Dialers

Dialer is basically an automated system that dials a phone number to different customers in order to get them connected with the users or agents. In simpler terms these are phone systems integrated within the software to make outbound calls to potential customers or to connect the customer by landing inbound calls to the agents.

Aim

Nowadays dialers are integrated with all kinds of business processes. When a consumer requests a call-back through a website, it’s likely that the call-back is processed by a dialer integrated with CRM, the company websites and other systems.

The main aim of these dialers is to help a business make more phone calls in the same amount of time as one person could traditionally do, saving time and money. It also allows them to find prospects that might not have been available before due to the lack of a landline or the high cost of cell phone minutes.

Moreover there are many types of dialers some of which are integrated with even Artificial Intelligence algorithms thus changing the amount of calls based upon different parameters

Different types of Dialers in Sprinklr

There are different types of dialers and dialing modes that an outbound call center can use, based on its goals. For example, one business might need a dialer for heavy outbound calling for sales and marketing purposes, while the other needs it to review customer information through a CRM or customer experience management platform.

Sprinklr platform provides many types of dialers as mentioned below:

1. Preview

2. Predictive

3. Progressive Contact Fist

4. Outbound IVR

5. Agent

6. Manual

7. Manual Task

8. Callback

9. Outbound IVR with Agent

Set Customer Language for Outbound Call Transcripts

You can now specify the language for generating transcripts at the dialer level, in addition to the workspace level. The language will be set based on lead attributes. When a call is made, the system will check if the language is set at the dialer level and whether the selected attribute value matches the customer's attribute. If both conditions are met, the language set at the dialer level will be used; otherwise, the workspace-level language will be applied. To enable this feature, users must request support at tickets@sprinklr.com. Currently, this functionality is supported on the backend and will be available in the user interface soon.