Indosoft, a global provider of call center software for Asterisk (News - Alert), has upgraded its predictive dialer technology based on open source Asterisk. Predictive Dialers are used by outbound call centers in orderto keep their call center agents talking on the phone constantly.
Officials with Indosoft (News - Alert) said that the company’s predictive dialer technology is designed to be compliant with strict FCC (News - Alert), United States and the CRTC, Canada guidelines so that the predictive dialer drops less than 3 percent of the total number of calls connected, excluding answering machines.
The PBX (News - Alert) running the predictive dialer is expected to play a recorded message announcing the dropped call with details in conformity with the regulation.
Predictive dialers are essentially computer algorithms that can figure out how many phone numbers the PBX should dial out, for a given number of agents. According to the press release, the optimization in the predictive dialing algorithm tries to determine the number of connects at any given time. The parameters consist of the quality of leads, the time of day and the immediate statistical past. Predictive Dialers with tone detection to identify busy, no-answer and other call terminations, do not maintain a high degree of accuracy in identifying the call termination, a release stated.
Company officials said that Asterisk provides TDM and VoIP termination options that come with Digital signaling essential for reliable and fast detection. Asterisk has a CTI capable TCP based Manager Interface.
According to company officials, this advanced predictive dialer is tightly integrated with Asterisk and is a sub-component of the telephony and CRM of Indosoft’s outbound contact center technology.
Asterisk PBX, company officials said, is a full featured open source Enterprise PBX software that dramatically reduces the cost of building any large call center using its wonderful telephony platform. At very little cost, it provides all essential functionality required for an enterprise call center.
The Digium Quad PRI (T1) boards are good quality TDM interface at extremely low cost. Digium (News - Alert)-Asterisk will become the dominating platform for contact center industry in years to come.
Anil Sharma is a contributing editor for TMCnet. To read more of his articles, please visit his columnist page.
Edited by Jamie Epstein