Predictive & Progressive Dialer Software

Companies around the world rely on C-Zentrix

Discover the Dialer That Delivers

Are you ready to elevate your call center operations? Our advanced dialer software is designed to empower your team and transform your business. Experience the power of automated dialing, intelligent call routing, and real-time analytics.

Maximize agent productivity, enhance customer satisfaction, and drive revenue growth. With our user-friendly interface and robust features, you can streamline your workflows and achieve your business goals.

Why Your Business Needs CZ Dialer

CZ Dialer is the ultimate tool to supercharge your outbound calling operations. Designed to streamline your workflow and boost efficiency, CZ Dialer can be used for a variety of applications:

Sales and Telemarketing

Rapidly reach out to potential leads and convert them to customers.

Customer Acquisition: Integrate CZ Dialer with Google Ads, Social media ads and webforms. Helps in quicker outreach and conversion.

Promotion: Effectively promote products and services to your target audience and capture their interest with Press 1 campaign.

Customer Service

Outbound Customer Support: Proactively reach out to customers to address their concerns.

Account Management: Build strong customer relationships and improve retention.

Customer Surveys: Gather valuable feedback to enhance customer satisfaction.

Debt Collection

Efficient Collections: Improve collection rates and reduce delinquency.

Regulatory Compliance: Ensure compliance with industry regulations and best practices.

Customer Relationship Management: Maintain positive customer relationships during the collection process.

Field Force Management

Call on the go: Use Dialer within the Mobile App. Field team can engage with prospects and customers.

Remote Team Management: Monitor, manage and access 100% of call recordings in real-time.

Relationship management: Manage relationship with customers with convenience of Dialer on Mobile App.

Intelligent Dialing Modes

Predictive Dialer

Predictive dialer collects data and predicts agent’s availability, average call answer time and places the outbound calls just before the agent becomes available. It automatically dials several contacts at the same time until one answers; and then transfers the call to the most appropriate agent. It can detect answering machines (AMD), busy tones or Special Information Tone (SIT) and transfer the call to the agent when a live person is connected.

The pacing ratio (no. of calls dialed per agent) gets adjusted based on the speed at which calls are completed by the agents. So if the pacing ratio is 3:1, then the dialer dials out 3 calls for each available agent. However, based on the average success ratio of the call and call abandonment, the pacing ratio is adjusted to a lower value, say 2.5:1 or 2:1.

Usage: This is very relevant for high volume campaigns where the leads may not be fully qualified.

Preview Dialer

Preview Dialer allows each contact record to be automatically delivered to agents based on the outbound campaign list. This enables agents to review contact details, specific customer information, prior to placing a call. The preview time can be configured. This ensures they are fully prepared before engaging with the customer. They can also skip to the next contact. However, agent has to wait till the call gets connected.

Usage: For high quality lead and the salesperson reviews the contact before the dialer dials out.

Progressive Dialer

Progressive dialer makes one/more calls at a time, for each agent. The number of calls dialed for an agent is decided by pacing ratio. Usually it is 1:1. The system paces the dialing based on the pacing ratio set and only dials out when an agent becomes available. The pacing ratio remains the same and doesn’t change dynamically. It boosts agent productivity as only Answered calls are passed to the agents. If there is an increase of abandonment rates, then this ratio needs to be adjusted by the process owner or Admin.

Usage: This is very relevant for low volume high value campaigns.

Manual Dialer

Manual dialer, as the name states, is purely manual. The agent can enter the contact number from the keypad and dial out to the contact. While this is not the usual process of calling in contact center but there are one off cases when the agent may have to dial out manually.

Usage: To make a specific call to a customer.

Key Features

Explore the best-in-class features of our dialer

Skill Based Dialing

Connect customers with the most qualified agents to enhance customer satisfaction. The skill based dialing helps customers to optimize the utilization of the available agents and hand over relevant leads to the specific agents. Multiple skills can be set for a Tele-Caller for the auto dialer mode. Skills can be language, product expertise, etc. The skill matrix will have the skill details of agents and skill weightage so that when a call is connected, it gets routed to the right skilled agent available with highest weightage.

Priority Based Dialing

Prioritize important calls and ensure timely follow-ups with our priority based dialing feature. The dialer can dial out the list based on priority that is configured like LIFO/FIFO based. Priority can be set for a fresh number or call back number. As per business rules like VIP numbers (in customer service), Hot leads (in sales) or Likely to pay customers (in collection process) priority can be defined and assigned to the dialer.

List and Campaign Management

Contacts can be uploaded in the list or added by Lead Push API. The campaign can be configured with multiple lists which can be configured for specific date range and dialing time range. Agents can be assigned calls based on single or multiple skills. List priority can be set for calling from different lists. Also calls can be made from different lists based on timezone or area code. Real Time dashboard displays the contacts called, fresh contacts, rechurn contacts etc. Businesses can run multiple campaigns simultaneously.

Churn List

The calls that were not successfully connected by the dialer are automatically dialled back based on the rules set by the administrator. The dialer enables rescheduling the calls after a given interval and re-churn the leads. This ensures the contacts in the list are covered to the maximum. The number of retry attempts and the time interval can be configured by the admin. Priority can be assigned to fresh contacts vs the rechurned contacts.

Record & Monitor

Improve quality assurance, agent training, and compliance with our comprehensive call recording and monitoring features. CZ Dialer automatically records 100% of the calls and stores all the calls made. This helps in analysing all the calls and identifying the areas of improvement. Our advanced analytics tool provides valuable insights into agent performance, call quality and customer interactions. By monitoring call quality and agent behaviour, you can identify training needs, improve customer service, and ensure compliance with industry regulations.

Intelligent Call backs / Sticky Agent

CZ Dialer implements a strict algorithm for call back so that the call is connected to the same agent who the customer spoke with the first time. The call back rules can be based on standard switch level disposition as well as customized disposition as set by the dialer administrator. The callback can be set to a specific agent or any agent in the campaign as per the selection made by the agent.

Seamless Integration with Lead Push API

This API provides an easy and convenient way to push the leads (contacts) to the dialer lists from 3rd party applications like CRM, Website, Social media etc. So, any new customer who shows interest in the company's products or services, the contact number can be pushed to the dialer and the contact is connected over a phone call. This can also be integrated with 3rd party integration platforms like Zapier or Make.

Do Not Call (DNC) List / NDNC

It's important to remain compliant in non consent calls. People who have marked their phone numbers for DNC should not receive promotional calls. The dialer maintains a Do Not Call (DNC) register. If the DNC is checked for the specific campaign, it will dial out only to the contacts who are not in the DNC register. All DNC calls will be marked in the call detail report. The DNC can be also accessed from the National DNC register of the specific country.

Number Masking

For privacy reasons the end user number should not be displayed to the agent. The administrator can enable number masking. The format of number masking can be decided by the administrator like only show the last three numbers. So the agent can only see the masked number on the agent desktop.

Rule Based Dialing

Businesses may have different priorities for making outbound calls. The dialer can have different rules like LIFO, FIFO, lead priority, alternate number dialing (same contact has multiple numbers), Fresh vs Non contactable, These rules can be configured for specific campaigns. This offers flexibility as the campaign can have different priorities.

Time Zone Management

Some countries like the USA or Australia have different timezones. The dialer is intelligent to factor in different time zones that match the recipient’s local time. This ensures that the contact in the list is called on their specific time zone and prevents untimely interventions. This increases the likelihood of reaching out to the prospects during their available hours and improves the success rate of the campaigns.

Ready to transform your call center operations?