What is a Predictive Dialer?
A predictive dialer is technology that automates the dialing of outbound phone calls and uses an algorithm to predict outbound agent availability, thus ensuring maximum efficiency. Dialers were originally created to remove the burden from agents of manually dialing phone numbers. Predictive dialers offer this benefit plus the added perk of maximizing connect rates while minimizing agent idle time.
The sophisticated predictive dialer algorithm factors in variables such as connect rates, average talk time, agent breaks, and abandon rates. The dialer constantly monitors these statistics and updates the algorithm throughout the day. This allows the predictive dialer to simultaneously dial multiple calls per agent using the logic that some calls won't be answered and agents will very likely be available to handle the calls that do connect. When someone answers a call, the predictive dialer will transfer it to an available agent. Making simultaneous phone calls is one feature that distinguishes a predictive dialer from a progressive dialer, which doesn't dial the next call until an agent becomes available.
Predictive dialers are made for high volume throughput, so they are often found in telemarketing and collections operations. However, they are also effective for proactive outbound contacts, such as notification of potentially compromised credit cards. Regardless of the use, organizations with predictive dialers need to be aware of and comply with federal and state regulations regarding the use of dialers and look for predictive dialers that provide solutions that help address these compliance requirements.
How NICE can help
NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact center operations. CXone includes:
Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and predictive outbound dialer.
Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.
Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds the resolution of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.
CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.