|User Reviews||Read Reviews||Read Reviews||Read Reviews||No Reviews||Read Reviews||Read Reviews||Read Reviews|
|Monthly Costs Range||Requires Quote||3 tiers, ranging from $69.99 - $129.99||Requires Quote||Requires Quote||Small Business $89, Professional $139, Enterprise $169||Requires Quote||10 Ports $99/mo, 100 ports $300/mo, 500 ports $900/mo, 1000 ports $1500/mo|
|Types of Call Center Solutions Offered||Inbound, Outbound, Blended||Inbound, Outbound, Blended||Inbound, Outbound, Blended||Inbound, Outbound, Blended||Inbound, Outbound, Blended||Inbound, Outbound, Blended||Outbound|
|Setup Fee||Fees Vary||Varies By Plan||Free Setup|
|Number Port Fee|
|International Calling Options|
|Money Back Guarantee||N/A||N/A||N/A||Free Trial||Free Trial|
|Campaign Specific Caller ID|
|Dialer List Management|
|Location Specific Caller ID|
|Reporting & Analytics|
|Script Design Options|
|Number of Data Centers||Under 10||4||4||N/A||N/A||30||N/A|
|Fully Redundant Network||2 in the US, 2 in Europe||2 in the US||N/A|
|Service Level Agreement||N/A|
|Realtime System Status Monitoring|
|Customer Support & Service|
|Hours of Operation||24/7/365||24/7/365||24/7 emergency care, 12p-5p standard customer care. Care plus increases to 24/7 customer care, plus a dedicated rep||24/7/365||8am to 6pm EST||Mon to Fri: 5am to 6pm PST, Sat to Sun: 6am to 5pm PST||Mon to Fri - 9am to 7pm Sat: 9am to 7pm Sunday: Closed|
|Online Ticket Submissions|
|In Person Training|
3 tiers, ranging from $69.99 - $129.99
Small Business $89, Professional $139, Enterprise $169
10 Ports $99/mo, 100 ports $300/mo, 500 ports $900/mo, 1000 ports $1500/mo
Predictive Dialer Software Reviews from Users:
Overall, I like the Genesys products...More Reviews
Overall, I like the Genesys products and service. I do think it’s a bit expensive to license users which...
It is the worst call center VOIP...More Reviews
It is the worst call center VOIP application I have ever used. It never works as intended, support gives...
sorry for the second submit, closed out...More Reviews
sorry for the second submit, closed out before i could get a screen cap.
overall, i like genesys service...
What to Look for in Predictive Dialer Software Providers
While all predictive dialer software aims to accomplish the same goal, every solution includes different features. When searching for a predictive dialer product, these are some of the best functions that your business will want to be on the lookout for.
1. Support For Major Phone Providers and ACD
Call centers need automatic call distributors to stay competitive. These tools direct calls to the agents and keep the ball rolling.
Your business should ensure that the predictive dialer software chosen will integrate well with existing business VoIP solutions. It should also work with your ACD systems to provide the best possible service and avoid any configuration issues.
2. Regulatory Compliance
Outbound call centers must follow specific regulatory compliance. This includes compliance with the national Do Not Call Registry.
Your predictive dialer software must 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 agent 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. This allows you 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 Predictive Dialer Features to Consider
When searching for a predictive dialer solution, these are some of the key features that your business should be on the lookout for. Not every single business will need every one of these features but a complete solution needs more than simply standard calling functionality.
1. Answering machine detection
While this may seem like a standard, it’s possible to find predictive dialers without answering machine detection. Since dialers are routinely calling numbers one after the other during the day when people aren’t home, it’s possible to connect to an answering machine.
To prevent this waste of time, some predictive dialer solutions can determine when they receive an answering machine, hang up, then 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,” “answering machine,” or other labels.
They allow managers to quickly glance through a list of calls made that day to see the day’s progress and the outcome of all calls.
3. CRM and WFO integration
Both customer relationship management and workforce optimization tools are important to any call center. By integrating your predictive dialer into these two solutions, your business gains even deeper insight into every call.
Your call center will also 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. However, they’re not the only contact 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 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 certain times.
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. Using 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. It also 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. They’ll never have to interrupt the flow of calls or even dial the number themselves.
How to Choose Predictive Dialing Software
It’s easy to be persuaded by a feature list or a great price. However, searching for the cheapest solution can land your business in a contract with a solution missing critical functionality. Buying based on the biggest feature list can have your business paying extra for features that aren’t even going to be used.
To find the best predictive dialer solution for your business, you have to find a solution offering the features you need at a low price.
With the wrong solution used improperly, agents might be entering calls blind without any context. On top of that, there’s increased consumer backlash against the use of predictive dialers.
However, they’re a powerful solution that, when used correctly, offer a massive efficiency boost to any outbound call center. Check out our comparison of on-demand versus subscription-based dialers to find the pricing structure best for your business.
Predictive Dialer Software - Additional Resources
- The Beginner’s Guide to Understanding Predictive Dialer Software
- Calling All Contact Centers: Analyze and Optimize with Big Data
- How Auto Dialers Work
- Call Center vs Contact Center Solutions: What’s The Difference?
- The Definitive Guide to Understanding Automatic Dialers
- Call Center Software Pricing: A Detailed Look at the Top Solutions in 2019
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