Best Predictive Dialer Software & Solutions for 2024

How We Evaluated the Dialer Providers

We used the below criteria to both identify standout auto dialer software and evaluate the platform’s overall impact on agent and customer experience:

• Ease of Use: Is the software intuitive and user-friendly? Are low-code, no-code, and/or drag-and-drop customization options available? Does the interface simplify the setup process, or make updating routing rules and call flows overly complicated?
• Customer Support: Is 24/7 customer service provided across multiple communication channels–and if so, which plans include 24/7 support? Is customer support mostly automated via self-service tools, or is it easy to connect with a live agent when needed? How detailed is the provider’s online knowledge base? Does it include how-to videos, FAQs, product documentation, etc.? Are premium support options available?
• Security and Reliability: Is the software secure and reliable with features like SSO, end-to-end data encryption, multi-factor authentication, and geographically redundant data centers? Does the provider offer a minimum 99.9% guaranteed uptime? Is the platform HIPAA, GDPR, SOC 3, and PCI compliant?
• User Control and Customization: Does the software allow users to customize the maximum number of calls per agent, the max number of calls in queue, ACW rules, answering machine detection (AMD), call recording preferences, caller ID, etc.?
• Other Dialing Modes: What other dialing modes does the provider offer besides predictive dialing?
• AI capabilities: How does the software leverage artificial intelligence to predict call volumes, agent availability, and customer sentiment? Are other advanced AI features included, such as scheudle forecasting, smart routing, post-call summaries, and agent assist?
• Integrations: Does the platform integrate with a wide range of CRM systems and helpdesk software in addition to more industry-specific applications?

What Is a Predictive Dialer?

A predictive dialer is an algorithm-based automatic dialer mode that places simultaneous outbound calls to lead list phone numbers while the agent is finishing up their current phone call–transferring agents to live prospects only.

Predictive dialers eliminate the process of manually dialing numbers and automatically filter out voicemail boxes, disconnected or busy phone lines, and unanswered phone calls. They dial multiple phone numbers simultaneously, but only transfer calls to agents when a live prospect is on the other line and ready to speak with a representative.

Predictive dialers speed up lead list scrubbing and penetration, increase outbound call volumes, and free up live agents. They also help contact centers increase conversion rates without overburdening agents.

Predictive dialers are only one type of autodialer. Other auto dialing modes include progressive, preview, power, and TCPA safe dialer.

How Does a Predictive Dialer Work? 

A predictive dialer works by developing and continually improving a call pacing algorithm, a calculation that automatically adjusts outbound dialing speed and the number of simultaneous outbound calls.

The pacing algorithm is also adaptive, meaning it will adjust automatically based on the number of agents available.

In addition to automatic algorithm adjustments, admins (and sometimes agents) can manually adjust the outbound dialing speed.

Manual adjustments, especially slowing the pacing ratio, can reduce agent burnout and ensure contact center agents are compliant with TCPA (Telephone Consumer Protection Act) regulations.

Three main factors impact the performance and efficiency of predictive dialers:

• Call Abandonment Rate: Predictive dialers are designed to minimize call center abandonment rates and reduce agent idle time. As call abandonment rates rise, predictive dialers automatically slow the call pace
• Campaign management and call center size: Predictive dialers perform best with large campaigns and plenty of statistical data, as they leverage machine learning to continually improve over time
• Agent statistics: Predictive dialing software uses significant real-time agent and call center data to optimize the campaign management process and improve call pacing. Current agent status (user presence) and KPIs like  average call duration, ACW time, and real-time inbound: outbound call ratios are especially influential.

On-Premise vs Cloud-Based Predictive Dialer 

Another decision your business needs to make when choosing a predictive dialer software is whether an on-premise or cloud-based solution is the ideal option

Predictive Dialers vs Power, Progressive, and Preview Dialers

Predictive dialers are just one of several outbound auto dialing modes, alongside Power, Progressive, and Preview dialers.

Below, we’ll outline the differences between each mode and weigh in on which one best fits your business needs.

But first, here is a quick overview of the differences between the four main types of auto dialers:

Predictive Dialers

Predictive dialers use live call center activity data and historical business intelligence to predict when agents will become available, identifying the optimal time to place simultaneous outbound calls accordingly.

Dialing Strategy

• Places the next call(s) while the agent is finishing up the previous one
• Only connects the agent to a live lead
• Automatically adjusts pacing based on an algorithm

Agent Control

• Agents can pause/adjust dialing pace
• Agents can choose whether or not to leave voicemail messages for unanswered calls

Best For

• Increasing agent talk time and outbound call volume
• Eliminating agent idle time
• Boosting call center productivity levels and improving lead generation process
• Avoiding hiring additional agents

Power Dialers

Power dialers place calls one number instantly after another, without any preset after-call work time between calls. If there is no answer or a number is busy, the dialer moves to the next call automatically without any input from the agent.

Dialing Strategy

• The next lead list phone number is placed after the previous call is complete
• Shows agents a CRM pop-up of existing caller data only once the live call is connected

Agent Control

• Available agents can’t choose to skip/accept calls
• Agents can choose whether or not to leave a voicemail message
• Agents have little control over call routing

Best For

• Telemarketing firms and outbound call centers where agents rely on call scripts to maximize daily outbound call volume
• Businesses prioritizing lead list penetration over personalized customer service

Progressive Dialers

Progressive dialers automatically initiate calls after a set period of time at a ratio of one call per agent. When an agent finishes a call, the next number is automatically dialed or queued up for the agent to initiate with click-to-dial.

Dialing Strategy

• Shows agents lead data/interaction for a preset amount of time
• Counts down until it automatically places the next call

Agent Control

• Agents cannot choose to skip or accept calls
• Agents cannot control the after-call work time limit (time before the next call is placed)

Best For

• Second outreach attempts where lead qualification and filtering are the primary goals
• Teams that need to provide a moderate level of personalization, but can’t spend too much time on each call

Preview Dialers

A preview dialer will bring up information on contacts from the company’s CRM or the internet to display to agents before placing a call.

Dialing Strategy

• Automatically displays prior caller ID, interaction notes, and data–allowing agents to review the call history at their own pace before hitting the “dial” button

Agent Control

• Highest level of agent control
• Agent indicates when they’re ready to start the dialing process for the next phone number
• Agent decides whether to skip or accept calls when using a power dialer

Best For

• Larger order follow-ups and/or closing sales calls requiring personalized, data-driven agent: customer communication
• Customer service/tech support calls that require agents to review tickets and agent notes regarding prior support interactions

Predictive Dialer Key Features

Whether you opt for an on-site or cloud-based predictive dialer system, look for top predictive dialer features and functionality like:

• List Management And Lead Filtering: Lets admins create, monitor, update, tag/label, and work through multiple call lists at the same time, adding a unique workflow to each (add automated SMS messages, enable outbound IVR, provide automated customer callbacks, etc.)
• Call Disposition Codes: Allows agents to select one of several preset “codes” based on the customer’s response or call outcome, speeding up after-call work
• Adjustable Pacing: Admins can manually adjust the dialing rate to reduce agent workload, or switch up the number of simultaneous calls
• CRM Integration: Uses CTI screen pops to automatically display relevant Customer Relationship Management (CRM) data on agent screens during active calls–no app switching required
• Answering Machine Detection: Determines if an outbound dialer is being transferred to a voicemail box or a live person
• DNC Management: Automatically filters out lead lists and customer phone numbers that are registered with the Do Not Call database
• Local Presence: Includes local virtual phone numbers that create a local presence in the areas where your target markets live
• Agent Assist and Call Scripts: Searchable/automatic call script database with automated agent assistance pulled from the integrated internal knowledge base data
• Voice Broadcasts: Automatically send mass pre-recorded messages to all the numbers on a campaign list (also called voicemail drop)
• Call Monitoring: Call monitoring lets managers listen in on real-time calls, speak to the agent via call whisper, or use call barge to take over calls
• Call Recording: Records and often transcribes inbound calls and outbound calls, allows admins to set customizable call recording rules and retention periods
• Call Metrics and Analytics: Real-time/historical analytics with template-based and custom call center KPIs offer insight into customer behavior, agent productivity, peak call times, agent performance, etc.

Benefits of Predictive Dialers

Below, we’ll examine the top predictive dialer benefits.

• Lower Operating Costs: Significantly decrease call center operating costs by eliminating the need to hire additional sales agents, lowers the average cost per contact, shortens Average Handle Time (AHT)
• Increased Sales and Productivity: On average, sales reps only spend about 28% of their time actually selling. Predictive dialers automate time wasters like manual dialing and post-call data entry for outbound campaigns
• Decreased Agent Turnover: Eliminates tedious work tasks like manually dialing numbers, filtering out busy signals and unanswered calls, uses automated CRM CTI screen pops and in-call Agent Assist, automates follow-ups and post-call work
• Improved Lead List Management: Streamlines call center management and increases contact rates by ensuring quality leads are followed up with, tracked, and updated
• Scalability and Flexibility: Tiered, pay-as-you-go pricing models ensure call centers only pay for the features they need–never the ones they don’t
• Automated TCPA (Telephone Consumer Protection Act) and Regulatory Compliance: Automatically updates Do Not Call Lists, and regularly updates and maintains TCPA compliance documentation for your phone system

Predictive Dialer Software Use Cases

Predictive dialers can greatly increase call center efficiency, but they aren’t a perfect fit for every situation. Here are some popular use cases for predictive dialers.

• Software/IT: Predictive dialers let companies reach a large number of contacts in a short amount of time–especially ideal for proactive customer support and outreach, product update notifications, contract renewal, and data breach management/notification
• Sales: Predictive dialers only connect agents with live calls, enabling sales teams to more easily upsell, cross-sell, and confirm/update customer contact information without wasting time leaving voicemail messages
• Political Campaigns/Nonprofits: Predictive dialers make multiple calls at once and use voicemail drop, ideal for collecting donations, providing polling and election information, playing pre-recorded candidate statements or other information, sending out event invitations, and making thank you/follow-up calls
• Marketing Research: Predictive dialers help marketing research teams administer customer experience surveys and collect feedback across multiple customer journey touchpoints
• Healthcare: HIPAA-compliant predictive dialers assist healthcare teams with appointment reminders, follow-up scheduling, insurance processing, medication updates and reminders, and patient information collection and verification
• Debt Collection: Predictive dialers help debt collection agents reach as many debtors as possible without getting burned out by answering machines

Limitations of Predictive Dialer Software

Though predictive dialer software can greatly increase daily call output volume, average talk time, and sales revenue, potential limitations include:

• Lack of contact information: Predictive dialers do not give live agents the opportunity to review caller history/CRM data before speaking with a lead, which can lead to a lack of personalized, skill-based customer service
• Answering machine detection isn’t always perfect: Software may incorrectly detect a voicemail box and disconnect a call with a live person. The quality of the detection is dependent on the provider
• Lack of agent control: Predictive dialers do not give agents as much control as other dialers. For example, agents cannot choose whether to accept a call as they are automatically connected
• Large data set required: Predictive dialers base their algorithms on call center data such as abandon rates and AHT. Smaller call centers may not have enough data for a precise algorithm
• Calls are placed before agents become available: While this is also a strength of predictive dialers, if too many calls are placed before agents become available, contacts will hear a long silence before an agent is connected, and they may abandon the call

How to Choose an Auto Dialer Software

To choose the best predictive dialer for your needs, use the following process:

1. Consider your business needs
2. Ensure customer relationship management compatibility
3. Make sure to get the best value within budget
4. Request a demo or sign up for a free trial

Step 1: Consider Your Business Needs

Each business is unique when it comes to short and long-term goals, customer demographics, and how team members communicate. No dialing solution will be a perfect fit for every company, but thankfully, there are many options.

To find the best fit for your company, consider the following factors:

• Call center size: How many agents will use the auto dialer features, and how many outbound calls will each agent place per day? Will agents need to preview contact information before speaking with customers? What is your call center’s average daily call volume, and how will the auto dialer software you select help to manage that volume?
• Desired features: Which predictive dialer features are the most important to your business, which ones would be nice to have, and which ones aren’t essential? Does your company require the ability to send pre-recorded messages? Do you need multiple dialing modes or just one? Would customizable analytics dashboards be helpful? Do you need access to all these features immediately, or would you prefer to scale up your contact center functionality over time?
• Ideal customer preferences: Note who your ideal customers are and how you can best cater to them. Do they require extremely personalized service, or is it more important for your agents to reach as many contacts as possible?
• Company goals: Identify the metrics that need the most improvement in your contact center, such as wait times, abandonment rates, CSAT scores, agent performance, etc.
• Current phone system costs: Determine what you’re currently spending on communication and how much more it would cost to add automatic dialing software. You may be able to switch to an all-in-one CCaaS platform to avoid additional costs

Step 2: Ensure Customer Relationship Management Compatibility

All auto dialers are made to work with CRMs, as this is how your auto dialer will know which numbers to dial. Most auto dialers also display essential information such as contact details and purchase history to agents either during or before an active call.

If you already use a CRM like Salesforce, Zendesk, or Hubspot, make sure the auto dialer is compatible with the platform you use to avoid having to train employees on a new system. Check that any VoIP hardware you use, such as desk phones and headsets, is compatible with the auto dialer.

Step 3: Get the Best Value Within Budget

While it’s vital to keep to your budget, keep in mind that many providers in the same price range differ regarding available features, security standards, and network reliability.

Similarly, cheaper plans may end up being expensive if you have to pay extra for auto dialing capabilities. If using a full service CCaaS solution, it’s generally cheaper to upgrade to a higher tier that includes auto dialing than to purchase the tool a la carte.

Look for a provider and pricing tier that includes all your must-have features while minimizing unnecessary extras.

Step 4: Request a demo or sign up for a free trial

Once you have narrowed down your top choices, use the provider’s free trial and demos to evaluate ease of use and ensure the platform meets your business needs. Free trials let agents learn the software and give their feedback.

• Free trial: Have your agents test the interface and see how easy it is for them to make pacing adjustments, accept calls, etc. Have supervisors and admins generate analytics reports and experiment with algorithm modifications. Collect employee feedback.
• Video tutorials and demos: Although there is nothing like using a product in real-life situations, you can get a general sense of platform usability by watching tutorials or during a provider demo. Watch several videos if possible, and pay special attention to the dashboard and admin screen.

Future Trends of Auto Dialers

The auto dialer software market is predicted to hit $542.7 million globally by 2025, growing at a CAGR of 9.2% per year.  Advancements in AI and cloud telephony will undoubtedly have a large impact on auto dialers, strengthening their ability to improve business performance and productivity and resulting in higher adoption rates.

Here are a few trends to look out for when it comes to auto dialers:

• Smart Skills-Based Routing: Auto dialers can leverage AI to automatically guide customers to the best agent based on predefined skills such as product knowledge and language adeptness.
• Real-time transcription: Call transcription is a critical tool for reviewing escalated calls and training new agents. When managers have the ability to see what is happening on a call in real-time it enables them to intervene before it’s too late. As voice recognition and NLP continue to improve, call transcription will become more precise and accurate.
• Generative AI: Advancements in generative AI are having a huge impact on contact center software with 85 percent of business executives stating that they plan to integrate generative AI within the next two years. Auto dialers are already starting to leverage generative AI to analyze large data sets, such as transcripts and call data, and use this data to generate summaries, coach agents through calls, predict staffing needs, and more.
• Greater Regulation on Consent: Consent is an important issue when it comes to auto dialers. As auto dialers become more efficient, there will likely be more inquiries into how consent is gained, kept, and handled. Businesses and CCaaS providers will have to implement clear and strong consent management procedures.

Implementing auto dialer software is a great way to ensure your contact center is future-proofed and equipped to handle the changing expectations of modern customers.

FAQs

Below, we’ve answered the top predictive dialer FAQs.