Outbound Dialing
Preview dialing – Allows agents to review customer information and contact history before initiating the dial.
Progressive dialing – Agent receives customer data (screen pops) simultaneously while the customer is being dialed eliminating the need for the agent to initiate the dial.
Predictive dialing – Algorithm that dials contact in advance while predicting when agents will be available. Screens out unproductive calls such as busy signals, answering machines, and no answers to maximize contact time with targeted customers. More contacts mean more sales per hour and an increase in revenue.
Precision dialing – Modified form of Predictive, dial when ensured that agent will be idle to take the call. Enables contact centers to select the appropriate dialing method per campaign.
Skills-based routing (SBR), or Skills-based call routing, is a call-assignment strategy used in call centres to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. It is an enhancement to the Automatic Call Distributor (ACD) systems found in most call centres. The need for skills-based routing has arisen, as call centres have become larger and dealt with a wider variety of call types.
Computer telephony integration, also called computer–telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated. The term is predominantly used to describe desktop-based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic call routing.
Common desktop functions provided by CTI applications
Screen popping - Call information display (caller's number (ANI), number dialed (DNIS), and Screen pop on answer, with or without using calling line data. Generally this is used to search a business application for the caller's details.
Dialing - Automatic dialing and computer-controlled dialing (power dial,
Progressive dialing – Agent receives customer data (screen pops) simultaneously while the customer is being dialed eliminating the need for the agent to initiate the dial.
Predictive dialing – Algorithm that dials contact in advance while predicting when agents will be available. Screens out unproductive calls such as busy signals, answering machines, and no answers to maximize contact time with targeted customers. More contacts mean more sales per hour and an increase in revenue.
Precision dialing – Modified form of Predictive, dial when ensured that agent will be idle to take the call. Enables contact centers to select the appropriate dialing method per campaign.
Skills-based routing (SBR), or Skills-based call routing, is a call-assignment strategy used in call centres to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. It is an enhancement to the Automatic Call Distributor (ACD) systems found in most call centres. The need for skills-based routing has arisen, as call centres have become larger and dealt with a wider variety of call types.
Computer telephony integration, also called computer–telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated. The term is predominantly used to describe desktop-based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic call routing.
Common desktop functions provided by CTI applications
Screen popping - Call information display (caller's number (ANI), number dialed (DNIS), and Screen pop on answer, with or without using calling line data. Generally this is used to search a business application for the caller's details.
Dialing - Automatic dialing and computer-controlled dialing (power dial,