In a blended contact center, agents are not split into a fixed inbound team and a fixed outbound team. They take inbound calls when customers are waiting and make outbound calls when the queues are quiet.
The aim is higher occupancy, with fewer idle minutes, without letting inbound service suffer. That requires the outbound dialer to know about the inbound queues: when callers start waiting, outbound pacing has to slow down so agents become free for them; when the queues empty, outbound pacing picks back up.
Blending works best when agents are trained for both kinds of call, and when reporting keeps inbound and outbound figures apart, so that a good outbound day does not hide a poor service level.
In OVOKY, the predictive dialer slows down while inbound callers are waiting in call queues, and a callback requested from a queue creates a lead in the linked outbound campaign.