Cloud Dialer

Cloud Dialer1

What is a Cloud Dialer?

A cloud-based predictive dialer is a type of dialer software used in contact centers to automatically dial out a set of contacts automatically to reach out to a larger customer base. Cloud dialers allow contact centers to set call greetings, ask customers for IVR input, and have many other capabilities too. 

Additionally, these dialers filter busy tones, voicemail, unanswered calls, disconnected calls, and answering machines, and connect calls to agents only when a human connection is made. With cloud dialers, calls are routed to agents who are best equipped to address the customer’s concern, improving customer experience and increasing FCR (first contact resolution) within the contact center.

Cloud Dialer3

Advantages of using a Cloud Dialer

Omnichannel 01 2

Improves Agent Efficiency

By eliminating the need for manual dialing, cloud dialers ensure agents can focus wholly on calls with customers, improving agent productivity.

Improved customer satisfaction 1

Reduces Operational Costs

Cloud dialers reduce the need for agents to carry out manual tasks such as dialing. With this software, agents are now able to handle more calls in the same amount of time. This reduces the amount of agents required in the contact center, reducing their operational costs.

Monitor incidents in Real time

Collects Important Customer Data

Predictive dialing solutions help gather a vast amount of customer data which it can use to optimize their processes. Call centers can use this customer data to optimize other work processes and improve customer experience.

Compliance with regulations 2

Increases Sales

As cloud dialers can make significantly more calls than manual dialing in the same period of time, this results in more sales. When more human connections are made in a day, a higher number of customers will be placing orders/making purchases.

Monitor incidents in Real time

Better Call Queue Management

Cloud Dialers can be used to handle both inbound and outbound calls and to assign calls to agents. The system can also effectively manage call queues in case agents are busy and take message or callback requests.

Cloud Dialer2

Why choose Voxco Dialer for your Cloud Dialer needs?

4 Dialing modes

Voxco dialer has four dialing choices; preview, power, predictive, and hybrid. Preview mode reviews caller case before autodialing, power mode auto dials only when an agent is available, predictive mode autodials based on predictions of agent availability, and hybrid mode allows multiple dialing modes to be used in one study.

Flexible and Current Technology

Voxco Dialer’s call detection applies to both signal and sound analysis. Additionally, it has VoIP (voice over internet protocol), ISDN (integrated services digital network), analog line support, and server virtualisation support.

Advanced Productivity Monitoring

Voxco Dialers’s powerful dashboards display live statistics on your contact center’s lines, agents, and projects. It also provides visual customization of interviewer activity status as well as reporting capability on both CATI (computer-assisted telephone interviewing) and dialer metrics depending on your information requirements.

Variety of Listening and Recording Options

With Voxco Dialer, you can record full or partial phone interviews, and live monitor ongoing calls. Whisper mode allows supervisors to speak to agents while on call, without the customer being privy to this interaction. All these features, and more, allow for greater quality control within your contact center.

Cloud Dialer4

FAQs on Cloud Dialers

Answer: Cloud dialers use specific algorithms to forecast agent availability and average call answer time. Using this information, the dialer forecasts when the next call should be made, as well as how many numbers should be dialed. The dialer only displays caller information when the call is connected to the agent. The cloud dialer call ratio can also be changed manually as per demand or depending on the number of agents logged in at a specific time.

Answer: Cloud dialers are made for high volume outbound calls, and are often used in telemarketing and collection operations. However, these dialers are beneficial to all contact centers with high call volumes as it can automate manual dialing processes and reduce operational costs.

Answer: Predictive dialers use algorithms that predict agent availability and average handle time, and make calls automatically based on this information. Progressive dialers, on the other hand, only initiate outbound calls after the agent indicates that they are ready to handle the next call.

Answer: When a caller is connected to an agent, a popup is displayed on the agent’s screen including customer information such as name and number, and a space that can be used to add notes about the customer. This information will be stored and will be available to agents in subsequent calls with that customer.

Shopping Basket
Great Research
Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries

Great Research
Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries