Customer Service Software

Category Compare: Auto Dialer vs. Predictive Dialer Software

By | 3 min read | Published

In this report, we define and compare auto dialer software and predictive dialer software so you can decide which tool is right for your business.

Auto dialer software and predictive dialer software can often get confused as the same software category. However, there are major differences between the two. This report will identify the similarities and differences between the two software categories and help you select the right one for your business requirements.

What is auto dialer software?

Auto dialer software automates phone dialing for call centers and sales teams. Once the call gets answered, auto dialer software will either play a pre-recorded message or connect the call to a live person.

What is predictive dialer software?

Predictive dialer software is an automatic dialer system for outbound communication. It uses call metrics to predict the exact moment a human agent will be free to take the next call and dials numbers from the list sequentially. It can filter out no-answer calls, busy numbers, do-not-call (DNC) numbers, and voicemail.

What do they have in common?

Both predictive dialer and auto dialer software help connect contacts with agents and automate call center operations. Auto dialer software quickly dials down a list of contacts and distributes these calls across available agents and representatives. Predictive dialer software dials more than one contact per agent and uses a predictive algorithm to minimize agent idle time.

Auto dialer features

Predictive dialer features

Which tool is right for you?

If you run a call center with multiple representatives, then opting for an auto dialer software solution would make sense as it will help manage daily work pressure by distributing the connected calls among available agents. However, if maximum customer connectivity is your focus, then opting for predictive dialer software would be beneficial, as it dials multiple contacts at once.

The question now is: Which specific tool is right for your business? To start your search, head over to our auto dialer software or predictive dialer software pages. There you’ll find a sortable list of products, software reviews from verified users, and comprehensive buyers guides.

With so many software options to choose from, it might be helpful to narrow your search to only the most popular and highest-rated solutions. In that case, check out our Capterra Shortlist reports for the top auto dialer software and predictive dialer software, based on an analysis of thousands of user reviews.

12 top-rated auto dialer and predictive dialer software

These 12 products, listed in alphabetical order, are among the top-rated ones in both software categories.

Note: Reviews and ratings data in the product cards is as of March 2, 2022. New reviews may have been added since the publication of this article, so the reviews data in this piece may not reflect current conditions.
The products in the category comparison images are examples to show a feature in context and are not intended as endorsements or recommendations by Capterra. They have been obtained from sources believed to be reliable at the time of publication.

Methodology

To be included in the list, the products must:

  1. Be listed under Capterra’s 2022 Shortlist report for auto dialer and predictive dialer software. Learn more about the Capterra Shortlist methodology here.
  2. Meet our software market definition for auto and predictive dialer software:
    • Auto dialer: “Auto dialer software automates phone dialing for call centers and sales teams.”
    • Predictive dialer: “Predictive dialer software is an automatic dialer system for outbound communication. It uses call metrics to predict the exact moment a human agent will be free to take the next call and dials numbers from the list sequentially. It is capable of filtering out busy numbers, DNC number, voicemail, and no-answer calls as well.”

Looking for Customer Service software? Check out Capterra's list of the best Customer Service software solutions.

About the Author

Ashish Upadhyay

Ashish Upadhyay

Ashish Upadhyay is a content writer at Capterra, helping small businesses identify the right software for their business needs by analyzing user reviews data for the highest rated products in relevant software categories. Prior to joining Gartner, he worked in insurtech, fintech, and real estate. Specializing in marketing, project, and IT management, Ashish’s works have been featured in MAST magazine and Medium. In his free time, he enjoys working out and playing video games.

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