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Five9

FrontRunners 2024

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, emai...Read more about Five9

4.2 (463 reviews)

4 recommendations

CallTools

FrontRunners 2024

CallTools offers an advanced predictive dialer and inbound call center management solution that streamlines and optimizes call center operations. With list management tools that include list scrubbing, recycling, and export capabi...Read more about CallTools

4.8 (131 reviews)

3 recommendations

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...Read more about CallShaper

4.9 (17 reviews)

2 recommendations

GoTo Connect

GoTo Connect is the all-in-one phone, meeting and messaging software built for SMBs. It boasts an enterprise-class phone system with 100+ features with inclusive minutes for local, long distance & international calls; video and au...Read more about GoTo Connect

4.5 (662 reviews)

1 recommendations

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Readymode

Readymode is a cloud-based, all-in-one, predictive dialing platform for call centers and outbound sales teams. The platform includes automatic call distribution, interactive voice response, scheduling, performance analytics, and c...Read more about Readymode

4.0 (19 reviews)

1 recommendations

Hosted Contact Center

Intelligent Contacts’ Hosted Contact Center is an inbound, outbound, blended and omnichannel contact center solution powered by AI and machine learning. The Intelligent Contacts platform lets agents engage customers across all co...Read more about Hosted Contact Center

5.0 (1 reviews)

1 recommendations

EngageBay CRM

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 about EngageBay CRM

Talkdesk

FrontRunners 2024

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 about Talkdesk

NICE CXone

FrontRunners 2024

Organizations around the world are striving to deliver the ultimate customer experience, strengthen brand value, and boost efficiency. NICE CXone empowers brands to achieve these objectives on one interaction-centric platform with...Read more about NICE CXone

Gong.io

FrontRunners 2024

Gong's Revenue Intelligence platform captures your customer interactions across phone, web conferencing, and email, understands what was said in these interactions, and delivers insights to help your team win more deals. Learn ho...Read more about Gong.io

Dialpad

FrontRunners 2024

Dialpad is an AI-powered cloud communication platform and business phone system that provides organizations with the latest in VoIP telephony technology to keep teams connected and productive. The platform comprises three integrat...Read more about Dialpad

Agile CRM

Agile CRM is a cloud-based customer relationship management (CRM) solution designed for small and midsize businesses. It offers contact management, telephony tools, appointment scheduling, marketing automation, project management,...Read more about Agile CRM

Twilio

Twilio is the worlds leading cloud communications platform that enables businesses to build, scale, and operate their own customized communication solutions. The platform is designed to be customizable and easy to use, which means...Read more about Twilio

Aircall

FrontRunners 2024

Aircall is a cloud-based business phone and call center system that helps manage and streamline customer support and sales engagement operations. Designed for offices and teams in remote areas, it enables users to integrate the so...Read more about Aircall

Ringover

Ringover is the no.1 business phone system that gives you unlimited calls to 110 countries, video conferencing, SMS and group messaging, call recording, call whispering and more features focused on improving your teams productivit...Read more about Ringover

Kixie PowerCall

FrontRunners 2024

Welcome to Kixie, the sales engagement platform that revolutionizes the way you do business. Designed to supercharge your sales performance, Kixie offers ultra-reliable and easily automated calling and texting features that seamle...Read more about Kixie PowerCall

CloudTalk

FrontRunners 2024

CloudTalk is a contact center management solution that enables businesses to streamline communications with teams and customers using virtual call systems. It allows executives to manage inbound/outbound calls, extract interaction...Read more about CloudTalk

VICIdial

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 about VICIdial

Convoso

FrontRunners 2024

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 about Convoso

Genesys Cloud CX

FrontRunners 2024

Genesys Cloud CX™ cloud contact center software transforms your customer experience. It connects data across teams, tools, interactions so you have actionable insights to address customers problems with ease on any channel, at any...Read more about Genesys Cloud CX

Buyers Guide

Last Updated: March 16, 2023

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.