Best Dialer Software for Call Centers
Choose the Right Dialer For Your Business
Call center agents are accountable for taking and returning phone calls made by customers. This involves staying in constant contact with customers and establishing a positive connection with them.
In order to do this agents have to dial each of their customer’s phone numbers to call them. Manually dialing telephone numbers takes up an enormous amount of resources and their time. Additionally, there are many chances of errors as agents could make mistakes in entering a phone number.
The limitations of manual dialing led to the need for appropriate dialing software in the call center business. If you’re in search of a thorough understanding of dialer software, what is the best dialer and how a good dialer program helps agents in the phone center you need to give a deeper study.
Table of Contents
What is the best Dialer?
What is the best dialer? The Best Dialer is one which is the most suitable for the needs of your business. It is the Best Dialer provides effective and intelligent auto dialing solutions for every business, regardless of size, so that they can enhance their efficiency. The service includes predictive dialer and progressive dialer as well as a preview dialer.
What is a dialer?
Dialers are a kind of call center software that is used to automate the dialing process of customer numbers and also to record the results from these phone calls. Dialers can also be utilized to transmit recorded calls using interactive voice responses (IVR) and push notifications, as well as SMS.
Based on the fact that a caller responds to the call, the dialer system could route calls to agents. It can also use voice robots for automated collection and play a voice message or switch towards the following number in the list of contact numbers.
Dialers can bring productivity to agents as well as call documentation and customer service because they can save time, handle call information in the manner your company prefers and minimize cold transfer.
What are the different types of dialers for outbound call centers?
There are various types of dialers as well as dialing options that a call center outbound may employ, based on the goals. For instance, one company may require a dialer to conduct high-volume outbound calling for marketing and sales purposes and another may need it to monitor customer information using a CRM or customer experience management system.
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Auto dialer
Auto dialer, just as the name implies is an automated dialing device that assists sales representatives run low-touch but high-volume campaigns. They have to contact the maximum number of prospects. Given the quantity of leads, the auto dialer software can make simultaneous calls to identify those who take the phone.
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Auto dialing vs manual dialing
Manual dialing is a good option only when you’ve got a restricted quantity of sales or marketing qualified leads with enough background information to allow for an individual method. However, auto dialing is the ideal choice for sales representatives who need to call prospective leads through blast campaigns.
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Power dialer
Power dialers can also be referred to as outbound dialers as they are used primarily by sales teams that are outbound with a large number of potential customers to reach out to. Power dialers move sequentially to the next person after the previous call has ended unanswered or busy.
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Preview dialer
Preview dialers let call center personnel review the information of customers in the window they open when they initiate or receive a telephone call. Preview dialers are a significant benefit to customer service departments since the preview also provides the omnichannel information needed to assist customers in full-text.
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Predictive dialer
Predictive dialing is a calling method designed for companies who handle a large number of contacts both outbound and inbound. Predictive dialers create an algorithm using call center data patterns, such as peak call times, availability of agents, workload, and also call handling times in order to automate the dialing process intelligently.
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Progressive dialer
A progressive dialer is similar to predictive dialers with the difference that it only dials one agent at the same time. A progressive dialer will move to the next call only after the previous call is completed. Progressive dialers are perfect for B2B outbound calls where call abandonment and drop-offs are lower.
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Bot dialers
Bot dialers help minimize the amount of interaction with agents on initial contact. They function as dialers for outbound calls, but they also have an IVR system that can send several calls simultaneously. The recorded messages that are sent out by bot dialers are typically reminders or notifications, and have the possibility of transferring to an agent that is available.
Who uses dialers?
Dialers are employed by the majority of customer-facing teams spread across the company. Although sales reps are the most frequent users of dialers, dialers have developed to accommodate the demands of support and marketing departments too.
What processes are dialers used for?
These days, dialers are connected to every kind of business process. When a user is requesting a callback via an online portal, it’s most likely that the call is handled by a dialer which is connected to CRM, company websites, and other software.
If a consumer receives an email to confirm whether they’ve been an victim of fraud, possibly because a warning was generated automatically from an unnatural activity, it’s probably also done with an automated dialer.
Of course, dialers are utilized for sales personnel, such as cold calls as well as automated outbound text messages. However, the list of methods is a long one and extends beyond sales. Account renewal, customer retention and proactive customer service as well as debt recovery are but some.
In many instances the calls made by the dialer can be required by the consumer or when it comes to debt collection, are essential for the operation of the financial service.
The key features of a call center dialer
In terms of software, there’s no shortage of different options for call centers to choose from. Certain are appropriate for call centers with outbound calls while others are better suited for calls that are inbound. Here are 10 crucial call center characteristics to consider when choosing an inbound call center dialer.
Interactive voice response (IVR). An IVR is a digital voice menu that enables callers to determine which person they would like to connect with according to their requirements. Callers can hear recorded voice messages like “Press 1″ to …”, that the phone system will play it automatically.
- Skill-based routing. Automated call routing everyone can save time and money. With this configuration the customer is given different options until they’re connected to the most accommodating agent.
- Call recording. Software for call centers should be capable of recording phone calls to help with training. This will help improve the efficiency of your team and improve customer satisfaction.
- Computer telephony integration (CTI). CTI integrates functions from your phone to your computer. By using a CTI software, you are able to instantly transform your PC into a call center. Aircall’s CTI connects in only a few clicks, effortlessly integrating the phone with your workflow.
- Desktop notifications. Pop-up notifications will ensure that your sales personnel and customer support representatives remain aware of when they receive a phone call or when a call has been transferred to them.
- Power dialers. Power dialers automatically dial the phone numbers stored in an arranged list. Calls will only be accepted after the current call has been completed. Aircall’s power dialer can automatically identify the phone numbers that are listed on websites. It allows you to dial a number 4 times faster, and can make as many as 80 phone calls within one hour.
- CRM integrations. Simple, but powerful integrations can boost the efficiency of your team. Aircall is able to be integrated into your CRM system within just a few minutes and couple of clicks. There are more than 50 integrations on our App Marketplace which includes Salesforce, HubSpot, and Zendesk.
- Call whispering & live coaching. This means that an outside party can quietly participate in conversations and provide support to the sales rep or customer service rep without the customer’s knowing. With Aircall’s whisper function you can participate in conversations without being noticed during a call or write a note for your friend, which will ensure an optimal customer service experience for call centers.
- Warm calling & transfer. Warm calling lets you quickly contact those who have already expressed an interest in your product or have been previously in contact with your business. To ensure that the conversation runs smoother you can begin conversations before the potential client picks up the phone. If you select the warm transfer option allows you to talk to your coworker prior to transferring the call to them.
- Call center analytics. Track and analyze analytics to enhance team performance and implement workflow modifications based on data. From delayed calls to processing time tracking and analysis functions depend on your selected Call center application.
What are the Best Dialer Software to Consider
1. Newfies-Dialer
If you’re looking for a cloud-based auto dialer, with CRM integration This is among the options worth considering. It’s an audio broadcasting and phone survey software. It can help you manage multiple calls from one central location.
Newfies Dialer includes the DNC function that skips all contacts who do not want receiving sales calls. If the program takes contacts from a CRM database it will note the preferred time. This will ensure that the call will be only made when the customer is in the vicinity.
| Pricing | Newfies-Dialer is available in 5 different options.
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The plans include daily text and call limits. The plans include an array of advantages and features, such as team training and customer support.
Pros
- It comes with a text to speech function that allows you to personalize messages
- It has an auto-redial and predictive dialer function
- It allows voice and text broadcasting
- It is an intuitive software with voicemail detection
- It is easy to use and the service provider offers good customer support
- It gives detailed call campaign reports and analytics
Cons
- It does not support third-party eCommerce platform integrations
- It doesn’t have an encryption option for sensitive data
- It may not be suitable for freelance work
2. NICE inContact
It’s a cloud-based call center software designed to enhance the customer experience. It provides multiple channels of routing, as well as automation of workforce and optimization. It uses Artificial Intelligence to render its tasks easy to use and extremely flexible. NICE inContact also offers reports and analytics.
Pricing
NICE inContact offers fully customized pricing based on the services that are required by small- and enterprise. The options and pricing plans are classified by business needs and the type of business as and if you require contact-based solutions. The program comes with a free 30 day trial.
Pros
- It is an open cloud software with CRM and UCaaS etc. integrations
- It offers multi-channel routing with predictive dialer
- It enhances workforce engagement and quality management
- It offers automation and AI, behavioral routing and workforce intelligence
- It comes with interaction and performance analytics with detailed reporting
Cons
- Analytics and reports dashboard could be better
- The email service is occasionally glitchy and frustrating
- Integrations with homegrown platforms and consequent customization is a tad frustrating
3. PhoneBurner
It is a cloud-based call center solution that includes a power dialer and sales acceleration. The software permits the import of contacts list and leads lists. PhoneBurner’s software lets users manage leads, conduct follow-ups with email, and monitor the performance of their leads. It also lets you automate workflows, and offers regular analytics.
Pricing
The only pricing choice is available for PhoneBurner. You can pay per month or annually. The annual option offers discounts of 15. If you want unlimited calls the cost is $149 per month, per user. The administrator account is free. You can begin by using a trial for free before you choose paying for a plan.
Pros
- It is generally easy to use – offers a pleasant user experience
- It comes with a power dialer that eliminates connection delays
- It allows CRM integrations and contacts list importation
- It offers predictive, progressive or preview dialing options
- It allows workflow automation e.g. call scripting, scheduling, recording and disposition
- The software uses local IDs corresponding with area codes for target clients
- The software has auto-updated insights, analytics, call records and daily admin reports
Cons
- It may need a listen – and – whisper training mode
- The software occasionally gets glitch, slow or freezes
- Can’t get back to a call after a glitch, even the pause glitch
4. Kixie PowerCall
If you’re looking for an AI-powered cloud-based auto dialer and SMS solution, then take a look at Kixie PowerCall. The software has intelligent auto dialing and an interactive response to voice. It reveals the history of calls and permits recording of activity, as well as recordings, coach, and analytics.
Kixie has a live leaderboard, and provides seamless CRM integration. It also permits the customization of call routing, transfer of calls between sales and customer service agents, and remote call reception through mobile devices.
Kixie has three main pricing plans that include annual and quarterly billing.
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Pros
- It is simple to understand and easy to set up and use
- Allows you to integrate other applications such as Zendesk, Slack, Hubspot etc
- The platform offers a range of admin features such as productivity tracking and analytic reports
- It comes with AI-powered voice and text feature for lead generation
- The software has an auto-dialer function, call coaching and call queuing
- The software comes with a resource center
- It allows remote working
Cons
- Auto-updates can be annoying, especially when done at the business’ pick hours
- Hubspot integration sometimes has glitches
- MMS feature is only available on PowerCall and not on email, app or mobile
5. Talkdesk
Talkdesk provides a cloud-based system that enables companies to improve the customer experience by offering smart and efficient self-service. It’s an end to the end solution that is cost effective for employee and customer engagement.
The software lets integrations with a variety of platforms. It also provides insight and analysis on performance. It’s easy to expand; you can add more agents to the system when needed.
Talkdesk offers three plans priced at $65 for each seat per month. You can personalize the service you need and request a quote as well as an opportunity to try it out. The packages offered include:
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Add-ons are available to any package you pick. These add-ons enhance the capabilities of your package and are priced separately. These add-ons can include speech analytics Quality management, various channels and workforce management speech analytics PCI payment the local presence feature, and screen recordings, and other things.
Pros
- It is easy to set up, customize and use as a web-based contact center
- It offers top-notch call quality
- It comes with real-time dashboard and business intelligence
- It is easy to integrate other solutions such as Zendesk, Salesforce etc.
- It provides reports for performance tracking against KPIs
- It allows tracking of activities and customer responses
- It has features that make it easy to record, download and listen back to calls made
Cons
- The pricing model makes Talkdesk pricier than other solutions offering similar features
- It could be better with a voice coaching or whisper option for training purposes
- Occasional glitches and bugs
6. Genesys PureConnect
Genesys is a scalable CX solution designed to be able to adjust to the ever-changing demands of customer service. It’s an all-channel communications with a call center option. It is available on-premises or cloud-based to meet various business requirements. Its flexibility lets you manage your operations according to the needs.
There are three main pricing plans, which are available in various currencies.
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The rates are for a named user, and are charged each year. You can choose to go with the named-user option if have an ongoing staffing issue for your agent. The hourly rate is ideal for agents who are part-time. The concurrent pricing should be when used for multiple shifts with agents working at different time periods.
Pros
- It comes with endless resources that make set up and onboarding easy
- It is flexible and easy to customize and scale as is needed
- It allows multi-channel intelligent routing
- It is designed for seamless integration with multiple tools and platforms
- The software has workforce and quality management options
- It comes with IPA (Interaction Process Automation) and custom process tools for groups with structured processes
- The interactive business management tools that allows you to manage everything on one tool
Cons
- Advanced configurations and customization may require programming skills
- Transferring to cloud-based options only has glitches and delays
- Marquee packages can be easier to customize
7. Five9
The Five9 cloud is a service for contact centers that is blended, omnichannel inbound and outbound. The platform is run by Practical AI, which allows agents to contact customers by phone, chat email, social media platforms as well as mobile devices.
The software has various options that allow tasks like intelligent routing as well as speech recognition, a user-friendly self-service integration with CRM, auto-sync and performance monitoring, among others.
Five9 has three pricing plans intended to accommodate a range of business requirements.
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The cost of these plans and associated charges are based on the requirements of the business.
Pros
- It’s a web-based, cloud-based solution that allows agents to work remotely
- It has a multiple channel data collection and feedback management options
- Outbound contact centers come with predictive, progressive and power auto dialers
- Inbound call centers come with IVR, ACD and CTI
- Smart dialer gives you a pop-up with historical data of the client
- It provides performance and predictive analytics and detailed reports against KPIs
- Reporting functions are easily customized
- It comes with a variety of training options
- It allows workforce management and quality monitoring
Cons
- Data is stored for only 60 days after which you incur storage costs
- Initial set up and onboarding is time-consuming though implementation is bliss after training
- Support could be better, especially when glitches occur
8. CallFire
CallFire offers smart solutions to automate outbound marketing and also monitoring the business operations. The software includes the ability to track calls, call recording, and messages broadcasting options such as texts and voice. Additionally, you can access a short history of the customer and annotations on the user interface while making a phone call.
CallFire offers five different plans in terms of pricing plans.
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Discount of 20% is available for any plan that is paid in a year. There are no fees for setup and are able to terminate the plan at any time.
Pros
- CallFire offers easy integration with CRM platforms
- Offers unlimited call transfers, auto-attendant and call routing features
- Supports custom scripts, pre-recorded messages and records calls
- The software allows remote working by home agents
- Provides real-time tracking, data collection, analytics and reports
- The IVR can be used to set appointments and reminders, surveys and polls as well as payments
Cons
- Exporting data could be easier
- The software could improve its spam block for calls, messages and emails
9. ChaseData
ChaseData offers a cloud-based service that includes outbound and inbound call center management capabilities. The software lets you modify the management of campaigns and run several simultaneous campaigns simultaneously.
| Pricing | ChaseData offers 3 main pricing plans.
Each of these packages comes with a free demo. |
Pros
- ChaseData allows you to choose the calling rates for each campaign
- You can supervise operations and monitor progress against KPIs
- Automatic call distribution feature allows seamless distribution of calls between agents
- IVR automatically responds to queries placed outside business hours
- ChaseData offers custom reporting options
Cons
- It’d be nice to have mobile accessibility
- The software can provide better options for grouping and printing reports
- It is not compatible with Mac
10. Adversus
The Adversus dialer is cloud-based client relationship and telemarketing software for medium and small enterprises. It lets you plan appointments, track leads and keep them in check, protect all data collected and make reports whenever you need to.
Pricing
It will cost small and medium-sized companies $100 per month or $90 monthly if they are billed annually. If you’re looking for an option for a larger company with custom SLAs and other features that you want to use, contact us for an estimate.
Pros
- It is easy to set up and use – the dashboard is straightforward
- It allows automation of recurring tasks such as email distribution, call recording etc.
- It allows business appointment scheduling
- The software allows in-person training and webinars as well as documentation
- The auto dialer comes with seamless CRM integration
Cons
- Changing functionalities isn’t automatic- the support team has to be involved
- It is not accessible on mobile
Conclusion
Automating business processes is vital to increase efficiency and efficiency. Companies that want to improve the efficiency in their service to customers, as well as sales and telemarketing campaigns require a dialer that is effective. Dialers cut down on the time of your employees and also on costs associated with increasing lead management. To ensure that leads are converted it is essential to comprehend your company’s requirements to select the appropriate kind of dialer, and prepare your team.
Frequently Asked Questions
What is the Best Auto Dialer Software for Small Businesses?
The Best Auto Dialer Software for Small Businesses based on ratings and reviews. Gong.io, PhoneBurner, ChaseData CCaaS, XCALLY, Squaretalk, Kixie PowerCall, Voiptime Cloud, Groove, CallTools and Primo Dialler
What is the Best Auto Dialer Software?
- Nextiva
- PhoneBurner – Best integrated CRM
- RingCentral – Best for predictive dialing
- Five9 – Best for unleashing an unforgettable customer experience
- ChaseData – Best for small businesses
- CallHub – Best for nonprofits and political phone banking
- Voicent – Best for prerecorded messages
- Nice inContact – Best for enterprise call centers
- contactSPACE – Easiest to deploy and use
What are the Best Cold Calling Software and Tools?
1. Aircall. A powerful call center platform that comes with features that make cold calling easy and seamless. It also has integrated natively with QuickMail to enhance the overall process of outreach.
2. PhoneBurner. PhoneBurner is a cold call platform specifically designed to allow you to create more phone calls within a shorter time, and also streamline the post-call process.
3. Kixie. Kixie is a sales-engagement platform designed for cold calls. You can call leads outbound, make recordings to see what you did and record voice messages in one click when your prospect does not call you back.
4. CallTools. CallTools the software for call centers is designed for both outbound and inbound calling. It comes with all the essential features the sales team needs for their business, such as power dialing that speeds up calls as well as visibility of scripts for calls, coaching and recording.
5. JustCall. JustCall is a reliable platform that can help you increase your rates of success. It offers local numbers that are available across more than 58 countries. make sure that your calls are coming from local numbers, which are toll-free which increase the chance of your potential customer picking up.
6. CloudTalk. CloudTalk’s software for cold calling is great for large and small teams, and even when you’re the only salesperson in your business.
7. Gong. Utilize AI-powered insights to optimize and improve your cold-call scripts as well as response to your prospects. Gong is a platform for sales with an array of features, however among the top beneficial elements for cold-calling is the ability to record calls.
8. Dialpad. Dialpad provides a system designed to assist your business in all things that is related with your telephone systems. It also comes with a powerful sales dialer as well as an outbound phone system that can help your sales team and you engage with more qualified prospects, and also get better feedback from the sales process.
