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What is an auto dialer?
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
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
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.Â
Preview dialers
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.Â
Voice broadcast dialers
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.
How does an auto dialer work?
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
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
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
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.
ELEVATE THE AGENT EXPERIENCE
Arm agents with the information, tools, and guidance they need to own every moment
Keep agents well-informed
with quick access to customer information and seamless syncing between agent UI and external applications