Predictive diallers are an auto-dialler that can speed up the dialling process in a contact centre and improve efficiency by automating the outbound calling process.
It works by using the call metrics to predict the number of calls needed and automatically dials from a list of numbers and allocates the connected calls to available agents.
The system filters out busy signals, unanswered calls and disconnected calls, which saves agents time in dialling numbers and waiting for answers.
The table below gives a quick price comparison of the top UK providers for predictive diallers.
| Company | Price |
|---|---|
| BT | Not stated |
| Spitfire | Not stated |
| RingCentral | Not stated |
| Mitel | Not stated |
| Dialpad | £78 per user |
* The facts and figures included here come from each company’s website and were accurate at the time of writing but may have since changed. Also, please keep in mind these may not be apples-to-apples comparisons as each provider offers different solutions. This guide should be used as a starting point for more research on your part.
Below, we profile each of the companies’ services and features in a bit more detail.
Note companies are ranked in no particular order, and this in no way indicates one solution is better than another.
1. BT
- They offer hosted contact centre solutions that are cloud-based
- Includes advanced features such as predictive and preview dialler
- Enables a virtual contact centre with office, home and remote working
- Provides lead management tools, campaign and script editor capabilities
- Voice recording facilities
- Other outbound advanced features include screen pop and agent whisper
- Inbound features include interactive voice response (IVR), smart queues, script builder and more
- Requires PC, phone and data connection
- Quick and simple installation
- Hosted on the core BT network with 99.999% availability
2. Spitfire
- They offer cloud-based, premise-based and hybrid contact centre solutions
- Offers six contact centre dialling modes to choose from including predictive dialler
- Predictive dialler that can speed up and slow down call rates based on the number of available agents and lines
- It can utilise your average call times and other statistical information to aid call rates
- Blends inbound and outbound call volumes
- Preamble script with key press
- List priority and stacking
- Other features include alternate number dialling, automatic redial, SQL builder tool, skill-based routing, voicemail and more
- Allows unlimited campaigns, agents, lists, custom fields, dispositions and workgroups
- It can be integrated with web and Windows-based CRM systems
3. RingCentral
- Offers a predictive dialler that integrates with the RingEX phone system
- Enables tailored campaigns with rule setting and data integration
- Builds real-time predictive modelling on call capabilities
- Easy to set up
- Create lists of numbers to be contacted in the system
- Build scripts for agents to follow during the calls
- Can be synced with desktop and external applications
- Compliant with the Telephone Consumer Protection Act
- Integrates the Do Not Call (DNC) list to allow opt-out and remembers customer choices
- Intuitive UI and 99.99% uptime
4. Mitel
- They offer contact centre solutions which include predictive dialler
- Advanced and patented predictive dialler
- Can automate outbound calling that can double an agent’s talk time
- Ensures regulatory compliance by keeping abandoned calls within the legally permitted levels
- Also supports intelligent lead management using visual data segmentation and call tools
- Assists managers in adjusting campaigns without any downtime
- Easy-to-use interface to set up campaigns without the need for IT support
- Enables intelligent, multi-channel customer contact capabilities
- Provides actionable insights and reporting on your calls and behaviours
- Can be integrated with other Mitel systems for broader business use
5. Dialpad
- Offers a power dialler as an alternative to a predictive dialler
- Automated call feature integrated into popular CRMs like Salesforce
- Dials the next call as soon as a call is hung up to save agent time selecting and dialling numbers
- It can also move on to the next call if the call is not connected
- Also provides an AI Playbook to coach and support agents during a call
- Call recording facilities to aid monitoring and training
- Provides voicemail drop to leave pre-recorded voicemail messages when calls go to voicemail
- Call monitoring facilities include call transcribing and sentiment analysis
- Multi-country call campaign capabilities
- Power dialler is available on Dialpad Sell plans