Preview dialing is when agents view the customer’s information first before requesting the system make the call. As the system goes through the list the agents are also able to view the customer’s call history and can prepare for the call before connecting to any customers. This type of dialing is often used when an agent needs to prepare a script or specific information before making a call. Naturally, this method of dialing is slower than predictive dialing because no calls are made until an agent manually makes or approves a call to be made.

Power dialing (also known as force dialing, speed dialing, or semi-automatic dialing) places calls only when an agent chooses to. This type of dialing is essentially manually dialing through a call list, as opposed to a form of automated dialing. Power dialing is included as a feature in Voicent’s Agent Dialer where it’s known as semi-automatic dialing.

Related to semi-automatic dialing is what’s commonly known as voice drop. This method simply leaves a message on an answering machine or voice-mail then immediately moves on to the next call. This feature is also available with semi-automatic dialing, where you can simply click a button to play a message and then hang up the call to move on to the next number in your call list.

Voicent’s predictive dialer, Agent Dialer, can handle answering machines and voicemails in a couple of different ways. If you are most interested in getting live calls to your agents as fast as possible, you can speed up your predictive dialing by enabling “disconnect as soon as answering machine is detected” in the Gateway. This frees up lines faster which allows Agent Dialer to make more calls in a shorter amount of time, increasing the chances that your agents will get more live calls.

Agent Dialer can also automatically leave a message of your choosing on answering machines. For example, you can leave a callback number or a trial message while also running your predictive campaign. Agent Dialer gives you a number of customization options, from leaving a simple recorded message to text-to-speech enabled specialization, such as speaking your lead’s name or interested products.

This option also allows you to play a message for human pickup as well if desired. Agent Dialer will automatically play the message you design then transfer the call to one of your agents.

I am using agent dialer the predictive dialer and can not figure out how to get a script to my agents. What is the easiest way to get a script to our agents?

Great question! Luckily, Voicent offers multiple ways to get a script to your agents.

Voicent Script Requirement:
The only requirement for a third party script is that it is web based. PHP, JSP, ASP.Net, HTML, HTM, and almost all other web based programming languages are supported for a third party Voicent script. IVR Studio is provided for users who want to build scripts on the fly.

Voicent Script is deploy-able in:

• AgentDialer – GUI
• AgentDialer – API
• BroadcastByPhone – GUI
• BroadcastByPhone – API
• Voicent Gateway – GUI

AgentDialer – GUI Script Deployment
Simply open “AgentDialer” and under the “Predictive” tab you will have “Select Script URL…”. This will open the “Select Campaign Script” window, letting you input a third party URL or you can select a IVR deployed script.

BroadcastByPhone – GUI Script Deployment
Simply open “BroadcastByPhone” and under the “Broadcast” tab you will have “Select Script URL…”. This will open the “Select Campaign Script” window, letting you input a third party URL or you can select a IVR deployed script.

Voicent Gateway – Global Script Deployment
By specifying a script on the Voicent Gateway, you will be able to have a global script. This global script can be for any outbound phone call, as well as any campaign. This is useful if you only need one universal script.

For more info about scripting, please see advanced call center agent scripting.