An autodialer is a software tool that provides numerous convenient features that help optimize workflows, which is what contributes to its name. Their ease of use along with the multiple benefits they bring make autodialers a critical asset for any contact center.
Automated dialing is a highly efficient feature contact center agents use to dial through a long list of contacts. Autodialers do the dialing for agents, and if no one picks up the phone, the dialer disconnects and automatically goes on to the next number.
Agents aren’t connected until a live person answers the phone. This saves a substantial amount of time that agents would generally spend looking up numbers, entering them manually into their softphones, waiting on a ringing line, and getting voicemails.
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LiveVox’s Automated dialer is ideal for high-volume use cases where the efficiency of your agents and the cost-per-call are key. Learn more about our automatic dialer here.
Autodialers are illegal when they fall within the scope outlined in the Telephone Consumer Protections Act (TCPA). The TCPA defines an autodialer as “equipment which has the capacity (A) to store or produce telephone numbers to be called, using a random or sequential number generator; and (B) to dial such numbers.” A device that merely has the capacity to automatically dial numbers from a list does not qualify as an illegal autodialer.
A predictive dialer is an automatic phone dialer system that makes phone calls before an agent is available. The dialer makes multiple calls across lines and either hangs up when it reaches an answering machine or leaves a message. When a live person is detected on the phone, the dialer connects the right agent to the line.
LiveVox’s HCI is not directly impacted by this decision. HCI not only lacks random and sequential number generation, but it also does not automatically dial at all, whether from a list or otherwise.