Predictive Dialing

Best-of-breed performance under compliance

At a Glance

Predictive Dialing - Best-of-breed performance under compliance

Highest known performance boost over progressive dialing

Predictive Dialing - Best-of-breed performance under compliance

Instant response to changing conditions

Predictive Dialing - Best-of-breed performance under compliance

Automatic compliance – no supervisor involvement

Predictive Dialing - Best-of-breed performance under compliance

Best possible agent utilisation

Predictive Dialing - Best-of-breed performance under compliance

Automatic handling of non-live calls

Predictive Dialing - Best-of-breed performance under compliance

Precise retry mechanism to maximise success

Proven Excellence In Predictive Dialing

The predictive dialer within Softdial Contact Center™ (SCC) offers world-leading predictive dialing performance, while complying with the UK guidelines/ US regulations for abandoned calls.

The Sytel AI Dialer™ is used around the world in many call center industries, including Market Research, Collections, Sales and Telemarketing.

It is white-labelled by many contact center vendors, confident in the knowledge they are offering their customers a proven premier product which is a global leader from a software house they trust.

The Sytel AI Dialer™ 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.

Predictive Dialing – Staying Profitable and Legal in 2022

The landscape for predictive dialing has changed massively in the last 20 years. There are four elements that are key to a profitable outbound predictive dialing operation in 2022.

Discover more here >>

Immediate pacing response to changing conditions

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 call center 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 50 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

Predictive Dialing - agents go on a break

Figure 1: Number of agents available

Preditive dialing rate responding to changing conditions
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 responses such as out-of-service and many voicemail systems can be easily detected with minimal delay for the call. For other calls, answering machine detection (to try and work out whether the respondent is a person or a machine) can take some seconds.

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 dialing regulations and compliance

Sytel has led the world for many years on compliance with outbound dialing regulations. 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.

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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 dialing rules complied with?

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 predictive dialing rules are being complied with, you will have no way of doing a proper evaluation.

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

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 predictive dialer performance trial. Our simulation and AI-based approach to predictive dialing is unbeatable. We believe this holds true for agent utilisation in a blended inbound/ outbound multi-channel/ multi-session 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 Sytel Ai Dialer™ can also be used in a number of other modes:

Mode

Description

Progressive One number is dialed per free call center 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. View our resource on software support for manual dialing (SSMD) here.

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

Dialing resources

Learn more about predictive dialing …

Predictive Dialing – Staying Profitable and Legal in 2022
Rules and Compliance for Predictive Dialing in the US
Compliance Guidelines for Predictive Dialling in the UK
Optimising Performance with Call Disposition Codes
Optimising Ring No Answer

Explore more of SCC’s capabilities:

Case studies

Kantar (Global) – Fully Managed, Multi-Tenant CCaaS Solution

Kantar (Global) – Fully Managed, Multi-Tenant CCaaS Solution

BVA Group (France) – Ready-Made CATI/ Dialer Integration Drives Expansion

BVA Group (France) – Ready-Made CATI/ Dialer Integration Drives Expansion

GDCC (US) – Cloud Hosted Deployment Driving Multiple CATI Platforms

GDCC (US) – Cloud Hosted Deployment Driving Multiple CATI Platforms

Abt (US) – Cloud-Based Deployment Serving Multiple Sites

Abt (US) – Cloud-Based Deployment Serving Multiple Sites

EMRS (Australia) – Cloud Deployment with CATI Integration

EMRS (Australia) – Cloud Deployment with CATI Integration

IFF Research (UK) – Cloud-based Deployment for Work-at-Home Interviewing

IFF Research (UK) – Cloud-based Deployment for Work-at-Home Interviewing

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC) - multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.

All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

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Customise, Localise, White Label

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‘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 Channels

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

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound 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

Drive operational efficiency, increase customer satisfaction & improve agent performance

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™

Maximum predictive dialing performance, 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™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

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

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

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