What Is The Difference Between A Phone System And A Dialer?

Learn what a dialer and a phone system are and what benefits they bring

Difference Between A Phone System and Dialer

When it is about contact centers, there’s typically some confusion regarding what is the difference between a phone system and a dialer. Both serve a distinct function within a call center however, with international customers they are often utilized in conjunction. In this article, we’ll help you understand any confusion that you may have regarding softphones and dialers by explaining their particular roles in the call center, and explaining the differences between these two types of technology.

What is the difference between a phone system and a dialer?

What Is The Difference Between A Phone System And A Dialer? Dialers are programs that automatically list numbers. A Phone system refers to any and any software or hardware that a customer uses to make or receive calls. It is crucial to be aware of when working with the software for your call center. The confusion usually comes to the forefront when a business is asked if it has a dialer. The question is frequently requested because certain call center software doesn’t have the capability to use dialers.

What is a Phone System?

A telephone system is composed of multiple phones connected in an interconnected way that permits advanced features in telephony, such as transfer and handling of conference calls as well as call metering and financial accounting for shared and private voice messages, more. A phone system could be anything from a couple of telephones in a household or small-sized business, to a sophisticated privately-owned branch exchange (PBX) system utilized by large and mid-sized businesses.

What is A Phone Dialer?

Dialer software is utilized in call centers to facilitate the process of calling out. Dialers for call centers are frequently used by sales teams to conduct telephone marketing, cold calling, as well as lead generation. They are also employed by customer service teams to provide proactive customer support and service by conducting surveys for customers and collecting feedback from customers. Additionally, voice dialers are beneficial to companies and other organizations in different areas. E.g. The voice dialers are a great tool to use in autodialing campaigns to help with appointment scheduling/reminders as well as emergency notifications, general reminders for debt collections and so on.

How Does A Business Phone System Work?

In terms of technical terminology the primary purpose of the PBX handset is to function as the medium to connect the business’s internal and external communication networks. It accomplishes that by routing phone calls to various handsets or extensions within the office. PBX phones also connect to the Public Switched Telephone Network (PSTN) as well as SIP trunks. VoIP providers.

A PBX system requires hardware and software. It consists of a trunk for a phone and a computer that has memory and lines, a network as well as a console or switchboard. In combining all of these components to create a reliable communication system was created. Legacy PBX is landline based and functions rely on a physical hardware device. It is best suited for offices that employ over fifty staff members.

How does a call center dialer work?

Automated call systems for contact centers will automatically dial the numbers of the database of contacts for the benefit of the individual agents. While dialing the numbers of lists of contacts the dialer software can identify unreliable calls, busy signals or disconnected lines, and determine if the call was answered by a person or by an answering machine. The system is able to either forward calls to agents according to availability of the agent or make calls to an answering machine, or play a recorded message after the dialer software has detected that the call was taken by an actual person.

Benefits of Installing a Business Phone System

Here are the best advantages of using business phone systems for businesses.

Saves Money: The company won’t have to buy every employee an expensive mobile phone when you already have a corporate phone system. Instead you can make do using just one set of phones with additional phones for its reachability. The telephone sets and handsets are much less costly than mobile phones.
Streamlines Communication Flow: Business telephone systems are designed to facilitate internal communication and external interactions with customers. For example, the majority of business phone companies provide call and skill-based routing that allows employees to route any incoming calls to the responsible staff. Additionally, a business phone system can also permit you to manage your company communication from your cell phone with calls forwarding features.
Tracks and Manages Calls: Business telephone systems make it simple to manage and monitor calls. With a telephone system, companies can plan call flows to ensure that important calls do not go unanswered. Companies can measure the effectiveness of marketing strategies and also their team’s overall performance and efficiency with the call recording feature.
Increases Interaction Speed: A company phone system will handle urgent calls and forward calls that are less urgent to appropriate personnel, making sure everyone is able to get a prompt response. In all aspects of business, it’s essential to respond to calls as fast as possible, whether it’s from customers, business partners, or employees who want to contact you.
Improves Sales Potential: In general, clients who are satisfied with your customer service are more likely to purchase from your company. A business phone system increases the speed at which you respond to customers’ calls, which increases the chances of closing deals, and also earning more revenue.
Improves Company Image: The business should be accessible to get good word of mouth. Customers who are satisfied recommend a business’s product or service to their friends and family. They are more likely to post their experiences of your brand’s services via social media. The way a business treats its customers directly affects the image of its brand.
Enables Advanced Features: These systems usually offer a range of sophisticated calling features that aren’t available on the cell phone. In particular, business-oriented systems typically display call analytics to assist you in improving the flow of communication. Other features that are advanced in commercial phone systems are call forwarding and anonymous call rejection and even call routing.

Benefits of using a call dialer ‍

Dialers for phones can be beneficial to businesses and organizations of any size and type. Without dialers the call centers would have experienced significant delay, as entering numbers and dialing them takes a lot of time. Autodialers eliminate agents from dialing calls manually, saving the call center a lot of work and energy. Additionally, because autodialers can block calls that are busy, messages and disconnected numbers Calls are routed through agents when a live person is able to pick up. This means that there are more calls for each agent, higher rates of connection as well as less idle time as well as more time for agent conversations and more time spent on each lead. This all leads to improved overall efficiency and performance of agents.

What are the different types of dialers?


Predictive Dialer
What is it? This is the gold standard of diallers. A predictive dialler automatically places a call by predicting the availability of sales agents to take the call. The dialler uses algorithms and ratios that calculate metrics such as average call duration.
Power Dialer
What is it? This term is often used to refer to all types of outbound dialler, but it also refers to a specific type of dialler. A power dialler, or “rapid dialler”, automatically calls the next number on a contact list as soon as an agent ends their call.
Progressive Dialer
Progressive dialers operate similarly to predictive dialers but the number is not dialed until an agent is free to take a call, eliminating the risk of silent calls and frustrated customers.
Preview Dialer
Preview diallers offer a slower pace of outbound calling. Numbers are automatically dialed but only when an agent has marked themselves as available and then only after a specified time.

Conclusion

A Dialer isn’t a Phone System and the Phone System isn’t an actual dialler. However, both perform a vital role in the call center. After we’ve defined and clarified the distinction between these two terms, you’ll be able to better understand the role of the equipment that is used in an office call center.

Frequently Asked Questions

What is a Dialer in a Call Center?

A dialer is a form of software for call centers that is used to automate dialing customer numbers, and to record the results from these phone calls. Dialers can also be utilized to transmit recorded calls via interactive voice responses (IVR) and push notifications, as well as SMS.