Which method does Genesys Cloud CX use to initiate outbound calls?

Genesys Cloud CX utilizes predictive dialing as an effective method for initiating outbound calls. This approach automatically dials multiple numbers simultaneously and connects answered calls to available agents. The system is designed to maximize agent efficiency by minimizing idle time; as agents finish one call, they are quickly connected to the next available call.

Predictive dialing is particularly beneficial in outbound campaigns where the goal is to reach as many contacts as possible within a specific timeframe. By analyzing historical data and call patterns, the predictive dialing system can forecast when agents will be free and adjust the dialing rate accordingly to optimize call flow and agent productivity.

In contrast, other dialing methods such as manual dialing require agents to dial each number individually, which can be time-consuming and less efficient. Progressive dialing, while still automated, typically dials one number at a time and connects it to the agent once the call is answered, which may not leverage the same efficiency benefits as predictive dialing. Preview dialing allows agents to see caller information and decide when to initiate the call, thus placing more control in their hands but also slowing down the dialing process.