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Dialing Technology

1. Click-to-Call (-Me)

This term has been used interchangeably with Click-to-Dial. Today it is more commonly used today to describe a feature that requests a callback from a agent, or opens a chat window, when a person is on a website. Example vendors include Vocal city, Ring Central and Synclio.

2. Click-to-Dial

This is an outbound call that is initiated by a single mouse-click on a phone number field in a system. This functionality is commonly enabled in CRM systems and email systems and allows the user to make a call without dialing the number. Example vendors include Skype, Google Voice, Vocal city and DATEL and Cisco

3. Preview Dialer

A preview dialer makes sequential dials from a contact list and allows the agent to ‘preview’ the contact record prior to the call, and decide if they wish to proceed with a call or move to the next contact in the list. Calls are made sequentially and the agents do not know who has answered the call. See Power Dialer for example vendors.

4. Power Dialer

A power dialer is the same as a preview dialer, where the calls are initiated by the users and not made until an agent is available. This term is more commonly used in B2B environments. Example vendors include Insidesales.com, Call Fire and Five9

5. Progressive Dialer

A progressive dialer is similar to a preview dialer, but the system passes the call information to the agent at the same time the call is placed. The agent has a few seconds to view the call information, but is not in control of the calls and cannot typically stop the call process. Calls are made sequentially and assigned to specific agents. The agents do not know who has answered the call. Example vendors include Vanilla Soft and Leads360.

6. Predictive Dialer

A predictive dialer makes a large number of calls in parallel and then routes the live call answers to the next available agent. The latency and abandonment rates of predictive dialers may result in an extended delay when the contact answers a call, or in some cases no agent being available. The agents do not know who has answered the call. Example vendors include Voicent, Call Fire and Five9.

7. Live Conversation Automation

Live Conversation Automation (LCA) combines a phone dialer with live agents and rapid call-transfer capabilities to deliver guaranteed live conversations to the Caller. In a one-hour period Callers typically experience 5-8 live conversations with targeted contacts. LCA is designed for B2B environments and has the ability to differentiate and navigate Dial-By-Name Directories, operators and voicemail systems. When an agent makes a positive identification of a targeted contact, the call is transferred without noticeable delay to the Caller or contact. The agent does not speak to the contact in this process. Example vendors include Connect and Sell and Connect Leader.

8. Voice Broadcasting, also Guided Voicemail

A guided voicemail system, also called voicemail broadcasting, allows you to send thousands of voicemails at one time. These services are used when there is no requirement to speak directly to the recipient. Typical uses cases include announcements (invitations, warnings/alerts, new products, etc.) and reminders (impending event, renewal date coming due, etc.) Vendors use human agents to navigate through operators, gatekeepers and Dial-By-Name directories to guide your voicemail to the target contacts voice mailbox. Example vendors include Boxplot, Voice Broadcasting and Call Fire.

9. Auto-Dialer

An auto-dialer is used in B2C applications and is a computer that automatically dials a phone number on a list, listens for the correct tone, and then plays a pre-recorded message to a voicemail system. Auto-dialers are primarily used to leave pre-recorded messages on voicemail systems in residences, and do not have the ability to navigate Dial-By-Name directories or gatekeepers. Example vendors include Voice2Phone and voice Shot.

10. Inbound Call Routing, also Automated Call Distribution (ACD)

An auto-dialer is used in B2C applications and is a computer that automatically dials a phone number on a list, listens for the correct tone, and then plays a pre-recorded message to a voicemail system. Auto-dialers are primarily used to leave pre-recorded messages on voicemail systems in residences, and do not have the ability to navigate Dial-By-Name directories or gatekeepers. Example vendors include Voice2Phone and voice Shot.

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