What Is Predictive Dialing?

Continuously improve your outbound communication performance

Predictive dialing is a method of making several automated outbound calls without the use of agents. Answered calls are then passed to agents. A computer makes dialing decisions based on certain algorithms to support business objectives.

Predictive dialers came into existence about 30 years ago, and mainly were used by the banking sector for debt collections. However, many other types of business have since adopted predictive dialing methods. Although they began as hardware solutions, they’ve become software as a service (SaaS) solutions based in the public cloud.

Predictive dialers can save agents time by eliminating the need to dial numbers manually. While physically dialing numbers might not seem like much of a time-waster, it often takes up to 30 seconds—and that time adds up.

Customize campaigns and optimize communications

With Genesys, you can continuously improve your outbound communication performance. The Genesys cloud-based dialer lets you efficiently enable , optimizing dial pacing and filtering out unproductive calls. Deploy a software-only dialer—in the cloud, on-premises or in a hybrid configuration—for maximum flexibility.

With Genesys, you can customize campaigns using three different outbound dialer modes.

• Predictive mode: Continuously monitors agent activities, collects statistics, and predicts future call traffic.
• Progressive mode: Ensures there are never any “silent calls” for customers, while maintaining a steady work rate for agents.
• Preview mode: Empowers your agents with customer information prior to dialing.

Learn how to continuously improve your outbound communications and customer engagement performance. Download the eBook now.