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How to choose an Auto Dialer

Choosing a dialer solution can be complicated. Here are the capabilities to consider along with their typical support by different types of software.

Navigating your options

1Standalone dialers

2Outbound call management capabilities with built-in contact platforms

3Marketing campaign manager extensions

4Omnichannel engagement software layered on top of any contact center platform

The following are the most important considerations.

Support:FullPartialNo/limited

Dialer

Features

Standalone Dialers

Contact Centers

Marketing Automation

Omnichannel Engagement

Click-to-call/Preview dialing

Full

Full

Full

Full

Progressive/Power dialing

Full

Full

No/limited

Full

Predictive dialing

Full

Full

No/limited

Full

Agentless

Full

Partial

No/limited

Full

Call Progress Analysis & Answering Machine Detection

Full

Partial

No/limited

Full

Omnichannel

Features

Standalone Dialers

Contact Centers

Marketing Automation

Omnichannel Engagement

Voice

Full

Full

No/limited

Full

Callbacks

Full

Full

No/limited

Full

Notifications

Full

Partial

Full

Full

2-way SMS

Partial

Partial

Partial

Full

Conversational bots

No/limited

Partial

Full

Full

Email

No/limited

No/limited

Full

Full

Compliance

Features

Standalone Dialers

Contact Centers

Marketing Automation

Omnichannel Engagement

Do Not Call

Full

Partial

Partial

Full

Time zone management

Full

Full

Partial

Full

TCPA and consent handling

Full

Partial

No/limited

Full

Privacy (GDPR, CCPA, etc.)

Full

Partial

Full

Full

Data Management

Features

Standalone Dialers

Contact Centers

Marketing Automation

Omnichannel Engagement

File import

Full

Full

Full

Full

CRM integration

Partial

Full

Full

Full

APIs

No/limited

Partial

Full

Full

Built-in Customer Data Platform (CDP)

No/limited

Partial

Full

Full

List and Campaign Management

Features

Standalone Dialers

Contact Centers

Marketing Automation

Omnichannel Engagement

Campaign Management

Full

No/limited

Full

Full

AI models (BTTC, propensity, etc.)

Partial

No/limited

No/limited

Full

Multichannel sequences

No/limited

No/limited

Partial

Full

Campaign chaining

No/limited

No/limited

Full

Full

Contact/lead distribution

Features

Standalone Dialers

Contact Centers

Marketing Automation

Omnichannel Engagement

Skill based routing

Full

Full

Full

Full

Data-driven distribution

Full

Partial

Full

Full

IVR throttling

Full

Partial

No/limited

Full

Sales, service, and collections

Features

Standalone Dialers

Contact Centers

Marketing Automation

Omnichannel Engagement

Rapid Lead Response (Web-to-Lead)

Full

No/limited

No/limited

Full

Contact to agent assignment

Partial

No/limited

No/limited

Full

Customized voice messages

Full

No/limited

No/limited

Full

Local Presence

Full

No/limited

No/limited

Full

Agent desktop options

Features

Standalone Dialers

Contact Centers

Marketing Automation

Omnichannel Engagement

CRM integrated desktop

Partial

Full

Full

Full

Contact Center integrated desktop

Partial

Full

No/limited

Full

Out-of-the-box desktop

Full

Full

No/limited

Full

APIs for custom desktop

Partial

Full

Full

Full

Workflow and automation

Features

Standalone Dialers

Contact Centers

Marketing Automation

Omnichannel Engagement

360-customer view

Partial

Full

Full

Full

Campaigns disposition with notes

Full

Partial

Partial

Full

After-call work automation

Partial

Full

Full

Full

Call guide

Full

Partial

Partial

Full

Contact Center integration

Features

Standalone Dialers

Contact Centers

Marketing Automation

Omnichannel Engagement

Multiplatform support

No/limited

No/limited

No/limited

Full

Agent blending

Partial

Partial

No/limited

Full

2-way identity verification

No/limited

No/limited

No/limited

Full

Reporting

Features

Standalone Dialers

Contact Centers

Marketing Automation

Omnichannel Engagement

Campaign dashboard & reporting

Full

Full

Full

Full

Agent activity reporting

Full

Partial

Partial

Full

Compliance reporting

Full

Partial

Partial

Full

Enterprise grade

Features

Standalone Dialers

Contact Centers

Marketing Automation

Omnichannel Engagement

Public & private cloud

Partial

Full

Full

Full

High Availability & Business Continuity

Full

Full

Full

Full

API-driven

Partial

Partial

Partial

Full

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