Power Dialer Vs Predictive Dialer in 2025

Power Dialer Vs Predictive Dialer


The Fundamentals of Dialing Technology in Call Centers

In today’s competitive business environment, call centers require efficient technology to maximize agent productivity and customer reach. At the heart of these operations are automated dialing systems, with power dialers and predictive dialers being two of the most widely implemented solutions. These technologies fundamentally differ in their approach to connecting agents with customers. Power dialers automatically dial the next number on a list when an agent becomes available, ensuring continuous workflow but maintaining a one-to-one ratio of calls to agents. Predictive dialers, in contrast, use complex algorithms to predict agent availability and dial multiple numbers simultaneously, potentially connecting more prospects but risking abandoned calls when predictions falter. Understanding these fundamental differences is crucial for call centers looking to optimize their outbound calling strategies based on campaign objectives, team size, and regulatory requirements. The implementation of appropriate dialing technology directly impacts key performance indicators such as contact rates, talk time, and overall campaign efficiency, as detailed in studies by the Contact Center Association.

How Power Dialers Streamline Agent Efficiency

Power dialers represent a significant upgrade from manual dialing processes by automating the connection process while maintaining agent control. When agents finish a call, the system automatically dials the next number in sequence, eliminating downtime between conversations and increasing productive talk time by up to 300%. This technology is particularly valuable for conversational AI implementations in medical offices where personalization and careful handling of sensitive information are essential. Power dialers excel in quality-focused campaigns where meaningful conversations take precedence over call volume. Sales teams using power dialers typically report higher conversion rates because agents are fully prepared before each connection, can review customer information, and maintain complete control over the pace of interactions. The sequential dialing approach ensures agents aren’t overwhelmed with multiple simultaneous connections, making power dialers ideal for complex sales processes, relationship-based selling, and scenarios requiring detailed pre-call preparation. Companies implementing power dialers have reported productivity increases between 200-400% compared to manual dialing, according to research from Talkdesk’s Contact Center Performance Index.

Predictive Dialers: Maximizing Volume and Throughput

Predictive dialers represent the high-volume solution in the outbound calling technology spectrum, employing sophisticated algorithms that continuously analyze and adjust dialing patterns based on multiple factors. These systems monitor metrics like average call duration, abandonment rates, agent wrap-up time, and historical connection patterns to predict exactly when agents will become available. By dialing multiple numbers simultaneously and connecting only those that are answered to available agents, predictive dialers can dramatically increase call volume efficiency. This approach makes them particularly valuable for large-scale campaigns where reach and volume are primary objectives, such as market research, surveys, and debt collection operations. The integration capabilities of predictive dialers with AI call center platforms further enhance their effectiveness through data-driven optimization. However, this high-efficiency approach comes with the notable drawback of potentially creating abandoned calls when the system connects more prospects than available agents, necessitating careful calibration to maintain compliance with regulations like the TCPA which limits abandonment rates to 3%. Despite these challenges, well-configured predictive dialers can increase agent talk time by 300-400% compared to manual dialing, making them unmatched for high-volume call strategies according to Gartner’s Contact Center Infrastructure Market Guide.

Regulatory Compliance Considerations for Dialing Systems

Navigating the complex regulatory landscape represents a critical challenge for call centers implementing any automated dialing system. Power dialers typically present fewer compliance risks due to their agent-controlled approach, which reduces the likelihood of abandoned calls and provides more control over when and how contacts are made. This makes them particularly suitable for industries with strict regulatory requirements, such as healthcare, finance, and insurance. Predictive dialers, while more efficient for high-volume operations, require sophisticated compliance management to avoid violating regulations like the Telephone Consumer Protection Act (TCPA), which stipulates maximum abandoned call rates of 3% and prohibits calls to numbers on the National Do Not Call Registry. Both systems must incorporate robust compliance features including do-not-call list management, call recording capabilities, consent verification, and time zone restrictions. When implementing AI-powered calling solutions, regulatory compliance becomes even more nuanced, requiring additional safeguards for data protection and consumer consent. The financial implications of non-compliance are substantial, with TCPA violations potentially resulting in penalties of $500-$1,500 per violation, while FTC penalties can reach millions of dollars for systematic infractions. Organizations must therefore carefully balance efficiency goals with robust compliance protocols, as highlighted by the Federal Communications Commission’s enforcement actions which demonstrate increasing scrutiny of automated dialing practices.

Cost Analysis: Investment vs. Return for Each System

The financial considerations for implementing dialing technology extend beyond the initial purchase price to include total cost of ownership and return on investment metrics. Power dialers typically require lower initial investment, with pricing models ranging from $30-150 per user monthly for cloud-based solutions or one-time licensing fees of $500-1,500 per seat for on-premises deployments. This accessibility makes them ideal for smaller operations, specialized teams, or businesses exploring how to create an AI call center without substantial capital expenditure. Predictive dialers command higher pricing due to their advanced algorithms and infrastructure requirements, typically ranging from $100-300 per user monthly for cloud solutions or $2,000-5,000 per seat for enterprise implementations. Beyond direct costs, organizations must consider infrastructure requirements (particularly for on-premises solutions), integration expenses, training needs, and ongoing maintenance. The ROI calculation differs substantially between systems, with power dialers showing faster returns for quality-focused campaigns where conversion value outweighs call volume. Predictive dialers, despite higher costs, often demonstrate superior ROI for large-scale operations where maximizing agent efficiency across numerous calls delivers greater aggregate value. According to research from Aberdeen Group’s Contact Center Benchmark Report, organizations implementing appropriate dialing technology based on their specific needs report 20-40% improvements in performance metrics and 15-25% reductions in operational costs compared to manual dialing operations.

Implementation Timeline and Complexity Factors

Organizations considering new dialing technology must account for implementation timelines and complexity factors that vary significantly between power and predictive systems. Power dialers typically offer faster deployment cycles, with cloud-based solutions operational within 1-2 weeks and on-premises implementations generally completed within 1-2 months. The relatively straightforward nature of power dialers makes them accessible for businesses exploring AI phone service options without extensive technical resources. Implementation involves system setup, CRM integration, user training, and basic call flow configuration. By contrast, predictive dialers present more complex implementation challenges, requiring sophisticated algorithm configuration, extensive testing, and calibration to optimize performance while maintaining compliance. Typical deployment timeframes for predictive dialers range from 1-3 months for cloud solutions and 3-6 months for enterprise on-premises implementations. Both systems require consideration of multiple implementation factors including CRM integration complexity, data migration requirements, telephony infrastructure compatibility, and staff training needs. Organizations must also account for optimization periods post-deployment, during which system settings are refined based on actual performance data. According to McKinsey’s Digital Transformation in Contact Centers report, companies that allocate sufficient resources to implementation planning and change management achieve successful adoption rates 2.5 times higher than those that rush deployment.

Agent Experience and Training Requirements

The agent experience differs substantially between power and predictive dialers, with corresponding implications for training and workforce management. Power dialers offer a more controlled, agent-friendly experience by maintaining a one-to-one relationship between agents and calls. This approach gives agents time between calls to prepare, review customer information, and mentally reset, resulting in lower stress levels and burnout rates. The learning curve for power dialers is relatively gentle, with new agents typically achieving proficiency within 1-2 weeks. This makes power dialers particularly valuable for teams implementing conversational AI technologies where agents need time to interface with AI systems. Predictive dialers create a higher-intensity work environment where agents receive continuous calls with minimal downtime, maximizing productivity but potentially increasing stress and fatigue. Training for predictive dialer environments is more demanding, requiring agents to quickly transition between calls, adapt to diverse customer scenarios, and maintain energy levels throughout high-volume calling sessions. Organizations using predictive dialers typically implement more robust agent support systems including comprehensive onboarding (2-3 weeks), ongoing coaching, performance monitoring, and structured break schedules to manage fatigue. Research from the International Journal of Work Organisation and Emotion indicates that appropriate training and support systems for dialer technology can reduce agent turnover by up to 40% and improve customer satisfaction metrics by 25%, highlighting the importance of aligning technology choices with workforce capabilities.

Impact on Customer Experience Metrics

The dialing system an organization selects has profound implications for customer experience metrics that directly affect business outcomes. Power dialers, with their agent-focused approach, typically deliver superior customer experience scores across several key metrics. Because agents using power dialers have preparation time before connections, first-call resolution rates average 10-15% higher than with predictive systems. Customer satisfaction scores (CSAT) typically range 10-20% higher for power dialer campaigns due to reduced wait times after answering and better-prepared agents. These advantages make power dialers particularly valuable for businesses implementing AI call assistants where personalized customer interactions are essential. Predictive dialers, optimized for efficiency rather than experience, show different metrics profiles. While they excel at reach and volume, they typically produce higher abandonment rates (1-3% even when well-calibrated), longer initial wait times for customers answering calls, and lower customer satisfaction scores. However, predictive dialers can improve specific metrics like speed of answer for inbound components and overall campaign completion timelines. The optimal approach depends on specific business objectives and customer expectations. According to Forrester’s Customer Service Index, companies that align dialing technology with their customer experience strategy achieve 23% higher customer lifetime value and 18% better retention rates than those focusing solely on operational efficiency.

Scalability and Flexibility Considerations

Organizations must evaluate how dialing systems accommodate growth, fluctuating call volumes, and changing business requirements. Power dialers generally offer excellent scalability for small to mid-sized operations, with the ability to add users incrementally without significant reconfiguration. Their flexibility shines in mixed-priority environments where campaigns may shift between high-touch and high-volume approaches. This adaptability makes them well-suited for businesses exploring AI cold calling technologies that require adjustments based on performance data. Most power dialer solutions can comfortably scale to 100-200 agent deployments while maintaining performance and control. Predictive dialers demonstrate superior scalability for larger operations, with enterprise solutions capable of efficiently managing thousands of concurrent agents across multiple campaigns. However, this scalability requires more complex resource planning, as predictive systems need sufficient call volume to effectively apply their statistical algorithms. Predictive dialers also require more sophisticated adjustments when scaling up or down, as their algorithms depend on specific volume thresholds to maintain efficiency. Both systems increasingly offer cloud-based deployment options that enhance scalability through dynamic resource allocation, though predictive systems typically demand more computing resources as they scale. According to the Cloud Contact Center Association’s Scalability Report, organizations that select dialing technology aligned with their three-year growth projections avoid 60% of the disruption and expense associated with platform migrations necessitated by outgrowing initial systems.

CRM Integration and Data Management Capabilities

The effectiveness of any dialing system depends significantly on its ability to integrate with customer relationship management platforms and leverage customer data efficiently. Power dialers typically offer straightforward integration with popular CRM systems including Salesforce, HubSpot, Zoho, and Microsoft Dynamics. These integrations support essential functions like screen pops with customer information, automatic call logging, and basic workflow automation. Power dialers are particularly effective when integrated with AI voice conversation platforms that enhance agent capabilities through real-time assistance and data retrieval. Most power dialer deployments can be configured to support bi-directional data synchronization, ensuring that information captured during calls flows back into the CRM to maintain a single source of truth. Predictive dialers generally feature more advanced integration capabilities, supporting complex data workflows, custom field mapping, and sophisticated business rules. Their integration frameworks typically accommodate enterprise-scale data management requirements including multi-database synchronization, custom API development, and real-time analytics pipelines. Both systems benefit from standardized protocols like RestAPI, SOAP, and webhook implementations that facilitate integration with both established CRM platforms and emerging technologies. According to Salesforce’s State of the Connected Customer report, organizations that effectively integrate their dialing systems with CRM platforms achieve 34% higher lead conversion rates and 42% better customer data accuracy compared to those with siloed systems.

Analytics and Reporting Capabilities Compared

The analytics and reporting capabilities of dialing systems provide critical insights for optimizing performance and demonstrating ROI. Power dialers typically offer focused analytics emphasizing individual agent performance metrics and call quality indicators. Standard reports include agent utilization rates, call outcomes categorization, average handling time, conversion rates, and call disposition analysis. These systems excel at tracking relationship-building metrics crucial for businesses implementing white label AI receptionist solutions where call quality directly impacts brand perception. The reporting interfaces for power dialers typically emphasize usability and accessibility, making insights available to non-technical users through intuitive dashboards and scheduled report distribution. Predictive dialers feature more sophisticated analytics capabilities focused on system-wide optimization and efficiency metrics. Their reporting suites include predictive algorithm performance analysis, line utilization efficiency, abandoned call analysis, agent productivity comparisons, and campaign velocity metrics. Advanced predictive systems incorporate machine learning components that continuously optimize dialing patterns based on performance data. Both systems increasingly offer customizable reporting frameworks, role-based dashboards, and export capabilities for further analysis in business intelligence platforms. According to Contact Babel’s Inner Circle Guide to Contact Center Analytics, organizations leveraging comprehensive dialing system analytics experience 28% improvements in campaign performance and 23% reductions in operational costs through data-driven optimization.

Use Case Analysis: When Power Dialers Excel

Power dialers demonstrate clear advantages in specific business scenarios where conversation quality outweighs pure volume metrics. In complex B2B sales environments with extended sales cycles and high-value transactions, power dialers enable the preparation and relationship focus critical for success. Financial services organizations handling sensitive client information particularly benefit from the controlled pace and preparation time power dialers afford. Healthcare providers implementing AI voice agents for medical scheduling find power dialers ideal for maintaining HIPAA compliance and patient trust. Professional services firms including legal practices, consulting agencies, and real estate brokerages leverage power dialers to manage client relationships where personalization significantly impacts outcomes. Small to mid-sized businesses with limited agent teams but high-value prospects achieve better results with power dialers that maximize the effectiveness of each conversation. Companies with regulatory concerns, including those in heavily regulated industries or contacting restricted demographics, benefit from the enhanced compliance control power dialers provide. Organizations in early-stage market development, where feedback quality from prospects provides strategic insights, find power dialers support the detailed conversation tracking needed for market analysis. According to case studies from Harvard Business Review’s Sales Research Division, companies selecting power dialers for appropriate use cases achieve 30-40% higher conversion rates on complex sales processes compared to those using less suitable dialing technology.

Use Case Analysis: When Predictive Dialers Deliver Superior Results

Predictive dialers demonstrate unmatched performance in environments where call volume and agent efficiency represent primary objectives. Market research organizations conducting large-scale surveys benefit from predictive dialers’ ability to rapidly connect respondents with interviewers, maximizing completion rates within research timeframes. Debt collection agencies requiring high contact rates across extensive debtor portfolios leverage predictive technology to optimize limited agent resources while maintaining regulatory compliance. Political campaigning and get-out-the-vote operations during election cycles depend on predictive dialers to maximize voter contact during critical timeline windows. Large-scale customer service outreach programs, such as appointment confirmations, service reminders, and satisfaction surveys, achieve dramatically higher completion rates with predictive systems, particularly when integrated with AI appointment scheduling capabilities. Telemarketing operations focused on lead generation and qualification, where initial contact volume drives the sales pipeline, significantly increase productivity through predictive dialing. Organizations with established verification and renewal processes that involve high-volume, relatively standardized customer contacts optimize agent efficiency through predictive technology. According to Frost & Sullivan’s Contact Center Technology Analysis, properly implemented predictive dialers in appropriate high-volume scenarios improve agent productivity by 200-300% compared to alternative dialing methods, while organizations with 50+ agents typically recoup implementation costs within 4-6 months through efficiency gains.

Hybrid Approaches: Combining Power and Predictive Strategies

Forward-thinking organizations increasingly implement hybrid approaches that leverage the strengths of both power and predictive technologies across different business functions or campaign stages. Progressive dialing represents one hybrid method, functioning similarly to power dialers but with limited predictive capabilities that dial the next number slightly before an agent completes their current call, reducing wait time without risking compliance issues. Segmented deployment strategies allocate different dialing technologies to specific teams based on their functions—predictive systems for high-volume outreach and qualification, transitioning to power dialers for nurturing qualified prospects through the sales process. This approach is particularly effective for businesses implementing AI sales call technologies where initial qualification and deep conversion require different conversation approaches. Campaign-stage allocation applies different dialing methods at various stages of the customer journey, using predictive systems for initial outreach and power dialers for follow-up conversations requiring relationship development. Intelligent switching platforms dynamically adjust between dialing modes based on real-time conditions including agent availability, campaign performance, and compliance thresholds. Time-based strategies implement different dialing approaches during specific operational periods, such as predictive dialing during peak staffing hours and power dialing during reduced-team periods. According to Deloitte’s Contact Center Transformation Study, organizations implementing thoughtfully designed hybrid dialing strategies report 25-30% improvements in overall campaign effectiveness and 15-20% higher agent satisfaction compared to single-technology approaches.

Industry-Specific Considerations and Customizations

Different industries face unique challenges and requirements that influence the optimal selection and configuration of dialing technology. The financial services sector typically requires enhanced security features, detailed compliance logging, and specialized agent scripts integrated with dialing systems to ensure regulatory adherence while maintaining sales effectiveness. Healthcare organizations implementing AI voice agents for appointment scheduling need HIPAA-compliant configurations, patient data encryption, and appointment management integrations within their dialing platforms. Retail and e-commerce businesses benefit from dialing systems featuring abandoned cart recovery workflows, customer loyalty program integration, and seasonal capacity flexibility to manage promotional campaigns. The education sector requires specialized capabilities including application status tracking, financial aid discussion workflows, and enrollment management integrations within dialing platforms. Real estate organizations leverage location-based dialing rules, property database integrations, and showing schedule management within their systems. Manufacturing and distribution companies implement supply chain alert systems, product availability notifications, and B2B relationship management features in their dialing technology. Regardless of industry, customization capabilities represent a critical consideration, with modern systems offering varying degrees of adaptability through configuration options, API access, custom field creation, and workflow automation tools. According to Bloomberg Industry Research, organizations implementing industry-specific customizations to their dialing platforms achieve 35% higher performance on key industry benchmarks compared to those using generic configurations.

Future Trends: AI and Machine Learning in Dialing Technology

The dialing technology landscape is undergoing rapid transformation through artificial intelligence and machine learning advancements that promise to redefine traditional power vs. predictive paradigms. Predictive engagement is emerging as a next-generation approach that uses AI to determine not just when to dial, but whom to contact based on propensity models that identify prospects most likely to respond positively at specific times. Conversation intelligence capabilities are being embedded within dialing platforms, analyzing speech patterns and sentiment in real-time to provide agents with guidance, detect customer emotions, and identify sales opportunities or compliance risks during calls. Natural language processing is enhancing AI voice agent capabilities by enabling more sophisticated automated conversations, qualifying prospects before agent connection, and capturing critical information through conversational interfaces. Behavioral analytics are transforming how dialing systems learn and adapt, with platforms developing agent-specific models that optimize call distribution based on individual strengths and historical performance patterns. Omnichannel orchestration capabilities are extending dialing systems beyond voice to coordinate customer touches across text, email, social, and voice channels based on AI-determined preferences and response patterns. Autonomous optimization represents perhaps the most significant trend, with systems continuously adjusting parameters including dial rates, agent assignments, and script recommendations based on real-time performance data without manual intervention. According to MIT Technology Review’s AI Adoption Index, organizations implementing AI-enhanced dialing technology report 45-60% improvements in conversion rates and 30-40% reductions in customer acquisition costs compared to traditional dialing approaches.

Case Study: Successful Power Dialer Implementation

Financial advisory firm Westbrook Wealth Management provides an instructive example of successful power dialer implementation for relationship-focused business development. With a team of 28 advisors managing high-net-worth client relationships, Westbrook faced challenges with inefficient manual dialing processes that limited client outreach and reduced time available for financial planning. After evaluating multiple solutions, they implemented a power dialer integrated with their Salesforce CRM and AI call center capabilities to enhance client interactions. The implementation focused on quality rather than pure volume, allowing advisors to review detailed client information before each connection and maintain the personalized approach essential to their service model. Within six months of deployment, Westbrook reported a 173% increase in meaningful client conversations, 42% improvement in appointment setting rates, and 28% growth in assets under management from existing clients. Client satisfaction scores increased by 22 points as advisors connected more consistently with their portfolio. Critical success factors included comprehensive integration with existing client data systems, customized call workflows aligned with service processes, and thorough training that emphasized relationship enhancement rather than pure efficiency metrics. According to Managing Partner David Westbrook, "The power dialer transformed our client engagement model by removing mechanical barriers while preserving the personal touch that defines our brand. Our advisors now spend more time delivering value and less time managing phone systems." The firm’s experience demonstrates how power dialers excel in environments where relationship quality and conversation depth drive business outcomes.

Case Study: Predictive Dialer Success in High-Volume Operations

Consumer research organization MarketPulse Research demonstrates the transformative impact of predictive dialer technology in high-volume survey operations. With projects requiring thousands of completed surveys within tight timeframes, MarketPulse struggled with inefficient resource utilization and project completion delays using manual and power dialing approaches. After implementing an enterprise predictive dialer solution integrated with their survey management platform and AI voice conversation analytics, MarketPulse achieved remarkable efficiency improvements. The system’s sophisticated algorithms dynamically adjusted dialing patterns based on answer rates, time zones, and historical connection data while maintaining compliance with research industry standards. Performance metrics demonstrated dramatic improvements: agent productive time increased from 33 minutes per hour to 52 minutes per hour (a 58% improvement), project completion timelines decreased by 42%, and cost per completed survey dropped by 37%. The system’s abandoned call management features maintained abandonment rates below 1.5%, ensuring regulatory compliance while maximizing efficiency. Key success factors included AI-driven list optimization that continuously refined calling sequences, comprehensive agent training focused on rapidly establishing rapport in survey introductions, and sophisticated workforce management integration that dynamically adjusted staffing based on predicted connection rates. According to Operations Director Samantha Chen, "The predictive dialer transformed our capability to deliver timely insights to clients by dramatically increasing our contact efficiency without compromising data quality or compliance." MarketPulse’s experience illustrates how predictive technology excels in environments where volume, speed, and resource efficiency drive organizational outcomes.

Making the Right Choice: Decision Framework for Your Business

Selecting the optimal dialing technology requires a structured evaluation process based on specific business requirements rather than industry trends or vendor claims. Begin with a comprehensive analysis of your business objectives, determining whether your primary goals align more closely with high-touch relationship building or high-volume contact efficiency. Evaluate your campaign characteristics including typical call complexity, script variability, and the importance of pre-call preparation in your process. Consider your compliance environment, including applicable regulations, industry standards, and internal risk management policies that may favor certain technological approaches. Assess your agent workforce profile, including experience levels, technical proficiency, and ability to handle different pacing models. Examine your data management requirements, particularly CRM integration needs and the importance of detailed conversation tracking. Calculate your volume requirements including daily call targets, agent team size, and peak capacity needs which influence system selection. Evaluate your technology infrastructure, particularly telephony systems, network capabilities, and security requirements that may impact deployment options. Perform a comprehensive TCO (Total Cost of Ownership) analysis that includes direct costs, implementation expenses, ongoing maintenance, and productivity implications. Organizations considering AI calling for business should pay particular attention to integration capabilities with emerging AI technologies. According to PwC’s Contact Center Technology Decision Framework, companies following structured evaluation processes achieve 65% higher satisfaction with their dialing technology investments and avoid 70% of the implementation challenges faced by organizations making decisions based primarily on cost or vendor relationships.

Maximizing Your Dialing Technology Investment

Regardless of which dialing technology you select, implementation best practices substantially influence realized return on investment. Begin with comprehensive planning that involves stakeholders from operations, IT, compliance, and agent teams to ensure all requirements and constraints are identified before implementation. Invest in proper integration planning, particularly focusing on data flows between dialing platforms, CRM systems, and other business applications to create a unified workflow. Develop detailed agent training programs that address not just technical operation, but optimal conversation approaches for the selected dialing methodology. Implement phased rollouts that allow for testing, refinement, and adaptation before full-scale deployment to minimize disruption and maximize adoption. Establish clear performance metrics aligned with business objectives rather than technical capabilities, measuring what matters to your organization rather than what’s easy to count. Develop a continuous optimization process with regular reviews of system configuration, campaign performance, and agent feedback to refine settings and approaches. Consider partnership with specialized consultants during initial implementation and for periodic system audits to ensure you leverage all available capabilities. Organizations implementing AI call center solutions should establish governance frameworks for ongoing algorithm management and performance monitoring. According to EY’s Technology ROI Maximization Study, companies implementing structured optimization programs for their dialing technology achieve 40-60% higher ROI compared to organizations that complete initial deployment without ongoing refinement processes.

Experience the Future of Customer Communications with Callin.io

As your organization navigates the complexities of selecting the right dialing technology, consider how Callin.io can transform your customer communication strategy regardless of which dialing approach you choose. Our AI-powered phone agents seamlessly integrate with both power and predictive dialing systems, enhancing their capabilities through natural language processing, sophisticated conversation management, and intelligent automation. Callin.io’s platform enables you to implement AI voice agents that can handle appointment scheduling, frequently asked questions, and even complex sales conversations with remarkable human-like interaction quality.

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