Predictive Dialing is a system of outbound calling that dials without the agent on the line. The system dials the phone, listens and when a live hello is detected, automatically transfers the call to an available agent. The dialer places numerous calls simultaneously, checking each number for a live hello or for another call disposition. If the call is busy, no answer, not working, etc., the dialer either discards or reschedules the call, then dials another number. The dialer is predictive because it anticipates when the next agent will become available, and when the next hello will be detected.

Telescripts predictive phone dialers automatically adjust to calling patterns, the number of agents, and the average call length. If calls are short, a dialer should dial more lines. If fewer agents are available, a dialer should dial less frequently. If calling patterns change, the dialer should change with them. It should also be able to handle multiple projects, and multiple calling lists, seamlessly switching between them.

Finally, one should be able to modify the frequency with which the dialer abandons a call. An abandoned call occurs when a live person picks up the phone, but there are no available agents to take the call. When the person hangs up the phone before the dialer switches the call to an agent, the call is abandoned. A high quality dialer enables an administrator to adjust the calling rate to minimize abandoned calls.


Telescript Predictive - What is it?
Telescript integrates with Calltrol International’s OTS-NT Dialer, which is predicated upon an open architecture platform. In addition to outbound dialing capabilities, the OTS-NT dialer can be used as an integrated inbound ACD, IVR, audio monitoring and telephony system. It smoothly integrates with virtually any type of computer environment and always keeps pace with industry changes through its modular architecture and software upgrades.

Telescript’s most powerful recent innovation is its open database design. Where most other CRM software solutions are built upon a single database platform (often proprietary), Telescript enables the customer to select from a number of database types and does not confine them to a specific database. Telescript not only stores and retrieves information from a user-selectable database, but constructs its native database tables as part of the customer database.