ABSTRACT
The State of Predictive Dialing Today CHAPTER 3 ---------■
This book’s title is evidence of the authors’ intention to limit its scope to the fundamentals of predictive dialing. What is not so evident, is the difficulty of separating predictive dialing from the context of the call cen ter as a whole. Producing and delivering telephone contacts, the prima ry mission of the predictive dialer, is now just one facet of a much larger process. Aside from the increase in marketplace vendors, predictive dial ing, itself, has not changed much during the last five to six years. Nevertheless, business applications based on this technology continue to grow as part of the evolving corporate call center environment. Predictive dialing's role in the call center coupled with the rapid advancements in information technology (IT) promise an exciting future for the telecom munications industry. Despite our urge to talk about where predictive dialing is going, in this chapter we will focus on how it has evolved until now. Just keep in mind, it is an emerging process.
