Predictive dialing is cornerstone technology for call centers that run high outbound call volumes. Without predictive dialing software, the process of looking up phone numbers and dialing must be performed manually by call center agents.
Predictive dialing automates the process of looking up numbers and making calls, which enables call centers to make calls four times faster, according to some predictive dialing service providers.
But what’s the technology that predictive dialing is built on, and how could it be better?
Programmatic call control makes predictive dialing apps possible.
Developers working on predictive dialing software know that the app must be able to detect changes in the call state in order to properly look up and dial the next number in the database without interfering with calls in progress. Without this functionality, a predictive dialing app is essentially an electronic Rolodex.
So, to deliver true predictive dialing, developers employ programmatic call control. Call control enables applications to detect when calls are initiated, ended, and transferred and perform specified actions based on the call state. Additionally, programmatic call control can communicate the state of the call to other modules of the app, like the user interface.
Call control built into a predictive dialing app enables the software to automate most of the calling process and provide a more responsive user interface via call status indicators. This is how predictive dialing services streamline call center workflows and improve call volumes.
In addition to the core functionalities of predictive dialing software, call control enables apps to provide more functionalities than just autodialing to create comprehensive solutions. Call control enables apps to trigger call recording, track call data, and transfer calls.
Call control is easiest to implement with an API supplied by the telecom carrier. A carrier-supplied API delivers plug-and-play call control functionality, and relieves predictive dialing app developers of any responsibility for building or maintaining the call control architecture.
Here’s how predictive dialers with fine call control can offer integrated features:
PhoneBurner uses no-pause dialing and to automate the process of leaving voicemails or triggering form emails to unanswered calls.
ChaseCorp’s analytics feature tracks call duration, how long call center agents pause between calls, and how many contacts are made each day so call center managers can evaluate the efficiency of their operations.
This is how a call flow might look using a predictive dialer with call control:
- Call center agent initiates first call.
- The call goes to voicemail.
- Call control detects the voicemail connection, and automatically plays a recorded voicemail message.
- At the same time, the app transfers the call center agent to a second line and autodials the next number in the contact database.
- When the voicemail message is finished playing, the app uses call control to automatically end the call while the call center agent tends to the next call.
Telnyx provides phone numbers, voice, and messaging over a private fiber optic backbone, and enables developers to control these functions within their own applications with a robust and resilient API. Contact our customer success team to learn more.
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