Voice and dialler
Inbound and outbound voice, with the brakes built in
Queues, IVRs and a softphone in the browser for inbound; four dialling modes for outbound, each checked against consent, calling hours and an abandon-rate cap before a number is dialled.
Voice features
Browser softphone
Agents take and make calls in the console over WebRTC. No desk phone, no install.
IVRs and call flows
Menus, business hours, collected input, lookups to your systems and one-time codes, built on the same canvas as digital flows and tested in a simulator before you publish.
Four dialling modes
Preview with a script and timer, progressive at one call per free agent, power at a fixed ratio, and predictive paced from real handle and ring times.
Abandon-rate governor
Before any call beyond the free agents, the dialler checks that the rolling abandon rate would stay within the cap even if every call in flight were answered. If not, it does not dial.
Voicemail detection and drop
Answering-machine detection per campaign: connect, hang up or leave a recorded message, only where the lead's lawful basis allows it.
Callbacks and retries
Callbacks in the callee's local time, retries with back-off and a maximum number of attempts, dispositions with after-call work.
Listen, whisper, barge
Supervisors join a live call silently, coach the agent or speak to both.
Speed-to-lead
A lead from your web form or CRM goes to the top of the queue and is called at once when an agent is free.
Rules in the dial path
Every outbound call passes the same gate when a lead is handed out and again at the dial. Every refusal is kept with its reason.
- Consent for marketing calls, your do-not-call list and uploaded national registers.
- Calling hours in the callee's local time, by country, with public holidays.
- Frequency caps, and a 72-hour lock after an abandoned call.
- Caller ID only from numbers you own, each verified by a code read out on a call to it. No number pools and no caller-ID rotation.
Questions about voice
Which caller IDs can we present?
Only numbers you own, each verified by a code read out on a call to it, one tenant per number. The platform does not offer number pools or caller-ID rotation.
Does predictive dialling abandon calls?
Any dialler that dials ahead of free agents can reach a person when no agent is free. The governor keeps the rolling abandon rate within the cap for the campaign's country, the person hears an information message within 2 seconds, and the number is locked for 72 hours.
Can we leave voicemail messages automatically?
With answering-machine detection on, a campaign can leave a recorded message for leads whose lawful basis allows it, and never in countries where the drop is barred.
When does predictive pacing start?
Predictive pacing needs enough agents to forecast from; with fewer than 15 agents in a campaign it falls back to progressive, one call per free agent.