Predictive Dialing

Best-of-breed performance under compliance

At a Glance

Predictive Dialing
Highest known performance boost over progressive dialing
Predictive Dialing
Instant response to changing conditions
Predictive Dialing
Automatic compliance – no supervisor involvement
Predictive Dialing
Best possible agent utilisation
Predictive Dialing
Automatic handling of non-live calls
Predictive Dialing
Precise retry mechanism to maximise success

Proven Excellence In Predictive Dialing

Sytel’s predictive dialer is used around the world in multiple industries, including Market Research, Collections, Sales and Telemarketing.

Call center vendors white label the Sytel AI Dialer™ and are confident in the knowledge they’re offering their customers a proven premier product which is a global leader from a software house they trust.

Softdial Contact Center™ (SCC) handles non-live calls automatically so that agents don’t have to, maximising agent talk time. Our world-leading algorithm predicts the right dialing rate to keep agents busy at all times.

The predictive dialer within SCC offers the highest known boost to performance over progressive dialing, while complying with the UK/ US rules for abandoned calls.

How predictive dialing works

The Sytel AI Dialer can be configured in a variety of different modes to suit your outbound campaign requirements. Depending on the requirement, these modes of dialing can be easily switched between. There’s nothing difficult about preview and progressive dialing, but predictive dialing is another story!

Immediate pacing response to changing conditions

This is the really difficult bit. The real key to good predictive dialing lies in the quality of the dialing algorithms and excellence in dialer design requires huge effort. Sytel has put many man-years of development into its dialing engine, known as the Virtual Event Machine (VEM)®. It is a specialist simulator engine that was designed specifically for the outbound market.

All the user does is to specify a maximum target for abandoned calls and leave the rest to VEM®. It then achieves, continuously, the maximum dialing efficiency for that rate of abandoned calls. No calls left in hold queues, no other bad habits such as hanging up quickly on unanswered numbers. The supervisor gets on with managing the campaign itself and just ignores the dialer which manages its own pacing, with no outside interference!

VEM® continuously monitors all events that are part of the dialing process. It continuously reruns its calculations to update the dialing rate. Because of the power of VEM®, simulating at up to 40 million calls a second (yes, a second) this happens in milliseconds only.

Figure 1 and Figure 2 show examples of how VEM® responds immediately to changes in campaign conditions

Example of how VEM® responds immediately to changes in campaign conditions - agent availability
Figure 1: Number of agents available
Example of how VEM® responds immediately to changes in campaign conditions - agent availability
Figure 2: The dialing rate responding to changing conditions

Call progress detection

A predictive dialer will try and screen out all calls other than live calls. Sytel provides software and functions to allow this to happen. But despite many industry claims, this is not an exact process. Some calls such as faxes, modems and many voicemail systems can be easily detected with minimal delay for the call. Other calls, especially answering machine detection require some seconds to try and work out whether a call is a person or a machine.

This software is available with the Sytel AI Dialer, and its rated performance is as good as any in the industry. But proceed with caution since the time taken on detection is the time that you are expecting a person to stay on the line, wondering who is trying to call them. If call quality really matters, then this kind of detection may be best turned off.

Outbound compliance

Sytel has led the world for many years on outbound compliance. It has worked with the regulators in many countries to help bring in responsible controls for dialers and even today is the only vendor to actually enforce compliance in its product. This means for example, that if you are dialing under rules set by either the FTC in the USA or Ofcom in the UK, then Sytel enforces compliance and you don’t have to worry about non-compliance.

Take a closer look at Global Compliance here >>

{
Predictive dialing the Sytel way adds 15 extra minutes agent talk time in every hour. Using their AI Dialer has been a turning point for our business.

Measuring predictive vs. progressive

If you are paying good money for a predictive dialer, then remember that what you are really paying for is predictive gain – the extra talk time per hour that predictive can produce over progressive dialing. It is entirely reasonable to ask any vendor to give you a free trial or take you to a site where you can measure this. Any dialer worth its salt can easily switch between progressive and predictive modes so that you can measure the difference. Until you can see this test carried our properly, there is a good chance that you don’t really know what you are buying.

But the catch is that if the design is anything less than excellent, then only a small part of this gain will be achieved, because the dialer will quickly use up its small quota of allowed nuisance calls and then have to revert to dialing progressively.

As well as understanding the ‘predictive gain’, you need to be sure how it was achieved. Were compliance rules followed?

Make sure you know your local rules, or what best practice rules are and then ask some searching questions. Look for clear evidence that rules are actually followed. For example, are abandoned calls measured in the right way? If you are not sure how to check compliance or what your rules are, then always feel free to ask Sytel.

Just remember that unless you can be quite sure that compliance rules are being adhered to, you will have no way of doing a proper evaluation.

The predictive gain of the Sytel AI Dialer
Figure 3: The kind of ‘predictive gain’ that the Sytel Dialer produces on a typical telemarketing campaign with 20 agents

Did you know?

Sytel has never lost a head-to-head dialer performance trial. Our simulation and AI-based approach to dialer is unbeatable. We believe this holds true for agent utilisation in a blended inbound/outbound multimedia/multisession setup as well, but since it is a bit more costly for end-users to run a champion-challenger setup for a multisession ACD, you’ll have to take our word for it …

 

Other dialing modes

The SCC dialer can also be used in a number of other modes:

Mode

Description

Progressive One number is dialed per free call centre agent. As the number is being attempted for a specific agent, the screen pop information can be sent to that agent as soon as the number is being tried.
Preview The agent is ‘screen popped’ details of the next number in the cache. The agent then has the option of continuing to dial the number or skipping to the next number in cache.
Manual SCC can enhance manual dialing by recording calls from launch, preventing the dialing of wrong numbers, and enforcing limits on ring time.

See also …

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

  • Flexible Contact Center Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

  • All Media Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent Routing

    Smart rules and ‘best-available’ decisions to drive great customer service

  • Agent Scripts

    Help agents achieve and maintain excellence

  • Voice and Screen Recording

    See and hear exactly how agents are interacting

  • Analytics and Data Feeds

    Measure and evaluate performance at every level

  • IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • Customer Journey Tracking

    Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

  • Sytel AI Dialer™

    Best-of-breed predictive dialing under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

    Fully customisable performance stats, charts and reports, across all channels

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app