Glossary

The contact center glossary covers many of the most common vocabulary, measurements and technologies related to call center software and customer experience.

Predictive Dialers

Applications for predictive outbound dialers vary widely – the dialer can be used to support multiple concurrent outbound sales and marketing campaigns, to support a blended contact center by enabling idle inbound agents to be temporarily allocated to outbound initiatives or to deliver proactive and personalized outbound calls for customer support.

Other, similar dialer technologies include preview dialing, which allows agents to review records before the call is placed, and automatic (IVR) dialing, which connects answered call attempts to a predefined message, ideal for delivering information like alerts, reminders and outage notifications.