Open-source predictive dialer for your call center save time and free up your agents to handle a larger volume of calls and engage with potential leads that much faster.
Rapidly advancing call center software technology has changed the way call centers function over time. Over the years, call center software solutions have been evolving constantly to make calling customers faster, more quantifiable, and precise.
An example of such technological advancement is predictive dialing. Predictive dialer help in improving the productivity of your call center by increasing the utilization of the agents’ idle time by 92% which in turn shoots up the productivity by 200-300%.
What is a Predictive Dialer?
A predictive dialer is sort of an auto dialer that uses statistical analysis to predict and place calls even before a sales agent is free to make the call. It is unlike other auto dialer that place calls only once the agent is free.
In other words, an auto dialer simply places calls one after the other. A predictive dialer, on the other hand, uses algorithms and even machine learning techniques to reduce agent downtime. It dials multiple numbers at a time and connects the agent to the call that has been answered. In this way, agents do not have to waste time while waiting for a call to be answered. Instead, they already have an active call queued up for them as they conclude the current call.
For instance, the predictive dialer system detects that only 40% of calls are being answered by leads on a particular day and the average time of agents on each call is 300 seconds. Now if the customers are taking 10 seconds on an average to pick up calls, then the system automatically dials numbers for an agent at the 290-second mark to save 10 seconds of the agent’s time.
How Do Predictive Dialer Work?
As the name suggests, predictive dialer software uses algorithms and formulas to predict when the agent will be able to receive the next customer on call. The predictive dialer software also dials phone numbers on the agent’s behalf to save the time that agents would otherwise spend dialing numbers manually.
The dialer makes these assumptions based on the patterns observed in previous calls such as how long it takes on an average for a customer to answer a call, typical call duration, etc. In this way, agents have a steady stream of calls for them.
A basic predictive dialer has the following components –
- List management software (often integrated with a CRM solution) to determine which numbers to call
- Admin software that helps in managing agents
- Software to determine how the call progresses (For example, no answer, a busy signal, etc.)
- Algorithm to determine how much to dial and when to dial
- Inbuilt reporting
The predictive dialer goes through the list of contacts to determine how many calls should be assigned per agent. This is called the Concurrent Call Ratio. Some of the metrics used to determine this ratio are real-time hit rate, number of available agents, average time per call, number of contacts, etc.
Who Uses Predictive Dialers?
Predictive dialer were initially used for debt collection or to increase customer engagement. Predictive dialer systems started off as a hardware solution but later evolved into open-source software solutions which are offered by many vendors today.
Many companies prefer open-source predictive dialer to minimize infrastructure and upfront costs. Some of these predictive dialer software programs even come integrated with CRM software. They provide insights based on various call metrics.
Currently, many companies use open-source predictive dialer for market research, telemarketing, customer service follow-ups, etc. Some companies also use these dialer to maximize the time spent on the phone for nurturing leads.
How Effective Are Predictive Dialers?
Since predictive dialer help you save a lot of time, they are very effective. For instance, let’s say that typing a number manually takes 30 seconds per agent and each agent has a target of 100 calls per day. Each call takes about 3 minutes. Based on these numbers, each agent spends about 50 minutes each day just typing numbers. The predictive dialer can help save this time for better agent utilization.
This helps increase the overall efficiency of the call center thereby improving customer experience. With the help of a predictive dialer, you will also be using your resources to their maximum potential.
The only downside of open-source predictive dialer is that they don’t leave any time gap for agents to research the leads between calls. Hence, they may not be as effective for companies selling high-value items or companies looking to create a stellar customer experience.
10 Best Open-Source Predictive Dialer Software
#1 Knowlarity
Knowlarity is an India-based telephone solutions provider that primarily focuses on the business communication industry. It enables you to upgrade your call center solutions with its useful open-source predictive dialer software with its wide range of advanced features.
Key Features
- CRM Integration
- Lead Management
- Call Routing
- API Integration
- Call Recording
- Internal Call Transfer
- Multiple Extensions/ Access lines
- Text-to-Speech
- Customizable Welcome Greeting
- Call Logs
- Smart Call Tracking
- Multiple Simultaneous Calls
- Voicemails
- Toll-Free Number
- Single Access Number
- Call Management
- Real-Time Reporting
- Email Notifications
- Text to Speech
- Custom Sender ID
Pros
- Cost-effective
- An easy integrating cloud-based solution
- It has all the latest features
Cons
- Poor customer and product service
- You may encounter a few issues with outbound calls at times
Pricing
| Plan 1 | Plan 2 | Plan 3 |
| $47/user/month | $40/user/month | $28/user/month |
#2 CallHippo
CallHippo is a VoIP based virtual phone system software that can be accessed via a laptop or desktop. Its open-source predictive dialer feature is easy to use and offers robust functionality with advanced features. CallHippo’s predictive dialer can enable your sales team to have more interactive conversations with customers.
Key Features
- CRM Integration
- Lead Management
- Call Routing
- API Integration
- Onboarding Coach
- Call Recording
- Internal Call Transfer
- Multilingual IVR System
- Contact Tags and Custom Fields
- Multiple Extension & Access line
- Text-to-Speech
- Call Disposition
- Call Logs
- Smart Call Tracking
- Data import synchronization
- Standalone Dialer
- Email Notifications
- Automated tasks
- Call Barging
- Multiple Simultaneous Calls
Pros
- A reputable service provider that is known for offering a great customer experience
- Free-of-cost basic plan
- Latest features
- Budget-friendly
Cons
- Doesn’t work very well with Chrome extension
- No fax service
Pricing
| Bronze | Silver | Platinum | Enterprise |
| $14/user/month | $18/user/month | $30/user/month | Price on request |
#3 MyOperator
A cloud-based virtual phone system, MyOperator provides features such as live call tracking, IVR, virtual receptionist, list management software, etc. besides its predictive dialer feature. It helps project your company as an organization with a sophisticated setup. Its open-source predictive dialer software enables your agents to target more customers every day.
Key Features
- CRM Integration
- Mobile App
- Lead Management
- List Management
- Online Fax
- Complete Messaging Platform
- API Integration
- Call Recording
- Call Logs
- Reporting
- Voice and Data Integration
- International Numbers
- Outbound Caller ID
- Multilingual IVR System
- Skill-based Routing
- Task Automation
- Contact List Compilation
- Call Transfer
- Auto Dialer
- Call Reporting
Pros
- Good customer experience
- Latest features
- Easy-to-use
- Great for monitoring campaigns
Cons
- Limited reports on missed calls
- Customer service has been reported as being unresponsive at times
- Outgoing calls are extremely expensive
Pricing
| Office IVR System | Cloud Call Center | |||
| Mobile Number | Toll-Free Number | Desk Plan | Prime Plan | Enterprise Plan |
| $30/month | $30/month | $67/month | $268/month | Price on request |
#4 Voiptime Cloud
Voiptime Cloud is a telemarketing solution with an in-built lead management system that can help manage call campaigns with its super-fast predictive dialer. It displays a comprehensive reporting system. Voiptime’s open-source predictive dialer can enable you to provide multilingual IVR support to cater to customers across the world.
Key Features
- CRM Integration
- Lead Management
- Call Routing
- API Integration
- Onboarding Coach
- Call Recording
- Internal Call Transfer
- Multilingual IVR System
- Contact Tags and Custom Fields
- Multiple Extensions/ Access line
- Text-to-Speech
- Call Disposition
- Call Logs
- Smart Call Tracking
- Data Import Synchronization
- Standalone Dialer
- Email Notifications
- Task Automation
- Call Barging
- Multiple Simultaneous Calls
Pros
- Uses the latest technology such as ACD and intelligent routing
- Excellent service time
Cons
- Not available for mobile platforms
- Limited reports
- Complicated instruction manual to set up the software
Pricing
| Professional level | Enterprise-level | |
| 10 agents | $42/user/month | $63/user/month |
| 10+ agents | Price on request | Price on request |
#5 RingCentral
RingCentral is a server-based, flexible, customizable, and cost-effective solution. With its open-source predictive dialer, you can fuel collaboration among your workforce by allowing them to connect with each other over voice calls, video calling, team messaging, online conference meetings, and more.
Key Features
- Call Recording
- Call Management
- Call Monitoring
- IVR / Voice Recognition
- Call Logging
- Mobile Access
- Call List Management
- Web Conferencing
- Employee Directory
Pros
- User-friendly interface
- High-quality voice communication
- Free demo for all plans
- Great for remote working call centers
Cons
- Does not have all the features found in other cloud-based systems
- Fax system does not work well at times
- Their prices are not inclusive of taxes
Pricing
| Users | Essential | Standard | Premium | Ultimate |
| 1 | $29.99/month | $34.99/month | $44.99/month | $59.99/month |
| 2-19 | $19.99/user/month | $24.99/user/month | $34.99/user/month | $49.99/user/month |
| 20-99 | – | $24.99/user/month | $34.99/user/month | $49.99/user/month |
| 100-999+ | – | $22.99/user/month | $32.99/user/month | $42.99/user/month |
#6 Aavaz
Aavaz offers affordable inbound, outbound, and blended call center platforms that are designed to be scalable. Its open-source predictive dialer solution comes with various features that create value for marketing, sales, and customer support departments.
Key Features
- Multiple User Login/ Role-based Access
- Lead Management
- IVR and Dial Groups
- Multiple Extension/ Access Lines
- API Integration
- Call Recording
- Call Logs
- Multiple Simultaneous Calls
- Toll-Free Number
- Banquet and Conference Management
- Call Routing
- Internal Call Transfer
- Customizable Welcome
- Single Access Number
Pros
- Cost-effective
- User-friendly
- Highly customizable
Cons
- Does not have elaborate features like other software solutions
- Set-up process has been reported to be confusing
Pricing
Aavaz offers a customized plan but you can check out its call center suite to access its predictive dialer which charges $20 per user per month with access to all its features. A free trial is also available.
#7 ChaseData
ChaseData is a SaaS-based call management solution ideal for small companies with call centers. It allows only 4 or 5 users at the most. Its salient features include both predictive dialing and progressive dialing.
Key Features
- CRM Integration
- Quality Management
- Call Routing
- Call Recording
- Call Management
- Application Integration
- Applications Management
- Real-Time Monitoring
- Live Chat System
- Compliance Management
- Real-Time Reporting
- Call Monitoring
- Predictive Dialer
- Blended Call Centre
- Call Logging
- Call Scripting
- Inbound Call Centre
- Outbound Call Centre
- Queue Manager
- Call Reporting
Pros
- Simple web-based solution
- Highly scalable
Cons
- Does not have elaborate features
- Issues during implementation
- Requires more end-user testing
Pricing
| Small Business | Professional | Enterprise |
| $89/user/month | $139/user/month | $169/user/month |
#8 Ricochet360
Ricochet360 is a cloud-based platform with an in-built lead management system, inbound call tracking features, and a marketing automation solution. It is an all-in-one dialer that can be integrated seamlessly with your CRM, making it ideal for both inbound and outbound call centers.
Key Features
- Contact Manager
- CRM and Sales Dashboards
- CRM and Sales Reports
- CRM Analytics
- Email Integration
- Email Marketing/ SMS Marketing
- Marketing Analytics
- Marketing Automation
- Mass Email
- Appointment Management
- Sales Tracking
- Lead Management
- SalesForce Automation
- Customer Database
- Workflow Management
- Call Centre Management
- Campaign Management
- Inquiry Management
- Team Management
- Customization
- Gamification
- Multi-Channel Communication
Pros
- Includes a simple cloud phone system plan
- All-in-one ecosystem for telemarketing
- Highly customizable
Cons
- Available only for Windows and Android
- No desktop sharing feature
- Set-up is a bit difficult
Pricing
| Starter | Booster | Galaxy |
| $45/user/month | $95/user/month | $130/user/month |
#9 LeadsRain
LeadsRain provides a cloud-based open-source predictive dialer that helps you reach your customer faster and enables small and mid-sized enterprises to set higher targets for their call centers. Using its predictive dialer and other advanced features, you can boost the performance and productivity of your call center agents.
Key Features
- Performance Management
- Lead Management
- Call Routing
- Call Recording
- Call Management
- Dashboard
- Call Centre Management
- Call Monitoring
- Inbound Reporting
- IVR / Voice Recognition
- Outbound Reporting
- Predictive Dialer
- VoIP
- Campaign Management
- Call Logging
- Call Scripting
- Outbound Call Centre
- Progressive Dialer
- Call Reporting
- Power Dialer
- Call Results
- Call Transfer
- Call-back Scheduling
- Campaign Specific Caller ID
- FCC Compliance
- FTC Compliance
- Preview Dialer
- Auto Dialer
- Surveys
- Call Duration
- Unattended Call Management
Pros
- Has the latest, advanced features
- 24/7 sales support
- Great customer feedback
Cons
- Does not have a mobile platform
Pricing
| Price | Minutes | |
| 1-5 agents | $200 | 10,000 |
| 5-10 agents | $360 | 20,000 |
| 10-15 agents | $750 | 50,000 |
| 15-20 agents | $1250 | 100,000 |
| 20+ agents | Price on request | 150,000+ |
#10 Dialshree
Dialshree is a feature-rich open-source predictive dialer software designed to serve startups and agencies. Dialshree’s predictive dialer software provides end-to-end solutions that can be run efficiently on Windows platforms. The software offers features such as call recording, callback scheduling, and a list management system, all on a single platform.
Key Features
- IVR System
- Voice Broadcasting
- CRM Integration
- Click2call
- Conferencing
- Call Recording
- Call Scheduling
- Predictive Dialer
- Power Dialer
- Unlimited Call Queue
Pros
- Customizable features
- Real-time activity monitoring
- Easy to change user roles
- Additional features available at a low cost
Cons
- Auto dial for callback feature is missing
- No regular updates to fix troubleshooting issues
- Some implementation problems
Pricing
Price on request
Summing Up
We hope this list of our top picks from open-source predictive dialer software solutions available in the market today has made it easier for you to choose the best solution for your business. We recommend that you opt for the most customizable solution that falls within your budget.
Have you heard about any of these open-source predictive dialer? What are your thoughts on them? Would you like to recommend any other predictive dialer? Do let us know in the comments section.
Need Any Technology Assistance? Call Pursho @ 0731-6725516
