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PDialer – Predictive dialer

PDialer is the predictive dialer application which handles the automatic generation of calls for Call Center Outbound in Alceo’s Business Communication Server.

The application reads the list of numbers to call from a database and calls the numbers on behalf of the operators in the most efficient way possible, i.e. aiming to reduce periods of operator inactivity between one call and another to a minimum.

Integrating the PDialer application with other modules transforms it into a complete system for outbound activities: CRM with import and export of address books, campaign management, guided interviews, etc.

In order to increase efficiency, the PDialer system can operate in predictive mode: at any given time it tries to initiate a number of calls that is proportional to the number of inactive operators and inversely proportional to the call success rate of the last few minutes.