A predictive dialer is generally a computerized system that automatically dials batches of telephone numbers, and developed from the autodialer. Predictive dialers are widely used in call centers.
There are two types of Predictive Dialers :
1) Soft dialers.
2) Hard dialers.
Soft dialers: Software only solutions use ISDN messaging, or a CTI link to provide call progress analysis for calls made. Software only dialers are often cheaper because they do not require expensive telephony components. Typically a software dialer is connected to an existing PBX system via the PBX CTI link. In many cases a specialised ‘call classification’ card is placed into the PBX to perform call progress analysis, and answering machine detection.
Hard dialers: Hardware dialers use dedicated telephony switches to perform call progress analysis and answering machine detection. Those switches usually have two main types of connections, agent audio and external audio. Hard dialers are expensive as compared to soft dialers. The agent audio connections are usually simple T1/E1/ISDN etc., telephony spans which are connected directly to an existing PBX (although other connection types that do not require a PBX are available such as Analogue or VoIP connections). When an agent first logs in for the day the dialer will place a call from the switch directly to the phone on the agent’s desk. The second type of connection is the external audio connection which is the connection that will be used to make outbound phone calls. When an outbound call is made and answered, the call is immediately joined to an already open agent audio connection of the agent selected to take the call.