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Contact Center

Overview

Our Dialer is a comprehensive contact center solution designed to streamline outbound and inbound campaigns.

It includes a Dialer Dashboard, Agent Management, Campaign Management, and Lead Management functionalities.

The dialer supports Auto Dialer, Preview Dialer and Broadcast Dialer (AI Agent) for flexibility in call operations.

Types of Dialer

Here, we've three types of dialers at your disposal.

1. Preview Dialer

2. Auto Dialer

3. Broadcast Dialer

Preview Dialer

A Preview Dialer is an outbound dialing system, where the agent has detailed information about the customer before dialing.

The agent gets enough time to review and decide whether to call the person and hit the call button to initiate the call.

How it works?

flowchart TD
    style A fill:#E1F5FE,stroke:#0277BD,stroke-width:2,rx:10,ry:10
    style B fill:#FFF3E0,stroke:#EF6C00,stroke-width:2,rx:10,ry:10
    style C fill:#F3E5F5,stroke:#6A1B9A,stroke-width:2,rx:10,ry:10
    style D fill:#E8F5E9,stroke:#2E7D32,stroke-width:2,rx:10,ry:10
    style E fill:#FFEBEE,stroke:#C62828,stroke-width:2,rx:10,ry:10
    style F fill:#E0F2F1,stroke:#00796B,stroke-width:2,rx:10,ry:10

    A(["👩‍💼 Agent becomes available<br/>🟢 Marks as 'Ready'"]) --> B(["📋 System selects the contact<br/>🔍 Displays profile:<br/>- First/Last Name<br/>- Address, Contact<br/>- City, Gender<br/>- Email<br/>- Comments"])
    B --> C(["🧠 Agent reviews info:<br/>📜 Assess script<br/>🎯 Prepare pitch<br/>🤳 Decide to dial"])
    B --> G(["🧠 Agent reviews info: <br> ❌ Decides to skip"</br>])
    G --> B
    C --> D(["📞 Agent clicks 'Dial'<br/>"])
    D --> E(["📝 Call ends<br/>Agent adds:<br/>- Notes<br/>- Tags<br/>- Disposition"])
    E --> F(["🔄 Next preview pops up"])
    F --> B

Auto Dialers

Its an outbound dialing system that automatically dials numbers from a contact list and connects answered calls to available agents in real-time.

How it works?

flowchart TD
    style A fill:#E0F7FA,stroke:#006064,stroke-width:2,rx:10,ry:10
    style B fill:#FFF3E0,stroke:#EF6C00,stroke-width:2,rx:10,ry:10
    style C fill:#F1F8E9,stroke:#33691E,stroke-width:2,rx:10,ry:10
    style D fill:#F3E5F5,stroke:#6A1B9A,stroke-width:2,rx:10,ry:10
    style E fill:#E8F5E9,stroke:#2E7D32,stroke-width:2,rx:10,ry:10
    style F fill:#FFEBEE,stroke:#C62828,stroke-width:2,rx:10,ry:10

    A(["👩‍💼 Agent finishes call<br/>🔄 Marks as 'Ready'"]) --> B(["📋 System pulls<br/>next number from list"])
    B --> C(["📞 System auto-dials<br/>the contact"])
    C --> D{"📲 Call Answered?"}
    D -- "✅ Yes" --> E(["Call enters the queue"])
    E --> F(["🤝 Connect call<br/>to the available agent immediately"])
    D -- "❌ No" --> G(["⏭️ Skip to next number"])
    G --> B
    F --> A

Broadcast Dialer (AI Agent)

A Broadcast Dialer is an automated outbound calling system where an AI Agent initiates and handles the entire interaction with the customer. This dialer involves no human intervention.

Once activated, the system starts dialing contacts in bulk. The AI Agent engages with each person using natural conversation, guided by a predefined script and logic.

You can create your own personal AI Agent. Click here to know more.

Pros:

  • High speed and efficiency — thousands of calls per hour.
  • Consistent, 24/7 availability.
  • Reduced cost due to no human involvement.

How it works?

flowchart TD
    style A fill:#F3E5F5,stroke:#6A1B9A,stroke-width:2,rx:10,ry:10
    style B fill:#E8F5E9,stroke:#2E7D32,stroke-width:2,rx:10,ry:10
    style C fill:#FFEBEE,stroke:#C62828,stroke-width:2,rx:10,ry:10
    style D fill:#E1F5FE,stroke:#0277BD,stroke-width:2,rx:10,ry:10
    style E fill:#FFF3E0,stroke:#EF6C00,stroke-width:2,rx:10,ry:10

    A(["🤖 AI Agent becomes active<br/>🟢 Starts broadcast campaign"]) --> B(["📞 System auto-dials next contact"])
    B --> C(["🧠 AI Agent interacts:<br/>- Uses custom script<br/>- Detects intents<br/>- Responds in real-time"])
    C --> D(["📝 AI logs outcome:<br/>- Call summary<br/<br/>- Disposition<br/>- Optional transcription"])
    D --> E(["🔄 Moves to next contact automatically"])
    E --> B

From this point forward, we move into the next section Setting up and using the Contact Center.