Generally, dialer software for call centers automates the dialing of customer phone numbers and documents the outcome of these calls in call centers. They improve agent productivity, call documentation, and customer experience.

Uses of dialers

B2C enterprises often use dialer software for better customer satisfaction rates. However, outbound call centers, marketing departments, and customer service agents mostly use auto-dialer software.

Types of dialer software for call center

Generally, there are five types of dialers based on their functions. Here is the list of those dialers. Check them out!

• Power dialer
• preview dialer
• predictive dialer
• progressive dialer
• bot dialer 

Power dialer

Mostly outbound sales teams use Power dialers for pitching to a high volume of contacts. So, these dialers are also called outbound dialers. The key function of a power dialer is to move calls sequentially to the next caller when a call is complete, unanswered, or busy.

Preview dialer

Call centers use preview dialers to review customer information through a window while initiating or receiving a phone call. These dialers also can offer omnichannel data to support the customers. Therefore, they add significant value to customer service teams.

Predictive dialer

A predictive dialer is a call center dialer that handles a large number of contacts at both inbound and outbound call centers. Based on call center data trends, these dialers manage peak calling times, agent availability and workload, and call handling times to automate the dialing intelligently.

Progressive Dialer

There are not many differences between a progressive dialer and a predictive dialer. But progressive dialer has the exception of dialing only one contact per agent at a time. These dialers move to the next call only when the present call is complete. So, they are ideal for business-to-business outbound calling where call drops and abandonment are rare.

Bot Dialers

Call centers use bot dialers to minimize agent interaction at first contact. Bot dialers are more like outbound dialers. However, they include an IVR system as an exception to reach out to multiple phone calls once at a time. Bot dialers send recorded messages as reminders or notifications, with an option to transfer to an available agent.

Conclusion:

In this article, we tried to mention five dialer software for call centers. If you find this informative, please share your views below in the comment box.