Brand: DIALER
A Progressive Dialer, just like a Predictive Dialer, is implemented to avoid agents having to manually dial customer phone numbers to make outbound calls. Progressive Dialers are used in any vertical, for customer service, sales, telemarketing, collections and any other environment that requires making outbound calls from a list and does not want to saddle their call center agents with the actual dialing. A Progressive Dialer will wait for an agent to finish their current call before it dials the next number on the list, and it will only dial one number per agent. That makes it different from a Predictive Dialer that will dial multiple numbers for every agent and use call center data to determine how many outbound calls are executed for each available call center agent.This means that progressive dialing is a very customer friendly approach: the dialer ensures that an agent is available immediately to handle the interaction as soon as the customer picks up the phone.