| automated dialing (CRM-CIC) |
A type of dialing that enables computer systems to automatically dial calls in a call list or a campaign.
In most cases of automated dialing, the system selects the phone numbers that will be dialed, and then only routes calls that are answered by a person to interaction center agents. All other possible outcomes of a call, such as busy signals, answering machines, and no answers are not processed by agents.
There are several types of automated dialing, such as preview, progressive, and predictive dialing.