Auto dialer

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A contact center agent wearing a headset in front of a computer with inlay of RingCX auto dialer making a call to Alex Carter
Written by  Andy Watson
Senior Manager, Product Marketing
Reviewed by John Finch
VP, Product Marketing, AI Customer Experience
Updated: 05 November 2024

Trusted By Thriving Businesses Everywhere

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 dialing customers’ phone numbers from a database of leads.

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:

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 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 database 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 auto 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.
A contact center agent wearing a headset with inlay of different companynumbers including toll free and international phone numbers

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 auto 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):
A row of smiling contact center agents with inlay of RingCX showing ongoing call

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 auto 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
A female contact center agent with earpiece in front of a laptop with inlay of predictive dialer featuring team member names
A female contact center agent wearing a headset looking at her screen featuring lead info in Yanis Patterson

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
A row of 2 contact center agents wearing headsets featuring the voice broadcast feature
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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.

ELEVATE THE AGENT EXPERIENCE

Arm agents with the information, tools, and guidance they need to own every moment

Keep agents well-informed

with quick access to customer information and seamless syncing between agent UI and external applications

Win customers with ease

Eliminate tech troubles with our simplified, intuitive UI designed to streamline your workflow and enhance customer interactions.

Smooth out the sales process

with guided engagement flows that automatically adapt to each customer interaction

COACHING AND ANALYTICS

Never stop improving the way your business
wins–and serves–customers

Boost agent performance

with real-time call center manager or supervisor coaching capabilities from Monitor, Chat Suggestions, and Barge-in

Gain Real-Time Insights

Easily identify areas needing attention through live reporting dashboards that provide clear analysis of agent performance and success.

Improve quality assurance

with closed feedback loops from readily available call recordings

Quickly deploy an AI-powered contact center that empowers your team.

Contact sales

MAXIMIZE OUTPUT & OPERATIONAL EFFICIENCY

Give agents the power to get more done

Make stronger connections

with automated dialers and blending in the background leading the way to live prospects and increased productivity

Count on 99.99% uptime

from dependable connections that don’t leave agents or customers hanging

Tailor campaigns to your goals

with rule-setting and data integration capabilities for establishing who you’re calling, when you’re calling, and how often

BUILT FOR TRUST

Create trust and promote positive
customer engagements

Mind regulations as you go

with Safe Dial, featuring TCPA compliance-supporting tools, human intervention, and time zone conscious technology

Respect your customers

with seamless DNC list integration that lets customers opt out and helps agents stay aware of their choice