Natural predictive dialing

Natural predictive dialing is a technology that was developed to eliminate problems typically associated with predictive dialing. These issues include abandoned calls, initial call delays, government regular, and consumer dissatisfaction, among others.[1]

A standard predictive dialer will first determine if a live person has answered the phone call, then transfer that call to an agent that is deemed available to take the call.

Conversely, a natural predictive dialer connects the agent prior to the completion of the automation process, which allows the agent to hear the caller while the automation is still working.

At its core, natural predictive dialing technologies are based on the concept that call automation should work with agents, instead of call automation working before agents are connected. In effect, agents would be connected to calls that have been determined to be 'live' people.

In natural predictive dialing, the call automation [sometimes called Call Progress Analysis (CPA)] can work before, during, or after a caller has interfered with a call.[2] This interweaving of automation and human agents provides an impressive productivity increase and works to eliminate the unnatural effect that many call automation technologies have on the human interaction aspects of the call.[3]

Benefits

Proponents of natural predictive dialing claim the core benefit to be a more pleasant human interactions that occur during calls that are actually being made by an automated system connected to agents. In natural predictive dialing, the agents hear the called party say "hello" and can respond accordingly.[4] The technology is deployed on small and large scales (one user up to thousands). Contact centers aiming for a natural calling experience and increased productivity might use this technology.[3]

Drawbacks

The only commercially available natural predictive dialer is provided by a single vendor.[5] Additionally, patents protecting the technology make it more expensive than many other systems, such as those available for free based on the Asterisk platform. Many contact centers and other organizations don't necessarily need the benefits associated with the natural predictive dialing technology and can save money by using a more inexpensive or less-proprietary system.

See also

References
  1. Ryskamp, Rix. "Patent Number 7,734,029". United States Patent Office.
  2. Cisco Systems. "Call Progress Analysis" (PDF). Cisco.
  3. "Call Comparison Video" (PDF). YouTube.
  4. "How Natural Predictive Works Video". YouTube.
  5. "Natural Contact Website". Transcend Products.
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