Auto dialer: Connect with more leads in less time
Drive more conversations with automation — using predictive, progressive, and preview dialers built into RingCX.
RingCX is a comprehensive omnichannel contact center solution that delivers advanced outbound management capabilities designed to maximize agent productivity and campaign success. The platform seamlessly integrates predictive, progressive, preview, and voice broadcast dialing modes with real-time analytics, CRM connectivity, and TCPA-safe calling features. Experience streamlined outbound management that increases call volume while enhancing every customer interaction.
What is an auto dialer?
An auto dialer is a software-based outbound contact center feature, used to efficiently contact customers and prospects. Auto dialers help agents by automatically distributing and dialing customers’ phone numbers from a lead list.
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 based on the desired outcome of each campaign:
Predictive dialers
In the case of predictive auto dialers, the software dials a lead or prospect even before an agent is necessarily available.
Predictive dialers are the most advanced type of auto dialer. They rely on AI 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
Progressive auto dialing is a little different from predictive dialing. Rather than dialing a lead when it predicts any agent will be available, progressive dialing works on a one-to-one, agent-to-lead, basis.
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 lead list for that agent.
Preview dialers
Preview dialers are similar to progressive dialers. However, they won’t automatically dial the next lead for an agent without input from that agent.
Instead, when an agent wraps up a call, preview 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.
Voice broadcast dialers
A voice broadcast dialer differs from other dialer types because it does not rely on agent availability.
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?
An automatic dialing system isn’t a pain to set up. You typically only need the dialer software, a computer, a voice modem*, and an active telephone line. If you’re using VoIP, you won’t need a modem (or the physical telephone line).
It all starts with the auto dialing software telling the computer which numbers to dial and how to respond to different scenarios (i.e., when it gets a busy signal or a voicemail, or when a live person picks up the phone). But before the phone system connects, the software decides which number to call and the duration of talk time.
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
Automatic dialing is an easy way to help your contact center agents reach more prospects and close deals faster. With RingCentral RingCX you can choose from each of the auto dialing options discussed above (and a manual alternative):
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 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.
Key benefits of auto dialer software
Auto dialers transform contact center operations by automating the dialing process, enabling agents to focus on what matters most—connecting with customers and closing deals. From boosting productivity and ensuring compliance to improving agent morale and customer satisfaction, auto dialer software delivers measurable results across every aspect of your outbound calling strategy.
1. Boost agent productivity and performance
- Quick access to customer information – Keep agents well-informed with seamless syncing between agent UI and external applications
- Intuitive, simplified interface – Eliminate tech troubles with a user-friendly UI designed to streamline workflows and enhance customer interactions
- Guided engagement flows – Smooth out the sales process with automated flows that adapt to each customer interaction
- Real-time coaching capabilities – Boost agent performance with AI Supervisor Assist and basic Whisper, Monitor, and Barge-in features
- Eliminate manual dialing errors – Agents no longer waste time dialing ten-digit numbers or worrying about transposed digits and wrong numbers
- Increase talk time – Spend more time on actual sales calls instead of dialing, which translates into higher sales and conversion rates
2. Gain actionable insights and improve quality
- Live reporting dashboards – Easily identify areas needing attention with clear analysis of agent performance and success metrics
- AI Quality Management – Improve quality assurance with insights from all available call recordings
- Performance tracking – Never stop improving the way your business wins and serves customers
- Call analytics – Leverage data from all calls to optimize strategies and improve outcomes
3. Maximize efficiency and campaign success
- Automated dialing and blending – Make stronger connections with automated dialers leading the way to live prospects and increased productivity
- 99.999% uptime reliability – Count on dependable connections that don't leave agents or customers hanging
- Customizable campaign rules – Tailor campaigns to your goals with rule-setting and data integration capabilities for who you're calling, when you're calling, and how often
- Eliminate dialing downtime – Remove wasted seconds between calls that add up to hours of lost productivity across your contact center
- Flexible dialing modes – Choose from preview, progressive, predictive, or manual modes to match your specific campaign needs and sales approach
4. Maintain compliance and build customer trust
- TCPA compliance tools – Mind regulations as you go with Safe Dial, featuring compliance-supporting tools, human intervention, and time zone-conscious technology
- DNC list integration – Respect your customers with seamless do-not-call list integration that helps agents stay aware of customer preferences
- Reliable call-back options – Encourage call-backs with around-the-clock reachability from real call back numbers, IVR, intelligent blending, and inbound routing
- Automated compliance management – Remove the burden of tedious compliance efforts through automated opt-out tracking and regulatory safeguards
5. Improve agent morale and retention
- Reduce agent frustration – Eliminate the stress of manual dialing mistakes and connecting to wrong numbers
- Empower agents for success – Provide tools that position agents to deliver higher performance and better results
- Create positive work experiences – Enable agents to focus on what they do best—connecting with customers and selling—rather than worrying about dialing errors
- Lower agent turnover – Boost retention by improving the agent experience, reducing costly churn that can exceed $10,000 per agent replacement
6. Deliver superior customer experiences
- Seamless call connections – Eliminate awkward pauses where customers wait for someone to speak; calls feel natural and direct
- Reach the right customer – Dramatically increase the likelihood of connecting with the correct contact on the first attempt
- Respect customer preferences – Contact customers at times that are most convenient and welcome, improving reception and conversion rates
- Professional interactions – Ensure every customer conversation starts smoothly without the frustration of misdials or connection issues
How to choose the best auto dialer software for your business
Auto dialing software comes in all shapes and sizes. So, how do you know which auto dialer app is the right one for your business? First and foremost, make sure you only look at solutions which offer you these vital outbound calling features as part of the package:
- A choice of automated dialers - Depending on the business activity or campaign, the type of automatic dialing you need may vary. Make sure you have a choice of progressive, predictive, preview, and manual dialing.
- Sales scripting - An auto dialer program shouldn’t only help with connecting calls. It should help your agents to effectively handle those calls, too. That’s why solutions like RingCX also quickly generate call scripts to help them cover their bases, maintain compliance, and guide prospects seamlessly down the pipeline.
- Integrations with CRMs and other tools - Your automated calling software shouldn’t operate in a vacuum. Integrations with your broader business tech stack are a must. A link-up with your CRM is particularly crucial. After all, it’s from there that your agents can access the lead-specific information that can take sales calls to a new level.
Once you’ve ensured your shortlisted auto dial software has those fundamentals covered, it’s still not time to rest on your laurels. Instead, think about what else your chosen tool could do for you.
For example, if you choose RingCentral RingCX as your auto dialer service, you’re getting much more than an auto dialer.
As well as providing all the outbound calling fundamentals mentioned above, with RingCX you also get a raft of additional features and functionalities.
As a true omnichannel contact center solution, RingCX can help you handle inbound communications, too, as well as managing your agents, maintaining customer satisfaction and more. Link it to RingCentral RingEX, what’s more, and you can seamlessly handle your internal communications on the same platform, too.
The best automatic dialing software for your business is the solution that’s far more than just an auto dialer. We’ve put together this detailed guide to help you decide the best solution.