Increases
productivity
Reduces Costs
Simple to use
Can be used in any sized call center
Provides huge scalability
Available at highly competitive prices
Works with Asterisk™ PBX
Click one of the links below to see more information
on PredictiveDialer™:
The latest
version of PredictiveDialer™ provides a GPL web based front end which allows
you to sell PredictiveDialer™ predictive dialing to other call centers.
Customers can simply log in to the web system, upload their messages and phone
number lists, and run a predictive dialing campaign.
The website is provided with full source code allowing modification to suit
your needs. Simple settings such as the logo and colour can be easily changed
without making any changes to source code.
Screen
shots of PredictiveDialer™ in action
PredictiveDialer™ Algorithms
The algorithms
in PredictiveDialer™ are the best in the industry, meaning that you have more
staff working, more of the time. By using PredictiveDialer™ your call center
operations will be streamlined.
For example, using manual dialing with a 20% chance of success and an average
call length of 70 seconds, your staff would be on the phone 44% of the time. If
you shifted these staff to using PredictiveDialer™, you could expect between
70% and 80% of your staff on the phone.
For a call center with 20 staff working 8 hours a day, 5 days a week, this
equates to 248 hours per week of extra time talking to customers.
Outbound Calling
PredictiveDialer™ uses the most advanced predictive algorithms in the industry
to make sure that you have as many staff active on the phone at any given time.
PredictiveDialer™ is able to tell the difference between an answer machine, an
IVR and a human, and route only the calls which have live customers to you
staff. This means that instead of having your staff talking to machines, they
are always talking to customers.
With other predictive dialers, you may have noticed that far too many calls are
made.
The result of this is that people will receive phone calls with nobody at the
other end. The algorithms in PredictiveDialer™ prevent this from happening. In
the past this used to be seen as simply a waste of money and a nuisance. This
is now illegal, so using PredictiveDialer™ reduces the risk of litigation.
Message Broadcasting
PredictiveDialer™ can be used in a couple of different scenarios for message broadcasting;
Press 1 Transfers and Simple Broadcasting.
Simple broadcasting allows you to dial a list of numbers, and play a message
once the call is connected. Because PredictiveDialer™ is able to tell the
difference between answer machines and live calls, you can specify different
messages for each audience.
Press 1 transfers are the same as message broadcasting with the option for the
customer to press a key while the message is being played to transfer to a call
center.
Some examples of PredictiveDialer™ Users:
·Credit Card Companies
·Power Companies
·Financial Institutions
·Telephony Providers
·Libraries
·Health Service Providers
·Civil Defence Authorities
·Mortgage Brokers
·Airlines
·Travel Companies
·Insurance Companies
·Political Polling
·Fund-raisers
·Market Research Companies
For
more information, an extended demo or for a free quote, Contact Us
* Please note that using less than 5 agents in predictive mode is not optimal.
Calls per second mode is preferred in these circumstances.
Predictive Mode Dialing
The program uses a system of buffers combines with fuzzy logic to predict how
many call center staff are idle and generate enough calls to keep them busy
without generating more than the required. I.E. if you set the staff number to
100 it will try to make as many calls as possible while staying at less than
100.
The program adjusts itself in realtime to allow for increases/decreases in
rates, call length etc.
It also has means to protect against the usual oscillations that occur in a
predictive system.
In a nutshell, it looks at how the past data has bought us to our current state
and then alters the current speed so that if it was using that speed in the
past, it would have reached a perfect percentage.
Number Scrubbing
PredictiveDialer™ can be used in conjunction with Asterisk 1.6, 1.4 or 1.2 to
make short calls to a list of numbers in order to check if they are valid
numbers or not. This can either be done with ISDN PRI/BRI, Analog Lines or with
VoIP Calls.
This is the simplest usage of PredictiveDialer™ and can even be performed with
the LE version (although with a slightly less optimal approach than in
predictive mode).
External File Importation
In PredictiveDialer™ you can import external lists of numbers to dial in either
a flat text file or an excel file.
Random Number Generation
You can specify the range on each digit of a phone number, for example the
first digit has to be 1, the next has to be between 2 and 7 etc and then tell PredictiveDialer™
how many numbers you would like it to generate in this range. It will then
generate a list of random numbers within this range with no repeats.
Sequential Number Generation
You can specify the range on each digit of a phone number, for example the
first digit has to be 1, the next has to be between 2 and 7 etc and then PredictiveDialer™
can create every single number within these ranges.
Reporting
PredictiveDialer™ can be used with AGI Scripts (provided) to keep a log of
where every call arrived at in the process. For example you can mark calls as
having gone to an agent, being an answer machine etc. PredictiveDialer™ will
then provide "Hangup Stage Reports" which can be exported as WordPad
files for viewing externally.
PredictiveDialer™ can also show you information of how many numbers in each
campaign have been dialed.
Asterisk™ can be used in
conjunction with Asterisk-Stats to provide a web based reporting package to show
you the status of every call.
CRM Integration Capabilities
Because PredictiveDialer™ is used with Asterisk™, it means that it can be easily integrated with a
web based (internet or intranet) CRM package by using the GPL package Flash Operator Panel. Together
with Asterisk™ and the
Flash Operator Panel, PredictiveDialer™ can bring up a record from your crm
just as if the staff member was receiving an incoming call. We can provide
examples of how this works, or can simply set it up for you.
Dynamic Self Adjustments
In PredictiveDialer™, the predictive dialing capability has been made 100%
autonomous since the release of version 3.0.
There are 3 speed adjustment factors with around 30 input variables. Depending
on the percentage success rates of a campaign, PredictiveDialer™ will alter the
running speed so that there are as many calls as possible without making too
many calls.
In the latest versions, we have added a dynamic boost feature which will kick
in if certain trigger conditions are met. Each of the runs will have less
impact on the running speed, but it will adjust the running speed so that it
moves as a direct relationship to the percentage of staff on the phone.
There is also a maximum running speed. If the running speed goes over this
value, then it will find it increasingly difficult to move up when it wants to
and easier to move down when idle or trying to decrease speed. However, if the
running speed is constantly trying to raise itself higher (i.e. the maximum
running speed is too low), then the maximum running speed will be increased by
an amount depending on the area above the maximum running speed but below the
running speed.
The best way to understand this is to watch the system in operation. With the
demo available above, you can perform a simple load simulation, where you can
specify the average length of call and the percentage chance of success for
each call. If you change these values in the middle of a campaign, you will
notice that PredictiveDialer™ responds rapidly to the situation and will alter
its settings.
Technical Details: How it works
A PredictiveDialer™ system is fully
controlled from your web browser meaning that you can use the system from any
device which has a web browser such as Windows, OSX, Linux, BSD, cell phones,
set top boxes etc.
PredictiveDialer™ can be broken down into two main parts.
1. The controller machine: PredictiveDialer™, Apache™, PHP™, JPGraph™
and MySQL™.
PredictiveDialer™ is written in ANSI C and controls all of the dialing process.
Apache is a free web server which is included with most operating systems. The
web server uses PHP to display all of the web pages and JPGraph to do all of
the graphing.
MySQL is used as the back end database and this both stores the data for the
program and acts as the trigger to start and stop campaigns.
The controller machine checks the licence details with our webserver.
2. The Asterisk™ voice nodes
PredictiveDialer™ tells Asterisk to make calls, play messages, check for humans
and answer machines and then receives reporting information back from Asterisk
based on what it finds.
When you want to be able to do a larger quantity of calling, you simply add
extra Asterisk voice nodes.
Both the controller machine and the Asterisk voice nodes can run on Linux,
FreeBSD or OSX.
