Dialers

A dialer is a device or software that initiates telephone calls, typically automatically, as part of outbound calling campaigns, customer service, debt collection, and surveys. It can be hardware-based or software-based and may connect to traditional PSTN or modern VoIP networks. The goal is to increase efficiency by reducing idle time between calls.

There are several dialing modes. Auto-dialers place calls automatically without human intervention. Predictive dialers estimate when an agent will be free and place a call ahead of time, optimizing talk time but risking customer silence if the line rings and is not yet connected. Progressive dialers place a new call after the previous call ends or is answered, with the agent available at all times. Preview dialers show contact details before dialing, letting the agent decide whether to place the call. Robodialers is a term often used for automated dialing systems; legitimate uses exist, but there are concerns about scams and spam.

In practice, dialers are integrated with customer relationship management systems, telephony platforms, or cloud services. They can use SIP, VoIP, or PSTN, and may include features like call recording, voicemail detection, call routing, and analytics on metrics like contact rate, average handling time, and outcomes.

Regulation and ethics: Many jurisdictions regulate autodialing to protect consumer privacy, limit calling times, and require consent; compliance programs often involve Do Not Call lists and opt-out mechanisms. In some cases, illegal or deceptive use constitutes fraud or harassment.

In mobile devices, the term dialer also refers to apps that manage number lookup, speed dial, and call history; standard smartphone dialers may integrate with contact lists and messaging.