The
Avaya Predictive Dialing System (PDS) (formerly
Mosaix) automates and synchronizes the outbound
and inbound telephone customer contact in
call centers providing unparalleled technology
to meet the demands of even the busiest call
center environments.
The Avaya Predictive Dialing System (PDS) allows agents to reach more
customers, quickly and profitably, by reducing
an agent's idle time and increasing the
number of right party connects. The Avaya Predictive Dialing System (PDS) is a suite of telephony hardware and
software that automates proactive management
of customer relationships within your contact
center. Software applications boost your
contact center's efficiency by providing
a number of powerful decision-making and
management tools. Agents have the opportunity
to achieve more right party connects per
hour, deal more positively and effectively
with customers, and raise their productivity
levels.
The Avaya Predictive Dialing System (PDS) allows businesses to efficiently
interact with their customers. When placing
outbound calls, the system recognizes live
customers, unanswered calls, busy signals
or answering machines, and responds to each
instance according to campaign specifics.
Based on real-time performance information,
the Avaya Predictive Dialing System "predicts"
when a call center agent will be available
to speak with a customer.
The system can be used to blend and manage
agent resources in response to both inbound
and outbound customer calls. As a result,
agents are kept fully productive reducing
the instances of lost calls due to unavailable
agents. Built to include enhanced predictive
algorithms, the Avaya Predictive Dialing
System virtually eliminates abandoned calls
by effectively connecting agents and customers.
The Avaya Predictive Dialing System is
a high-performance predictive dialer that
provides multiline call servicing using
proprietary application software running
on a system controller. The Avaya PDS has
a scalable, open architecture and is simple
to implement and integrate with other call
center systems, such as Automatic Call Distribution/Private
Branch eXchange, Interactive Voice Response
(IVR) and host computers.
