VoIP BASED PREDICTIVE VoIP BASED PREDICTIVE DIALERDIALER

AMBRISH PANDEYAMBRISH PANDEYHIMANSHU HIMANSHU AWASTHIAWASTHI

PRESENTED BY :-

AN ITRODUCTION TO AN ITRODUCTION TO VoIPVoIP

• Voice over Internet ProtocolVoice over Internet Protocol is the routing of is the routing of voice conversations over the Internet or through voice conversations over the Internet or through any other IP-based network.any other IP-based network.

• VoIP is also known asVoIP is also known as IP IP TelephonyTelephony, , Internet Internet telephonytelephony, , Broadband telephonyBroadband telephony, , Broadband Broadband PhonePhone and and Voice over Broadband.Voice over Broadband.

HOW VoIP WORKSHOW VoIP WORKS• VoIP services convert your voice into a digital signal that travels VoIP services convert your voice into a digital signal that travels

over the Internet.over the Internet.

• If you are calling a regular phone number, the signal is converted If you are calling a regular phone number, the signal is converted to a regular telephone signal before it reaches the destination. to a regular telephone signal before it reaches the destination.

• VoIP can allow you to make a call directly from a computer, a VoIP can allow you to make a call directly from a computer, a special VoIP phone, or a traditional phone connected to a special special VoIP phone, or a traditional phone connected to a special adapter. adapter.

• Incoming phone calls can be automatically routed to your VoIP Incoming phone calls can be automatically routed to your VoIP phone, regardless of where you are connected to the network. phone, regardless of where you are connected to the network.

VoIP NETWORK DIAGRAMVoIP NETWORK DIAGRAM

VoIP CHALLANGESVoIP CHALLANGES

• Delay/Network Latency. Delay/Network Latency.

• Packet loss.Packet loss. • Jitter. Jitter.

• Echo.Echo.

• Security. Security.

FEATURESFEATURES

• VoIP allows users to travel anywhere in the world and still VoIP allows users to travel anywhere in the world and still make and receive phone calls.make and receive phone calls.

• Subscribers of phone-line replacement services can make Subscribers of phone-line replacement services can make and receive local phone calls regardless of their location. and receive local phone calls regardless of their location.

• Specialized mobile VoIP services enable users to talk over Specialized mobile VoIP services enable users to talk over internet protocol and use VoIP based Instant Messenger internet protocol and use VoIP based Instant Messenger services.services.

• VoIP phones can integrate with other services available VoIP phones can integrate with other services available over the Internet, including video conversation, message or over the Internet, including video conversation, message or data file exchange in parallel with the conversation, audio data file exchange in parallel with the conversation, audio conferencing, managing address books and passing conferencing, managing address books and passing information about whether others (e.g. friends or information about whether others (e.g. friends or colleagues) are available online to interested parties. colleagues) are available online to interested parties.

DRAWBACKS OF VoIPDRAWBACKS OF VoIP

• Internet connection requirement. Internet connection requirement.

• Difficulty with sending faxes.Difficulty with sending faxes.

• Power OutagesPower Outages..

PREDICTIVE DIALERPREDICTIVE DIALER

• Predictive dialers are widely used in call Predictive dialers are widely used in call centers.centers.

• A A predictive dialerpredictive dialer is a computerized is a computerized system that automatically dials batches of system that automatically dials batches of telephone numbers for connection to telephone numbers for connection to agents assigned to sales or other agents assigned to sales or other outbound campaigns. outbound campaigns.

HOW DIALER WORKSHOW DIALER WORKS• The predictive dialer exhibits predictive behavior The predictive dialer exhibits predictive behavior

when it has more call attempts (dials) outstanding when it has more call attempts (dials) outstanding than it has agents that are already available to than it has agents that are already available to handle calls.handle calls.

• The predictive dialing happens when the The predictive dialing happens when the predictive dialer predictive dialer dials aheaddials ahead of the agents of the agents becoming available or when the predictive dialer becoming available or when the predictive dialer matchesmatches a forecast number of available agents a forecast number of available agents with a forecast number of available called parties. with a forecast number of available called parties.

• The matching and dialing ahead perspectives The matching and dialing ahead perspectives provide the large increases in dial rates and agent provide the large increases in dial rates and agent productivity.productivity.

BENIFITS

BUSINESS BENEFITSBUSINESS BENEFITS

• Before manually dialing each call, operators Before manually dialing each call, operators spend time reviewing paper records or computer spend time reviewing paper records or computer terminal screens, selecting the person to be terminal screens, selecting the person to be called, finding the phone number, dialing the called, finding the phone number, dialing the number , listening to the ring, listening to the number , listening to the ring, listening to the phone company intercepts, busy signals and phone company intercepts, busy signals and answering machines.answering machines.

• Operators also spend time updating information Operators also spend time updating information after the call. after the call.

Comparison Of Manual Dialing And Predictive Comparison Of Manual Dialing And Predictive DialingDialing

DIALER NETWORK DIAGRAM

CONCLUSIONCONCLUSION

PRODUCTIVITY INCREASES OF PRODUCTIVITY INCREASES OF

200% TO 300% WHEN USING200% TO 300% WHEN USING

PREDICTIVE DIALER.PREDICTIVE DIALER.

REFRENCESREFRENCES

• www.accruindia.comwww.accruindia.com

• www.wekipedia.comwww.wekipedia.com

• Computer Networks By Andrew S. Computer Networks By Andrew S. Tanenbaum.Tanenbaum.

• Data Communication By William Stallin.Data Communication By William Stallin.

THANK YOUTHANK YOU