Call Blending

What is Call Blending

Call blending is a strategy that automatically balances the distribution of inbound and outbound calls to agents. This is typically managed by a predictive dialer or a cloud contact center platform. When inbound call volume is high, the system prioritizes those calls to minimize wait times. When inbound volume is low, the system automatically starts making outbound calls to maximize agent productivity. Call blending is an effective way to optimize resources and ensure that agents are always engaged in productive work.