Posts Tagged ‘voip predictive dialer’
There are large numbers of contact centers that are developing day by day. All of them have to deal with the enormous amount of the calls. At the same time they also aim to cut the costs and average call length. No call center is complete without the predictive dialer. There are various types of predictive dialers that may be both hardware based and software based. One such type of predictive dialer is the VoIP predictive dialer that generally uses Voice over Internet Protocol (VoIP) software for its functions. It enables the call centers to make a large number of calls at the low rates and thereby makes it possible to contact a vast number of people. It makes use of the packet switching and not the traditional circuit switching for carrying out its work of making calls. These packet switched IP networks had made it possible to make the long distance calls at the rates of local calls. This has made the cost savings enormous.
The use of predictive dialers especially the VoIP have made it possible to set up the call centers at any location without worrying about the geographic positions. Calls can be made from any place and therefore the work can be done from any place. There is just a single need; the internet should be available because these VoIP predictive dialers cannot work without the internet.
Instead of using dedicated telephony dial ups these VoIP predictive dialers use only off the shelf voice modems. These off the shelf modems are used in the combination with computers. These VoIP predictive dialers are best used to differentiate between the live voice based calls and the calls that have been made through the fax and answering machines. Using this differentiation it can then discard the engaged lines, the automated services calls, the calls that are made through answering machines. It has the Auto dial property and therefore it makes the work of the agent very easy by automatically dialing the number. It makes use of the complex algorithms and heuristics and therefore based on the calls it determine how many of them are going to be answered. Based on these calculations it decides the flow of enormous calls and distribute the work to the agents. Calls are also adjusted on the basis of the availability of the agent.
The efficiency of the Predictive dialers varies upon the fact that whether they are using hard wired logic or the software. If the software is being used then it becomes very easy to upgrade it. A VoIP predictive dialer also eliminates the need of the manual input for the agent. It allows them to handle number of multiple calls at the same time.
Thought the VoIP offers many advantages, but everything has its own drawbacks. It has suffers from the problem of unreliability. These VoIP dialers are totally dependent on the internet connection. In case the power is lost then, they are unable to function and if the size of the call center is very large then in that case there would be a large number of the idle agents. This is in turn would affect the overall cost of the call center.
