Preview Dialer

Preview Dialer is an application that enables outbound "preview" or "progressive" dialing through the agent desktop. The source of outbound contacts can be an existing CRM system or other external system, database, or flat file. Preview dialing gives agents the opportunity to review information about the contact and allows agents to choose when to dial the outbound call. Progressive dialing gives the agent a set amount of time to review information about the contact before automatically dialing the outbound call.

Preview Dialer is ideal for bill collection, following up on support tickets, marketing campaigns, and customer satisfaction surveys.

Preview Dialer gives agents the opportunity to review contact information to know whom they are calling and the purpose of the call before dialing the outbound call. During the preview time, agents may also lookup additional information about the contact in external applications using the contact data displayed (e.g. account number). This process can be automated with the optional addition of a screen-pop integration.

An automatic telephone dialing system that dials from a list of numbers. It presents the agent with the information about the prospect or customer to be called and requires a response either to make the call or not to make the call. It differs from a predictive dialer, which turns all calls over to the next available agent

• Preview Dialer - Phone agents view call information prior to the call being placed. The agent can decide not to initiate the call.
• Progressive Dialing - This dialing method passes the call information to the agent at the same time the number is being dialed by the phone dialer. The agent usually has a few seconds to view the call information, but cannot stop the call process.
• Predictive Dialing - This technique is more sophisticated because the phone dialer automatically calls several numbers and only passes a call to your agent when a person has been contacted. This eliminates busy signals, answering machines, etc.
• Smart Predictive Dialers - Phone system places calls, plays recorded messages and prompts, and passes the calls to your agents only when the called individual requests a contact.