Predictive Dialing Experience for Agents

1. Initiating a Predictive Dialing Session:

   • Agents begin by launching a predictive list from the AutoReach interface.
   • They connect to the dialing bridge by dialing a given 10-digit number & PIN provided by the system.

2. Connected Session Indicator:

   • Once connected, the interface indicates an active session, highlighted by a green indicator:
   • AutoReach's telephony system begins placing calls in the background.

3. Call Handling and Information Display:

   • The interface displays the total number of calls made and the agents available.
   • When a person answers, the agent is connected, and the interface shows relevant information about the contact.
   • The system has a history feature, showing past interactions with the contact if they exist.

4. Disposition Logging:

   • After the call, agents log a disposition, marking the call as successful or unsuccessful.
   • This updates the system and prepares the agent for receiving the next call.
   • To enable dispositions in AutoReach see here.

Other Features:

• Automated Machine Detection: Automatically bypasses machines, IVRs, voicemails, ensuring agents connect only with live persons.
• Dynamic Call Pacing: Based on historical data and real-time metrics, the system optimizes call rates for efficiency.