Definition: The dialer automatically calls a list of telephone numbers and connects a live agent with the call once a live voice is detected. The agent no longer has to deal with numbers not in service or wait for calls that are unanswered.

Benefits: Predictive dialing maximizes the agent's time, since they only spend their time on calls. Studies have shown that this strategy increases talktime productivity by almost 200%.

Potential Uses: Anytime you want to optimize your staff's time. Predictive dialers are typically used for customer service, fund-raising, market research and collections.

Definition: The dialer automatically calls a list of telephone numbers and delivers a pre-recorded message. The type of message depends on whether the dialer detects a live voice or recorded message. Messages to a live caller can provide menu options that direct the caller to reply using the Touchtone buttons. The caller's response can generate further menu options. With this technology, complex surveys can be presented and captured fairly easily.

Using this system as an auto dialer, prerecorded messages are sent to the dialed call, regardless of whether it's a live voice or message.

Benefits: With IVR, manual surveying can be completely automated, reducing the personnel required to run the campaign. The Auto Dialer is ideal for situations when you want to reach as many people as possible in a short amount of time.

Potential Uses: Client notification from professionals (doctors, dentists, etc.); Client notification from stores for item pickup; Announcements (sales, government, school, etc.); Surveys and polling.

Definition: The dialer distributes incoming calls to specific groups of terminals, where agents are located. Prerecorded messages and menus are used to determine the nature of the call. The caller response is received through Touchtone keys and the programmed logic determines where the call should be routed.

Benefits: This strategy enables the call to be routed to the appropriate department, without requiring any human interaction.

Potential Uses: Inbound calling where you have more than one department. For example: Customer Service and Technical Support.

Definition: Call blending refers to having both inbound and outbound dialing capabilities. Centcom enables call blending while optimizing the use of your phone lines.

Benefits: The benefits to blending are obvious - your campaigns are not longer one way, giving your more flexibility and providing better service to your customers.

Potential Uses: Any calling campaign where customers can call back to speak with an agent. Examples include banking and insurance.