The Adaptive outbound products drive productivity by making it easier for users to make outbound phone calls. This means that users typically talk to more people each day and are therefore more productive.
The Adaptive Dialers provide management control and reporting. As a manager you can decide who is called, in which order and when. There is also comprehensive management reporting that enables you to manage your team in the most effective way. You can use the wide range of standard reports that are included, or export the data and use a reporting tool of your choice.
Choice of Dialing Style
The Adaptive Dialers offer four styles of dialing:
Preview Dialing – This style of dialing is best for calls of a complex nature, where the user may need significant time to review the customer‘s record before making the call. The software presents a call, and the user clicks a button to dial it when they are ready. With Preview Dialing, the call is made using the phone on the user‘s desk and the user is ready to talk to the called party as soon as they answer. This means that every call is fully attended by the user and there is zero chance of a ―silent‖ call.
Progressive Dialing – This style of dialing is most suitable for general business-to-business calls, where there is a high likelihood that the person being called will answer the phone. The software presents a call to the user and it is then dialed automatically. In most cases, an automatic period of preparation time is allowed before the call is made. With Progressive Dialing, the call is made using the phone on the user‘s desk and the user is ready to talk to the called party as soon as they answer. This means that every call is fully attended by the user and there is zero chance of a ―silent‖ call.
Predictive Dialing – This style of dialing is best suited to calling consumers, where typically only a percentage of people called will answer the phone. The call is dialed by the computer / phone system and when answered it is transferred to the user. To be most effective, full Predictive Dialing requires a team of at least ten users and that the calls are of a reasonably predictable duration.
Integration with Existing Applications
The Adaptive Dialers are typically integrated with other applications in the following ways:
Import of Data from “txt” Files
Data can be imported into the Adaptive Dialers using standard ―text files that most database and spreadsheet programs can export data to. The most common format is a form of text file called ―Comma Separated Variable and is often referred to as a CSV or ―text file.
Import of Data from an SQL Database
The Adaptive Dialers can be configured to automate the process of data import from SQL or other ODBC compliant databases. Data import can be scheduled based on many criteria and configured to be periodic (set time of day, or hourly, etc.) or dynamic (based on when the number of calls in queue reaches a certain number). This is a very powerful and flexible feature and can be used in many ways. For example, some customers decide to connect their Adaptive Dialer to a website database, so that as soon as a website visitor makes an enquiry they can make an outbound call to them.