Outbound dialer solutions
Maximize connect rates and accelerate agent velocity. Exafone runs the pacing mode, the caller ID, the live desk, and the retry — for collections, sales, delivery exceptions, and outsourced telesales.
How the dialer is put together
Dialing modes
Paced dialing
Predictive, progressive, and ratio modes share one campaign engine. Pick how far ahead the dialer works, and who owns the abandon rate.
Key Features:
- Predictive dial-ahead with a drop-rate cap
- Progressive 1:1 with zero dropped connects
- Ratio of 1, 2, or 3 calls per ready agent
- Skill and ring strategy on live answer
- Campaign caller ID presented to the customer
Use Cases:
Preview and call blast
Preview puts the record on screen before the dial. Call blast delivers notifications and IVR without an agent, and can press-to-connect when a person should take over.
Key Features:
- Profile and CRM history before dial
- Webhook launch within seconds of lead capture
- Voice prompts and text-to-speech
- IVR with DTMF branching
- Press-to-connect into the live desk
Use Cases:
Campaign workflow
From list to live answer
A lead enters from CRM or webhook, is scrubbed against DNC, then hits the pacing engine. A human answer opens the cockpit. Busy and no-answer take the retry path.
Key Features:
- CRM and webhook ingestion
- Instant DNC scrubbing
- Predictive, progressive, or ratio pacing
- Smart CLI masking
- Auto-retry and WhatsApp or SMS drip
Use Cases:
After the conversation
Disposition decides the next pass. Selected outcomes — no-answer, busy — requeue. Contacts already worked stay off the next pass. Recordings and the activity log stay with the call.
Key Features:
- Custom disposition tags
- Retry only selected outcomes
- Scheduled callback on next idle
- Dual-channel recording
- CRM write-back from disposition
Use Cases:
Desk and floor
Agent cockpit
The connect lands in the browser. The agent’s number stays hidden. The customer sees the campaign caller ID. Hold, mute, transfer, and conference never leave the desk.
Key Features:
- WebRTC with no softphone install
- CTI screen-pop
- Branching scripts
- One-click disposition
- Click-to-call on the same session
Use Cases:
Supervisor and quality
The wallboard shows status, idle, talk time, and drop ratio. Whisper coaches a new agent through an objection. Barge-in takes the call when it should.
Key Features:
- Live floor wallboard
- Silent listen
- Whisper and barge-in
- Activity audit of agent and admin actions
- Campaign pause, resume, and channel cap
Use Cases:
Lists, caller ID, and fallback
List orchestration
Segment by geography, persona, intent, and the hours a contact has answered before. Caps and cool-off windows stop a good list from being burned in a day.
Key Features:
- Dynamic segmentation
- Cadence with max attempts per day
- Timezone guardrails
- Tag and field targeting
- Bulk import and suppression
Use Cases:
Reputation and message retry
Local geo-matched DIDs rotate with spam-score tracking. When voice does not connect, the same outcome can trigger a WhatsApp or SMS drip instead of another immediate dial.
Key Features:
- Geo-matched caller ID rotation
- Spam-score cool-off
- Agent number masking
- WhatsApp or SMS on no-answer
- Do Not Call API
Use Cases:
Compliance
Rules on every attempt
Commercial calling checks run before the dial. An opt-out is stored and that number is skipped next time. Recovery attempts carry a calling-hour lock, an attempt cap, and a disposition.
Key Features:
- TRAI TCCCPR, 2018 preference and consent check
- DND / Do Not Call skip
- TCPA-style drop-rate safe harbor
- RBI fair-practice attempt records
- Allocated DoT caller ID from account inventory
Use Cases:
Data handling
Campaign lists are used only for the purpose they were loaded for. Access, correction, and erasure can be carried out for the client, who remains the data fiduciary.
Key Features:
- DPDP Act, 2023 and DPDP Rules, 2025
- Call data and recordings stay in India
- Role-based access and separate client tenants
- Activity audit
- Information Technology Act, 2000 controls
Use Cases:
Built for high-yield outbound verticals
BFSI & Debt Recovery
Bucket-wise collections, progressive reminder drops, and zero-drop compliance for financial recovery.
Common Use Cases:
- Bucket 1–4 collections
- Progressive reminders
- Promise-to-pay callbacks
High-Velocity Sales
Sub-second lead-to-dial triggers, webhook callbacks, and predictive pipelines for teams that live on speed-to-lead.
Common Use Cases:
- Web-form speed-to-lead
- Preview on complex deals
- Predictive sales pipelines
E-Commerce NDR
Non-delivery verification, address confirmation, and courier callbacks, with call blast where an agent is not required.
Common Use Cases:
- NDR verification
- Address confirmation
- Courier callbacks
BPO & Telesales
Multi-tenant campaigns, partitioned client DIDs, and a live view of agent time for outsourced floors.
Common Use Cases:
- Multi-client campaigns
- Partitioned caller IDs
- Agent time tracking
Who runs the dialer
Campaign admin
Loads lists, sets pacing, caller IDs, calling windows, skills, and suppression.
Supervisor
Watches the floor, sets ratio and abandon limits, listens, whispers, or barges.
Agent
Takes the live answer in the browser, follows the script, and dispositions the call.
Compliance owner
Owns DNC, consent, attempt caps, and the audit of who dialed what.
Map a campaign to the dialer
Bring your list, your calling window, and the mode you want to run. We will show the path from ingestion to disposition.