Wednesday, 2 July 2014

Advanced features in Asterisk Predictive Dialer

As a smart power dialing system, predictive dialer essentially is an outbound computer automated call processing system designed to automatically dial batches of preset telephone numbers for assigning connections to the waiting customer service representatives with an ultimate aim of maintaining a good level of manpower utilization and thereby ensuring higher profitability through cost efficiency. These systems are based on certain algorithms taking into account the call duration, waiting time between two calls, efficiency of the agents, their availability to take up a new call and also the provisions contained in the statutes in this behalf in different states (violation of such laws will invite significant penalties and even be criminal in certain jurisdictions). Also, predictive dialer will sense and skip if the answering party is just an answering machine or announce a pre-recorded message; it will also screen and drop busy/ engaged numbers/ blacklisted numbers. Thus, productivity in the initial stages of connections is ensured and the agents will just be on the job; and therefore no idle time. These predictive dialers find wide applications in call centers/ contact centers/ campaigns. They may require other related tools like screen pop (desktop integration), IVR (Interactive Voice Response) applications.

There are numerous companies providing predictive dialer software throughout the world, each of which has its own advantages and disadvantages. In the highly competitive market, Asterisk Predictive Dialer has carved a niche for itself in view of its time tested compact features and facilities to satisfy the communication needs of any business – small or medium or large.

Asterisk Predictive Dialer as built on open standards, it is easy for installation and configuration and seamlessly integrates with existing infrastructure. It contains facilities to record/ monitor and analyze calls through various reports - whether historical or near real time and these will be useful in devising strategies for betterment of the productivity, enhancement of the level of satisfaction of the customers, etc. These reports will include agent-wise/ time-wise/ geographical area-wise calls, their durations, idle times between calls, efficiency of the agents, etc. Real time remote monitoring, without the knowledge of the agents, can also be done.