Introduction to different types of auto dialers used in call center industry in year 2020
Following are commonly used types of automatic dialing system in the year 2020
Robo dialers used to dial provided contacts list in bulk and on the answer it can play pre-recorded voice recordings or play outbound IVR also it can ask the recipient to press a DTMF key to take appropriate action like forwarding call to an agent, this particular campaign type is called press 1 campaign (https://www.ictbroadcast.com/press-1-campaign-for-interactive-voice-broa...)
Incall center/contact centers, there can be hundreds of agents, therefore, autodialer need to utilize their efficiency fully, Predictive dialer (http://www.ictbroadcast.com) predict numbers of calls to be generated by automatic dialing system in accordance to available agents, It mains ratio and there is the algorithm at the back end that calculated and predict that how many calls need to be generated in order to maximum engage agents and utilize their full efficiency
Power dialer (http://www.ictbroadcast.com) is usually connected with a CRM and dialer places calls sequentially and when call answered, the dialer connect said call to the agent, the agent communicates with the call recipient and take notes and update CRM accordingly, in case no answer, busy calls or no reply calls, power dialer moves to next call automatically also it record all call dispositions accordingly.
Progressive dialer (http://www.ictcontact.com) is usually connected with a CRM and dialer places calls sequentially and connect each call to the agent, the agent communicates with the call recipient and take notes and update CRM accordingly, in case no answer, busy calls, or no reply calls, agent record all call dispositions also reschedule the said lead/contact accordingly
Preview dialer (http://www.ictcontact.com) is usually connected with a CRM and dialer all lead/contact information before agent before start dialing, an agent can preview the contact information and note important points required for communications and initiate or reject the call accordingly. In answer, the agent communicates with the call recipient and takes notes, and updates CRM accordingly, in case no answer, busy calls or no reply calls, the agent record all call dispositions (https://www.ictbroadcast.com/press-1-campaign-for-interactive-voice-broa...) also reschedule the said lead/contact accordingly.
IVR Dialer is the inbound communications based dialer, Customers / Leads dials published DID numbers and custom IVR play or these calls directly transferred to agents for further communications or first IVR played and they are asked to press desired DTMF for particular action like by pressing key 9, the call will be forwarded to available agents, IVR message can be a simple recorded voice message or it can be multi-level voice messages used to conducts surveys, call transfers, order booking, service registration, appointments or other operations
Dynamic Dialer utilize REST API to dynamically call a particular contact / leads directly from any CRM, Rest API's automate business process and it integrates any third party application / CRM with auto dialer software seamlessly using REST API's and whenever a user/agents require to place a call, he calls REST API to call said contact from autodialer, a said call initiated and connected to an agent for further communication. We can also it API dialer