10 Best Predictive Dialer Software

SHARE THE ARTICLE ON

10 Best Predictive Dialer Software Correlation Coefficient
Table of Contents

Call center agents often rely on cold calling for market research, lead nurturing, or upselling. The agents have to look for customer contact and dial the numbers manually. This results in agents spending most of their time dialing and waiting for customers to receive the call. As a result, it decreases their productivity and declines company growth. 

Predictive dialing software can help you boost productivity by reducing the call processing time. The software automates outgoing calls by predicting agents’ availability. The predictive dialer system adjusts the dialing rate based on the time taken by every agent and connects them to customers. 

In this article, we will help you evaluate the 10 best predictive dialer software. But before that let’s discuss what a predictive dialing system is and how it works. 

What is predictive dialer software?

A predictive dialing software intelligently places outbound calls based on an algorithm. It automatically queues up calls for agents while they are finishing a prior call. 

The best feature of the dialer is that it connects your agents to available people, i.e., not busy signals or voicemails. This helps you eliminate contacts from your list that are not in use anymore. This helps increase efficiency as it filters out unanswered phones or voicemails, thus saving agents time. 

An automated predictive dialer measures the amount of time an agent spends talking to a prospect to queue the next phone number. The software replaces manual work like physically dialing the number or scrolling through thousands of contacts, etc. By automating the entire process, the dialer helps increase efficiency and productivity. 

Predictive dialer tools facilitate a sales campaign and enable sales reps to reach a wide population within a short span of time. However, more and more industries are migrating towards cloud-based dialers to scale their communication. Industries such as financial institutes, market research, debt collections, nonprofit fundraising, and political campaigns leverage predictive dialers to prioritize leads and volumes. 

Now that we know what the dialer is, let’s see how it works.

Read how Siena College uses Voxco Survey Software for NY Times Upshot Polls. ​

3M Phone Calls | 96 Polls

How does the outbound predictive dialer work?

The software develops an algorithm by predicting agent availability. It takes the following factor into consideration to automatically adjust the dialing speed for each agent.  

  • The number of agents available in the call center. 
  • Average call handle time. 
  • Average abandonment rate. 
  • The ratio of connected and unconnected calls. 
  • The number of calls it takes to connect an agent with a real human. 
  • Average downtime between calls. 

While it is in the principle of predictive dialers to be aggressive in dialing, it should also be precise and efficient. The dialer uses these statistics to ensure that not many calls are placed before an agent is available. It often takes some time to connect a potential customer to a live agent, this means the customer hears a long silence, which can lead to an abandoned call. The predictive dialer app uses the data to learn and improve its algorithm to make the best use of an agent’s time. 

  1. The software dials a call and waits for a real person to respond.  It predicts how many numbers it needs to dial to boost the agent’s productivity. 
  2. The dialer filters any unanswered calls, busy signals, or answering machines and connects agents with a live audience. Any unanswered calls are automatically set up for redial. 
  3. The best predictive dialer uses the algorithm, and the collected data on previously attempted calls to predict when an agent is available for the next number. It uses the prediction to set up the dialing speed and dials the next number. 

In case when your call center is overburdened, predictive dialer tools reduce the dialing rate or halt an outreach until it detects an agent completing the ongoing call. 

List of top 10 predictive dialer software

1. Voxco

Voxco, one of the best predictive dialer software, implements an omnichannel approach to increase your market research efficiency. The dialer is a state-of-the-art telephony system that integrates with Voxco CATI survey software

Voxco Dialer offers a 4-in-1 dialing solution – predictive, power, preview, and hybrid. Use the dialer dashboard to monitor interviewer productivity and create performance reports. 

Voxco’s predictive dialing continually adjusts the dialing pace to match agents’ availability automatically. It works dynamically with the rhythms of your call center to boost productivity.

Voxco dialer is compliant with the highest protocols and uses standard high-performance telephony cards and VoIP licenses. With 25+ years of experience, Voxco offers cloud and on-premise predictive dialer systems. 

Features: 

  • Automated dialing.
  • Seamless integration with Voxco CATI.
  • On-premise or cloud predictive dialer.
  • Extended interview capabilities, such as conference, transfer out, recording, and playback.
  • Server virtualization support.
  • Live audio/call monitoring and whisper mode.
  • Visual customization of interviewer activity status.
  • Access to powerful Voxco Dialer Dashboards.

Pros: 

  • Easily integrate dialer with CATI & IVR phone survey software
  • Built for scale – big or small call centers.
  • Set desired balance between productivity & drop rate.  
  • Powerful dialer dashboard: Monitor and improve performance with quality assurance features.
  • Join mode to allow supervisors to enter a conversation in conference with agent and respondent. 
  • Works across multi-sites for remote and home agents. 
  • Reach customers/prospects on landline and mobile devices with Voxco’s TCPA-compliant phone software.

Price: Available on request. Get a pricing quote!

 

2. Talldesk

Talldesk is a cloud-based call center software. It offers an omnichannel system to help your agents reach customers/prospects via text, social media, etc. Talldesk’s predictive dialer system also offers IVR and complies with DNC rules. 

Features: 

  • Omnichannel contact options include both voice and SMS channels. 
  • Call recording, monitoring, and transferring. 
  • Activity dashboard. 
  • Automatic call distribution and IVR are offered in the lowest pricing model. 
  • Upload DNC updates via CSV files

Pros: 

  • The predictive dialer complies with DNC, aka Do Not Call rules
  • Create analytics reports for call volume, abandonment rate, and more. 
  • Access 60+ integrations.

Cons: 

  • You get a 100% uptime service level agreement only at the Enterprise Level subscription. 

Price: Available on request.

[Related read: Top 15 Auto-Dialer Software.] 

3. NICE inContact

NICE inContact’s predictive dialer software also implements an omnichannel approach. The company refers to its predictive dialer as the “CXone Personal Connection”.  The CXone dialer eliminates awkward pauses and instead, greets customers/prospects at the first “hello” to keep them from hanging up. 

The software allows you to customize campaigns and ensures that your call center complies with contact laws. 

Features

  • Greets customers/prospects at first “hello” to eliminate awkward and lengthy pauses. 
  • Omnichannel contact – IVR, voice, chat, and social media. 
  • Intelligent call routing. 
  • Self-service portal. 
  • VoIP provider. 

Pros

  • 99.99% uptime. 
  • Call recording helps with quality assurance purposes. 
  • Create custom reports. 

Cons

  • Reporting has a steep learning curve. 

Price: Available on request

4. Genesys

Genesys Cloud CX Dialer offers multiple dialers, i.e., preview, predictive, and manual dialing. It enables you to route calls through multiple channels, voice, outbound IVR, SMS, emails, etc. As one of the best predictive dialer software, it uses a pacing algorithm that predicts agent availability. 

Features

  • Built-in integrated analytics for reporting and monitoring performance. 
  • Call routing via multiple channels – outbound IVR, SMS, emails, and web pages. 
  • Customizing pacing algorithms based on the campaigns. 
  • Preview and manual dialing are available in addition to the predictive dialer. 

Pros

  • Skill-based intelligent call routing. 
  • Custom script for agents. 

Cons

  • Call drops. 
  • AI features are available after the second-tier subscription. 
  • Difficult to set up call flows. 

Price: Genesys Cloud CX1 starts at $75/user/month.

Read how Voxco helped ReconMR raise productivity by 40 % & scaled to 5 call centers.

5. ChaseData

ChaseData offers cutting-edge technology for call centers. It offers an all-in-one dialing solution with an outbound predictive diaper system, queued progressive dialer, and a preview dialer. 

Features: 

  • TCPA-compliant predictive dialing rules. 
  • Complies with PCI DSSS for credit and debit transactions. 
  • Campaign-specific caller ID. 
  • Call recording and monitoring.
  • Call scripting. 

Pros: 

  • Omnichannel call routing options. 
  • Complies with HIPAA and HITECH. 
  • Also, complies with PCI DSS (Payment Card Industry Data Security Standard). 

Cons: 

  • Not user-friendly; it requires lots of training and onboarding help. 
  • You can only unlock the predictive dialer with a Professional Plan subscription. 
  • Expensive.

Price: Small Business subscription plan starts at $89/ user/ month

6. CallHub

CallHub offers an automated dialer, power dialer, and preview dialer along with a predictive dialer. It also includes voice broadcasting and text message marketing tools. The software also offers phone number verification, DNC rules, local caller ID, answering machine detection, and more features. 

Features: 

  • VoIP provider. 
  • Call recording and monitoring. 
  • Reporting and analytics. 
  • CRM integrations. 
  • Built-in voice mail detection. 

Pros: 

  • Clean and easy-to-use interface. 
  • Complies with DNC rules. 
  • It supports answering machine detection. 

Cons:

  • Best software for companies that don’t need predictive dialers. 
  • Hosting is limited to cloud, SaaS, or web-based. 

Price: Starts at 6.9 cents/minute. 

7. Convoso

Convoso’s cloud-based predictive dialer software gives you an advanced dialer solution for sales and lead generation teams. With an intuitive interface and customer support, you can easily get agents onboarded.

Convoso offers 5 dialing modes in one auto-dialing system. Choose from the predictive dialer, power dialer, progressive dialer, preview dialer, and voice broadcasting. 

Features

  • Caller ID reputation management tools.
  • Answering machine detection.
  • Smart triggers.
  • Workflow dialing.
  • Local caller ID.
  • Omnichannel communication outreach.
  • Customizable dashboard.
  • Support TCPA compliance.

Pros

  • Cut wait times for agents between calls.
  • Bypass answering machines, busy signals, and unanswered and disconnected calls. 
  • Manage drop rates and save management time.
  • Dial through lists at speed.

Cons:

  • Expensive software. 
  • Not user-friendly. 

Price: Starts at $90.00/month. 

8. Nextiva

Nextiva is a cloud-based solution that syncs with your CRM to ensure the process is more streamlined. It also offers integration to its VoIP communication solutions. The platform combines multiple communication channels like SMS, chats, surveys, voice, and video, 

Features: 

  • Unified communication with VoIP, video, and chat. 
  • Access call analytics for historical and live data.
  • Alerts and notifications. 
  • Call recording.
  • Call logging.

Pros: 

  • Executive level telephone service. 
  • Track agent/team performance and productivity with an analytics platform. 

Cons:

  • System glitches. 
  • VoIP platform does not include predictive dialer software. 
  • Expensive.

Price: Essential plan starts at $14.95/user/month. 

Voxco’s predictive dialer can boost your productivity by 4X.

9. Five9

Five9, as one the best predictive dialer software, offers predictive dialing and CRM integration. The software enables you to skip busy signals to improve agent performance. It also analyzes calls and improves scripts to ensure better customer engagement. In addition to the predictive dialer, it offers power and preview dialing modes. 

Features

  • Intelligent omnichannel routing. 
  • Unified communication across the enterprise. 
  • Track and monitor performance with intuitive reporting and analytics. 
  • Supervisor tools. 
  • Accounts for time zones. 

Pros

  • It is scalable and enables you to add agents immediately. 
  • User-friendly interface.

Cons:

  • Often users find the software crashes in the middle of a call. 

Price: Available on request.

10. PhoneBurner

PhoneBurner is a cloud-based Power Dialer and Sales Acceleration platform. The software is easy to set up; connect it to a browser, and you can start managing your account. The predictive dialer tools work with VoIP services or traditional telephone lines. You can use the administrative dashboard to track agent performance and boost productivity. 

Features: 

  • Cloud-based call center. 
  • Call recording and monitoring. 
  • Call scheduling. 
  • List management. 
  • Reporting and analytics. 
  • Administrative dashboard. 

Pros: 

  • Automate post-call workflows. 
  • Real-time call KPI reports and analytics. 
  • Send emails and SMS based on call results. 

Cons: 

  • Hosting is available only for cloud, SaaS, and web-based. 
  • Expensive compared to other products with similar features. 

Price: $149.00 /mo.

How can you use a predictive dialer system?

Call center predictive dialer is a common tool for most businesses nowadays. They assist in conducting surveys or market research, helping customers solve their problems, upselling, cross-selling, or lead nurturing. So we have put together diverse use cases for predictive dialer systems. 

  • Customer service: One of the most common uses of dialer is the customer service department. Use the outbound predictive dialer to gather CX or CSAT feedback, and share payment reminders and appointment confirmations. 
  • Healthcare: Engage patients using a dialer that helps you send reminders or schedule appointments, gather patient information, send medication updates/reminders, and more. 
  • Sales: Companies can use an outbound predictive dialer to leverage upselling and cross-selling opportunities. 
  • Banks: Keep the customers alert with bill payment reminders, fraud detection alerts, account balance updates, and more. 
  • IT: Use the dialer to inform customers of product updates and contract renewals. 
  • Hospitality: Use the dialer to gather guest satisfaction feedback after their stay in your hotel to understand their expectations and preferences.
  • Political campaigns: Use predictive dialers to reach voters, gather their options on various matters, and identify potential supporters. 

Webinar Recording!

Engage Agents, Supervisors & Respondents: Adopting an effective WFH strategy for Contact Centers

Conclusion

This concludes our list of best predictive dialer software. For outbound call centers, predictive dialers are the best choice. These dialers automate outbound calls and increase agent efficiency. 

For businesses where leads and call volume are the priority, predictive dialer tools offer the best advantage with their plethora of cutting-edge features, speed, scalability, reliability, and accuracy. 

This article should help you evaluate your choice. If you haven’t made a choice, it should guide you to understand what to look for in your predictive dialer. If you want to know what more Voxco offers, connect with our expert today.

FAQs on predictive dialer software

The dialer uses an algorithm to automatically place outbound calls while the agent is wrapping up the last call. The software removes manual dialing and filters out busy signals and voicemails to reduce downtime and increase efficiency. 

Here are some ways to differentiate between power dialer Vs. predictive dialer: 

  1. Power dialer does not use algorithms to dial numbers. It dials one number after another in sequence for each available agent.
    A predictive dialer uses an algorithm to dial the next no. based on several factors, like avg. handle time, agent availability, etc. 
  2. A power dialer dials the next number only after an agent completes their call.
    Whereas, a predictive dialer queues the next number before the agent finishes the call thus reducing downtime. 
  3. Power dialer connects the agent before the customer answers the call. This means the customer hears your agent right when they answer it.
    Predictive dialer software connects an agent when a caller answers the call. This means the customer may hear an awkward silence or a ringing tone. 

Predictive dialers can be hosted on the cloud or on-site. Large corporations often host predictive dialers on their company server. 

Predictive dialer software automatically makes outbound calls. So the software has no functionality for receiving calls.

Outbound predictive dialer accelerates phone calling and facilitates the process of engaging the target audience. The best predictive dialer helps you gear up with scaling communication in today’s hyper-connected world. Here are some benefits of a predictive dialer. 

 

  1. Increasing productivity with higher call connectivity:

Using the algorithms, the predictive dialer determines the call duration and screens answering machines to assign connected calls to specific agents. It also detects the ratio of connected and unconnected calls and works around it to ensure agents only connect with a live audience. 

  1. Boosting agent efficiency: 

One of the benefits of predictive dialer tools is that it automatically dials the next number and controls the dialing speed, which contributes to boosting an agent’s efficiency.  

  1. Higher survey completion rate:

The outbound predictive dialer ensures that you don’t have to wait for busy signals, an answering machine, or incorrect numbers. Intelligence call routing and the lack of manual work means you can focus on engaging the audience for their feedback. 

  1. Lower operational costs:

The dialer eliminates the idle time and lowers call abandonment rates which reduces the cost of the voice channel. Less manual work, lower human error, and less downtime mean you need fewer agents to handle the call volume. 

  1. Scaling workforce according to business needs:

You can’t list down the benefits of the best predictive dialers without talking about scalability. More and more companies are migrating to cloud-based predictive dialing software as it allows them the flexibility and agility of adjusting the software to their business needs. 

  1. Improving compliance: 

The benefit of predictive dialers is that it lets you cross-reference do-not-call (DNC) lists and filter them to help you comply with complex and changing regulations.

Here’s a brief instruction on how you can set up predictive dialer tools. 

Select a predictive dialer app provider: Find the best predictive dialer that offers cutting-edge technology, is scalable, offers round-the-clock support, and fits your budget. 

Set up your app: Now that you have software that meets your needs, here are simple ways to set up your predictive dialer app. 

  1. Import contact lists or integrate the predictive dialer tool with your CRM. 
  2. Add a survey or call script to the software. 
  3. Set up your campaign. 
  4. Adjust the dialing setting based on the campaign needs. 

Train your agents: Once you have set up your dialer, train your agents on how to use it. 

Monitor campaigns: Don’t forget to keep on monitoring the progress of the campaign and the call quality. 

How does the predictive dialers app boost sales?

There are many ways that a predictive dialer app boosts your sales outcome. Here are some of those ways: 

Increased call connectivity: The dialer dials multiple numbers simultaneously, resulting in higher call connectivity. This leads to faster campaign completion and higher sales volume. 

Increased productivity: Agents can focus on the campaign and offer products/services customers need instead of having to focus on dialing the next number and waiting for it to connect. 

ACD: Automatic call distribution routes calls to available agents and thus reduces wait times. This helps improve customer satisfaction and agent efficiency. 

What are the limitations of predictive dialers software?

With so many benefits of predictive dialer tools, there are a few limitations as well. Some of these limitations include the following: 

Call drops: Predictive dialer dials a customer before an agent is available, this leads to awkward pauses. This often results in call drops and frustrated customers. 

Compliance issues: Predictive dialer providers must comply with TCPA and GDPR. It’s important to ensure that your provider complies with these regulations. 

Join the network of 500+ happy survey creators.

Explore all the survey question types
possible on Voxco

Read more

10 Best Predictive Dialer Software Correlation Coefficient

Correlation Coefficient Formula

Correlation Coefficient Formula SHARE THE ARTICLE ON Table of Contents What is a Correlation Coefficient? A correlation coefficient is a statistical measure of the strength

Read More »
Random Assignment1

Random Assignment

Introduction to Random Assignment Transform your insight generation process Use our in-depth online survey guide to create an actionable feedback collection survey process. Download Now

Read More »
10 Best Predictive Dialer Software Correlation Coefficient

What is Experience Design?

What is Experience Design? SHARE THE ARTICLE ON Share on facebook Share on twitter Share on linkedin Table of Contents What is Experience Design? Experience

Read More »