databases, CRMs, Gateways, IP Phones and Network infrastructure. We can integrate our solution with legacy hardware, as well as latest technology, thereby saving you frivolous investments in new infrastructure.

Manage voice recording with ease

Store your voice logs in any format. Search through voice records based on parameters such as agent, time-line, disposition, etc, and use multimedia features (replay, rewind, forward)

Improve productivity with comprehensive reports

Analyze productivity and performance via GUI, web-based, real-time reports. You can also export the reports in CSV format for easy readability.

Use advanced E-mail and Fax capabilities

Let your agents be more productive by providing them ability to SMS, E-mail, Fax, or chat with clients using a simple interface. E-mail reports, documents or lists automatically on specific interrupts to supervisors or administrators. Be in touch with your customers and send them reports and updates using a simple interface.