Hostcomm

Hosted Predictive Dialler

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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 handle outbound calls with speech recognition and text to speech
  • 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
  • IPSEC VPN
  • 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
Connected by VOIP Communications

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Accreditations

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