What is a contact centre dialler?

A dialler is a contact centre software that automates the process of dialling customer phone numbers and efficiently recording the results of these calls. Diallers are capable of disseminating pre-recorded messages via interactive voice response (IVR), push notifications, and SMS.

Basic contact centre diallers automate dialling, distinguish live answers from machines, and either play pre-recorded messages or connect to available agents. Beyond the basics, preview diallers let agents review customer information and initiate calls, while predictive diallers use algorithms to maximise call throughput.

Diallers are commonly used in various contact centre scenarios, from sales campaigns to debt collections and proactive customer service, such as addressing potential fraud. The choice of dialler type depends on the business’s specific needs and objectives, including the nature of dialling and multichannel outreach strategies.

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Contact Centre Glossary

How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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