Hosted Dialer

What does a hosted dialer mean? 

A hosted dialer is a cloud-based solution that automates the dialing process for contact centers, improving the efficiency of outbound campaigns.  It intelligently predicts agent availability, manages call pacing and eliminates ineffective calls. This technology operates remotely, removing the need for onsite hardware and extensive IT management. Hosted dialers allow agents to focus on meaningful interactions by handling the mechanics of dialing, increasing active talk time and boosting operational efficiency.  Now that you understand what a hosted dialer is, let’s jump into how it works.   

How does a hosted dialer work?  

Here is a stepwise breakdown of how hosted dialers work.  

• Load contacts: The dialer imports a pre-defined list of contacts into the system. 
• Dialing mode selection: The system selects between power dialing for sequential calls or predictive dialing for simultaneous calls. 
• Automated dialing: The dialer automatically calls numbers from the list, managing multiple calls concurrently if set to predictive mode. 
• Call filtering: Disconnected numbers, busy signals and unanswered calls are screened out automatically. 
• Answer detection: The system uses answering machine detection (AMD) to identify live responses versus automated ones. 
• Call routing: Calls answered by people are immediately routed to available agents, ensuring efficient connection and conversation.