Natural predictive dialing is a technology that was developed to eliminate the problems that are typically associated with
predictive dialing
A predictive dialer dials a list of telephone numbers and connects answered dials to people making calls, often referred to as agents. Predictive dialers use statistical algorithms to minimize the time that agents spend waiting between conversation ...
. These problems include abandoned calls, initial call delays, government regular, and consumer dissatisfaction, among others.
A standard
predictive dialer
A predictive dialer dials a list of telephone numbers and connects answered dials to people making calls, often referred to as agents. Predictive dialers use statistical algorithms to minimize the time that agents spend waiting between conversation ...
will first determine if a live person has answered the phone call, then transfer that call to an agent that is deemed to be available to take the call.
Conversely, a natural predictive dialer connects the agent prior to the completion of the automation process, which allows the agent to hear the caller while the automation is still working.
At its core, natural predictive dialing technologies are based on the concept that call automation should work with agents, instead of call automation working before agents are connected, and then agents being connected to calls that have been determined to be 'live' people.
In natural predictive dialing, the call automation
Call Progress Analysis
A predictive dialer dials a list of telephone numbers and connects answered dials to people making calls, often referred to as agents. Predictive dialers use statistical algorithms to minimize the time that agents spend waiting between conversation ...
(CPA)] can work before, during, or after a caller has interfered with a call.
This interweaving of automation and human agents provides an impressive productivity increase and works to eliminate the unnatural effect that many call automation technologies have on the human interaction aspects of the call.
Benefits
Proponents of natural predictive dialing claim the core benefit to be a more pleasant human interactions that occur during calls that are actually being made by an automated system connected to agents. In natural predictive dialing, the agents hear the called party say "hello" and can respond accordingly.
The technology is deployed on small and large scales (one user up to thousands). Contact centers aiming for a natural calling experience and increased productivity use this technology.
Drawbacks
The only commercially available natural predictive dialer is provided by a single vendor.
Additionally, patents protecting the technology make it more expensive than many other systems, such as those available for free based on the
Asterisk
The asterisk ( ), from Late Latin , from Ancient Greek , ''asteriskos'', "little star", is a typographical symbol. It is so called because it resembles a conventional image of a heraldic star.
Computer scientists and mathematicians often voc ...
platform. Many contact centers and other organizations don't necessarily need the
benefits associated with the natural predictive dialing technology and can save money by using a more inexpensive or less-proprietary system.
See also
*
Predictive dialer
A predictive dialer dials a list of telephone numbers and connects answered dials to people making calls, often referred to as agents. Predictive dialers use statistical algorithms to minimize the time that agents spend waiting between conversation ...
*
Dialer
A dialer (American English) or dialler (British English) is an electronic device that is connected to a telephone line to monitor the dialed numbers and alter them to seamlessly provide services that otherwise require lengthy National or Internatio ...
*
Auto dialer
An automatic dialer (also spelled auto dialer, auto-dialer, and autodialer) is an electronic device or software that automatically dials telephone numbers. Once the call has been answered, the autodialer either plays a recorded message or connec ...
References
{{DEFAULTSORT:Natural Predictive Dialing
Telemarketing
Telephony