AI Predictive Dialer

This is a feature for boosting live outbound call handling and agent talk time. Outbound cold calling faces a number of challenges including low connection rates, lengthy agent idle times, and high call abandonment rates. The auto dialer software overcomes these issues by tuning the optimal dialing level to match the number of available agents, therefore resulting in a higher number of live outbound calls.

The dialer is constantly analyzing a number of outbound calling factors, including abandonment ratio, agent ratio, average wait time, average call duration, and more. Where Voiso’s AI automated Predictive Dialer stands apart from other predictive dialing software is that its actions are based on both real time and historical data. This means it identifies patterns over time and adjusts its dialing rate accordingly to achieve better results.

It has a number of benefits, including:

• Optimal performance: The predictive dialer system automatically adjusts the dial level based on a number of real-time and historic factors with the ultimate goal of initiating as many live outbound calls as possible.
• Ease of use: It only requires contact numbers to start a campaign and these can be either imported using a CSV file or directly from your CRM.
• No intervention needed: Admins don’t need to manually change settings to keep the AI Predictive Dialer’s performance at an optimal level. It does this all by itself using its AI-powered decision-making.
• Continuous improvement: The cloud predictive dialer learns from masses of your unique real-time and historic call data meaning that it will only continue to get better the more you use it.
• Localized calling: The AI automated Predictive Dialer considers both time zones and contact locations using country code recognition will only call contacts during the hours you set and use local caller ID where available.

Predictive dialers are not illegal. Call centers have a legal right to use a predictive dialer as long as they adhere to regulations across different countries. These regulations protect consumers from intrusive and unwanted calls. In the United States, there is the Telephone Consumer Protection Act (TCPA) that sets the legal environment for auto dialer software, while in Europe the use of predictive dialers is governed by the General Data Protection Regulation (GDPR).

A dialer is advanced call center software that automates the process of dialing phone numbers, saving time and increasing efficiency for agents. It connects calls only when answered, minimizing idle time, and ensures seamless documentation of call outcomes. Modern dialers often include features like voicemail detection, real-time analytics, and integration with customer relationship management (CRM) tools. They can also support interactive voice response (IVR), personalized notifications, and SMS campaigns, making them essential for streamlining customer engagement.

The number of calls an autodialer can make depends on the type of dialer and its configuration. A progressive dialertypically handles 60-80 calls per hour by ensuring agents are always connected to live calls. In contrast, a predictive dialer can make 100-300 calls per hour by dialing multiple numbers simultaneously and connecting agents only when a call is answered. Advanced autodialers using AI and real-time analytics can further optimize call rates based on agent availability, customer answer probabilities, and campaign goals.

A smart dialer is an advanced contact center tool designed to improve/automate outbound calling. It enables agents to initiate multiple calls simultaneously with a single click and connects them only to answered calls, skipping busy signals, voicemails, and disconnected numbers. Equipped with features like AI-based call routing, real-time analytics, and integration with CRM systems, smart dialers enhance agent efficiency by minimizing downtime and ensuring more live conversations with prospects.

The key difference between predictive dialers and power dialers lies in how they manage call pacing and agent availability:

• Predictive Dialer: Uses AI and algorithms to predict agent availability and customer answer rates. It dials multiple numbers simultaneously, connecting agents only to answered calls while minimizing idle time. Predictive dialers are ideal for high-volume campaigns where efficiency and speed are critical, but they can lead to higher call abandonment rates if too many calls are answered at once without available agents.
• Power Dialer: Dials numbers one at a time in a controlled sequence, ensuring an agent is always available when a call connects. While slightly slower than predictive dialers, power dialers are better suited for smaller teams or campaigns requiring a personalized approach, as they reduce the risk of abandoned calls and prioritize agent-customer interaction quality.

Intelligent Call Pacing

• Uses algorithms to predict agent availability and dials multiple numbers at once.

• Helps ensure agents spend more time talking to live customers rather than waiting for calls to connect.

Advanced Call Routing

• Automatically routes live calls to the next available or most suitable agent (e.g., based on skill set).

• Ensures minimal idle time by matching connected calls with ready agents.

Answering Machine Detection (AMD)

• Identifies when a call is answered by a machine (voicemail) versus a live person.

• Can leave automated messages on voicemails or skip them to focus on live connections.

Campaign Management

• Lets you set up and manage multiple outbound campaigns simultaneously.

• Enables different call scripts, contact lists, and dialing modes for various campaigns (e.g., predictive, power, or progressive dial modes).

Real-Time Analytics & Reporting

• Provides dashboards for monitoring call volume, connection rates, agent performance, and more.

• Delivers historical data for planning, optimizing dialing strategies, and evaluating campaign outcomes.

Compliance Tools & Regulations

• Features like do-not-call (DNC) list filtering and time-zone management help maintain compliance with regulations (e.g., TCPA).

• Includes opt-out mechanisms and call recording policies based on local rules.

CRM & Third-Party Integrations

• Syncs with CRM systems to pull customer data or update records with call outcomes.

• Supports APIs for integrating with other contact center tools, ticketing systems, or analytics platforms.

Dynamic List Management

• Automatically updates or scrubs call lists based on call outcomes (e.g., wrong numbers, DNC requests, or non-responses).

• Ensures fresh, accurate calling data and minimal wasted dials.

Callback Scheduling

• Enables scheduling follow-up calls at the customer’s preferred time.

• Improves conversion rates and customer satisfaction by avoiding inconvenient call attempts.

Scalability & High Availability

• Cloud-based dialers can quickly scale up or down to match outbound call volume needs.

• Failover and redundancy minimize downtime and ensure consistent service quality.