Contact centre technologies – Issue two

Hello, from Aculab call central.

In this post, the second of several, I’ll be taking a further look at the technology used in contact centres. If you’ve got a question, you’re welcome to post it below, in the comments section.

Recap

In the last post, I introduced call progress analysis (CPA) and answering machine detection (AMD). Those functionalities are used to underpin contact centre technologies that are variously described as interactive voice messaging (IVM), ‘outbound IVR’ or predictive dialling.

Companies involved in proactive notification services, sending out alerts and other information, such as political messages during election campaigns, make use of IVM or outbound IVR. In the healthcare sector, broadcast fax is used extensively in the management of appointments to improve things like ‘did not attend’ performance. Companies whose business is debt and subscription collections make extensive use of diallers.

Terminology

It’s worth pointing out that the term ‘predictive dialling’ is synonymous with power dialling, preview dialling, and progressive or agent-less dialling. We’ll just call them diallers for short.

How it’s used

Diallers use CPA as a means of guaranteeing contacts, which they do by screening no-answers, busy signals and disconnects, in order to present only live speakers to contact centre agents. They use AMD to distinguish whether a call is being answered by a human or an answering machine, or if a voicemail greeting is being presented on the line.

An outbound dialler is typically a server that has been preconfigured to make calls automatically, under control of a software application, to a list of customers or prospects.

Why they’re used

A fully integrated dialler is used to increase productivity by anticipating (or predicting – hence the name; clever, huh!) the number of calls that need to be generated to ensure that a live call can always be connected to an agent or account representative.

A model solution

When calling consumers or subscribers at home, it’s not untypical for only one in five calls to be answered by a real person. Diallers solve this problem using mathematical modelling or virtual simulation to determine the appropriate number of calls to make at any given time to maximise agent productivity.

That relieves agents of the dialling function and provides them with a steady flow of live contacts.

Benefits

Dialler technology increases an agent's ability to speak to the right person at the right time and increases the chances of getting a payment, a promise-to-pay or whatever other appropriate result is desired.

Diallers are cool!

Next post coming soon – don’t miss it

Check back next week for more, when I’ll be looking in more detail at what happens during a call. Bye for now!

Joeb Logger Avatar
  - Joeb Logger

Archive

The Aculab blog

Cloud news, views and industry insights from Aculab

  • STIR/SHAKEN and Robocalls

    The STIR/SHAKEN framework has been the talk of the North American telecoms town over the past few years, but what is it, how does it impact your business, and how can you make sure your business’s communications conform to this framework?

    Continue reading

  • STIR / SHAKEN in CPaaS

    Robocalls: Good guy vs Bad guy

    Tired of robocalls? Who isn't. I barely answer my cell phone unless it's from someone I know. With the usage of cell phones in the US rising substantially over the past decade, consumers have seen a sharp rise in the number of spoof and robocalls they receive.

    Continue reading

  • How To: Add voice and video calls to your webpage

    The advent of the internet fundamentally changed how people communicate. We are now able to connect with people across the globe almost instantaneously, not only through voice and text, but also through video communication.

    In this blog post we will be diving into WebRTC, showing how it can help you as a business, and explaining what you can achieve with Aculab Cloud WebRTC.

    Continue reading

  • Reminder: The world is reopening

    Appointment reminders are critical to many industries around the world, now more than ever. From the crucial services to the downright fun, in the new world emerging from lockdown, we all need a little certainty in our lives.

    Continue reading

  • Why a Local Cloud is the right choice for secure cloud communications

    Maybe it’s time to rethink your view of what Cloud architecture means. Cloud use is cost effective, provides huge operational benefits, AND is able to be utilised in a secure way.

    Continue reading