gPlex® Predictive Dialer ('gPlex® PD') is an automatic dialing (call campaign / robo-calls) solution used in a contact center environment. It is a cutting edge technology that allows a contact center system to setup an automatic outbound calling procedure supporting multiple call campaigns or lead generation efforts. The module is guided by a sophisticated self-correcting and self-learning statistical dialing algorithm to dial telephone numbers from linked database in batches. The system screens and eliminates unnecessary and un-productive calls such as answering machines, fax tones, disconnected numbers, busy tones, etc. and forwards only the live connected calls to the customer service agents. Ultimately it helps minimize agent idle time and increases productivity of contact centers.
Features and Benefit of gPlex® Predictive Dialer
gPlex® predictive dialer dramatically increase the amount of time your call center agents spend with live people. Using a sophisticated algorithm, the dialer predicts when agents will become available and automatically dials contacts. The predictive dialer looks at wrap-up time, schedules, average handling time, and average number of contacts, and optimizes dialing for peak efficiency.
Manual call campaigns are wasteful in terms of expensive call center time due to lack of mechanism to self-correct calls going to undesirable destination numbers. gPlex® PD can help to overcome this problem with manual call campaigns.
Increased Agent Efficiency
gPlex® PD helps to dramatically increase time your call center agents spend with live people. Using a sophisticated algorithm, it predicts availability of number of agents to take calls at a given time and accordingly makes outbound calls to target contacts. The system looks at wrap-up time, schedules, average handling time, average number of contacts, and optimizes for achieving system efficiency.
Intelligent Call Supperession
gPlex® PD has a smart dialing algorithm that helps to screen out most of the unnecessary and un-productive calls such as answering machines, fax tones, disconnected numbers, busy tones, etc. thus boosting call center productivity i.e. system efficiency.
Make Your Own Campaign
Maximize your return on investment (ROI) with impeccable implementation of your campaign plans. You can easily design multiple campaigns with various smart options available.
gPlex® PD system allows a contact center manager to set multiple campaigns to run at time windows of his/her choice. The system will automatically execute the scheduled campaigns assuming the required numbers of agents for specific campaigns are ready to take calls.
Connect With A Large Audience
gPlex® PD allows a business to contact vast number of its potential customers with minimum number of agents in minimum amount of time. These may be new or existing customers who could be targeted with appropriate type of campaigns. Thus, the system helps to increase effectiveness of resources invested in marketing campaigns.
gPlex® PD allows you to configure and propagate pre-recorded messages (Robo-call) to target audience when the call recipient answer such calls.
Drop Voice Mail
If the called party does not pick up, the call may be delivered as pre-recorded message into the customers' voice mail.
Feedback And Survey Calls
By using gPlex® PD you may conduct regular or special surveys or take feedbacks regarding events, opinion, or on your services and products.
gPlex® PD system provides result oriented reports and statistics of various kinds which can be analyzed to produce valuable market/survey intelligence.
Monitoring Via Live Dashboard
gPlex® PD has a smart dashboard that captures and displays ongoing contact center activities. It allows the contact center manager to easily monitor ongoing activity including progressing calls, waiting calls, connected calls, system issues etc.
gPlex® PD system can be utilized to run any kind of call campaigns like telemarketing, sales, collections, survey etc. at optimum levels with low total cost, ease-of-use, and deployment flexibility. It offers to minimize making unwanted calls thus improving call connectivity ratio which in turn increases productivity and efficiency of your contact center operations.