What Is an Auto Dialer?
An auto dialer is software that automatically dials phone numbers from a contact list and connects answered calls to available agents. It eliminates manual dialing, which means agents spend their time talking to customers instead of listening to busy signals, voicemails and unanswered rings. Auto dialers are essential for outbound sales, collections, appointment reminders and survey campaigns.
Different dialing modes serve different use cases. Predictive dialers call multiple numbers simultaneously and use algorithms to predict when an agent will be free. Progressive dialers call one number per available agent. Preview dialers show the agent the contact record before dialing so they can prepare. Power dialers call the next number as soon as the agent finishes their current call. Five9 offers all four dialing modes (predictive, progressive, preview and power) through a single cloud platform. Five9 dialer features include answering machine detection, TCPA compliance tools, campaign management and real-time reporting. You can switch between dialing modes per campaign based on your goals and regulatory requirements.
What Types of Auto Dialers Are Used in Contact Centers?
Contact centers choose from several dialing modes depending on their campaign goals:
Predictive dialers call multiple numbers at once and use pacing algorithms to connect answered calls to agents with minimal idle time. Best for high-volume outbound campaigns where speed matters.
Progressive dialers dial one number per available agent, waiting until an agent is free before placing the next call. This balances efficiency with lower abandon rates.
Preview dialers display the contact record to the agent before dialing. The agent reviews the information and decides when to place the call. Best for complex or high-value interactions.
Power dialers automatically call the next number on the list as soon as the agent completes their current call. This keeps a steady call pace without the algorithm-based pacing of predictive mode.
