Dialing Modes
Dialing Modes and Settings - Introduction
Ameyo Outbound Management offers a suite of distinct dialing algorithms designed to optimize agent productivity and campaign efficiency. These modes allow businesses to balance the trade-off between high call volumes and customer context.
Preview Dialing
Preview Dialing is an outbound dialing mode where the system presents an agent with customer information before the call is placed. This allows the agent to "preview" the case and prepare for the conversation before the call is initiated (automatically by the dialer, or manully by the agent).
Progressive Dialing
Progressive Dialing, also known as Power Dialing, is an automated outbound dialing mode where the system automatically places the next call as soon as an agent becomes available. It eliminates the manual dialing step, increasing agent efficiency.
Fixed Pacing Dialing
Fixed Pacing Dialing is an automated outbound dialing mode where the system dials calls at a constant, predefined rate, irrespective of agent availability. This mode is used in specific scenarios, such as Voice Blast campaigns, where the primary goal is to deliver a message to a large audience without requiring agent interaction.
Predictive Dialing
Predictive Dialing is an aggressive outbound dialing mode that uses an algorithm to dial multiple numbers per agent. It aims to maximize agent productivity by predicting when an agent will become available and having a live call ready to connect, minimizing idle time.
Parallel Predictive Dialing
Parallel Predictive Dialing is a specialized and highly advanced dialing mode designed for campaigns that manage multiple skills or processes simultaneously. It allows the system to dial predictively for a primary skill while also handling leads from a secondary skill.
PACE (Pro Active Connect Enhancer)
PACE (Pro Active Connect Enhancer) is a software module designed to add intelligence to the outbound dialing process. It works in conjunction with the Predictive Dialer to optimize lead selection and improve productivity.