Engineering capabilities
- Pacing ratio and drop-rate tuning
- Concurrency and trunk sizing
- Campaign blending
- Real-time and historical reporting
VoIP
Predictive Dialer
Statistical pacing that dials ahead of agent availability to raise talk time, sized carefully so drop rates and carrier capacity stay within limits.
Security & hardening
- Abandon-rate compliance settings
- Consent and DNC enforcement
- Carrier concurrency caps
Predictive dialler architecture
Pacing dials ahead of agent availability. It is sized around drop rate, connect rate and carrier capacity, because getting any of those wrong is expensive.
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01
Campaign data
- Lead lists
- DNC & consent
- Calling windows
Suppression lists applied at load time, not at dial time.
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02
Pacing engine
- Dial ratio
- Drop-rate ceiling
- Connect-rate feedback
Ratio adapts to measured connect rate while the abandon ceiling stays fixed by policy.
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03
Agent layer
- Agent pool
- Blended inbound
- Real-time monitor
Supervisors watch drop rate and wait time live, not just in end-of-day reports.
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04
Carrier
- Trunk capacity
- Route quality
- Fraud / abuse limits
Concurrency is the hard limit u2014 pacing must never exceed the agreed trunk ceiling.
Frequently asked questions
What drop rate is acceptable?
That is a regulatory and policy question for your market, not a technical one. The platform enforces the ceiling you set; the ceiling comes from the rules you operate under.
How many trunks do we need?
Peak concurrency equals agents multiplied by the dial ratio, plus headroom. It is derived from measured campaign behaviour, not guessed at from agent count alone.
Why does talk time fall as agents are added?
Usually list quality or connect rate, not pacing. If the list is exhausted or heavily answered by machines, adding agents simply spreads the same connects thinner.
Scope the work before you commit budget
Send the environment details and get an engineered proposal with assumptions, risks and a rollback path.