What is predictive dialing controller in SAP CRM-CCI - SAP Contact Center?

SAP Term: predictive dialing controller

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A CEM module that runs the Outbound campaigns

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• Key Concepts: 
  Predictive dialing controller is a component of the SAP Contact Center Infrastructure (CRM-CCI) that helps to automate the process of dialing outbound calls. It uses algorithms to predict when an agent will be available to take a call, and then dials the number automatically. This helps to reduce the amount of time spent manually dialing numbers and increases the efficiency of outbound call centers.
  
  How to use it: 
  The predictive dialing controller can be used in conjunction with other components of the SAP Contact Center Infrastructure, such as the call routing engine and the customer relationship management (CRM) system. It can be configured to dial outbound calls based on certain criteria, such as customer segmentation or geographic location. The predictive dialing controller can also be used to monitor agent availability and adjust the number of calls being made accordingly.
  
  Tips & Tricks: 
  When using the predictive dialing controller, it is important to ensure that it is configured correctly. This includes setting up the correct criteria for dialing outbound calls, as well as ensuring that agents are available when calls are being made. Additionally, it is important to monitor agent performance and adjust the number of calls being made accordingly.
  
  Related Information: 
  For more information about the predictive dialing controller, please refer to SAP's documentation on CRM-CCI. Additionally, there are a number of third-party vendors that offer predictive dialing solutions for SAP Contact Center Infrastructure.