Single window agent interface with Auto-Dialer Client and Predictive Dialer Client allows agents to focus on talking rather than juggling between windows and dialer screens. Supervisor or administrator can set up the dialing mode depending upon the nature of the campaign and quality of leads.
The Auto Dialer automatically dials the numbers and connects all calls to the agents. Agent can then manually screen all no-answers, busy signals, answering machines and disconnected numbers. The agent has to end the call manually in Auto Dialer mode and finalize the result code before it dials the next number. Auto Dialer mode is best suited for qualified calling campaigns as more control is with the agent. Auto dialer dials automatically to save agent’s time and increase effective talk time. It increases the efficiency at each agent level.
oBelyx Predictive Dialer allows contact centers to comply with regulations while delivering prerecorded messages to a mass audience. Predictive Dialer dials calling lists across multiple campaigns, detects answering machines and busy signals, avoids "do-not-call" numbers and allows called parties to be added to the DNC list, and connects the called number to a live agent when needed. The predictive dialer is an auto dialer with additional capability to connect only 'live' calls. This dialer mode is good for applications where the contact center would like to maintain manual but aggressive control over the calls being dialed. It is best suited for cold calling campaigns and churning thousands of leads in few hours.
The oBelyx predictive dialer has an additional capability to track the status and availability of all the agents in the campaign. Predictive Dialer is used to increase the average talk time for all agents in the campaign and not just one agent as in case of Auto Dialer. In Predictive Dialer mode dialer itself dials ahead of time and make multiple calls making sure each agent is actually talking to some customer at any time. Thus, oBelyx predictive dialer increases the talk time up to 50 minutes compared to 25 minutes of talk time in case of manual dialing.