products
Call Management - Outbound
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 35 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 simulation engine called the 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:-
- Preview: where a customer screen is popped and the agent asks the system to dial when the agent is ready.
- Power: where a customer screen is popped as soon as an agent is available and the number is dialed immediately.
- Progressive: where the dialer dials one number as soon as an agent is free; the agent sees a blank screen until contact is made, at which point the screen is popped.
