Soft dialers

A soft predictive dialer uses software equipped with ISDN or CTI capabilities to provide analysis of calls made. A software-based predictive dialer generally is relatively cheap, as it doesn’t require expensive telephony components. Typically a soft predictive dialer is connected to a PBX using a CTI link. It requires specialized call classification cards to perform call progress analysis and answering machine detection.

ISDN allows a switch to filter out all non productive calls. It can provide digital code indicating the type of non-connect. In this manner all non-connects are eliminated and the right reason codes are transmitted to the software application. Agents don’t have to listen to special tones to detect whether call is busy or un-obtainable.

In cases like detecting answering machines (AMD) and integrating with other voice related functions (IVR, voice recording, speech recognition, text-to-speech etc.) a soft dialer may not offer as many features as one that is hardware-based.

The advantages of Soft Dialers compared with Hard Dialers are:

• Low cost; Soft Dialers do not require expensive telephony components.

• Flexibility; Soft Dialers work well in multi-site and distributed environments.

Soft Dialers have the following disadvantages:

• Some older PBXs will not work with a soft dialer configuration.

• The error rates in classification of calls are higher; fax, modem, etc. have to be detected by the agent.

• Call-processing capacity is lower.

 

Learn more about: 

Functioning, features, types and benefits of predictive dialers.

Predictive Dialer Tutorial

Cost of predictive dialing systems, factors to consider in deciding which predictive dialer to purchase.

Predictive Dialing Questions and Answers

Factors affecting predictive dialers' performance.

Predictive Dialers - Overview

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