Which dialers does agent matching work with, and do we need a new one?
BestPair’s agent matching (predictive pairing) is integrated with TCN and Genesys, and some work has been done with ViciDial. Assignments reach the floor as a daily assignment file loaded into agent-owned lists or queues, or as skills-based segments for the dialer’s router, so the agency keeps the dialer it has. The matching is calculated ahead of the day’s dialing, so nothing is worked out while a call connects.
New to BestPair? See what it is and how it works
Where BestPair is integrated today
- TCN. Integrated.
- Genesys. Integrated.
- ViciDial. Some work done. If you run ViciDial, ask on the fit call what exists and what your setup would still need.
Those are the three dialers BestPair names. On other dialers the same two delivery routes apply, and the questions at the end of this page tell you quickly whether yours can carry them.
How the assignment reaches the floor
The matching is calculated off-site by BestPair, from your floor’s own call and payment history. Nothing is installed on the dialer. The result is a decision about which collector should work each account, and it reaches the floor one of two ways:
- A daily assignment file. A file naming the collector for each account, loaded into agent-owned lists or queues the way you load lists today.
- Through the dialer’s skills-based router. The router delivers BestPair’s assignments on a predictive dialer.
An API route, writing the assignment into the dialer directly, is possible where your dialer and BestPair agree one.
In Stage 2, 80% of accounts follow BestPair’s assignments and 20% stay on your current routing as the control group.
Which dialer modes fit best
| Dialer mode | How pairing reaches it | Fit |
|---|---|---|
| Fixed lines or lists per collector | Each account goes to its named collector | The cleanest fit: the collector chosen is the collector who calls |
| Preview or manual | A daily assignment file, as a list per collector | Strong |
| Progressive or power | Lists per collector where the dialer supports them, segments where it does not | Good |
| Predictive | Segments in the dialer’s skills-based router | Works, with a looser match |
| Inbound only, next free agent | Nothing to choose between | Not a fit |
The more often the chosen collector is the one who takes the call, the more of the gain reaches your numbers. In the live test at a North American collection agency, the recommended collector took about 50% of the calls. The case study.
Does it add call latency?
The matching is calculated ahead, from history, before the day’s dialing starts. When a call connects, the dialer reads an assignment it already holds. It never waits on BestPair while a consumer is on the line.
Pacing, abandon settings, call windows and every compliance control stay in the dialer, set by your team. BestPair does not dial, call, text or contact anyone. People make every call.
If your dialer is not named here
Ask your dialer admin or vendor four questions, and bring the answers to the fit call:
- Can it load a list of accounts for each collector, and how often can that list change?
- Does it have skills-based routing, and how many skills or segments can it hold?
- Does it have an API that can set list membership, a contact attribute or a skill?
- Can it export call records with the collector’s agent ID, the account ID, the date and time, and the outcome?
A yes to the first or second question means assignments can reach your collectors. A yes to the third opens an API route, where your dialer and BestPair agree one. A yes to the fourth means the history BestPair learns from is there. What the IT side involves.
Common follow-up questions
Do we have to change dialers to use agent matching?
No. BestPair works with the dialer the floor already runs. It decides which collector works each account and hands that decision to your dialer, which keeps its pacing, lists and compliance settings.
Do we need our dialer vendor’s help?
For a daily assignment file, usually not: your team loads it with the access it already uses for lists. An API route, where your dialer and BestPair agree one, needs credentials from your dialer admin, and some vendors want written sign-off before an outside system sets lists or skills. Ask early, because that sign-off is where projects tend to wait.
Does it work with a predictive dialer that sends calls to the next free agent?
Yes, through the dialer’s skills-based router, which delivers BestPair’s assignments. The match is looser than a named collector on an agent-owned list, and the monthly statement shows how often the chosen collector took the call.
Can we try it before any integration?
Yes. A list of accounts per collector, loaded by hand the way your floor loads lists today, needs no integration at all. You can start that way and automate it later.
What it could mean on your floor
Two minutes
Watch the explainer
What your dialer does with the next account, what pairing changes, and what the Floor Assessment measures. With captions.
Watch the videoYour floor
Try the calculator
Four numbers off your dialer and collections reports give an illustrative figure for your floor. It is at best informed guesswork until your own history is measured.
Open the calculatorA live test
Read the case study
170,000 telecom accounts split at random before the first call, and how the result was counted.
Read it
Would it be a bad idea to spend 45 minutes finding out?
If your shop does not qualify, you will hear it on the call, not after you have paid for a report.
Book a 45-minute fit call