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Newfies-Dialer is a cloud-based voice broadcasting, autodialer and phone survey solution that helps users manage concurrent calls from a centralized location.
Newfies-Dialer features live lead transfer which enables users to ...Read more
EngageBay is an integrated marketing, sales, support and CRM solution designed to help small to midsize enterprises acquire, engage and convert website visitors into customers. The cloud-based platform lets businesses use marketin...Read more
contactSPACE is a cloud-based callcenter solution which helps small to large-sized organizations manage contacts and track agent performance. Its key features include dynamic call adaption, voice recording, call prioritization, ro...Read more
Squaretalk is a cost-effective, scalable, and simple-to-use cloud communications platform that gives your sales and support teams tremendous tools to boost efficiency and productivity.
Your sales and support representatives will ...Read more
Genesys Cloud CX creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Designed to provide exceptional experiences for your customers and employees, it deploys quickly, is intuitive to use...Read more
Avaya OneCloud UCaaS (formerly (formerly Avaya Aura Contact Center)) is a cloud-based and on-premise call center solution that caters to all businesses across various industries. The solution allows users to offer personalized int...Read more
Connect First is a cloud-based contact center solution, which provides users various applications such as multi-channel contact management, automated call distribution (ACD), interactive voice response (IVR), computer telephony in...Read more
Ytel Contact Center is a cloud-based integrated marketing suite that caters to SMB call centers and businesses with dedicated phone support teams, helping them manage multi-channel communications.
The solution offers features...Read more
Cloud communications provider RingCentral has expanded into the Call Center space with their Contact Center solution. The integrated suite powered by inContact offers Automatic Call Distribution, Interactive Voice Response, CTI, A...Read more
PhoneBurner is an outbound call center solution that allows users to log in from their computer and make calls from the connected phone, using imported or admin-provided lead lists. The system offers functionalities that include p...Read more
Since 2006, Market Dialer has been helping businesses boost efficiency by up to 400%. Small to mid-sized businesses with a need for predictive dialing are a perfect fit for this scalable web-based phone system....Read more
The PIMS Dialer is flexible, scalable, and secure. It’s a cloud-based application, and the servers are housed in a state-of-the-art facility that’s operated around the clock, delivering extremely reliable uptime. Companies can cus...Read more
Kixie is a cloud-based interactive voice response (IVR) solution that helps users automate their sales processes. It can also be deployed on-premise. It offers users one-click dialing, call recording, call history, call coaching a...Read more
CallTools is a predictive dialer and inbound call center management solution that helps businesses manage the productivity of their call center operations.
CallTools features list management with list scrubbing, recycling and...Read more
Talkdesk is a cloud-based call center solution that helps businesses improve customer satisfaction while simultaneously reducing customer support costs. It uses interactive voice response (IVR), automatic call distribution (ACD) a...Read more
VICIdial is an open-source, cloud-based contact center solution suitable for small to large call centers in a variety of industries. Key features include inbound and outbound calls, call routing, email integration, online chat and...Read more
uContact is a Cloud & Omnichannel solution that enables its users to manage all their voice and text interactions in the same place. This way, it makes agents' work simpler, more organized, and -why not- more enjoyable too; and he...Read more
XCALLY is an on-premise and cloud-based contact center solution that handles multiple channels including voice, chat, SMS, email, fax and others. It caters to inbound, outbound and blended call centers of all sizes. Primary featur...Read more
ReadyMode is a cloud-based call center solution for companies of all sizes in a variety of industries. Key features include automatic call distribution, interactive voice response, auto dialing, scheduling, performance analytics a...Read more
CallShaper is a cloud-based call center management solution suitable for small to midsize businesses. Key features include lead management, real-time reporting, agent monitoring and tablet support.
CallShaper enables users to...Read more
Auto dialer software helps your contact center become more efficient. These tools offer call scheduling so you can follow up with customers, let you import lists of numbers, and allow your call center agents to skip over voicemail inboxes or answering machines. With auto dialer software, you and your employees can focus on relationship building, rather than dialing.
Auto dialer software is a hardware- or software-based system that dials numbers automatically. Most solutions today are cloud-based offerings known as hosted dialers. Generally, these systems are used by outbound contact centers to streamline the process of contacting existing or potential customers. Many systems offer a number of dialing modes.
While the use of auto dialers was once limited to businesses in the telemarketing, political campaign, and market research industries, dialers have found a new use case with the advent of proactive customer service (reaching out to customers before they have issues) and nonprofit fundraising. Many businesses now use dialers to contact existing customers instead of cold-calling potential customers. Auto dialer software can be used to broadcast messages such as late payment reminders, appointment reminders, and service outage notifications.
Dialing modes: predictive dialer, progressive dialer, and preview
Auto dialers have been on the market for decades. Traditionally, businesses upload lists of phone numbers for outbound campaigns. The tool then dials the numbers in the list automatically.
Over time, dialer capabilities have evolved. Today, most solutions offer at least three major dialing modes: predictive dialer, progressive dialer, and preview dialer.
Predictive dialer software
Predictive dialer dials multiple numbers at the same time, on the assumption that a certain percentage of calls will be either abandoned or unanswered. Live calls are distributed to agents using factors such as availability and wait time.
Predictive dialing systems collect data about the percentage of answered calls, average number of rings before an answer, and average call length. This data is then analyzed using statistical algorithms to forecast when agents will be available. The predictive dialing system uses this forecast to determine the pace at which it dials numbers, maximizing the amount of time agents spend on the phone.
This type of software also screens out busy signals, voicemails, unanswered calls, and more, and automatically avoids numbers in the National Do Not Call Registry. These capabilities ensure that agents only handle live calls.
Programming a dialer for an outbound campaign in PIMS Dialer
Progressive dialer/power dialer software
Progressive dialer software (aka power dialer software) dials one call at a time for each available agent. You can establish calls-to-agent ratios, meaning the system will automatically dial a fixed number of lines for a given agent. The power dialer runs through calling lists across multiple campaigns and paces itself based on abandonment rates (if rates begin climbing, the system slows its dialing pace dialing).
With a progressive or power dialer, calls are placed automatically. The system screens out certain calls (such as unanswered calls) but in some cases agents will have to determine whether they’re connected to a human or voicemail.
Preview dialer software
Preview dialers call one number at a time and deliver contact records to agents before dialing. This gives agents an opportunity to review contact details before the call. Users can set the length of time agents are allowed to review records, and agents can choose whether or not to skip a number.
Other auto dialer software modes
Predictive dialer, progressive dialer, and preview dialer are all standard modes, but there are a few additional advanced modes you should be aware of:
Message lay-down dialing presents a pre-recorded message to recipients for agentless campaigns.
Outbound interactive voice response (IVR) presents recipients of outbound calls with a message, along with an IVR menu that allows them to respond to it (such as a late payment reminder and an IVR menu allowing for self-service payment). The call can be transferred to an agent if the IVR can’t meet the contact’s needs.
Important auto dialer software functionality
Auto dialer software offers a number of features that control how the dialer manages lists, initiates calls, and reports data. Some of these features are common, while others are only offered by a handful of vendors:
Track and report on call outcomes.
Record phone conversations for quality assurance purposes.
Answering Machine Detection
Screen and filter calls that are sent to voicemail.
Provide agents with a typical response for common call queries and issues.
Local Caller ID
Set desired caller ID and location to display to contacts when making calls.
Establish marketing tasks/actions to complete specific goals and track performance.
Benefits of auto dialer software
The major benefit of automated dialer software is that it allows for increased agent productivity by enabling your most costly resource—agents—to work more effectively.
The benefits of power dialing, preview dialing, and progressive dialing modes aren’t as dramatic, but they’re still more efficient than manual dialing. Preview dialing, in particular, gives agents a chance to familiarize themselves with leads in advance, which boosts agents’ chance of closing deals.
Because predictive dialers forecast agent availability, industry experts say you need at least eight to 10 agents in your contact center to see benefits. The more agents you have, the more significant the benefits.
Because these systems only deliver live calls, they listen for an answer before connecting the call to an agent. This results in a noticeable delay for the call recipient.
Depending on your business model, your agents may want to be able to control whether or not the system makes calls to certain leads. If this is the case, you’ll need a system with preview dialing capabilities.
Hosted dialers with all three dialing modes are often found in contact center suites. Because these suites offer advanced applications (such as IVR and automatic call distribution (ACD)), they can come with fairly steep per-agent prices.
If you’re only in need of a dialer, consider some of the stand-alone systems on the market. Some of these solutions offer full predictive dialing, whereas others only offer preview and progressive dialing.
What type of buyer are you?
Not all buyers have the same needs. Depending on which category you fall into, you’ll need to factor in additional considerations when evaluating software providers:
Buyers in the collections industry will generally need full predictive dialers with vertical dialing capabilities. Certain call center vendors work extensively with companies in the collections industry and offer robust dialer solutions.
Buyers in B2B sales may benefit more from a progressive dialer. If you have a list of highly valuable leads, you may not want to burn through it with predictive dialing.
Buyers planning to integrate dialers with leading customer relationship management systems (CRMs) should evaluate software providers that offer integrations with such systems.
Buyers who need dialers for proactive customer service should evaluate options with automated messaging features for multi-channel notifications, as well as inbound/outbound blending to support outbound functionality in call centers.