IAT is in a unique position. We offer dialing technology as a cloud-based service or a site-premised system, depending on the requirements. We even offer a hybrid solution of both. Predictive dialers can be designed for a few agents, hundreds or even thousands—at one location or several. Every situation is unique but the predictive dialer configuration needs to fit each one.
In a site-premised environment IAT offers two predictive dialer configurations to meet varying needs:
Less than 100 agents: If your organization has less than about 100 agents concurrently using the system, a single server predictive dialer would be appropriate. This server would handle all the dialing, data transactions and reporting functions.
More than 100 hundred agents: If your operation has more than about a hundred agents concurrently using the dialer, the best bet would be a multi-server system. In this situation one server (the Node Server) is used to house and process all the data used in the dialing operation, communicate with the host system and post all the dialer data and results back to the host. In addition, it generates all reports and handles call recording storage functions.
The other servers (the Dialer Nodes) are used to dial and connect agents to the live contacts and leave messages. These servers are tied to the Node Server via a data connection. As calls are completed the call data is transferred to the Node Server for processing, reporting and storage. The multi-node environment can be modified to include as many Dialer Node servers as necessary.
While the number of dialers—the overall size of the system—typically dictates the use of a Node / Node Server arrangement, there are a couple of reasons for using this configuration when dialing from multiple office locations:
This article was written by Ray