INCREASE PRODUCTIVITY THROUGH SYSTEMWIDE STATISTICAL SAMPLING

Predictive dialers forecast how many outbound calls are required to reach a live person, and calculate when the next agent will become available based on statistical patterns. The larger the sample size, the more accurate the patterns and predictions will be. Traditional predictive dialers are limited to analyzing the data from their own section, and can not aggregate data from multiple sections into a unified sample for use by all dialers. With Contact Center Anywhere, all agents and all calls leverage a common pacing algorithm based on systemwide data, making the statistical pattern more accurate.

U.S. federal legislation requires dialers to automatically slow down to maintain a dropped call rate of no more that three percent. As a result, if a dialer incorrectly predicted how many people to call and more than three percent of calls were dropped because there were not enough agents available to talk to everyone who answered the phone, the dialer would have to slow to a crawl until the dropped call rate fell below three percent. Sharing a common pacing algorithm across all nodes empowers Contact Center Anywhere outbound dialer to use the largest possible statistical sample to stay below the three percent mandate most of the time, increasing both productivity and revenue production.