Predictive dialing takes an uploaded list of numbers to be dialed from a data-base and automatically calls them. Unlike an auto-dialer, a predictive dialer can automatically adapt the number of calls placed simultaneously, depending on the ratio of calls that connect and calls that fail to connect. Because of this “smart” technology, predictive dialing enables a list of calls to be dialed more efficiently. Predictive dialers anticipate when the next agent will become available based upon key statistics such as average talk time, wrap up time, number of calls required to contact a live answer, etc. Thus the dialer can be dialing numbers even though all agents are busy on call.
Accessible in-office or at a certain location. Premise-based resources and systems are centralized, as opposed to remote.
Preview dialing enables agents to find contact information in order to prepare for a call before actually placing it.
Progressive dialing is an automatic dialing technique that presents contact information to the call center agent prior to dialing the phone number. This is similar to preview dialing, but the agent is only given a specific amount of time to review contact information before the dialer automatically places the call. Progressive dialing is useful when outbound calls need to be managed by the administrator of the contact center, not by the agent. The agent is still given sufficient time to review information about the individual being called, but generally does not have control over the call itself.
A project is an uploaded list of numbers to be dialed, used to categorize specific call campaigns. Contact center supervisors have control over many features to determine how, when, why, and for what purpose calls within each project are to be dialed.
Redundancy refers to the ability of a system to maintain function and availability during crisis with the use of back-up components that do not become active until such a crisis occurs. A fully redundant system has a 1:1 back-up ratio, meaning that there is one inactive back-up component for every component that is typically active.
Remote, in this instance, refers to agents or equipment that are located off-site rather than at the contact center building or office. Remote-based agents are connected to the on-premise agents and technology infrastructure through the cloud-based contact center solution.
SBC stands for Session Border Controller; a device used in some VoIP networks to exert control over the signaling and media streams.
Scalability refers to the ability of a system to grow and adapt to changes as needed and without limit. Only cloud-based solutions are limitlessly scalable so as to provide extra data storage and system components as needed without the use of a physical infrastructure or hardware.
Skills-based routing refers to a series of algorithms that ensure the options that a customer selects on an IVR menu will route their call to the agent who is most qualified to handle their inquiry or concern.