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Most automated dialers prioritize agent efficiency over customer experience. An intelligent preview dialer empowers your outbound contact center agents with access to highly customizable audience insights prior to connecting the agent to the customer ensuring they deliver a personalized experience without throwing efficiency out the window.

How preview dialer software works

Target contacts are
delivered to your
qualified agents
The agent can review all
presented contacts or each
one individually
Click-to-dial is activated,
customized agent
workflow is presented
The call is connected, agent
completes interaction or
creates a tailored callback
Automation continues to
fetch and deliver qualified
target contacts
AGENT EXPERIENCE

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

Make stronger connections

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

Count on 99.999% 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

COACHING AND ANALYTICS

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

Boost agent performance

with real-time supervisor coaching capabilities from Monitor, Chat Suggestions and Barge-in

Understand where help is needed

with at-a-glance visibility of live reporting dashboards that analyze agent success

Improve quality assurance

with closed feedback loops from readily available call recordings

MAXIMIZE OUTCOMES

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 99.999% 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

Encourage call-backs

with around-the-clock reachability from real call back numbers, IVR, intelligent blending, and inbound routing

What is a preview dialer?

PC Magazine defines preview dialer as “an automatic telephone dialing system that dials from a list of numbers. It presents the agent with the information about the prospect or customer to be called and requires a response either to make the call or not to make the call.”

A preview dialer differs from a progressive dialer, which does not give the agent the option to proceed with the automated call or not. That’s because the progressive system automatically calls the next number on the list. The same is true for predictive dialers.

What are the benefits of a preview dialing system?

Preview dialing is a simple yet highly effective outbound dialing tool. If your outbound contact center hasn’t implemented this auto dialer software yet, you could be missing out on these benefits:

  • No more dropped calls - Dropped calls mean lost leads. With preview dialing software, there are no delays in connecting calls, so potential customers can talk to agents immediately.

  • Improved customer engagements - A preview dialer allows you to view the customers’ details throughout the call. This is particularly helpful if your outbound call center reaches out to thousands of people every day.

  • Increased agent efficiency - If your call center agents can get insight on customers before engaging, they can better implement their goals. It’s easy to see that when you use preview dialing software, you empower agents.

  • More savings - Save a great deal of money when you get an all-inclusive call center software that would perfectly complement your business phone system.

How much does a dialer cost?

It all depends on your calling campaigns. A few hundred dollars should be able to give you standard software, which can only accommodate one outbound call at a time. If you need a more sophisticated power dialer to handle thousands of automated outbound calls on an hourly basis, expect to pay thousands of dollars

Choosing the right phone dialer is just as important as getting the best business VoIP system. This is why more businesses are implementing comprehensive dialing software like RingCentral Engage Voice.

How does a preview dialer work in a call center?

Call centers make large volumes of calls each day, and outbound dialers are a valuable tool for improving productivity. No matter your business size, having a preview of a prospect’s details can give your calling campaigns a big push in the right direction. Here’s how it works in a call center setting.

The system selects a customer’s record from a list of leads and proposes the lead information⁠—which includes call history⁠—to an agent. Upon reviewing the record, the agent decides whether to call the customer or skip it and move to another customer. This setup is great for small, large, and midsized businesses, and is particularly ideal for complex sales campaigns wherein customer research is important in between calls.

What dialer software should you get?

Preview dialers make customer engagements more meaningful, so you should choose one that champions your calling campaigns. Of course, you can also get other types of auto dialer like predictive, progressive, and TCPA.

Consider the nature of your campaign. For instance, if your organization runs a voluntary phone bank for a political candidate, you need a virtual phone bank tool in addition to CRM integration. Ask your provider about it.

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100 Most Trustworthy Companies in America 2016 and 2017

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