The Second Generation Predictive Dialer

Clarity is going to introduce the second generation of its Predictive Dialer at the Call Center World, Berlin. According to Clarity, the Predictive Dialer is an all-in-one software package that covers all aspects of an outbound campaign.

The new version, says Clarity, offers a more efficient handling and more options for optimization. All steps from setting up outbound campaigns to evaluating them can be integrated in a web-based user interface.

During the setup of a campaign itself, call centers can select in which time periods calls have to be made and when which agent will be available. As in the first version of the Predictive Dialer, presented in the Cebit 2005, the software dials numbers from a list. As soon as a party answers, it is automatically connected to the next free agent. Based on the average call duration and the average connection time, the dialer calculates in advance when the next agent will be available and offers him the next call right on time. Clarity added a new feature - the “Overdial-Factor“ to the Predictive Dialer that improves the fine tuning of an agent’s workload. Also, answering machines can be recognized and thus ignored automatically in the new version.

During a call, the dialer provides a Question-Answer form where the agent can select answers from a given list or enter text himself. Every call is flagged as open (and put into a follow-up loop) or closed so that a call center can be sure that the contact has been reached and no one is being called twice. All call results are then written into a database. Present agents, open tasks, average reachability, etc are shown in real-time.

According to Clarity, because of the fact that an agent now wouldn’t have to wait for each dial-try, the agent’s efficiency is increased by up to 50 percent. The automatic collection of the results during a call and with it the reduction of the re-work time results in another 50 percent increase in the productivity which sums upto a 100 percent efficiency increase using the Clarity Predictive Dialer compared to conventional dialer systems.

A further advantage of the Predictive Dialer is, according to Clarity, is the wide range of connection options to existing telephony infrastructure. The dialer can be used as add-on to an existing Private Branch Exchange or as part of the Clarity Communication Center, a software based all-in-one telephony solution which also takes over the functions of a Private Branch Exchange. Using the Predictive Dialer together with the Clarity Communication Center, all ACD (Automatic Call Distribution) functions of the Clarity Communication Center can be applied for outbound campaigns.

Clarity in the Call Center World (13th to 16th February): Hall 1, Booth D9a

 

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