ENGAGE VOICE
PREDICTIVE DIALER-
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Maximize agent productivity and minimize worries of idle time, answering machines, and time zone navigation with Engage Voice’s predictive auto dialer algorithm.
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TRUSTED BY THRIVING BUSINESSES EVERYWHERE
Data-driven power dialer that promotes sales-driven success
Engage Voice’s predictive algorithm empowers your business to find a frictionless path to greater sales opportunities, connecting agents to more live prospects and fewer dead-ends. From proactive customer service call centers to sales, telemarketing, market research, and debt collection teams, contact centers that use outbound predictive dialers are seeing a 200% to 400% increase in connection rates from day one.
How it works
Predict the number of
free agents when the
dialer starts
free agents when the
dialer starts
Model probability of calls
connected to a real
person
connected to a real
person
The agent connects and
accomplishes the
business goal
accomplishes the
business goal
Analyze and rebuild the
predictive model in
real-time
predictive model in
real-time
The agent connects
(Again) and accomplishes
the business goal with
virtually zero idle time
(Again) and accomplishes
the business goal with
virtually zero idle time
OUTPUT & OPERATIONAL EFFICIENCY
Empower agents so they get more done
Make stronger connections
with automated dialers and blending in the background leading the way to live prospects and increased productivity
Count on 99.999% uptime
from dependable connections that don’t leave agents or customers hanging
Tailor campaigns to your goals
with rule-setting and data integration capabilities for establishing who you’re calling, when you’re calling, and how often
AGENT EXPERIENCE
Arm agents with the information, tools, and guidance they need to own every moment
Keep agents well-informed
with quick access to customer information and seamless syncing between agent desktop and external applications
Focus on winning customers, not troubleshooting tech
with simplified, intuitive UI
Smooth out the sales process
with guided engagement flows that automatically adapt to each customer interaction
COACHING AND ANALYTICS
Never stop improving the way your business wins–and serves–customers
Boost agent performance
with real-time call center manager or supervisor coaching capabilities from Monitor, Chat Suggestions, and Barge-in
Understand where help is needed
with at-a-glance visibility of live reporting dashboards that analyze agent success
Improve quality assurance
with closed feedback loops from readily available automated call recordings
BUILT FOR TRUST
Create trust and promote positive customer engagements
Mind regulations as you go
with Safe Dial, featuring TCPA compliance-supporting tools, human intervention, and time zone conscious technology
Respect your customers
with seamless DNC list integration that lets customers opt out and helps agents stay aware of their choice
Encourage call-backs
with around-the-clock reachability from real call back numbers, IVR, intelligent blending, and inbound routing
What is a predictive dialer?
A predictive dialer is a type of automated dialer that places phone calls even before the agents become available. It is designed to increase agent efficiency by calling as many leads as possible. This guarantees more productive talk time, ensuring improved productivity for the call center. Take a look at these four factors that drive how predictive dialer solutions work.
- Pacing algorithm - How effective the predictive dialer software can be lies in its capacity to achieve a balance between the number of free agents and the number of outbound calls placed. Think of the pacing algorithm as a mathematical formula that determines the number of calls that should be placed and based on when the agents are available.
- Abandoned call rate - While it’s important for the predictive dialing software to be aggressive in dialing numbers, it should also be precise. If it takes too long before a potential customer is connected to a live agent, he or she might begin to hear busy signals and abandon the call. Call center managers should approach calling campaigns with the goal of minimizing the number of abandoned calls along with cutting back idle time among agents.
- Campaign and call center size - Predictive dialers typically perform better with large campaigns, in which there’s bigger statistical data to learn from and more room for the prediction algorithm to improve.
- Agent awareness - Timing is everything in predictive dialing. That’s why the dialing software needs significant agent data and call details, such as the number of live and idle agents and the average call duration.
A little history: Predictive dialers have been around for 30 years and were used primarily in the banking industry, specifically in debt collection.
What does a predictive dialer mean to a call center?
Simply put, a cloud-based predictive dialer automates the dialing process, using analytics and reports to significantly increase the number of calls and improve outbound call center efficiency. But in order to maximize its usage, your team should exceed the minimum required number of agents or you might encounter prediction failures
A predictive dialer helps accelerate the efforts of every sales rep or sales teams in a call center setting, but it’s even more beneficial to industries and projects that prioritize volume. Examples include debt collection, fundraising, political canvassing, and public awareness.
What is the difference between predictive and progressive dialer?
Predictive and progressive dialers are two of the more popular automatic dialer systems used by organizations. Both have their merits and drawbacks. But which one will work better for your business?
Predictive dialers vs. progressive dialers
Dialing Modes
Outbound Dialing
Call Frequency
Algorithms
Predictive Dialer
Dials numbers even before an agent becomes available
Places multiple calls for each available agent
Uses pacing algorithm to determine availability of agent
Progressive Dialer :
Dials numbers only when an agent becomes available
Places a call for each available agent
Doesn’t use algorithm since dialing is done in real time
Dialing Modes
Predictive Dialer
Outbound Dialing :
Dials numbers only when an agent becomes available
Call Frequency :
Places multiple calls for each available agent
Algorithms :
Uses pacing algorithm to determine availability of agent
Progressive Dialer :
Outbound Dialing :
Dials numbers only when an agent becomes available
Call Frequency :
Places a call for each available agent
Algorithms :
Doesn’t use algorithm since dialing is done in real time
How much is an auto dialer?
Depending on your needs, be prepared to shell out a few hundred dollars for standard, downloadable software that can manage only one outbound call at a time, to thousands of dollars for professional, more advanced software that allows thousands of automated outbound calls per hour. Dialer software providers can charge upfront, per call, monthly, or annually. You’ll be able to save more when you get comprehensive cloud call center software like RingCentral Engage Voice.
What is the best auto dialer software?
The best dialer software is one that empowers your call center agents, boosts your outbound calling strategy, promotes workflow automation, and ultimately helps deliver enhanced customer experiences. RingCentral Engage, for instance, is an omnichannel contact center solution that features dialer systems aimed at championing your agents so they could deliver beyond expectations. Your best option is the one that can give you everything you need now and in the future.
What to get: Depending on your individual marketing needs, your contact center can switch between these two different outbound dialers. But rather than getting them separately, you’re better off getting intelligent call center software like RingCentral Engage Voice, which offers comprehensive contact center solutions. That way, you won’t have to look elsewhere for different dialing modes.
How much is an auto dialer?
You’d think something as beneficial as a predictive dialer could only have a hefty price tag that no one but large outbound call centers can afford. That may be true if you don’t pick the right provider.
Call center dialers are available as both an on-premises and a hosted solution. When you choose to install it on your computers and have it managed by your in-house IT team, an on-premises solution could take up a lot of your resources. After all, you’ll be the one shouldering maintenance and upgrade costs.
A standalone predictive dialer could set you back around $5,000 for a system that can only accommodate a small number of agents. A large call center can make that shoot up a few hundred more dollars. That’s not even including installation and maintenance costs that could take up a significant portion of your budget.
Learn more about call center efficiency: Reach out to a hosted provider like RingCentral and learn how you can economize while boosting call center performance with software that includes multiple dialing modes, such as progressive and preview dialers.
Why get a hosted predictive dialer?
Predictive dialers started as hardware solutions, but for modern, omnichannel contact centers, it’s hard to ignore the benefits offered by hosted dialers. These include reduced upfront capital expenses and IT costs as well as more time spent talking to clients.
Tools for increased productivity: Apart from call routing, call recording, call transfer, and automatic call distribution, the best hosted predictive dialers also come with the following features:
- Voice broadcast - relays important messages to multiple customers simultaneously
- Answering machine detection - allows agents to leave a message and move on to other clients
- Time zone awareness - delays calls until optimum answer times
- Local presence caller ID - improves answer rate
- CRM integration - enables seamless lead generation
Achieve more with a leading cloud-based call center solution from RingCentral!
Recognized as the industry leader
PC Magazine 2022 Editors’ Choice
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