Softdial Contact Center includes a number of outbound dialing options, including Sytel’s world-leading predictive dialer, Softdial Plugin, probably the only dialer to work efficiently under compliance and currently driving call centers in over 25 countries around the world.
Predictive dialing is a process where the dialer takes account of all agent and telephony events and launches multiple calls in order to reduce agent wait time, whilst at the same time, matching the target for abandoned calls set by the user.
In Softdial Plugin this process is managed by a highly- specialised engine called Virtual Event Machine VEM®, which runs continuously at up to speeds of tens of millions calls per second.
The diagram below details an overview of the predictive benefit that can arise during a typical telemarketing campaign with around 20 users. Notice how the predictive benefit that can be achieved rises sharply as the live answer rate falls. If a dialer has not been designed to work well under compliance – true of virtually all dialers, it will do little better than dial progressively, well short of what a well-designed dialer can do in these circumstances.
Other dialing options supported are:-