Finding software can be overwhelming. Software Advice has helped thousands of call centers choose the right auto dialer software so they can automate dialing and distribute answered calls.

Showing 1-20 of 119 products

Virtual Contact Center by 8x8

Virtual Contact Center by 8x8 is a cloud-based call center solution for small to midsized businesses. In addition to call center functionality, this solution also supports other interaction mediums such as voicemail, email, web callback,... Read more

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Recent recommendations: 16 recommendations

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Deployments: Cloud
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Genesys CloudFrontRunners 2021

Genesys Cloud 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, and... Read more

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Recent recommendations: 9 recommendations

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Deployments: CloudOn premise
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RingCentral Engage Voice

RingCentral Engage Voice is a cloud-based contact center solution designed to help small to large enterprises automate and streamline outbound and blended communications between customers and call centers. It comes with a configurable... Read more

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Recent recommendations: 9 recommendations

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Talkdesk Enterprise Cloud Contact CenterFrontRunners 2021

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) and... Read more

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Recent recommendations: 8 recommendations

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Five9FrontRunners 2021

Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide.  Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat,... Read more

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Recent recommendations: 7 recommendations

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Deployments: CloudOn premise
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CallShaper

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 create... Read more

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Recent recommendations: 7 recommendations

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PhoneBurner

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 power... Read more

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Recent recommendations: 6 recommendations

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Ozonetel CloudAgentFrontRunners 2021

CloudAgent is a cloud-based call center solution that enables businesses to engage and interact with customers via multiple channels including voice, chat, email, SMS messages and social media platforms. Professionals can utilize the... Read more

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Recent recommendations: 4 recommendations

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Noble Enterprise

Noble Enterprise is a call center management solution suitable for businesses of all sizes. Key features include inbound, outbound and blended contact management, predictive dialing, skills-based call routing, digital recording and... Read more

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Recent recommendations: 2 recommendations

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Deployments: CloudOn premise
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CenturionCARES Call Center

CARES (Communication and Relationship Engagement Solution) from Centurion is an integrated call center solution suitable for small and large enterprises looking for automatic call distribution (ACD), QA recording, outbound notification,... Read more

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Recent recommendations: 2 recommendations

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Deployments: CloudOn premise
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Sharpen

Sharpen’s cloud-native platform is a SaaS contact center solution for midsize to large enterprise businesses. As an all-in-one solution, the platform provides businesses the ability to communicate with customers by SMS, MMS, live... Read more

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Recent recommendations: 1 recommendations

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Deployments: Cloud
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XenCALL Predictive Dialer CRM

XenCALL 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 and... Read more

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Recent recommendations: 1 recommendations

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Convoso Cloud Contact Center

Convoso’s all-in-one contact center platform generates and converts leads faster using multiple communication channels. The cloud-based solution offers multiple dialing modes (predictive/power/preview) along with two-way texting,... Read more

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Recent recommendations: 1 recommendations

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Twilio Flex

Twilio Flex is a fully programmable cloud-based contact center platform that gives businesses complete control of their contact center experience. With Twilio Flex, companies can deploy an omnichannel contact center platform and customize... Read more

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Recent recommendations: 1 recommendations

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NICE inContact Cloud Contact CenterFrontRunners 2021

NICE inContact is cloud-based call center software that helps businesses to maximize the quality of leads and minimize the cost of client interaction. The solution comprises many features required to process inbound support requests... Read more

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RingCentral Contact Center

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, Auto... Read more

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Aspect Unified IP

Aspect Unified IP is a call center management solution designed for inbound and outbound call centers of all sizes. Key features include automatic call distribution (ACD), interactive voice response (IVR), computer telephony integration... Read more

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Deployments: On premise
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Aspect Via Cloud Contact Center

Aspect Via Cloud Contact Center is a web-based customer engagement center suitable for organizations with 100 or more concurrent and named users. The system is a complete set of customer service capabilities including self-service,... Read more

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ServiceFirst

ServiceFirst is a cloud-based call center solution for managing customer communications that caters to businesses of all sizes. Key features include automated routing capabilities, foreign language support, web chat capabilities, dashboard... Read more

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Adversus Dialer

Adversus Dialer is a cloud-based auto-dialer and customer relationship management (CRM) solution designed to help small and medium telemarketing, fundraising and appointment scheduling businesses. Key features include appointment scheduling,... Read more

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Recent recommendations: 2 recommendations

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Buyers guide

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.

In this guide, we’ll discuss:

What is auto dialer software?

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:

Call Disposition

Track and report on call outcomes.

Call Recording

Record phone conversations for quality assurance purposes.

Answering Machine Detection

Screen and filter calls that are sent to voicemail.

Call Scripting

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.

Campaign Management

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.

Key considerations for buyers

If you’re deciding on the type of auto dialer software you need, predictive software may seem like the obvious choice. However, there are a few key issues to be aware of before purchasing:

  • 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.

FrontRunners

Your Guide to Top Auto Dialer Software, February 2021

Software Advice uses reviews from real software users to highlight the top-rated Auto Dialer Software products in North America.

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“Usability” includes user ratings for Functionality and Ease of Use.“Customer Satisfaction” includes user ratings for Customer Support, Likelihood to Recommend and Value for Money.Reviews analysis period: The reviews analysis period spans two years and ends on the 15th of the month prior to publication.