Vendor
Rank
Five9
#1
Genesys
#2
NICE inContact
#3
Aspect
#4
ChaseData
#5
Convoso
#6
dialerAI
#7
User Reviews
4.6
Read Reviews
4.4
Read Reviews
4.3
Read Reviews
4.5
Read Reviews
4.9
Read Reviews
4.8
Read Reviews
5.0
Read Reviews
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Provider Overview
Monthly Costs RangeRequires Quote3 tiers, ranging from $69.99 - $129.99Requires QuoteRequires QuoteSmall Business $89, Professional $139, Enterprise $169Requires Quote10 Ports $99/mo, 100 ports $300/mo, 500 ports $900/mo, 1000 ports $1500/mo
Requires Contract
No
No
No
Yes
No
No
No
Types of Call Center Solutions OfferedInbound, Outbound, BlendedInbound, Outbound, BlendedInbound, Outbound, BlendedInbound, Outbound, BlendedInbound, Outbound, BlendedInbound, Outbound, BlendedOutbound
Customizable Plans
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Setup Fee
Yes
Fees Vary
Yes
Varies By Plan
No
Free Setup
Yes
No
No
No
Number Port Fee
Yes
Yes
Yes
Yes
No
No
No
International Calling Options
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Money Back Guarantee
No
N/A
No
N/A
No
N/A
Yes
Yes
Free Trial
Yes
Free Trial
No
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Available Features
Call Recording
Yes
Yes
Yes
Yes
Yes
Yes
No
Callback Options
Yes
Yes
Yes
Yes
No
Yes
Yes
Campaign Specific Caller ID
Yes
Yes
No
Yes
Yes
Yes
Yes
Cloud APIs
Yes
Yes
Yes
Yes
Yes
Yes
Yes
CRM Integrations
Yes
Yes
Yes
Yes
Yes
Yes
No
Customizable Dashboards
Yes
Yes
Yes
Yes
Yes
Yes
No
Data Reporting
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Dialer List Management
Yes
Yes
Yes
Yes
Yes
Yes
Yes
DNC Compliant
Yes
Yes
Yes
Yes
Yes
Yes
Yes
FCC Compliant
Yes
Yes
Yes
Yes
Yes
Yes
No
FTC Compliant
Yes
Yes
Yes
Yes
Yes
Yes
No
Location Specific Caller ID
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Preview Dialer
Yes
Yes
Yes
Yes
Yes
Yes
No
Power Dialer
Yes
No
Yes
Yes
Yes
Yes
Yes
Reporting & Analytics
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Script Design Options
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Smart Retry
No
No
No
Yes
Yes
Yes
Yes
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Network
Number of Data CentersUnder 1044N/AN/A30N/A
Fully Redundant Network
Yes
Yes
Yes
2 in the US, 2 in Europe
Yes
2 in the US
Yes
Yes
No
N/A
Service Level Agreement
Yes
Yes
Yes
Yes
Yes
Yes
No
N/A
Uptime Guarantee
Yes
Yes
99.99%
Yes
99.99%
Yes
99.99%
Yes
99.99%
Yes
99.99%
No
N/A
Realtime System Status Monitoring
No
Yes
Yes
No
No
No
No
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Customer Support & Service
Hours of Operation24/7/36524/7/36524/7 emergency care, 12p-5p standard customer care. Care plus increases to 24/7 customer care, plus a dedicated rep24/7/3658am to 6pm ESTMon to Fri: 5am to 6pm PST, Sat to Sun: 6am to 5pm PSTMon to Fri - 9am to 7pm Sat: 9am to 7pm Sunday: Closed
Telephone Support
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Instant Chat
Yes
No
Yes
Yes
Yes
No
No
FAQs Section
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Online Ticket Submissions
Yes
Yes
No
Yes
Yes
Yes
Yes
In Person Training
Yes
Yes
Yes
Yes
No
No
Yes
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Requires Quote
4.6
Read Reviews
Get Quote
3 tiers, ranging from $69.99 - $129.99
4.4
Read Reviews
Get Quote
Requires Quote
4.3
Read Reviews
Get Quote
Requires Quote
4.5
Read Reviews
Get Quote
Small Business $89, Professional $139, Enterprise $169
4.9
Read Reviews
Get Quote
Requires Quote
4.8
Read Reviews
Get Quote
10 Ports $99/mo, 100 ports $300/mo, 500 ports $900/mo, 1000 ports $1500/mo
5.0
Read Reviews
Get Quote

Predictive Dialer Software Reviews from Users:

  • We are using this product for quite...

    We are using this product for quite some time. While we find this solution satisfying all our needs, we found...

    - Serge S.
    More Reviews
  • We have been using Five 9 for 2 years...

    We have been using Five 9 for 2 years now and it has been a success in our company. Easy to use and you...

    - Heri V.
    More Reviews
  • Easy to navigate and the reporting...

    Easy to navigate and the reporting features are very useful. Used IED in the past and it was a horrible...

    - Diana P.
    More Reviews

What to Look for in Predictive Dialer Software Providers:

Not all predictive dialer solutions or providers will be created equally. While they might all set out to accomplish the same goal, different solutions will focus on different aspects or include different functionality. When searching for a predictive dialer solution, these are some of the best functions that your business will want to be on the look out for. Depending on how your business plans to use the predictive dialer, these aspects might not all apply directly.

1. Support For Major Phone Providers and ACD

Any call center would not be complete without an automatic call distributor, directing calls to the correct agent each time. Your business should ensure that the predictive dialer software chosen will integrate well with existing business VoIP solutions, as well as ACD systems to provide the best possible service, and avoid any configuration issues.

2. Regulatory Compliance

Outbound call centers must follow specific regulatory compliance, including compliance with the national Do Not Call Registry. Its imperative for your predictive dialer software to comply with these regulations to avoid potentially calling the wrong number. With built in compliance, your agents no longer have to worry about calling the wrong number, as the system will weed out numbers automatically.

3. Local Numbers

To offer your callers with the best experience possible, your predictive dialer solution should include support for local numbers. This enables your call center to dial out to clients with a familiar number, increasing the chance of a call connecting with a lead.

4. Pacing Algorithm Adjustability

Predictive dialers utilize “pacing algorithms” to best determine how quickly to dial new calls by estimating gent availability at any given time. With the ability to adjust the pacing algorithm, your business can gain a stronger grasp on how effective and efficient your predictive dialer software will be.

5. List Management Capabilities

Predictive Dialers should have the ability to effectively track manage campaign lists to prioritize hot leads, while shelving colder leads. Sometimes your call center might even need to redial a specific lead, and this can be done through campaign list management.

Important Features to Consider

When searching for a predictive dialer solution, these are some of the absolute key features that your business should be on the look out for. Not every single predictive dialer software will include all of these features, and not every single business will need everyone of these features. However, when searching for a complete solution, it is important to look beyond just standard calling functionality.

1. Answering machine detection

Now this may seem like a standard, but its possible to find predictive dialers without answering machine detection. Since these dialers are routinely calling numbers one after the other, its possible to have the call answered by an answering machine. To prevent this waste of time, some predictive dialer solutions can determine when they receive an answering machine, and hang up and dial a new number.

2. Disposition Codes

Disposition codes allow agents to label the status or outcome of calls with a quick note. These could include “busy signal,” “disconnected,” “call transferred,” “reached answering machine,” or many other labels. This would then allow managers to quickly glance through a list of calls made that day for a quick update on the day’s progress and the outcome of all calls.

3. CRM and WFO integration

Both Customer Relationship Management and Workforce Optimization tools are incredibly important to any call center. By integrating your predictive dialer into these two solutions, your business gains even deeper insight into every call, as well as a greater ability to maximize agent efficiency through the combination of WFO and predictive dialing.

4. SMS and email integrations

Phone calls are still an incredibly important aspect of any call or contact center, but they certainly aren’t the only method used by customers. SMS and email are quickly becoming popular channels for clients to communicate with a business. Integration with these channels would allow agents to send follow up messages, or even automatically generated responses when a phone call ends.

5. Time Zone Restrictions

Not everyone lives in the same exact time zone, and calling at the wrong time can make or break a sale. With time zone restrictions, your predictive dialer solution will only place calls in certain time zones at specific points during the day. This helps improve overall connection rates and call center performance.

6. Adjustable Scripts

If your business is utilizing a predictive dialer without agents, then it will be crucial for the predictive dialer to support adjustable scripts. Not every single call will be the same, and utilizing the same script for different regions, different products or different demographics just doesn’t cut it. With the ability to customize and adjust scripts, your business can ensure each call leads to a closed deal.

7. Smart Retry

Phone calls are dropped and disconnected accidentally all the time. With a Smart Retry function, your predictive dialer solution will be able to automatically redial the number as soon as a call is lost. This frees up the agent from having to call back, or asking the client to provide a call back number, and helps save crucial time when a dropped call does occur.

8. Call-back features

Calls won’t always go smoothly, and sometimes they can accidentally end prematurely. With call-back features included in a predictive dialer system, your agents can automatically be reconnected when a call drops, without having to interrupt the flow of calls or even dial the number themselves.

Final Thoughts to Shoppers:

Its very easy to be persuaded by a shiny feature list, or what seems like too good to be true pricing. However, searching for the cheapest solution can land your business in a contract with a solution missing critical functionality, and just buying based off the biggest feature list can have your business paying extra for features that aren’t even going to be used. In order to find the best predictive dialer solution for your business, you have to find that sweet spot where you get the features you need at a low price.

Predictive dialers, like all solutions, do have their downsides: agents might be entering calls blind without any context, and there is also increasing public backlash against the use of predictive dialers. However, that doesn’t mean they are to be forgotten. When used correctly, predictive dialers an offer a massive efficiency boost to any outbound call center.

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