What Is a Predictive Dialer?
A predictive dialer calls several numbers at once for each available agent and connects only the calls a person answers. It uses answer rates and call lengths to predict when agents will be free, which removes time spent on voicemail, busy signals and unanswered calls in high-volume outbound campaigns.
How it works in Salesforce
The dialer pulls a list of records from Salesforce and starts dialing ahead of agent availability. When someone answers, the call goes to the next free agent with the record already on screen. Calls that reach voicemail or nobody are logged and recycled according to your rules.
The trade-off is abandoned calls. If more people answer than there are free agents, some answered calls have no one to talk to. In the US, the Telemarketing Sales Rule limits abandoned calls to 3% of answered calls per campaign over a 30-day period, so predictive dialing needs careful pacing.
Predictive dialers suit large teams calling consumers at volume. Smaller teams, or teams calling high-value prospects, usually get better results from a power dialer.
Example
A contact center with 25 agents runs a renewal campaign of 10,000 customers. The predictive dialer keeps every agent talking almost continuously while voicemails and no-answers are filtered out automatically.
How 360 CTI handles it
360 CTI offers AI-powered auto and predictive dialing alongside its power dialer, all working from Salesforce data. See the Salesforce Calling Solution.
Related questions
Follow-up questions
What is an abandoned call in predictive dialing?
A call that a person answers but no agent is free to take. Regulations limit how often this can happen.
Is a predictive dialer legal?
Yes, when you follow the rules that apply to you, such as abandonment limits, calling hours, consent and Do Not Call requirements.
When is a power dialer better than a predictive dialer?
For smaller teams and B2B calling, where each conversation is valuable and abandoned calls would hurt the relationship.
See how 360 CTI handles this in your Salesforce org.