The preview dialer functions on a one-to-one basis. One lead is connected to one agent, and there is never a possibility of any ‘extra’ dialed leads waiting in the wings to speak to a live agent. This dialer is designed to ensure agents have the time to view important information about each lead before a connection is made.
When an agent logs in and becomes available, they can use the preview dialer to fetch the campaign’s list of leads (and all the associated data) and review any relevant information before contacting the lead. Once the agent is fully prepared to speak to the lead, they can simply click a button and the system will dial the lead for them.
When the dialer reaches a live person (please note that this dialer can be configured for answering machine detection), it connects the call to the agent and then waits for the agent to wrap up the call and select a new lead before it dials again.
As for any important lead information you want your agents to view, this can include information such as the lead’s full contact record and all related information, including transaction history, past call outcomes, and basic data. This information can also come from different sources, whether from lead lists that contain relevant information (and custom information) agents will need to access before each call, CRMs that you can integrate into the system, or other systems that can allow agents access to even more information about leads before they engage.
The preview dialer offers another option you can use to meet additional dialing needs — the progressive dialer.