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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.
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:
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 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 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.
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.
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.
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):
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
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
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
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
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.
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.
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:
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.
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