 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.

Parallel Predictive 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) The dialer pushes a customer record to an available agent's screen.

Preview 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.

Progressive 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.

Predictive 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.

Fixed Pacing Dialing

Local IVR

Dialing Modes

Our knowledgeable support team and an awesome community will get you an answer in a flash.

Omni Contact Center

Ameyo Platform Documentation

LRU (Least Recently Used) Routing

Round Robin Routing

Ring to All / Parallel Ringing

Skill Based Routing

Preferred Agent / Sticky Agent Routing

Inbound Routing Strategies


Estimated Wait Time (EWT) & Queue Position Announcement

VQ Pass (Virtual Queuing)

Call Queuing / Queue Management

Call Hold & Retrieve

In-Queue Call Treatment


Inbound Voice Capabilities


Dialer Pacing Ratio

Answering Machine Detection (AMD)

Dial Timeout Configuration

Outbound Campaign Configuration

Lead List Upload & Allocation

Campaign Wise Max Call Attempts

DNC (Do Not Call) List Management

Lead & List Management

Voice Blast Campaign

Specialized Outbound Campaigns

Outbound Voice Capabilities


Call Conference

Call Picking

Call Forwarding

Call Transfer - Queue

Call Transfer - Agent(Warm/Cold)

VoiceMail

Core Telephony Actions

Phone Number Masking (Masked Calling)

ACW - After Call Work

Call Whisper

Call Barge

Callback

Warm Transfer to Queue/ Agent (Confer)

Wrap Up Time

Manual Call

Call & Task Management

Call Handling Capabilities

Reporting & Analytics

Call Recording

System-wide Call Recording

Quality Scoring/ QA Parameters

Quality & Performance Management

Report Scheduling & Exporting

Mapping Policies

User & Role Management

System and User Management

Unified Agent Desktop

User Login & Single Sign-On (SSO)

Agent Productivity

Pause/Resume Call

Disposition

WebRtc Troubleshooter

Workbench

Agent Status Management

Hot Keys

Canned Responses

Knowledge Base

Productivity Tools

Agent Desktop / Console


Dashboard

Agent Monitoring

Dashboard & Stats

Live Dashboards & Wallboards

Live Agent Coaching (Whisper & Barge)

Monitoring & Coaching

Monitoring & Analytics

Routing Rule

Event Based Rule

Timer-based Rules Configuration

Routing Rule for Offline Chat

Routing Rules for Missed chat

Routing & Rules

Ticketing & Asynchronous Channels

Email

Chat

Google Play Store

Youtube

Instagram (Posts & Comments)

Social Media (Public Engagement)

Google Business Messages

Whatsapp

Instagram DM

Twitter DM

FB Messenger

Messaging (Private Conversations)

Digital Channels

Configure and Initiate LiveChat

Admin

Supervisor

Agent

Live Chat

About CoBrowsing

User Roles in CoBrowsing

Types of CoBrowsing

Admin Persona

Admin Ally Persona

Supervisor Persona

Agent Persona

CoBrowsing

WhatsApp Campaign

Campaigns 

Customer Experience

Third Party CRM Integration

CRM Integration and Customization

Contact Management (Leads)

Customer Data Management

Customer Relationship Management (CRM)

Key Entities

Process Management

Campaign Types

Call Routing

Core Platform

Platform and Foundational Features

CQA Preview

Announcements

ECC Patch Release 4.13.38 Document

ECC Patch Release 4.13.38 Document (cloned with children)

4.13 Release Notes

Release Notes

Campaign

Ticketing

Rule Engine

Fusion

SSO (Single Sign On)

Voice Admin