Hostcomm Predictive Dialler

Predictive Dialler

Optimise agent talk time and increase revenue.

Get intelligent automatic dialling that learns the best time to call, your agent availability, and which are the best prospects. 

Improve agent productivity and grow your business faster

  • We can help you grow your business faster by increasing your agent productivity by up to 300% over manual dialling.
  • Your cloud dialler service comes with everything you need to quickly start your outbound or blended campaign, you just need to import your data. 
  • Protect your current business with a high level of security (to PCI DSS standards) and remain within compliance regulations such as GDPR and OfCOM.
  • We take ownership of the system to help you to reduce operational problems. And because our technology is flexible and scalable, it can change to fit your business needs.
  • NEW FEATURE!! - chatbot dialler agent Add a multi-language virtual voice agent to your outbound dialler team for only £40pm More information here>>.

Visit Our Dialler Pricing Page

Use our dialler calculator to work out the cost of your ideal plan. We offer pay as you go or fully inclusive deals.

 Hosted Dialler Pricing

Key features of your cloud dialler to give you peace of mind, flexibility and cost control:

Multi-Mode Dialling

Handle high volume calling with ease. You can control the dialler speed from manual "click to dial" to more advanced progressive or predictive modes.

Learn about Dialling Modes

Omni-channel solution

A complete outbound and blended omni-channel inbound solution from a single supplier, reducing your operational costs and admin overhead.

Learn more about Omni-channel

Dedicated UK Servers

Your service will be hosted on secure UK based servers, dedicated to you, giving you full control of performance and removing the risk of data leaks through tight security.

Monitoring and Reporting

We have a range of real time and custom and bespoke campaign reporting options to help you manage your campaigns more effectively. 

More about Monitoring & Reporting

PCI DSS IVR Payments

Accept payments from your customers using our integrated IVR Payment system which will shortly be PCI DSS accredited.

Find out More about PCI DSS Payments

Scripting and Surveys.

Collect customer information accurately and develop your own user scripts to ensure that your customer has a professional experience.

We offer Agent Web scripting and surveys.

For a full list of features that we offer please visit our Dialler Feature List

Don't take our word for it, sign up for a 30 day FREE TRIAL and see for yourself!

 FREE TRIALDialler Pricing

Agents can achieve higher talk time – up to 50 minutes in the hour

If your company makes outbound calls, you can benefit from a predictive dialler for the most efficient way to call contacts and maximise agent productivity. Our hosted predictive dialler can also dial in ratio and manual 'click to dial' mode if that better suits your objectives.

You can learn more about dialling modes in our eBook, The Truth About Diallers.

Wallboard & Custom Reporting

The Advanced Agent Activity Wallboard provides a range of views so you can look at the overall performance in different levels of detail. There are also over 50 standard reports and we can create custom reports too. 

Learn more about how our Advanced wallboards overview. 

hosted dialler wallboard and reports

Real time visibility of your team's performance.

Secure Agent Assisted Payment System

If your contact centre handles credit and debit card payments, you have a duty to protect your customers from fraud. Our agent assisted service requires no training and the agent is not exposed in any way to card data or DTMF tones.

  • PCI DSS compliant (from end of November 2018)
  • Low monthly cost
  • Easy to use and agents can be trained quickly
  • Works with most payment gateways using secure API
  • Agent has visibility of client's card payment progress.
  • Client is returned to Agent automatically following payment.

Scripting and Surveys

With intelligent-agent scripting, you can keep your agents on-topic while they feel knowledgeable and confident. 

Here are some of the task automation features available:

  • Conditional logic and page branching
  • Ideal for on-call quote or order configuration
  • Embed dialler feature buttons  
  • Screen Pop script when call is connected
  • Data capture in MySQL format for easy export
  • Custom branding to suit your corporate needs
  • Self update from database option

Integrating your CRM system will benefit your business

Hostcomm has successfully integrated the above CRM systems. If you currently use another vendor we will be happy to investigate it further. 

This simple tool lets your agents contact customers at a touch of a button, improving efficiency and reducing errors. And using click to dial from a single call list integrated with your office systems, you avoid duplicate and mismatched data.

By integrating your cloud dialler or contact centre into your business workflows, you increase the effectiveness of your processes. Hostcomm have a number of features that can be built into a complete workflow, such as triggering an email or SMS message when an agent dispositions a call.

Using customer data, such as a phone number or email address, the dialler will "pop" a record with relevant customer information, pulled from your CRM. Your agent then has key information at their fingertips for a more productive conversation.

In addition to screen pops, the dialler can present a script for the agent to use. This ensures customers get any important legal disclaimers and other compliance wording presale. An exceptional resource for agent training, it also gives callers a consistent customer experience.

Sales can be prevented or delayed if the right information isn't collected accurately in the initial sales call. Data capture can be used for initial identity checks or to collect information to goes directly onto your system without the need to re-enter it.

Surveys can also help productivity and efficiency without annoying your customers or losing new business income.

Call recordings are essential for most businesses and can be used for training purposes or to settle disputes, but the process can be difficult to administer. 

Using Hostcomm’s Call Recording facility, all your recorded calls are stored on our secure servers. And with our advanced search capabilities, finding the exact call recording you need is easy. Plus, we can hyperlink the call recording to any client record.

When customers need to use their credit or debit payment cards, agents can connect them to a secure payment IVR to complete the transaction. Once completed, agents can reconnect with the customer to finish the call.

The Hostcomm payment IVR fully complies with the Payment Card Industry Data Security Standard (PCI DSS). 

Dialler Full Feature List

Click on the tabs below to learn about more about the features within the Hostcomm Predictive Dialler, that are available to improve your business productivity.

  • Predictive, progressive and preview dialling
  • AI chatbot dialling instead of agents
  • Lead recycling
  • 3rd party conferencing (with DTMF macros and number presets)
  • Inbound, Outbound and Blended call handling, also Inbound Email and Chat
  • Scheduled Callbacks: Agent-Only and Anyone
  • Agents can work from almost any internet connected computer
  • Agent Scripting with customer data
  • External CRM Integration
  • Virtually limitless campaigns, lists, IVRs, inbound queues, DIDs, phone accounts, voicemail boxes.
  • Automatic Call recording with advanced call recording search.
  • Transfer calls with customer data to a closer/verifier
  • Autodial campaigns to start with a simple IVR then direct to agent
  • Park the customer with custom music per campaign
  • Set outbound CallerID per campaign or per list
  • Automatically dial unlimited alternate numbers until you get an answer
  • Dialling with custom Time Zone restrictions e.g. per region and per day-of-the-week
  • Dialling with Answering Machine Detection, also playing a message for AM calls
  • System-wide and per-campaign DNC lists that can optionally be activated
  • 3rd party blind call transfer
  • Outbound agent-controlled, broadcast and predictive dialing
  • Web-configurable IVRs and Voicemail boxes
  • Zoiper Webphone is included
  • Push contact data when transferring a call to another agent or supervisor
  • The agent web application is available in multiple languages.
  • An agent can call clients in succession from a database through a web-client.
  • Display a script for the agent to read with fields like name, address, etc. filled-in.
  • Agent can take both inbound and outbound calls in one session(blended).
  • Start and stop recording an agent’s calls at any time.
  • Schedule a callback with a customer as either any-agent or agent-specific.
  • Faster hangup and dispositioning of calls with one key press (HotKeys).
  • Integrated web-based agent phone included, requires no agent setup.

Agent's can:

  • Be logged from anywhere with just a phone, web browser, and an internet connection.
  • Select a Pause Code when they are not active.
  • Control volume levels and mute themselves.
  • View the statuses of other agents on the system.
  • View details for calls in queue that the agent is selected to take calls from.
  • Select and click to take calls in queue from their agent screen.
  • Shift enforcement by day and time, defined per user group.
  • View internal chat users activity.
  • View queue callers.
  • Chat with customers from a website through the agent web screen
  • Chat with managers and other agents in the agent web screen
  • Bot can handover to a human automatically when unsure
  • Unlimited bot deployments
  • Omnichannel - chat, email, webrtc click to call, buttons
  • Speech recognition through web browser
  • Speech to text
  • Social Media integration
  • Text to speech
  • Set up using simple web code snippet
  • Easy bit programming
  • Bot development services
  • Database integration
  • Integration with other bot code for eg a personality
  • Agent can manually take over a chatbot session seamlessly
  • Abuse / profanity monitoring
  • Bot can authenticate a web visitor and provide confidential information
  • Chats between Operators and website visitors
  • Chat forwarding (to Operators and Groups)
  • Quality Assurance / Mentor Chats
  • Different Chat Invitation Styles
  • Chat Queue Line (Group and Operator )
  • Callback Service
  • Chat Priority Levels
  • Global Chat Archive
  • Email Chat Transcripts
  • Customization & Branding
  • Answer Suggestions / Quick Search Window
  • Typing Indicator (bi-directional)
  • Chat Opening Times / Schedule
  • Two-way file transfer
  • Email based Ticketing system
  • Configure as an email client
  • Database integration
  • Automatic preconfigured chat invites
  • Bot integration
  • Live view of chat, bot and web visitor sessions
  • Social Media integration
  • Onsite / Offsite chat
  • Multiple chat groups
  • Whisper mode
  • Translation real time
  • Custom input fields
  • Set up with web code snippet
  • Option of a drop timer with safe-harbor message for Ofcom compliance
  • Variable drop call percentage when dialing predictively for Ofcom compliance
  • Call recording scanning / redaction
  • Send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
  • Ofcom compliance configuration settings
  • GDPR compliance
  • GDPR data removal ("right to forget")
  • PCI DSS compliant payment system integrated
  • TLS & VPN encryption of web access and phone connection
  • Screen pop client record on call connect
  • Click to dial from CRM
  • Select leads for auto-insert into contact centre
  • CDR details inserted into lead record
  • Control contact function using API
  • Trigger dialler functionality using workflow
  • Update CRM record from contact centre
  • Real-time reports with “click-to-listen” to monitor agent phone calls
  • Web Wallboard with configuration interface
  • Advanced database reporting with real time updates
  • Connect to the database for 3rd party remote reporting
  • Live view of Chatbot conversations
  • Live view of web site visitors
  • Live view of chat sessions
  • PCI DSS security monitoring
  • TLS encrypted phone registration
  • TLS encrypted web access
  • Firewall
  • PCI DSS secure data environment available
  • SFTP data download
  • SSL web certificate
  • Security monitoring to PCI DSS standards
  • SMS campaign manager
  • Supports any SMS API
  • Auto SMS sending after agent disposition
  • Inbound and Outbound sending
  • Scalable to hundreds of logged in agents
  • Encrypted customer data handling available
  • Computer IP Address access restrictions for web resources
  • Call recordings automatically transferred to an external FTP site
  • DID, phone and carrier trunk provisioning through the web interface
  • Local, toll-free and international inbound phone numbers available
  • PBX features allow you to use the contact centre as your office PBX
  • Use custom database queries in campaign dialing
  • Load Balancing of call across multiple inbound or outbound servers is possible
  • Outbound calls sent to multiple carriers for resilience
  • Auto-generate call lists based on dropped inbound queued calls
  • Queue call back allowing callers to request an automatic call back retaining their place in the queue
  • Flashing light trigger when calls are waiting in a queue
  • Take inbound calls gathering CallerID
  • ACD for inbound and fronter/closer verification calls
  • Estimated hold time, place in line, overflow queues
  • Skills-based ranking and call routing per queue and campaign
  • Queue Prioritization per campaign and inbound group
  • Inbound email handling through the agent web screen
  • Skills-based routing with agent ranking
  • Web-configurable IVRs and Voicemail boxes
  • Multi-Language Support (with auto detection)
  • Receive emails via POP or IMAP
  • Send emails through SMTP
  • Send & receive messages via Facebook and Twitter (API)
  • HTML and plain text Emails
  • Full SSL Support
  • SPAM-Free, secure and unified mailbox
  • Full ticket lifecycle from opening to resolution
  • Assign Tickets to Operators
  • Assign Chats to Tickets
  • Dynamic/Automatic Templates (email that almost writes itself)
  • Track all kind of business issues
    Send and receive attachments
  • Link Chats and Tickets
  • Flawless FAQ integration, respond to inquiries with lightning speed
  • Waiting Time indicator
  • Search & Filter options
  • Collision Avoidance
  • Alerts & Notifications

Call Recording

Call recording is included on all of our services. Here are some of the most important reasons to use our service. 

PCI Compliant Payments in Calls

If your agents take payment card information, PCI DSS compliance demands that none of this data is recorded. Our call recording system can automatically remove card data from your call recordings, or pass customers to an automated PCI payment system, helping you stay compliant and within the law.

Single Interface for all call recordings

Our call recording system lets you record calls from multiple locations, reviewing them under a single, centralised interface. This helps your agents who work in different locations, and helps you deal with the complexity of capturing, managing, and auditing your calls.

Crystal Clear Recordings

With a crystal-clear recording of every call made, you’ll gain valuable insight into your customers. You can hear their attitude, their agent experience, and quickly resolve any issues by returning to the calls themselves.

Call recordings for training

Call recording is the best way to train your agents and develop their skills. It’s also a useful way to spot any bad habits that can be fed back to your teams on a regular basis. You’ll get the information you need to reward your best agents, and save their calls for training others.

Keep evidence of your calls

Accountability is an essential part of handling your calls. Our call recording system provides you with complete evidence of every call made. You can check calls quickly if disputes or disagreements arise, and always make sure your agents are following your procedures. 

Fully searchable call recording

Call recording is useless if it’s not easy to search, collate and retrieve them when you need to. While we provide a full call reporting service as part of hosted dialler plans, our call recording interface lets you search for call recordings by a specific agent, or on a specific day - all from any web browser.

Secure data servers

Your calls may contain sensitive information or confidential data. We understand how important it is to keep this secure, so your records will be stored within our privately operated infrastructure, behind a robust firewall. Access is only available to you and the people you nominate. Call encryption is also available.

Dedicated Server Data for storage

The demands of compliance mean staying secure and keeping data stored for long periods of time. Our call recording system provides you with a dedicated server that isolates your calls from other customers, as well as giving you substantial storage for future data.

Inbound contact Centre Features

With the option for blended calling as well as the ability to schedule Callbacks and inbound call routing you have a contact centre solution that will meet your needs.

Call Routing

Intelligent call routing transforms the customer experience. Going from one which involves waiting on hold or being passed from one department to another, to one in which they get through to the right person, first time.

One of the advanced features of the Hostcomm predictive Dialler, is its ability to handle both outbound and inbound call traffic. 

Queue Call Backs

Your customers don’t like waiting in queues. We have an option to allow them to keep their position in the queue and be called back when it is their turn.

Queue Call Backs Explained

Visit Our Dialler Pricing Page

Use our dialler calculator to work out the cost of our ideal plan. We offer pay as you go or fully inclusive deals.

 Hosted Dialler Pricing

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