There are plenty of options to choose from when it comes to contacting clients via telephone in an organized manner, call centers and small business are constantly looking for the best auto dialer system to suit the daily needs of an organization dealing with hundreds of inbound/outbound calls, these PBX softwares not only increase productivity up to 400% but also helps make the work faster and easier for the agents.
From softphones for manual calling to the best auto dialer solutions, there are plenty of softwares in the market for making calls from call centers.
The open source solutions remain on the top of the chain because of their versatility and easy customization to achieve all the required telecommunication goals for business of any size.
Below the most popular systems used with VoIP and SIP trunking.
Power Dialer, a software to make calls twice faster
The Power Dialer, also known as progressive dialer is a software used to launch calls automatically one by one without dialing the telephone numbers by hand.
Automatically sends calls from a list of numbers, the agent can view the contact record quickly at the same time the call is placed. The agent is not in control to stop the calling operation as they are being dialed in sequence. Once the call is completed, the Power Dialer dials the next call. It is also considered among the best auto dialer solutions.
Predictive Dialer increases call rate to 300%
A predictive dialer is a software that automatically dials several phone numbers at the same time and sends the answered calls to the next available representative. The predictive dialer listens for the correct tone and once the call has been answered, connects the call to a live person.
The most used and best predictive dialer solutions are the open source softwares Vicidial and Goautodial.
With a VoIP Virtual Call Center with the perfect predictive dialer installation the answered call rate increases to 300% if it’s correctly setup.
Softphone, the perfect solution to make manual calls
A softphone is a software (usually free) that you can use to make and receive calls from your computer or mobile. It is not an auto dialer software, however is needed to make calls from all the best auto dialer solutions in the market.
The benefit of using a softphone on your computer or a VoIP app on your cellphone is that you can dramatically decrease your phone costs and make free calls.
You can download a free softphone here: https://switch2voip.us/contact-support/byod/configuring-your-softphone-x-lite-x-ten-or-eye
Click-to-Dial
The term CLICK-TO-DIAL is used when a softphone dialing pad is integrated into a web page. You do not need to download any software or install it; you simply open a web page and the web telephone where you can use the number pad to make the call.
Live Conversation Automation
Live Conversation Automation (LCA) is a combination of live agents and a phone dialer, the process of call-transfer between the agent and the caller. The agent will receive calls once the phone dialer has positive identification of the contact the caller needs to reach. Once the agent identifies this, the call is then transferred with no delay.
Guided Voicemail also called Voice Broadcasting
Guided Voicemail system also known as Voice Broadcasting, permits you to send hundreds or thousands of voicemails in a one-time shot to everyone on your list. Your voice message, recorded by you, will sound like you called yourself and left a message. Only record it once, and deliver it to as many recipients you need. This service is used when there is no need to speak directly to the receiver.
Voice broadcasting is available on the best auto dialer solutions out there. May need to ask the provider to setup this service.
PBX
An IP-PBX (Private Branch Exchange) is a software that allows you to have multiple phone lines, each one assigned to an agent’s desk or to an IP-Phone.
The PBX software is installed on a server that can be hosted in the cloud or deployed in your own office, after the software has been installed, the IT person starts creating the extensions and assigning them to each one of the employees in the company. The advantage of a PBX is that the calls to other users within the network are free.
IVR
IVR (Interactive Voice Response): Is a technology that allows the customers to interact real time with the customer service automated system through a configured voice menu using DTMF key-tones (Dial-Tone-Multi-Frequency signaling).
How an IVR system works?
Take for example; a business has various employees that handle different areas in the business or are assigned to specific departments. The IVR (auto-attendant) routes the calls to the correct person based on the area code to maximize business results.
Automated Call Distribution (ACD) is the system used to quickly and accurately route calls to the salesperson or administrator. The importance of this inbound call routing is to ensure that each caller is routed to the correct agent.
Best Auto Dialer settings and configurations
- How to setup your SIP trunk on Vicidial and Goautodial carrier settings
- Configure SIP trunk on softphone, X-Lite, X-Ten, Eyebeam
- How to Select Codec G729 on Eyebeam to reduce bandwidth
- Setup Carrier Settings on Vicidial and Goautodial
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