Best Automatic Dialer Software for Outbound Calling In 2023
Scalable auto-dialing software is provided by cloud-based contact centers like Five9 and NICE CXone that don’t need additional gear, infrastructure, or setup beyond an internet-connected device.
Here are the Top Companies That Make Auto Dialer Software
Five9
Talkdesk
NICE
Genesys
Dialpad
Convoso
Five9
Five9’s search systems offer four basic search methods — advanced, pre-addressed, pre-addressed, and automated — and are available as stand-alone software or integrated with Five9’s Call Center Dialer. These search systems are TCPA compliant.
From the agent’s perspective, Five9’s search system integrates seamlessly with outbound search interfaces and other tools. Agents can easily select campaigns, manage voicemails, review previous calls, and make calls from an active contact list.
Five9 Dealer easily connects to other Five9 contact centers, imports outbound call data, and creates dynamic call lists and contact profiles. Agent scenarios allow supervisors to provide agents with specific target and recipient scenarios for each call or contact in real-time.
Unique Features
Campaign Selection
When setting up an outbound call from the Five9 toolbar, agents can select a specific campaign from a checklist and open a list of agent contacts and phone numbers associated with that campaign. It allows managers to easily assign all campaigns to agents and know who to contact.
Digital communication
Reconnect with customers who don’t answer the phone by sending them emails or SMS with predefined and personalized messages.
Who Should Use Five9?
With its comprehensive and versatile call center functionality, Five9 is ideal for medium to large businesses or those planning a significant expansion.
NICE CXone
NICE CXone Personal Connections is NICE’s proactive outbound dialing technology, specifically designed to avoid the annoying interruptions that often occur when an answering machine takes calls.
NICE CXone Outbound Dialing
CXone quickly identifies customer voicemails, allowing agents to leave automated messages with a single click and move immediately to the next outbound call. The software maximizes agent productivity by bridging the gap between automated inbound and outbound calls; CXone provides scripts and customer profiles for all interactions and considers customer preferences, allowing agents to conduct scripted and unscripted calls and outbound email and SMS campaigns.
Unique Features
Skill-based Campaign Management
Supervisors can create, customize and measure agent skills by selecting specific media types and assigning a numerical score to each agent.
Customized Campaigns
Create outbound campaigns by uploading contact lists and selecting filters (such as specific geographies or prospect types) to ensure that each movement and agent reaches your target audience.
Scripts
Ensure each conversation is relevant to the brand by providing each agent with a complete contact profile and hands for outbound interactions.
Who Should Use NICE CXone?
For businesses that expect to be contacted by many new customers and prospects, NICE calls reduce downtime and significantly increase the number of contacts, especially for first-time callers.
Talkdesk
Integrate Talkdesk Dialer with the Talkdesk contact center to easily add and update contact lists, create and manage campaigns, assign agents, and check the status of outbound call queues in real-time.
Talkdesk Dialer
Create campaigns in an intuitive and easy-to-use way. Name your campaign, set its priorities, and select a dialing mode (predictive, progressive, or advanced). Define the frequency of calls to available agents, the frequency of answering calls when agents are unavailable, and the time of day the Dialer activates the campaign.
You can manage and import contact lists, select the incoming numbers associated with each dialing campaign, set the maximum number of outgoing calls per recipient before they are rejected, and set a “repeat delay” when the dialer returns previously unanswered numbers.
Talkdesk’s powerful predictive dialer includes personalized processing and automatic response detection (ARD). The call center includes real-time tracking and advanced reporting to rank each campaign.
Unique features
Dashboards
Supervisors can access multiple dashboards and reports by agent or campaign. Customized reports and dashboards can be created to track real-time and historical call activity, call abandonment rates, response rates, total outbound calls, outbound wait times, and call durations.
Campaigns can be easily managed. Set priorities for each campaign and define parameters such as call wait time and number of concurrent contacts. Download call lists from custom CSV files or import them directly from the integrated CRM.
Proactive Notifications
Send event-based notifications via SMS, email, or social media based on customer preferences. Automated messages can be configured with content and event triggers, such as appointment reminders or order confirmations. These messages save agents time in contacting other potential customers.
Who Should Use the Talkdesk System?
Talkdesk’s excellent campaign management capabilities make it ideal for large organizations that simultaneously manage campaigns for multiple destinations, including campaigns for specific products or departments.
Genesys Cloud CX
Genesys Cloud CX includes pre-targeted, proactive, and manual CallingCalling. The software combines automated call operators with a dedicated IVR to interact with customers via voice, SMS, mobile web chat, and email and provides automatic callbacks, notifications, and call tracking.
Unique Features
Outbound Multi-Channel IVR
The system automatically communicates with recipients through an advanced multi-channel IVR menu. Customers can listen to messages with DTMF options, share directly with agents, and perform actions such as receiving SMS notifications.
Voice Analytics and Reporting
Reports on campaign performance, including contact and call metrics and the number and percentage of calls placed on hold and missed. Speech analytics identify trends such as customer sentiment and best words for agent scripts and IVR menu options.
Who Should Use Genesys Cloud CX?
Genesys Cloud CX is ideal for businesses that need external dialing on affordable phone plans, as it offers automatic dialing on all phone plans, including the cheapest.
Dialpad
Dialpad offers UCaaS and CCaaS plans, but the sales-focused programs offer advanced dialing, call recording, SMS, AI support features, analytics, and CRM integration.
The sales-focused offering includes only advanced dialing, but not progressive or predictive Calling, which integrates with CRM software to provide customer context that mimics the characteristics of previous interactions.
Dialpad automatically records and logs all calls, providing unlimited access to both features. Real-time artificial intelligence helps capture the recordings and assists agents with suggestions, guided responses, and knowledge-based feedback. The agent dashboard provides an overview of all agent tools, messages to be sent, and pre-recorded voice messages to be played after the agent has contacted the recipient.
Unique Features
Real-time AI Help
Dialpad’s Agent Help tool automatically appears during all customer interactions and provides agents with real-time transcription and assistance, including timely responses, knowledge base suggestions, and training tips.
Real-Time Transcription
Dialpad provides unlimited recording and transcription of all calls to assist agents and managers. Transcripts are recorded during each call and can be viewed, downloaded, and shared by anyone.
Who is the Dialpad For?
The Dialpad is best suited for small contact centers that do not require complex routing because the Power Dialer, unlike predictive dialing, does not allow multiple agents to route calls simultaneously.
Convoso
Convoso is an outbound contact center software dedicated to sales and lead acquisition. Auto dialing tools include pre-dialing, pre-addressed, progressive, and advanced dialing.
This multi-channel software covers phone calls, emails, and SMS and allows outbound communications tailored to customer preferences. Convoso includes
- Advanced reporting
- The ability to manage dozens of user campaigns simultaneously
- Automatic agent assignment
- Call center monitoring
- Skill-based routing of inbound calls
Automated Calling allows agents to quickly process tasks, voicemails, and follow-ups for each call using AMD technology, rapid retraining, and workflow automation. During a call, agents can retrieve scripts and quickly initiate voicemails with a single click.
Unique Features
Intelligent caller ID reputation management
With Convoso’s ClearCallerID, you can manage caller ID reputation in your call center and see if your number has been blocked or reported by a primary carrier or if someone has filed a complaint with the FTC. With Convoso, you can quickly change these numbers and inform operators that you are legitimately using their numbers so that your caller IDs are not reported as spam.
Who is Convoso for?
Convoso is ideal for companies focusing mainly on outbound sales and contact management.
