What Is Auto Dialer Software (+Top Solutions for Businesses)

Do your sales or support reps spend hours each day dialing numbers and waiting on hold, leaving them with less time to close deals or provide better service?

Approximately 40% of employees spend at least one-fourth of their work week on manual, repetitive tasks, and around 70% say that automation will save that wasted time. That’s precisely where auto dialer software comes in.

Agents using auto dialers can make up to three times more calls per day compared to manual dialing methods, so it stands to reason that this method is worthwhile for growing team productivity.

An auto dialer automates your outbound calling, freeing up your team to focus on high-value tasks, such as closing deals, resolving customer issues, and conducting research. Additionally, using pre-recorded voicemails in auto-dialer software enables agents to engage with leads more efficiently by leaving consistent messages without having to personally repeat the same voicemail multiple times, ultimately saving time and allowing for a greater focus on live conversations.

We’ll break down how these automated systems work and share real-world examples of how businesses use them to boost outreach, customer engagement, and their bottom line.

What Is Auto Dialer Software?

Auto dialer software is a specialized call center tool that automates outbound phone dialing at scale. It eliminates the need for agents to manually dial numbers, resulting in improved efficiency and productivity. The system automatically dials the following number as soon as an agent finishes a call, significantly reducing idle time and enhancing overall call volume.

With an auto dialer, call center teams can focus on speaking with contacts rather than spending time on the dialing process.

Some key features of auto dialer software include:

• Automated dialing from contact databases
• Call routing to available agents
• Integration with CRM systems
• Call monitoring and recording capabilities
• Customizable dialing modes (predictive, power, progressive)
• Reporting and analytics tools
• Logging outbound call activities automatically

Although pretty popular in sales, where teams use it to connect with potential customers, it’s not just for salespeople.

Market researchers use it for surveys, debt collectors for tracking down payments, and customer service teams for handling high call volumes. Even healthcare providers and political campaigns widely use auto dialers.

Auto dialer software reduces the time agents spend waiting between calls and minimizes errors, such as misdials. This leads to cost savings as teams can handle more calls in less time.

Many auto dialers integrate with customer relationship management (CRM) systems, allowing for better data management and follow-up.

Note that the use of auto dialers is regulated in many countries. In the United States, for example, the Telephone Consumer Protection Act (TCPA) establishes guidelines for the use and operation of autodialers, particularly in telemarketing contexts.

Related: Automated Outbound Dialing: How It Works & How to Use It

Practical Benefits of Auto Dialers

When used effectively, auto dialer systems offer businesses numerous advantages.

1. Simplicity

Auto dialers are easy to set up and use, making them a suitable choice for businesses with limited technical expertise or time constraints. Complex software implementation can be counterproductive, and difficult-to-use systems often face low adoption rates.

Your team needs minimal training, as the software handles the dialing process automatically. Simply put on your headsets and start engaging with customers and prospects.

2. Scalability

Auto dialers can be scaled to accommodate varying numbers of users, making them suitable for businesses of all sizes.

Once you succeed with your auto dialer, you can easily roll it out to all your agents. Most modern dialer software is cloud-based and scales seamlessly. You can easily purchase additional user licenses without hardware investments or dedicated physical space.

Whether you’re a growing contact center, a small business facing seasonal demands, or expanding to new regions, auto dialer software enables you to scale your operations without complex technical deployments or extensive training requirements.

Auto dialers are particularly beneficial for small and medium-sized businesses (SMBs) with limited resources and staff. By automating the dialing process, SMBs can compete on a level playing field with larger companies that have dedicated call centers.

3. Lower costs

Auto dialer software has a relatively low initial cost but offers a significant return on investment. On average, employees switch between applications approximately 3,600 times per day, resulting in manual errors and inefficiencies.

Automating the dialing process reduces operational costs, and the time lost to manual tasks is also substantially reduced. Automating the outbound calling process offers additional benefits:

• Eliminates misdials
• Archives bad contacts
• Automatically queues missed calls

… all without losing time, cost, or effort.

4. Productivity

Outbound dialer software helps reduce agent idle time. It eliminates searching for the next contact between calls and enables agents to spend more time on core competencies: making successful calls and following effective call scripts.

Auto dialers automatically route calls to the available agent, removing downtime, streamlining operations, and enhancing agent productivity. You can improve your sales process by automating callbacks and follow-ups with potential customers.

The software can automatically requeue missed calls and send notifications to sales representatives, ensuring no leads fall through the cracks.

More time on the phone means more sales, improved research, and better customer service.

5. Improved lead generation and management

Many sales representatives rely on cold calling and dialing systems with features such as answering machine detection and voice response to manage leads and maximize productivity.

However, managing high call volumes across different time zones can be challenging without proper workflow automation and telephony integration.

Auto dialer software integrates with customer relationship management (CRM) systems like Salesforce to streamline lead generation, nurturing, and follow-up processes.

You can efficiently track lead interactions, automate lead distribution, and follow up with potential customers promptly. All this improves lead conversion rates and overall sales performance.

Some businesses combine auto dialers with outbound SMS campaigns. They might send a text message before a call to introduce the purpose of the upcoming contact, potentially improving engagement rates.

Types of Auto Dialers

There are four different dialing modes (or types) of automated dialers to choose from:

1. Predictive dialer

A predictive dialer uses algorithms to predict when agents will be available to take calls. It can automatically dial multiple candidates in quick succession, connecting the next call to an available agent, factoring in metrics such as average talk time, wrap-up time, and agent status.

Key features:

• Dials multiple numbers simultaneously, connecting live calls to available agents as they finish previous interactions.
• Minimizes agent idle time to maximize productivity.
• Suitable for high-volume outbound campaigns where maximizing connect rates is crucial.

Best for: High-volume outbound call centers.

👉 You may also like How to Create a Predictive Dialer Campaign

2. Preview dialer

In a preview dialer, the software displays information about the next contact before connecting the call via CRM integration. This enables agents to tailor their approach and prepare effectively for the conversation.

It’s like Call Pop for inbound calls, but in reverse.

Unlike predictive dialing, the power to initiate the call lies with the agent, allowing sufficient time to prepare and fully engage with the customer. 

Key benefits

• Reduces abandoned calls by ensuring agents are available before connecting.
• Ideal for complex calls requiring preparation or agent discretion.
• Allows time to personalize calls based on previous customer interactions and company information.

Best suited for: Situations that require targeted conversations.

3. Power dialer

A power dialer uses a sequential number generator for sequential dialing, calling numbers from a contact list in sequence (pre-populated, computer-generated, or purchased).

When you load contacts into the software, it hunts for agents ready to take the next call.

Key features

• Connects calls only to available agents.
• Simple and efficient setup, suitable for basic outbound campaigns. If you’ve used click-to-call software in the past, it’s like that.
• Minimizes abandoned calls by ensuring agents are ready before connecting.

Best for: Scenarios where the quantity of calls takes precedence over personalization.

4. Progressive dialer

A progressive dialer combines elements of preview and power dialers. Agents have access to information before a call, and the dialer automatically connects the call after a brief preview period.

Progressive dialers are popular call center dialers, as they offer a hybrid of agent control and speed in connecting calls.

Key benefits:

• Allow limited agent control with a short window to review information before the call connects.
• Strike a balance between call efficiency and agent preparation time.
• Suitable for moderate-volume campaigns requiring a balance between speed and agent readiness.

Best for: Call centers with a limited number of agents and B2B sales calls that involve complex products or services requiring a more nuanced conversation.

5. Voice broadcasting

This mode delivers a prerecorded message to a large list of contacts efficiently and effectively. It’s ideal for reminders, surveys, and general announcements.

Key features:

• Broadcasts prerecorded messages to a large number of contacts simultaneously.
• Efficient for one-way communication without the need for live agents.
• Suitable for reminders, surveys, and general announcements to a wide audience.

Why You May Want To Avoid Predictive Dialers

Predictive dialers can inadvertently violate the Telephone Consumer Protection Act (TCPA) by connecting agents to live calls before they’re ready, leading to abandoned calls and potential legal consequences. Under the TCPA, obtaining prior express written consent from the consumer is required to utilize an automatic telephone dialing system (ATDS) when calling a consumer’s cell phone.

Companies can accidentally incur a high abandoned call rate when predictive dialers connect to live callers, but no agent is available to take the call.

Performance also decreases when reaching voicemail, answering machines, or interactive voice response systems (IVRs). Predictive dialers may accidentally call numbers on the Do Not Call Registry, resulting in fines and penalties.

To avoid issues, companies must scrub contact lists against the DNC registry, present accurate caller IDs, and have the means to log calls and opt-out requests.

When using predictive dialers, companies can accidentally incur a high number of abandoned calls.

Key Features of Auto Dialer Software

To maximize the benefits of auto dialer software, certain features are essential:

• CRM integration: A seamless connection between your auto dialer and CRM centralizes data management and improves call context. Advanced auto dialer software also integrates with telephony systems and workflow automation tools to streamline operations.
• Call monitoring and recording: Monitoring calls enables supervisors to assess agent performance and pinpoint areas for improvement. Call recordings provide valuable training material and aid in dispute resolution.
• Customizable call dispositions: Categorizing call outcomes (e.g., sale closed, busy signal) facilitates insightful data analysis for better call center management.
• Lead distribution and management: Auto dialer software can streamline lead assignment and follow-up processes, ensuring no lead is missed.
• Real-time reporting and analytics: Gain valuable insights into call center performance with real-time data and metrics on call volume, agent activity, and call duration. Analyze trends and identify areas for improvement.

Best Auto Dialer Software for Call Centers

Although there’s no one-size-fits-all auto dialer solution, here are the best auto dialer software options on the market to consider:

1. Nextiva: A cloud-based auto dialer that integrates with Nextiva’s VoIP phone system. It supports various dialing modes, including preview, power, and predictive dialing, and is known for its scalability and customizable features. It also supports an expansive list of social media engagement, workforce management, and various workflow automation functions powered by AI.

2. RingCentral: A cloud-based communication and collaboration solution that offers an auto dialer as part of its contact center solution. It integrates with RingCentral’s other features like IVR, smart call routing, and workforce automation and management.

3. Five9: A popular cloud contact center solution that includes a powerful auto dialer. Its dialer supports various modes, is highly customizable, and integrates with various CRM systems.

4. Aircall: A cloud-based call center software with an advanced auto dialer. Aircall’s auto dialer is known for its ease of use and seamless integration with popular CRM and helpdesk tools.

5. PhoneBurner: A dedicated auto dialer software that offers a range of dialing modes, is highly customizable, and provides extensive reporting and analytics features.

Auto dialer software comparison

Solution	Dialing modes	Integrations	Strengths
Nextiva	Preview, Power, Predictive, Progressive	VoIP phone system, CRM systems, social media, SMS, secure payment gateways, email, workforce management	Scalability & customizable features
RingCentral	Preview, Power, Predictive	CRM systems, IVR, call routing, workforce management	Robust auto dialer & real-time analytics
Five9	Preview, Progressive, Predictive	CRM systems	Powerful auto dialer & CRM integration
Aircall	Preview, Power, Predictive	CRM, helpdesk tools	Ease of use, CRM & helpdesk integration
PhoneBurner	Preview, Power, Predictive	CRM systems	Extensive reporting & analytics

Related: 4 Types of Dialer Software for Call Centers & Top Tools

Choosing the Right Auto Dialer for Your Business

If you’ve decided that an automated dialer software is right for you, the next step is finding the right one. Review the points in this section to help narrow down your options.

✅ Assess your needs

Interview stakeholders and users to gain a holistic view of your specific needs. Combine these with your technical and business requirements to form a shortlist.

Consider the following as a minimum:

• Call volume
• Number of users
• Agent availability
• Campaign goals
• Compliance
• Budget

Once you understand your needs, rank them in terms of priority. Assign a P1, P2, P3, etc., ranking or use the MoSCoW method:

• M: Must have
• S: Should have
• C: Could have
• W: Won’t have right now

Your final list will be invaluable when deciding between different types of auto dialers and selecting the vendor to use. 

Remember to consider all the use cases of your outbound call center when assessing your needs for an auto dialer.

🔍 Research dialer types

You can choose from the following auto dialer types:

Dialer Type	Description
Predictive	Dials numbers automatically and connects agents to live calls, aiming to maximize agent efficiency.
Preview	Displays contact information before dialing, allowing agents to personalize their approach.
Power	Similar to a predictive dialer, but with features to bypass answering machines and voicemail greetings.
Progressive	Dials numbers automatically, but only connects agents to calls when they are available.

Matching the functionality and usability to your business and users will help you get the most out of your auto dialer purchase. 

Ensure users will be comfortable without a preview, verify that you can upload your own data, and confirm that you won’t risk violating TCPA guidelines.

When you know which type of dialer you need, it’s time to weigh the different auto dialer features and pricing packages.

👈🏼 👉🏼 Compare features and pricing

Look for a good deal that aligns with your budget constraints by considering the cost of the auto dialer. Various providers may offer dialers as part of a wider call or contact center platform.

If you’re a formal contact center operation, check with your current vendor about auto dialer options.

Next, consider integration with your existing business phone system. Additionally, consider call center features essential to your business, such as call recording or call monitoring.

Use this opportunity to review your entire call center solution and consider cloud communication solutions or omnichannel contact centers for better functionalities.

Since auto dialers handle customer data, prioritizing data security is a must. Ensure that your auto dialer software provider implements robust security measures, including data retention limits, encryption, and access controls.

👁️‍🗨️ Read reviews and ask for references

Review sites make your purchasing decision easier. If there’s one vendor with consistently bad reviews, it’s a red flag. You’ve just narrowed your shortlist even further.

Likewise, tons of good reviews are a great signal.

If you’re a member of an industry community or attend events with peers and competitors, ask their opinions on the type of auto dialer they’re using.

Likewise, when discussing dialer software with vendors, inquire about case study videos from businesses similar to yours. If you can’t find one, ask for a reference client.

In most scenarios, vendors will be happy to connect you with an existing customer, allowing them to move the deal forward.

📊 Try free trials or demos

Trying out an auto dialer is a must. Nearly every vendor will offer a proof of concept, or, at the very least, a transparent sales demo. If not, it’s not advisable to make a purchase.

The great thing here is that there isn’t a lot to demo or test, so there’s no lengthy waiting period to determine if one solution works well or not.

Unlike some SaaS technologies, it’s unlikely that you’ll need to provide card details to set up a trial. You can quickly complete functionality testing and narrow down your final selection to a few vendors.

✅ Choose a reputable vendor

Don’t just rely on marketing claims. Evaluate the factors that matter most when selecting a business partner:

• Great customer service: Check review sites, testimonials, and awards.
• Customer support availability that matches yours: 24/7 availability if needed.
• Recent outages: Consider frequency and resolution time.
• Guaranteed uptime: Aim for a Service Level Agreement (SLA) with 99.99% availability.
• Experience with dialers: Look for a vendor with a strong track record in auto dialers.
• Fully integrated service: Consider if they offer a comprehensive contact center solution.

Use this checklist to work your way to a final decision.

Considerations & Best Practices for Effective Auto Dialing

Auto dialer is a powerful tool for boosting outbound call center productivity, but you need to use it responsibly and strategically to achieve your call center goals while maintaining compliance and ethical conduct.

Here are some key considerations and best practices to keep in mind:

• Familiarize yourself with regulations in your region regarding auto dialed calls. The Telephone Consumer Protection Act (TCPA) in the US, for example, outlines restrictions on telemarketing practices. Ensure you have the necessary consent before using auto dialers to contact mobile phone numbers.
• Maintain and adhere to national Do Not Call (DNC) suppression lists. Scrub your calling lists regularly to remove DNC numbers and avoid potential penalties.
• Use auto dialers strategically to reach a relevant audience who might be receptive to your message. Avoid bombarding people with unsolicited calls, which can damage your reputation.
• Respect your audience’s time. Don’t overwhelm them with excessive calls. Consider the best days and times to reach your target audience to maximize call reception.
• Be upfront about the purpose of your call. Identify yourself and your company clearly at the beginning of the call.
• Enhance quality assurance by implementing closed feedback loops. Utilize call recordings to provide consistent feedback, which can lead to improved standards in service or product quality.

Best practices for optimization

• Start with the right dialing mode: Choose the dialing mode (predictive, preview, progressive, etc.) that best aligns with your business needs and call objectives.
• Data quality: Ensure your call lists are accurate and up-to-date to minimize wasted dials and maximize agent talk time.
• Agent training: Train agents on how to effectively handle calls generated by auto dialers. This may include familiarization with the software, scripting for specific call types, and handling objections.
• Monitoring and analytics: Regularly monitor call performance metrics and agent activity. Utilize these insights to refine your call center strategies and enhance overall effectiveness.
• Opt-out mechanisms: Provide a simple opt-out option for recipients of your calls. This can be done through a recorded message menu or by calling a designated phone number to be removed from the calling list.

While auto dialers offer significant efficiency gains, it’s essential to acknowledge their potential drawbacks. Overuse of auto dialers can lead to agent burnout, and a purely automated approach can negatively impact customer experience.

The key is to find the right balance between automation and human interaction.

Using an Auto Dialer With Nextiva

Nextiva ticks all the boxes on the reputable vendor checklist and would love to invite you to try out our dialer options. 

As part of our full-featured contact center, which features optimal workflows for automatic dialing, disposition tracking, and robust business integrations all in one platform, we’ve helped with numerous rollouts and witnessed some impressive implementations.

Before you begin, there are a few key pieces of information you need to know.

1. Nextiva allows auto dialers (via our SIP trunking service) as long as they’re used for legitimate purposes and the call ratio does not exceed one call per second.
2. If your dialing software has a ratio setting, you will need to adjust it so that it meets Nextiva’s requirements.

All checks out?

Auto Dialer Software FAQs