Predictive Dialer System for Outbound and Inbound Call Center

A predictive dialer is a computerized system that automatically dials batches of telephone numbers for connection to agents assigned to sales or other campaigns. Predictive dialers are widely used in call centers.

Hosted Call Center The auto dialer preceded the predictive dialer. While the basic auto dialer simply automatically dials telephone numbers for call center agents who are idle or waiting for a call, the predictive dialer uses a variety of algorithms to predict both the availability of agents and called party answers, adjusting the calling process to the number of agents it predicts will be available when the calls it places are expected to be answered.

An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client. Typical outbound calls include telemarketing, sales or fund-raising calls, as well as calls for contact list updating, surveys or verification services.

An inbound call is one that a customer initiates to a call center or contact center. A help desk handles inbound calls as well, although calls may be made from employees rather than customers. A call center may handle either inbound or outbound calls exclusively or might deal with a combination of the two. Today's inbound call center agents often communicate with customers through email and chat as well as telephone calls.

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