What Is Predictive Dialing?

Continuously Improve your Outbound Communication Performance with Genesys

Predictive Dialing is a method of making many outbound calls without people, and then passing answered calls to agents as the calls are answered. A computer makes the dialing decisions based on certain algorithms to support business objectives.

Genesys cloud-based dialer offers predictive dialing solutions to help contact centers efficiently enable proactive communications by accurately anticipating when agents will become available, optimally pacing dialing, and filtering out unproductive calls. Genesys enables you to deploy a software-only dialer – in the cloud, on-premises or in a hybrid configuration – giving you maximum flexibility.

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

• Predictive Mode—continuously monitor agent activities, collects statistics, and predicts future call traffic
• Progressive Mode—ensure that there are never any “silent calls” made to customers, while maintaining a steady work rate for agents
• Preview Mode—empower your agents with customer information prior to dialing

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