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A Predictive Dialer is an outbound dialing system that dials numbers from your database and then connects agents based on a mathematical estimation of agent availability. It prioritizes your agents time, gives the highest agent productivity, and is the fastest dialer for completing outbound campaigns.A predictive dialer gives 80% or more agent productivity since it connects only to live prospects.
Predictive Dialer
Fastest Dialing System
Essential Predictive Dialer Features
ANSWERING MACHINE DETECTION
Our dialer skips answering machines, voice mail and unanswered phone numbers to connect your agent only to with live prospects.
CRM INTEGRATION
Easily push calls to your dialler from your CRM. Enable agents with prospect information on their desktops when calls connect.
EFFICIENT RETRY RULES
Schedule time and the number of retries to maximize your answer rates.
All Features
Outbound
- Voice blast
- Drag & Drop IVR Designer
- Feedback IVR
- Announcement IVR
- Reminder IVR
- Dynamic Value
- Auto personalized message
Call Controls
- Warm Transfer.
- Cold Transfer.
- Hold.
- Mute.
- Call transfer advice
- Custom Hold music
Advanced CX
- Artificial Intelligence
- Voice bots
- Speech Analytics
- Natural Language Processing
- CRM integrations
- Screenpop
- Call+Live chat website widget
What goes into the Predictive Algorithm?
While no two predictive diallers are the same, the main factors used by the algorithm to predict agent availability includes:
- Answer ratio of the past hour/specified period of time.
- The total number of agents logged in.
- AHT of Agents ( talk time + wrap up time).
- The average number of breaks taken by agents.
Best practices: Increasing productivity by 150-250% using predictive dialers
How do you know if your dialer is performing as expected? If you are getting a 150-250% increase in dialing productivity while maintaining your drop ratios less than 10%, and not more than 20-30 seconds between calls, your dialer is working at its optimum. If not, follow these best practices to improve your productivity:
1) Regularly remove all invalid numbers. Set a value beyond which you will not retry number, for example, 5 tries (at different times). And clean those numbers from your database.
2) When you have completed a number of outbound campaigns, you will start noticing patterns. Certain geographies have better answer rates than others. Ensure you cover those geographies first.
3) A predictive dialer completes campaigns extremely fast. You should be targeting a minimum of 200 calls per agents with around 15 seconds per call. Anything short of these numbers indicates your data is not sufficient for a predictive dialing campaign, or that you need to assign fewer agents for the given campaign.
4) Continuously monitor your connectivity rates and drop ratios. Maintain drop ratios less than 10%. When drop rates increase reduce your dialing ratio. In the US and UK, it is important to maintain drop ratios above 3% for compliance.
5) Train your agents to maintain a consistent and low AHT or wrap time. Train them to use disposition codes correctly. Train your agents on achieving daily goals and having consistent Average talk time. This helps the dialer algorithm to predict when an agent gets free correctly.
6) Enable answering machine detection to skip connecting to answering machines or voice mail.
7) Run a DNC/DND (Do Not Call/Do Not Disturb) filter prior to uploading data.
8) Ensure that your agents don’t take breaks at the same time.
9) Have sufficient agents to avoid call drops due to agent unavailability.
“We evaluated companies and found Ozonetel to be best suited for our needs. Due to the per-agent pricing model, we have managed to keep the overall CS cost at just under 0.5% of the overall revenue; when revenue has grown ten-fold over two years. Due to this stable and robust solution, we are consistently managing AHT of 2.5 minutes and are able to achieve industry-leading FTR of 85%”
Hari Menon
Co Founder, BigBasket
“With Ozonetel, we were able to set up multiple offices, and transfer between offices on this platform. I enjoy the reporting functionality—other phone systems I used didn’t have as good an ability to record and store calls—so that been very helpful to us. Overall the experience has been very good.”
Rachel Chrisman
Director of operations, WCAP Financial Services
“With Ozonetel, we were able to set up multiple offices, and transfer between offices on this platform. I enjoy the reporting functionality—other phone systems I used didn’t have as good an ability to record and store calls—so that been very helpful to us. Overall the experience has been very good.”
Santosh V
Lead-Customer Experience, Treebo
“Ozonetel has been our partner since inception when we started our customer care call center with 8 agents. Now we have scaled it to almost 700 agents across two locations. Both of us have evolved together the past 6 years and they continuously innovate and stay in line with tech trends and global best practices. They are now working on disrupting the contact center space with AI and machine learning and we are glad to get first access to the cutting edge tools which will take our customer experience to the next level.“
Best tool that I have used so for! It has helped me to reduce the inflow of calls, as we were able to optimize IVR and have the information available in there.The team is very flexible & customizing options are the key highlight of the product. Their CS team is always available to support and follow up till closure if any issue is raised. As a Manager, I am able to track the buddies real-time status, live barge calls and give immediate feedback, de-escalate issues, scheduling reports and so on.....
The best thing about CloudAgent is its flexibility. We have programmed some workflows to automatically call leads when they enter our CRM. Our time to contact has reduced tremendously.
Reports are available at finger tips Support is good, downtime is minimal
It has been a good experience and the team has been very responsive and able to solve any issues right away. They helped to design the right system for our needs and have supported it as changes or recommendations were voiced.
Always Dependable. Simple to use - User friendly. Have frequently usable report templates capturing details Customer support
Voice of Experience Que management makes the job real easy for TLs. IVR call handling helps to acquire good , AOHs, Reports allows to enhance guest experience by assessing the calls connecting ratio, AHT, Breaks, Login etc. The IVR, Integration, Reports, affordability and Support.
Ozonetel has been our Cloud telephony partner in India for past 8 years. We are confident they will continue to build out a robust and scalable platform in the Middle East that will be beneficial to the small and large businesses in the region.
“We evaluated companies and found Ozonetel to be best suited for our needs. Due to the per-agent pricing model, we have managed to keep the overall CS cost at just under 0.5% of the overall revenue; when revenue has grown ten-fold over two years. Due to this stable and robust solution, we are consistently managing AHT of 2.5 minutes and are able to achieve industry-leading FTR of 85%”
“The Ozonetel and FreshDesk integration is very flexible and we don’t have to buy any hardware and software. Our agents can start dialling using a URL. We can ourselves design the calling pattern whether outbound or inbound using this solution. Aspiring Minds used Inbound calling largely for support and Outbound calling for marketing and sales for all registrations done on the website. All the registrations done from the website are recorded on Freshdesk. These are then uploaded on the Ozonetel platform and the Ozonetel platform dials out to the registered users/customers to complete the registration process.”
Ozonetel's AI backed self-serve has been instrumental in achieving tech-enabled resolution of various call types and have reduced call queues by 14%. The team at Ozonetel has been very supportive and responsive to our requirements throughout.
Ozonetel’s contact center solution is an extremely easy to use tool. Its integration with Salesforce is seamless. While answering calls, agents can smoothly access all customer information, add notes, and create follow ups within Salesforce itself. We have successfully utilised the IVR to selfserve customers, and auto dialers to ensure callbacks to every single missed call. This greatly improves both our agent utilisation and customer experience.
“Ozonetel has brought our sales team out of the dark ages. We have a great infrastructure internally to scale our business verticals, and our team members & our customers are more satisfied.”
With Ozonetel, we were able to set up multiple offices, and transfer between offices on this platform. I enjoy the reporting functionality—other phone systems I used didn’t have as good an ability to record and store calls—so that been very helpful to us. Obviously, with any platform like this, there will be intermittent troubleshooting, but the support team has been very helpful and prompt in resolving the issues that we’ve had. Overall the experience has been very good.
We were looking for a good Zoho Phonebridge integration, and Ozonetel has delivered a seamless, feature-packed solution. Our agents need to be available for clients 24 X 7 and Ozonetel enables us to connect and track these calls with ease. We’re very happy with our Ozonetel product and the fantastic support given by their team.
“The Ozonetel and FreshDesk integration is very flexible and we don’t have to buy any hardware and software. Our agents can start dialling using a URL. We can ourselves design the calling pattern whether outbound or inbound using this solution. Aspiring Minds used Inbound calling largely for support and Outbound calling for marketing and sales for all registrations done on the website. All the registrations done from the website are recorded on Freshdesk. These are then uploaded on the Ozonetel platform and the Ozonetel platform dials out to the registered users/customers to complete the registration process.”
Raviraj Chauhan
Senior Manager, Aspiring Minds
“Ozonetel has been our Cloud telephony partner in India for the past 8 years. We are confident they will continue to build out a robust and scalable platform in the Middle East that will be beneficial to the small and large businesses in the region.”
Pradyot Ghate
Associate Vice President, Zomato
“Ozonetel’s call center solution is an extremely easy to use tools. Its integration with Salesforce is seamless. While answering calls, agents can smoothly access all customer information, add notes, and create follow ups within Salesforce itself. We have successfully utilised the IVR to selfserve customers, and auto dialers to ensure callbacks to every single missed call. This greatly improves both our agent utilisation and customer experience.”
Sujatha CM
Manager, Customer Care & Experience, Urban Ladder
"Ozonetel has been our partner since inception when we started our customer care call center with 8 agents. Now we have scaled it to almost 700 agents across two locations. Both of us have evolved together the past 6 years and they continuously innovate and stay in line with tech trends and global best practices. They are now working on disrupting the call center space with AI and machine learning and we are glad to get first access to the cutting edge tools which will take our customer experience to the next level.”
K Nagaraju
COO, BigBasket
"Ozonetel's superior call handling features, easy to use API's allowed Stetig to create a holistic CTI solution for many of our marquee customers. This has created a platform that can be leveraged and enhanced further. "
“With Ozonetel, we were able to set up multiple offices, and transfer between offices on this platform. I enjoy the reporting functionality—other phone systems I used didn’t have as good an ability to record and store calls—so that been very helpful to us.
“We were looking for a good Zoho Phonebridge integration, and Ozonetel has delivered a seamless, feature-packed solution. Our agents need to be available for clients 24 X 7 and Ozonetel enables us to connect and track these calls with ease. "
"I cannot say enough about how they have gone above and beyond in helping us out."
"The best thing about CloudAgent is its flexibility. We have programmed some workflows to automatically call leads when they enter our CRM. Our time to Contact has been reduced tremendously."
"It has been a good experience and the team has been very responsive and able to solve any issues right away. They helped to design the right system for our needs and have supported it as changes or recommendations were voiced."
“Ozonetel has been our partner since inception when we started our customer care call center with 8 agents. Now we have scaled it to almost 700 agents across two locations."
"From EPBX at outlet to ozonetel telecom solution. The transfer was seamless with technology support . This has helped in managing business more effectively at Rollmaal and Speedy Chow"
"With the help of Ozonetel, we are able to service our customers in much more efficient manner. All the phone calls, which are routed through Ozonetel, are being answered and tracked leading to improved quality of service to customers"
"Ozonetel is fairly simple to use and provides many relevant reports which are easy to access. The best part though is the support team which is always there to assist. Overall a good experience till now. Cheers!."
"The Ozonetel and FreshDesk integration is very flexible and we don’t have to buy any hardware and software. Our agents can start dialing using a URL. We can ourselves design the calling pattern whether outbound or inbound using this solution. "
“Using Ozonetel allowed us to rotate promotions across all our restaurants and focus on meeting customer reservation needs without a hitch”
"Ozonetel has played a pivotal role in the shaping the workflow of guest and partner calls. With Ozonetel, we have a simplified solution for our call routing needs and with the advantage of cloud, we are wireless, highlight being seamless support when need be. "
“Very useful to make the data-based decision, improving the quality of the calls"
“We have had a great experience working with Ozonetel. We wanted a solution to support us across multiple locations & processes. To handle this complexity, we wanted a solution which would be able to provide all the required features and also have the flexibility to build more, if needed.”
“Better monitoring platform, which is also helping in ensuring that calls answers are given priority. Also, the in-built CSAT system via IVR feedback is a handy tool in gauging customers feedback."
"Ozonetel dialer environment made things a lot easier at our call center with respect to the Real time Agent Monitoring, Applying Filters on running file, Multiple campaign creation and more.. improved the efficiency and productivity of each agent."
“Having evaluated different providers, we found Ozonetel to be extremely reliable. Ozonetel plays an integral role in helping Zomato scale-up.”
"We evaluated companies and found Ozonetel to be best suited for our needs. Due to the per-agent pricing model, we have managed to keep the overall CS cost at just under 0.5% of the overall revenue; when revenue has grown ten-fold over two years"
