The CTI functionality is an important basic function of call center software solutions. Only very few systems are still implemented directly in the telephone system. Most solutions use standard interface like we use TAPI. There are different dialing types in the outbound area:
The agent chooses a number from an address pool and activates the dialing function.
+ time saving compared to manual dialing
- Agent needs time to select the number to be dialed
The agent signalizes his readiness to make a call and the call center solution automatically dials a number. Lines that are not available or busy are transferred to the Follow Up list. If the TAPI driver supports the function, wrong numbers are filtered automatically. The efficiency rises extremely as the whole Follow Up management is automated and the agent only has to react to connected calls.
+ calls that are not connected are automatically processed by the Powerdialer.
+automatic Follow Up management
+ Agent instantly sees in the dialing phase which person is being called currently Enough time to read the record of this person.
+ easy implementation 1st-party-TAPI and 3rd-party-TAPI (Server-based)
+ also possible for individual workplaces
Suitable for B-to-B and smaller amounts of addresses
3rd-party-solution At least the same number of lines is required as the number of agents that are making calls
In contrast to the Powerdialer, the dialing is done via a central CTI server. Depending on the set overdial factor, more free lines are being dialed than free agents are available. Background is the assumption that a part of these dial attempts will fail because of busy lines, non-availability or wrong numbers.
Optionally, a TAPI-based Overdialer is available for the CRM- and call center software AG-VIP SQL.
+ agents have less waiting time for connected calls
+ higher address throughput More dialing attempts
- Agents sees address record only if the call is already connected
- solely server-based solution
- requires more outgoing lines to make overdial technically possible
- dropped and burned calls, which means several dialing attempts are started for a free agent at the same time As soon as the first call is connected, it is given to a free agent by the overdial server. The other calling attempts are dropped. Should there be a second connected call and no agent is free, the server hangs up (burned call).
Suitable for: Bo-to-C bulk business
This is, most of the times, a hardware based dialer solution with complex dialing algorithms which predict the probable outcome of a call and start dialing in anticipation. Due to the high investment cost, this solution is only of interest if you have high address volume.
+ Via audio channel analysis, it is possible to filter out answering- and fax machines.
+ Depending on the intelligence of the device, predictive dialing is possible, which means the predictive dialer knows the expected call duration in this campaign and starts dialing when this point of time is reached.
With the AG-Overdial-Simulator, you can compare the efficiency advantages of dialing with powerdial or overdial with your results. Free download here...