From the category archives:

predictive dialer

Smart usage of predictive dialer in call center

by Uttam Pegu on November 22, 2009

The biggest reason why people hate IVR is for the following scenario :-
User calls to IVR number and he gets to hear an welcome message and asked few options. After that the user is put on hold saying ‘All our customer care officers are busy, Your call is important to us, we will transfer the [...]

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Donjin DN300 Digital Voice Board

by Uttam Pegu on October 16, 2009

Donjin DN300 is equivalent of Dialogic D300-JCT board. It has one E1 connection ( RJ48 ) and 30 voice resources. Recently, I had an opportunity to test a DN300 board with our EPABX of Coral make DX2000. We used our Predictive Auto Dialer Application, written for Dialogic Digital CTI boards.
Before going into the test [...]

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Predictive Dialer and outbound IVR

by Uttam Pegu on July 4, 2009

Predictive dialer can be termed as smart auto-dialer. Auto dialer dial out telephone number and handover or transfer the call to human agent in a call center. Once the dialed number answers, the call agent or telemarketer starts speaking as per the outbound call center function.
Now there can be many situations where the process as [...]

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