Dialer Solutions

Increase productivity by 300%

Hosted pay-as-you-go Dialer Service

“If your business makes lots of calls, a dialer may be just right for you”

Increase your productivity by 300% and achieve more in less time with our hosted pay-as-you-go dialer service. You have full flexibility to prioritise campaigns, call queues, agent priorities, lists, inbound call processes, etc. The service is fully scalable, from 1 – 5,000 operators.

With the Firstcom dialer you can expect to increase sales, talk time and penetration.  As a cloud-based platform, our experience is that it is easily adopted and rolled out with no software to install.  As well as being a perfect tool for call management, it offers a range of live reporting, analytics and clear compliance benefits.

The Firstcom dialer integrates with Salesforce and Zendesk CRM as standard.  We also offer a range of bespoke integration options.

The Firstcom dialer is feature-rich and includes:

  • All the features and benefits of an on-premise system without the need for upfront investment
  • Pay-as-you-go pricing
  • Multi-channel: voice, text, email and web
  • Easy set-up and configuration, rapid roll-out
  • Progressive, preview or predictive dialling
  • Live data capture, call monitoring and reporting
  • Flexible callback scheduling
  • Time-of-day queue management
  • Login from anywhere via desk, web or soft phone
  • Built-in abandon rate management
  • Flexible data export options

Standard Features

  • Multichannel
  • CRM integration
  • Outbound dialling
  • Inbound ACD
  • Inbound dialling
  • CRM sync interface
  • Blended dialling
  • Change logs
  • PBX
  • Preview, progressive, predictive dialling
  • Mobile app
  • Dashboards
  • Geo/non-geo numbers
  • Instant messaging
  • Admin configuration
  • Set-up wizard
  • “Callback” web plug-in
  • Voice broadcasting
  • Email
  • APIs
  • Click-to-call browser extension
  • Call recording
  • SMS
  • IVR
  • Bulk agent upload
  • Chat
  • Reports/analytics
  • Granular agent permissions
  • Configurable agent screens
  • Wallboards
  • Real-time billing
  • Drag/drop IVR builder
  • Agent status
  • Skills-based routing
  • Scripting
  • Agent monitoring
  • Call monitoring
  • Do-Not-Call Management
  • Conferencing
  • Scheduled callbacks
  • Ofcom compliance
  • iPad agent and monitor apps
  • Flexible cost model
  • Business continuity

Full reporting and cost audits

  • Full visibility of what your staff are doing at any time
  • Different permission levels allow staff to access the resources they need without exposing your business to unnecessary risk
  • Full audit trail so you can see exactly who changed which settings and when – all at no extra cost
  • Transparent billing, giving you instant access to a real-time view of the cost of each call, each site, along with your current credit balance.

“The Firstcom dialer platform can help you enforce compliance”

There are three dialling modes that you can use with the dialer – preview (lets you preview info before a call), progressive (one agent to one call) and predictive (one agent to multiple calls).  Predictive mode is very effective when used correctly.  With the Firstcom dialer used in predictive mode, there is an algorithm to assess the number of available agents, data and the history of the data that predicts how many concurrent calls can be made to keep agents busy whilst keeping abandon rates to a minimum and monitoring the number of those abandons.

Dialer Reporting

Answer-machine detection in some dialers can be one cause of abandoned calls, where the dialer misdetects a person for an answer machine. The Firstcom dialer algorithm minimises the risk of these false positives by passing any such calls through to agents.

Many organisations have to record and retain calls to comply with regulations governing their operations, e.g. FCA-regulated organisations.  With the dialer’s built-in optional call recording feature, this can easily be accomplished.

Dialer Integration

Our Application Program Interface enables clients to integrate key business workflows as well as applications such as lead management tools and CRMs.  This effectively means that clients can integrate with other systems without third-party involvement.

The dialer platform directly integrates with several major CRMs, including Zendesk and Salesforce.

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