Saturday, August 4, 2018

Dialer


The Dialer is an independent, intelligent system that controls the outbound calls, made by a contact centre, using various algorithms. The Dialer works in Predictive, Progressive, Preview mode based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time. The algorithms used by the Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and the idle time of agents. They are configured to allow the Dialer to decide which group to call, which agent to divert a connected call to, etc. These decisions are based on various factors such as the approximate duration of a call, the number of agents available, the number of connections, etc.

For more details about Call Center Software visit:- Teckinfo Solutions Pvt. Ltd.

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