Hosted Dialler

Increase your agent talk time by 300%.

Automate dialling and ensure your agents spending their time talking with customers not dialling numbers.

Get a hosted dialler with more than 14,000 deployments in over 100 countries around the world.

It includes multiple dialling modes, Ofcom and GDPR compliance, UK-based unlimited phone support, advanced call recording, PCI-DSS certified security, and virtual outbound agent integration.

Outbound
System
Agent Tools
Compliance
Security Features
Reporting and Analytics
Additional Features
CRM Integrations

Outbound

Auto Dialling

Choose from predictive, progressive, and preview dialing modes with variable dial ratio settings.

Lead recycling

Set rules for how leads from, for example, answering machines are redialed.

Multi-party conferencing

Add other people to a call and use frequent number presets for one click dialing.

Outbound IVR

Start a campaign with a simple IVR before transferring to an agent.

Custom Music

Park the customer with custom music per campaign.

Lead alternate numbers

Automatically dial alternate numbers for a lead record to increase call connect rate.

Answering Machine Detection

Dial with Answering Machine Detection and play a message for AM calls.

Time Zone Management

Set time zone restrictions to ensure calls are made at the right time.

Custom CallerID

Set outbound CallerID per campaign or per list.

Call Monitoring

Real-time scanning for keywords and auto notifications allowing a supervisor to assist.

Scripts

Help agents by creating custom scripts that auto load and also fill with lead details like name and address.

Agent Supervision

Enable supervisors to listen to calls, whisper to agents and barge.

Workflow Automations

When an agent has dispositioned a call enable an SMS or email to be automatically sent.

System

Hosted

Be logged from anywhere with just a phone, web browser, and an internet connection.

Dedicated Hardware

Single servers or clustered resilient systems with active failover within 2 minutes.

Highly Scalable

Have hundreds of logged in agents with virtually limitless campaigns, lists, IVRs, inbound queues, DIDs, phone accounts, voicemail boxes.

Load Balancing

Load balancing of calls across multiple inbound or outbound servers is possible.

Multiple Carriers

Outbound calls sent to multiple carriers for greater reliability.

Agent Tools

Speed Links

Preset speed links for quickly ending, wrapping and dispositioning

Contextual Transfer

Transfer calls and push customer data to another agent or supervisor.

CRM Pop Ups

Using telephone number or email address, additional info is pulled from your CRM to a pop up to aid the agent.

Call Back Scheduling

Schedule a callback with a customer as either any-agent or agent-specific.

Hot Keys

Faster hangup and dispositioning of calls with one key press.

Click to Dial

Dial at the touch of a button from a single call list integrated with your back systems.

Queue Preview

View details for calls in the queue that the agent is selected to take.

Internal Chat

View status and have live chats with managers and other agents.

Compliance

Drop Timer

Option of a drop timer with safe-harbor message for Ofcom compliance.

Percentage Variation

Variable drop call percentage when dialing predictively for Ofcom compliance

Real-time Scanning

Scan for sensitive information or vocabulary not allowed by Ofcom.

Dropped Call Routing

Send a dropped call to a voicemail box, queue or extension per campaign if no agent is available.

GDPR Compliance

Tools to enable GDPR data removal ("right to forget").

Real-time DNC Lists

Get DNC lists filtered system-wide and per-campaign.

Security Features

PCI DSS Certification

Level one, PCI-DSS compliance certification for our data centre.

Encryption

TLS & IPSEC VPN encryption of web access and phone connection.

Firewall

Powerful and flexible firewall, SFTP data download and SSL web certificate.

Reporting and Analytics

Multiple Reports

Over 50 default reports, real-time functionality and Hostcomm advanced options like team performance.

Call Recordings

Automatic call recording with advanced call recording search.

Hostcomm Dashboard

Unifies the dialler, SMS, interaction analysis, the wallboard and other value-add reports into one interface.

Sentiment Analytics

Scan in real-time for keywords to better understand customer conversations.

Wallboard

Arrange all your key dialler metrics in one highly configuration interface.

Database

Real time updates and 3rd party remote reporting.

Additional Features

AI Virtual Agent

Have an AI virtual agent instead of your live agents handle calls and handover to a live agent if necessary.

Inbound

Auto-generate call lists, Queue call back requests, queue position, ACD, and queue skills-based routing with agent ranking per queue and campaign.

Blended Call Handling

Enable agents to take both incoming and make outgoing calls and set priorities on call traffic importance.

SMS Campaign Manager

Supports any SMS API, auto SMS sending after agent disposition and inbound and Outbound sending

PCI-DSS Payments

Sophisticated, extremely low-cost agent assisted PCI-DSS IVR.

PBX Features

Use as your office PBX.

Message Broadcasting

Easily and quickly reach lots of people with a message.

Email and Ticketing

Multi-Language auto detection, SPAM-Free, secure and unified mailbox, Full ticket lifecycle from opening to resolution, and many more.

CRM Integrations

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Accreditations

PCI DSS Certified, TPS Telephone Preference Service, ICOCSA Supplier Member, Cyber Essentials