Outbound and Predictive Dialing

Contact Center as Profit Center

Although we normally think of contact centers as providing inbound customer care, a significant number of outbound contact centers exist today to upsell current customers, solicit new business, or seek donations for charitable organizations.

To make outbound contact centers work efficiently, agents should not waste precious time reviewing call lists on paper or terminal screens, selecting names to call, dialing phone numbers, hearing rings, listening to phone company intercepts, busy signals, and answering machines, and finally making notes about incomplete calls. Today all of these functions are automated with various types of dialing applications:

  • Preview – Agent sees a database record and initiates a call by clicking
  • Progressive – Application initiates a large number of calls, based on simple algorithms about calling patterns and agent availability 
  • Predictive – Application initiates high call volumes based on complex algorithms.  Outbound calls are made automatically and only answered calls are passed to agents.

All of these types of automated dialing provide benefits such as increased agent productivity and greater revenue returns resulting from a higher rate of contacts with qualified prospects.

Dialogic® PowerMedia™ Host Media Processing Software supports features for automated dialing applications, including outbound call progress analysis with positive voice detection and positive answering machine detection algorithms.

Learn More about the Dialogic® PowerMedia™ Host Media Processing Software

Today, when IP contact centers are the norm, Dialogic® PowerMedia™ Host Media Processing Software is the leading choice for building contact center solutions worldwide because of its proven scalability, density, and reliability. Based on the same media and signaling technology perfected by Dialogic in its various TDM-based products, developers have been able to easily transition their contact center, IVR, and voice portal solutions from TDM to IP because of common APIs. In hybrid environments, Dialogic® HMP Interface Boards (DNI Boards) can be used to connect HMP-based solutions to the PSTN, simply removing the boards when an all-IP network is in place.