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A predictive dialer is automated calling software that dials multiple phone numbers simultaneously and connects answered calls to available agents. It uses algorithms to predict when agents will become available and adjusts dial rates accordingly. This maximizes agent talk time by ensuring there's always a live call waiting when an agent finishes their previous conversation. Predictive dialers typically increase agent productivity by 200-300% compared to manual dialing.

Predictive dialers use algorithms that analyze several factors in real-time: current answer rates, average call duration, number of available agents, and time of day patterns. Based on these inputs, the system calculates how many calls to place to keep agents continuously busy without creating excessive abandoned calls. When a call is answered, the system instantly routes it to an available agent with relevant contact information displayed on screen.

A predictive dialer dials multiple numbers simultaneously based on predicted agent availability, maximizing efficiency but risking abandoned calls if predictions are wrong. A power dialer dials one number at a time only when an agent is available, providing more control but lower throughput. Predictive dialers are better for high-volume campaigns with 10+ agents, while power dialers suit smaller teams or compliance-sensitive campaigns.

A progressive dialer automatically dials the next number as soon as an agent completes their previous call—one call at a time per agent. A predictive dialer dials multiple numbers ahead of agent availability based on statistical predictions. Progressive dialers offer a middle ground: more efficient than power dialers but with lower abandoned call rates than predictive. Choose progressive when you need automation without the complexity of predictive pacing.

An auto dialer (also called a robo-dialer or broadcast dialer) plays a pre-recorded message to all answered calls without connecting to live agents. It's used for announcements, reminders, and notifications. A predictive dialer connects answered calls to live agents for two-way conversations. Auto dialers face strict TCPA regulations, especially for calls to cell phones, while predictive dialers with live agents have more flexibility.

Predictive dialer pricing typically ranges from $50-150 per agent per month for cloud-based solutions. Platform28 predictive dialer starts at $65/agent/month and includes AMD, CRM integration, analytics, and compliance tools. On-premise predictive dialers can cost $20,000-100,000+ upfront plus ongoing maintenance. Cloud solutions eliminate hardware costs and scale with your team.

Yes, predictive dialing is legal when properly configured and compliant with regulations. Key requirements include: maintaining Do Not Call (DNC) lists, limiting abandoned call rates (typically under 3%), connecting calls to live agents within 2 seconds of answer, and obtaining proper consent for cell phone calls. Platform28 includes built-in compliance tools for TCPA, state regulations, and DNC management.

FTC regulations require abandoned call rates below 3% measured over a 30-day period. An abandoned call occurs when a predictive dialer connects to a live person but no agent is available within 2 seconds. Well-tuned predictive dialers typically achieve 1-2% abandoned rates. Platform28's AI-powered pacing algorithm continuously optimizes to stay well under compliance thresholds.

Yes, modern predictive dialers integrate with CRM systems for click-to-dial, automatic call logging, screen pops showing contact information, disposition tracking, and lead routing. Platform28 offers native integrations with Salesforce, HubSpot, Pipedrive, Zoho, Microsoft Dynamics, and 50+ other CRMs. Custom integrations are available via REST API.

Pacing refers to how aggressively the predictive dialer places calls relative to available agents. Aggressive pacing dials more numbers per agent, maximizing talk time but risking abandoned calls. Conservative pacing dials fewer numbers, reducing abandoned calls but leaving agents idle between calls. Platform28's AI automatically adjusts pacing in real-time based on current conditions to optimize both metrics.

Yes, when combined with Answering Machine Detection (AMD), predictive dialers can automatically leave pre-recorded voicemails when reaching answering machines. This eliminates agent time spent leaving manual voicemails (typically 30-60 seconds each) and ensures consistent, professional messages. Platform28 supports multiple voicemail recordings per campaign for A/B testing and personalization.

Getting started is straightforward: Request a demo to see the predictive dialer with your specific use cases. Our team configures your campaigns, integrates your CRM, imports your contact lists, and trains your team. Most customers are live within 2-4 weeks. We offer a free 14-day trial so you can measure productivity improvements before committing.