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Predictive dialer system

A predictive dialer is an electronic device that allows for automated outbound dialing to a list of numbers, connecting answered calls with the calling person. The main advantage of predictive dialer over other automated dialers is that it is able to calculate (predict) the probability of a call being answered and according to this value, make the right number of calls to optimize the balance between low agent idle time and low abandonment rate.

Using a predictive dialer system with an aggressive configuration may lead to a very low agent idle time but also cause a high number of answered calls for which there will be no available agent, resulting on a high abandonment rate. Non-aggressive configurations will work in a similar way than power or progressive dialers, producing low to none abandonment rate but higher idle times.



The predictive dialer actions are based on statistical algorithms, the exact formula of which depends on the producer and is usually a company secret. Most of these algorithms take input parameters such as the percentage of answered calls, the current abandonment rate and the average agent idle time.

Using a predictive dialer with an aggressive configuration may lead to a very low agent idle time but also cause a high number of answered calls for which there will be no available agent, resulting on a high abandonment rate. Non-aggressive configurations will work in a similar way than power or progressive dialers, producing low to none abandonment rate but higher idle times.

Presence predictive dialer provides contact centers with the ability to effectively contact their customers and prospects, while maximizing contact center resources. This is achieved by leveraging existing infrastructure to gather data for outbound calling and ensuring that only live contacts are delivered to agents.