Call Center Application

Predictive dialer & call automation for call centers

About Call Center Application

Dialing Innovations’ Call Centre Application is a hosted predictive dialer and automated outbound calling tool for call centers. The cloud-based tool is designed to aid with call center operations by automating tasks such as lead prioritization, call distribution, call recording, answering machine detection, lead cost tracking, and more.

The predictive dialer feature within Call Centre Application enables call center agents to manage their calls and ensure that all outbound calls are connected to real people, by filtering out busy signals, automated answering machines, or fax machines. The predictive dialer uses algorithms to predict call answer times and agent availability, and adjusts the dialing rate accordingly in order to match as many agents with active calls as possible. Unanswered or unsuccessful calls are discarded by the predictive dialer with the aim of saving time for the agents. The Call Centre Application predictive dialer also analyzes both answered and unanswered calls and automates the process of deciding if agent intervention is needed, and automatically assigns them based on availability.

The system can be customized with features such as a pre-recorded message when the dialer reaches an answering machine, and the setup of any-agent or agent-specific callbacks. Specific numbers can be blacklisted so that the predictive dialer avoids them entirely. Other features include caller ID customization, IVR, call transfer management, campaign management, call recording and monitoring, and more. Call Centre Application also facilitates the monitoring of call center performance with customizable reporting on metrics such as lead cost, carrier errors, recent sales, agent performance, server performance, and more.

Pricing starting from:

N/A

  • Free Trial
  • Free
  • Subscription

Key benefits of Call Center Application

  • Automate outbound calling with the predictive dialer which scans calling lists and detects busy signals, answering machines, and skips numbers on the “do-not-call” list. Calls are routed to agents once a real person is on the line.

  • Record calls to monitor agent performance and review calls as and when needed. Call recording can be triggered at any time and can be used for training or compliance purposes.

  • Gain insight into business operations with reporting tools to track lead costs, summaries of performance, log carrier errors, call reports, lead performance, agent performance, agent timesheets, and more.

  • Manage agents with features such as limits for new leads per agent, callback assignment, availability tracking, definable agent wrap-up times, listen-in options, and remote login for agents.

  • Prioritize leads based on aspects such as waiting time, history, type of call, and more, and search for specific leads within the contact database. Caller IDs are provided per lead so that all calls can be tracked and called back in necessary.

  • Devices

    Business size

    S M L

    Markets

    United States

    Supported Languages

    English

    Pricing starting from:

    N/A

    • Free Trial
    • Free
    • Subscription

    Images

    The call monitoring page allows users to track active calls, calls ringing, and agent stats
    Call transfers can be done between agents with the click of a button
    Reports can be generated to track call, agent, and business performance
    View 4 more
    Call Center Application video
    Call Center Application screenshot: The call monitoring page allows users to track active calls, calls ringing, and agent stats Call Center Application screenshot: Call transfers can be done between agents with the click of a button Call Center Application screenshot: Reports can be generated to track call, agent, and business performance

    Features

    Total features of Call Center Application: 31

    • API
    • Answering Machine Detection
    • Automatic Call Distribution
    • Automatic Lead Distribution
    • Availability Management
    • Call List Management
    • Call Monitoring
    • Call Reporting
    • Call Routing
    • Call Transfer
    • Callback Scheduling
    • Caller ID
    • Campaign Planning
    • Chat
    • Computer Telephony Integration
    • Contact Database
    • Cost Tracking
    • Custom Fields
    • Custom Forms
    • Data Import/Export
    • Employee Management
    • Lead Distribution
    • Monitoring
    • Multi-Campaign
    • Performance Reports
    • Prioritizing
    • Queue Manager
    • Real Time Reporting
    • Summary Reports
    • Timesheets
    • Web Forms

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    Reviews

    Overall rating

    4,8 /5
    (14)
    Value for Money
    4,9/5
    Features
    4,9/5
    Ease of Use
    4,8/5
    Customer Support
    4,5/5

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    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 14
    Bill C.
    Overall rating
    • Industry: Telecommunications
    • Used Other for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    DI provides personal, high-level service.

    Reviewed on 2018/03/08

    Pros

    Feature rich, combining the best call center software features from all the competition. Incredibly stable.

    Gypsy F.
    Overall rating
    • Industry: Food & Beverages
    • Company size: 11-50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Great system! Saved my business money.

    Reviewed on 2019/05/01

    We have benefited not only be reducing costs through canceling our traditional phone service but...

    We have benefited not only be reducing costs through canceling our traditional phone service but also greater productivity. Employees no longer waste time answering the phone for sales or robo calls and customers calls get routed to the appropriate person which reduces employee time spent on the phone.

    Pros

    Great price for a quality service. Easy to set up and manage. I have had no issues with service. I have reached out to tech support when wanting to make changes to the system and they were helpful!

    Cons

    Nothing so far has been negative. I really have liked everything.

    Karl G.
    Overall rating
    • Industry: Restaurants
    • Company size: 201-500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    Dialing Innovations

    Reviewed on 2019/04/24

    We have 30 of these systems, and i i probably have to call once a month for support for all...

    We have 30 of these systems, and i i probably have to call once a month for support for all locations.

    Pros

    Its a cheap alternative to a big phone bill.

    Cons

    When you call in the phone system often doesn't ring. It just goes strait to the automatic attendant.

    Tania B.
    Overall rating
    • Industry: Financial Services
    • Company size: 2-10 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    The software is excellent and very reliable.

    Reviewed on 2018/02/28

    Productivity, profit increase, workflow efficiency, ease of system management.

    Productivity, profit increase, workflow efficiency, ease of system management.

    Pros

    The ability to manage multiple campaigns for different departments simultaneously has been easy and beneficial. This software has increased our productivity and workflow. We have the ability to view the results/data for the campaigns throughout the day.

    Cons

    The software looks intimidating with all of the screens, but it is easy to get used to and there are training videos on the website.

    George E.
    Overall rating
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    Very responsive. Great product.

    Reviewed on 2018/03/09

    Pros

    This product makes our team much more efficient. We rely on its performance on a daily basis and it has always worked well. The money we save by using it is substantial. I would Recommend it to anyone needing a quick fix to their incoming needs.

    Cons

    At times installation can be a short term problem. However the effort to install is worth the time and effort. Our team finds it easy to use and very functional.

    Showing 5 reviews of 14 Read all reviews

    Call Center Application FAQs

    Below are some frequently asked questions for Call Center Application.

    Call Center Application offers the following pricing plans:

    • Pricing model: Free, Subscription
    • Free Trial: Available

    Contact Dialing Innovations for pricing information.

    Call Center Application offers the following features:

    • Answering machine detection
    • Automatic call distribution
    • Automatic lead distribution
    • Availability management
    • Call analysis
    • Call list management
    • Call logging
    • Call monitoring
    • Call routing
    • Call transfer
    • Callback scheduling
    • Caller ID
    • Campaign planning
    • Chat
    • Custom fields
    • Custom forms
    • Customer engagement center
    • Data import/export
    • Employee management
    • Hotkeys
    • Lead distribution
    • Live chat
    • Manual dialer
    • Multi-campaign
    • Multi-part conferencing
    • Open database design
    • Performance reports
    • Prioritizing
    • Progressive dialer
    • Quality management
    • Queue manager
    • Real time reporting
    • Summary reports
    • Telemarketing management
    • Telephony integration
    • VoIP
    • Voice & data integration
    • Web forms

    Call Center Application has the following typical customers:

    Small Business, Mid Size Business

    Call Center Application supports the following languages:

    English

    We do not have any information about what devices Call Center Application supports

    We do not have any information about what integrations Call Center Application has

    Call Center Application offers the following support options:

    Phone Support, Online Support, Video Tutorials

    Related categories

    See all software categories found for Call Center Application.