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The EagleACD Universe platform includes a predictive dialer called the EagleDialer. Outbound predictive/preview dialing campaigns can be conducted using the EagleACD system. Outbound calls can be inter-leaved with incoming calls in a single universal queue, by use of a skill- and priority-based routing. Agents have the opportunity to preview the call information (including screen-pop information), before the call is dialed. This feature provides for full blending between outbound and inbound calls of any media type.

EagleDialer Features:

CRM (Customer Relationship Management)	EagleACD has integrated with most CRM packages, including SEIBEL, Salesforce.com, ONYX, Microsoft CRM and others. We can easily integrate with any custom CRM that you might have developed inhouse.
Use any External Database	EagleDialer Campaign Manager reads and writes data directly from the customer's external database, as opposed to using an internal proprietary database. There is no need to deal with the administrative headaches associated with importing calling lists from an external database and then exporting the results of the campaign.The Campaign Manager can interface with any ODBC-compliant database, including SQL, Access, and Oracle.
Highly Scalable	The EagleDialer platform scales using N+1 redundancy, like other components of the EagleACD Universe platform. The platform can support an unlimited number of agents per campaign.
Multiple Simultaneous Campaigns	EagleDialer can run a virtually unlimited number of campaigns simultaneously.
Answering Machine and Call Progress Tone	EagleDialer has a proprietary answering machine detection technique that is among the most accurate in the industry, as well as the ability to detect common call progress tones, fax machines and modems.
Automatic pacing	Agents may be removed from the pool at any time without risking extra abandoned calls, and the system supports automatic pacing, at all times, even if agents log in and out of a campaign while it is running.
Blended campaigns	Multiple campaigns can be run simultaneously for the same group of agents.In addition to the call, the agents will receive information about the specific campaign so that they know how to address the call.
Intelligent Call Management	The EagleDialer tracks all call history to optimize future call record selection and to calculate future dialer algorithms.
Configurable Dialing Parameters	The EagleDialer also allows the contact center to manually control the campaign parameters including the maximum amount of redial attempts, the amount of time to attempt a call, and the abandoned call rate. All unsuccessful numbers are tracked in the database and re-queued.
Secondary Dial	Allows an alternate number for the caller to be used if the primary number is unsuccessful. This may be effective for databases that use a combination of home, work, and mobile numbers.
Dynamic Caller ID & Caller Name	The ANI and Caller Name sent with outbound calls can be dynamically set on a call-by-call or campaign-by-campaign basis. This is especially important for call center outsourcers.
Recorded message delivery with IVR	Enables a recorded message to be played to a caller when no agents are available, or for automated message delivery services.Messages can be customized on a caller-by-caller basis. The message may quickly be followed by an auto-connection to an agent when one becomes available. Optionally, the caller can also be placed into an interactive voice response session to collect information from the caller either instead of or prior to routing to an agent.
Immediate hang-up on abandoned calls	The EagleDialer is optimized to minimize the amount of abandoned calls. But in the case of abandoned calls, the system immediately hangs up so that there is no dead air for the caller while they are waiting for the agent.There are also no predictive hang-ups on ringing calls.
Agent Defined Callback	The agent has the ability to create a scheduled callback for any call while it is in progress. An example of this use would be if the agent was speaking with a caller and the caller did not have time to speak at that moment.The agent could reschedule an outbound callback to that same phone number.
Coordinated wrap-up codes	After each call, the agents are presented with wrap up codes that determine how the call should be handled. A good example is if the caller asks to be removed from the list, the agent can select that appropriate wrap up code.