What are Predictive Dialer Systems? Technology

The is often confusion regarding the definitions of predictive dialer software and power  or auto dialing systems.   Power or auto dialing is unlike predictive dialers in the sense that the agents are on the line, listening to the power dialer make the telephone call and the agent is waiting for the recipient to pick up.  A predictive dialer system is a system that dials a telephone number without the agent on the line listening to the system dial the number.  A predictive dialer makes numerous calls simultaneously searching for the call that generates a connected call. Once the call is connected to  a person,  answering machine, auto call attendant, the predictive system knows if the call is picked up by a live person or not. Based on user defined business rules, the system connects the call to an available live agent; or leaves a pre-recorded message on the answering machine or hangs up the call. From this, it is easy to understand how predictive dialing systems are predominantly used by business who require high volume and efficient means of connectingtheir agents to the call recipient.

Predictive Dialer System

When considering deployment options for predictive dialing, there are many to choose.  Companies with have high security issues related to data collected by the staff may want a system to be installed at the company locations. An alternative to onsite installation while maintaining high security is to build out a ‘private cloud’ offering. Private cloud means that the company’s system is built in a separate non-shared  environment at a highly secured datacenter. Most cloud services use shared resource for servers, databases and software operating systems. In a ‘private cloud’, all of your data and software is isolated and not shared with other datacenter tenants. The only infrastructure shared with other tenants is the power, HVAC , firewall and internet bandwidth. A private cloud deployment typically offers the highest security level at an affordable price.

About Gregg Troyanowski

Gregg Troyanowski is president of Promero, Inc.  Founded in 2001, Promero is a leading customer care -call center software expert.  Promero provides valuable insight to customers when selecting a call center technology platform. Promero supports companies of any size or industry and addresses strategic, operational and technological issues always with the focus of providing a solution that is right for the client’s business.  Promero is an authorized managed service hosting provider and reseller of the world’s best in class solutions including Oracle, Aspect, Interactive Intelligence Vocalcom, Five9, CallMiner Speech Analytics, Salesforce, Pipkins, and Riverstar.  Promero’s client list includes companies on Fortune’s Most Admired Companies list.  If your business is considering an application enhancement, replacement or in need of technical support, please contact Promero for a free, no obligation consultation. www.promero.com


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