Predictive Dialer

This section of our technical library presents information and documentation relating to Predictive Dialers and Auto Dialer software and products. The PACER and Wizard phone systems are PC based call center phone systems that are recognized as premier inbound and outbound computer telephony systems. Features such as automatic call distribution (ACD), interactive voice response (IVR) and call recording have added a new dimension to the predictive dialer and auto dialer capabilities of these systems. These computer based dialing systems can perform various types of auto dialing campaigns simultaneously. These types include Predictive Dialing, Progressive Dialing, Preview Dialing and Dial on Demand.

Types of Predictive Dialers

Predictive diallers all work along similar principles, but the architecture via which dialling is performed can vary greatly between manufacturers. There are two basic types of predictive diallers:

Soft dialers

Software only solution uses ISDN messaging, or a CTI link to provide call progress analysis for calls made. Software only diallers are often cheaper because they do not require expensive telephony components, but the quality of features such as Answering Machine Detection can suffer. Typically a software dialler is connected to an existing PBX system via the PBX CTI link. In many cases a specialised 'call classification' card is placed into the PBX to perform call progress analysis.

Pros

• Cheap, less components in overall solution

• Usually poor AMD and call progress detection.
• PBX requires greater number of telephony links for solution to work.
• When PBX/CTI software gets updated, dialler software typically must be updated also.

Hard dialers

Hardware diallers use dedicated telephony switch to perform call progress analysis and answering machine detection. This switch usually has two main types of connections, agent audio and external audio. The agent audio connections are usually simple T1/E1/ISDN etc. telephony spans which are connected directly to an existing PBX (although other connection types that do not require a PBX are available such as Analogue or VoIP connections).

When an agent first logs in for the day the dialler will place a call from the switch directly to the phone on the agents desk. This open phone call between the agent and the dialler switch is then kept open for the duration of the session. The second type of connection is the external audio connection which is the connections that will be used to make outbound phone calls. These connections are typically ISDN/T1/E1 connections direct to the PSTN. When an outbound call is made and answered, the call is immediately joined to an an already open agent audio connection of the agent selected to take the call.

Pros (For an implementation using an existing PBX)

• Less telephony connections required (in hard diallers external audio connections can go directly to the PSTN, for soft diallers these all must be connected to the PBX).
• Dialler typically will not need upgrading in line with PBX/CTI etc. ; since standard telephony connections are the only link between the PBX and the dialler than the dialler is less affected by software changes/versions.
• Superior answering machine and call progress detection abilities.

• More expensive, more suited for larger (min 20 seats+) call centers.

Auto Dialer Auto Dialer Systems DSC offers an affordable entry level auto dialer phone system that utilizes analog phone lines. This 4 line auto dialing system includes our WIZARD dialer and softphone or comes optionally with our comprehensive software development toolkit. Predictive dialing campaigns can be developed using our WIZARD software setup utility or we can provide you with a custom predictive dialer campaign. These applications can be easily ported to our digital T1 phone system (PACER) when your call volume requires a larger system. Phone dialing campaigns can be quickly developed that call numbers from a phone list and when contact is made with an individual, the call can be routed to your online agent or to a work from home employee. If an answering machine is detected, a different message could be left on the machine. This entry level auto dialer can be easily expanded by adding additional agent lines and software to support a small call center operation including complete CRM applications. DSC provides voice broadcast software including our wizard development tool for creating voice broadcasting applications. This wizard guides you through each step when defining your outbound phone applications. Comprehensive dialing applications can be developed quickly. Simply record your phone prompts and fill in the blanks.