How does a dialer work?

An automatic dialing system isn’t a pain to set up. You typically only need the dialer software, a computer, a voice modem*, and an active telephone line. If you’re using VoIP, you won’t need a modem (and the physical telephone line). It all starts with the auto dialing software telling the computer which numbers to auto dial and how to respond to different scenarios (i.e. when it gets a busy signal or a voicemail, or when a live person picks up the phone). But before the phone system connects, the software decides which number to call and the duration of talk time. Calls are usually answered within 25 seconds, which is about the amount of time it takes for a phone to ring four times. If no one answers, the call will be dropped and forwarded to voicemail. This is also the case for busy signals. Here are some key technologies behind a dialing system: Voice broadcast - Relay an important message to a list of customers simultaneously. Interactive voice response (IVR) - You can use voice broadcast with an IVR and include an option that involves pressing a key to generate touch tones, allowing the recipient to listen to a call recording and interact with the system. Answering machine detection - As the name implies, it detects whether or not a call is being picked up by an actual person. Call routing - Once the software recognizes a person or an answering machine, it takes action accordingly. * A voice modem is a device that enables the computer to play prerecorded voicemails and other forms of audio messages over the phone line.

Are auto dialers illegal?

Given that automated phone calling can seem too intrusive for the comfort of many individuals, there have been questions about their legality. There is, in fact, an existing law that limits the use of automated phone dialers. But don’t let that send you into a panic—unless you use them irresponsibly, there is nothing for you to worry about. To ensure you can avoid conflict with the law, partner with a reputable provider like RingCentral.

How much is an auto dialer?

Depending on your needs, be prepared to shell out a few hundred dollars for standard, downloadable software that can manage only one outbound call at a time, to thousands of dollars for professional, more advanced software that allows thousands of automated outbound calls per hour. Dialer software providers can charge upfront, per call, monthly, or annually. You’ll be able to save more when you get comprehensive cloud call center software like RingCentral Engage Voice.

What is the best auto dialer software?

The best dialer software is one that empowers your call center agents, boosts your outbound calling strategy, promotes workflow automation, and ultimately helps deliver enhanced customer experiences. RingCentral Engage, for instance, is an omnichannel contact center solution that features dialer systems aimed at championing your agents so they could deliver beyond expectations. Your best option is the one that can give you everything you need now and in the future.

Auto dialer

Q: What is an auto dialer?

An auto dialer is typically a software-based outbound contact center solution, which helps agents by automatically dialing customers’ phone numbers from a database of leads. Depending on the company using it, the system can be configured to play a prerecorded message or connect the call to a live agent. Basic dialing modes include: Predictive Dialers The software dials numbers even before agents are available Progressive Dialers The software dials numbers even before agents are available Preview Dialers The software delivers contact records prior to the call so agents can review them before engagement Automated phone dialers are widely used as customer support or telemarketing software, but their benefits are also being seen in other fields. Apart from outbound sales calls and surveys, you can also conduct calling campaigns as/for: Public reminders (e.g. government bodies advising constituents to vote) Emergency notification solutions (e.g. schools alerting parents of a campus emergency) Appointment scheduling and appointment reminders (e.g. doctor’s offices reminding patients of a scheduled visit)

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A contact center agent wearing a headset in front of a computer with inlay of RingCX auto dialer making a call to Alex Carter

Written by Andy Watson

Senior Manager, Product Marketing

Reviewed by John Finch

VP, Product Marketing, AI Customer Experience

Updated: 05 November 2024

Trusted By Thriving Businesses Everywhere

What is an auto dialer?

An auto dialer is a software-based outbound contact center feature, used to efficiently contact customers and prospects . Auto dialers help agents by automatically dialing customers’ phone numbers from a database of leads.

Depending on the company using it, the automated dialer system can be configured to play a prerecorded message or connect the call to a live agent. There are a range of different automatic dialer options and modes that businesses and contact centers can choose from:

Predictive dialers

In the case of predictive auto dialers, the software dials a lead or prospect even before an agent is necessarily available.

Predictive dialers are the most advanced type of auto dialer. They rely on algorithms to predict when one of your agents will be ready for a new call and whether the called party is likely to answer. Predictive dialers simultaneously dial a set ratio of calls (for example, three calls for every agent) and then automatically connect the call to an agent only when the call is answered. Metrics such as agent status, average talk time, and wrap-up time are all factored in to make the algorithms as accurate as possible.

Progressive dialers

Progressive auto dialing is a little different from predictive dialing. Rather than dialing a lead when it predicts any agent will be available, progressive dialing works on a one-to-one, agent-to-lead, basis.

This kind of auto dialer system waits a particular amount of time after an agent hangs up a call. It then automatically dials the number of the next lead from a given database for that agent.

Preview dialers

Preview dialers are similar to progressive dialers. However, they won’t automatically dial the next lead for an agent without input from that agent.

Instead, when an agent wraps up a call, preview auto dialers will send them info on the next lead. That might be as simple as their name and company or much more complex—usually with the help of an integration with your customer relationship management (CRM) software. The agent can then press a button to initiate the call, only when they’re ready.

Voice broadcast dialers

A voice broadcast dialer differs from other dialer types because it does not rely on agent availability.

Instead, it dials multiple contacts at once, plays a prerecorded message, and optionally allows the contact to connect to an IVR, virtual agent, or live agent if necessary.

A contact center agent wearing a headset with inlay of different companynumbers including toll free and international phone numbers

How does an auto dialer work?

An automatic dialing system isn’t a pain to set up. You typically only need the dialer software, a computer, a voice modem*, and an active telephone line. If you’re using VoIP, you won’t need a modem (or the physical telephone line).

It all starts with the auto dialing software telling the computer which numbers to auto dial and how to respond to different scenarios (i.e., when it gets a busy signal or a voicemail, or when a live person picks up the phone). But before the phone system connects, the software decides which number to call and the duration of talk time.

Calls are usually answered within 25 seconds, which is about the amount of time it takes for a phone to ring four times. If no one answers or if the system detects a busy signal, answering machine, or voicemail, the call will be dropped. For dropped calls, the auto dialer will have logic defined to determine if, when, and how many times to retry the call. .

* A voice modem is a device that enables the computer to play pre-recorded voicemails and other forms of audio messages over the phone line.

Enhance your call strategy with autodialing solutions in RingCX

Automatic dialing is an easy way to help your contact center agents reach more prospects and close deals faster. With RingCentral RingCX you can choose from each of the auto dialing options discussed above (and a manual alternative):

A row of smiling contact center agents with inlay of RingCX showing ongoing call

Progressive dialer

Gain phone dialing efficiency with the peace of mind that your customers will be connected with a live agent, every time, with a smart power dialer.

Progressive automated dialing works on a one-to-one basis, connecting one lead to one agent. Your system allows a predetermined amount of time between calls, and then automatically dials the next lead.

Best for:

Lead lists where quality contact with individuals means more than the quantity of leads being dialed.

Use cases:

Appointment setting
Scripted or repetitive calls
Upsell and cross-sell

Predictive dialer

Dial more often with fewer errors, with a predictive auto dialer.

Based on the settings you’ve laid down for your campaign, the automatic dialer intelligently predicts which agent is ready to handle the next call the soonest.

Best for:

Contact centers looking to improve sales agent contact rates or manage leads more effectively.

Use cases:

High volume sales
Market research
Political campaigns

A female contact center agent with earpiece in front of a laptop with inlay of predictive dialer featuring team member names

A female contact center agent wearing a headset looking at her screen featuring lead info in Yanis Patterson

Preview dialer

Make research and call-selection simple so call center agents can focus on developing a personal connection for each call.

Like progressive auto dialers, the preview alternative also works on a one-to-one basis. This time, however, your agent can review lead info ahead of the call. They can then press a button to dial the lead only when they’re ready.

Best for:

High-touch, high-value interactions giving agents time to research and prepare.

Use cases:

Fundraising
Financial portfolio discussions
Collections

Voice Broadcast Dialer

Connect rapidly with a large audience for simple messages, reminders, and announcements.

Voice broadcast mode operations on a one-to-many basis, without relying on agent availability. This allows you to reach a broad audience quickly.

Best for:

High volume, high-quality contacts such as existing customers.

Use cases:

Appointment reminders
Emergency alerts and announcements
Followup notices

A row of 2 contact center agents wearing headsets featuring the voice broadcast feature

A circular arrangement of gold coins each featuring a security or compliance logos including HiTrust, HIPAA, GDPR,m PCI DSS and more

TCPA safe dial

Sometimes, an automated dialer isn’t the best option. That’s why RingCentral RingCX also provides a full-featured manual dialer.

That dialer boasts a familiar agent UI and built-in compliance supporting tools to keep your contact center on the right side of the law.

Best for:

Safely calling customers with cellular phones that have not opted into a campaign.

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