:::  PREDICTIVE DIALING, OUTBOUND DIALING, CAMPAIGN MANAGEMENT  :::

This Dialer option provides a complete outbound solution for predictive, progressive and preview dialing plus IVR dialing. The Dialer gives contact center users access to the state-of-the-art predictive dialing technology combined with powerful campaign management tools. This allows contact center managers to maximize the efficiency of their operations by taking advantage of both inbound and outbound calling capabilities.

Global Forte’s dialer provides Productivity under Compliance. Its new pacing technology is based on massive call simulation instead of legacy techniques. This yields higher agent productivity with fewer abandoned calls. It provides the highest level of integration possible between dialer and ACD. With the Dialer's user-friendly Campaign Manager component, contact center managers can set up, monitor and adjust outbound campaigns with unprecedented ease, all in a single, unified platform. Despite its predictive dialing excellence, organizations that prefer the more conservative preview and progressive dialing methods, or who undertake IVR dialing with optional access to live agents, will find that the Dialer's one campaign manager supports all of these methods.

Dialing Engine Benefits Campaign Manager Benefits
  • Virtually unlimited agents per campaign
  • Virtually unlimited simultaneous campaigns
  • Pacing algorithm simulates up to one million calls per second to determine optimum dialing rate
  • IP-based Live Call Detection accurately detects answering machines and aborts those calls
  • Agents may be removed from pool at any time without risk of extra abandoned calls
  • Automatic pacing, at all times, even if agents log in and out of a campaign
  • Works with all campaigns: predictive, progressive, preview and IVR
  • Supports standard databases, including SQL, Access and Oracle
  • Intelligent Call Management tracks call history to optimize future call record selection
  • Time-of-Call enables the dialer to be set for specific time redial
  • Number-of-Attempts specifies maximum redial attempts
  • Secondary Dial allows alternate number to be used if primary is unsuccessful
  • Status-Based Dial provides for efficient list clean-up