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Dialers are not new technology, particularly to call centers. Large organizations that make lots of outbound calls have used dialers for decades to improve the contact rates and make their agents more efficient. While they were effective, they were expensive and cumbersome to install, manage and update. For this reason, they were used by only the largest call center organizations.

Enter the cloud-based dialer solution. Now a Web-based application rather than a physical box, dialers of all types – auto, predictive and preview – are available to many organizations for which they were formally out of reach: small call centers, sales teams, doctor’s offices and other types of business that would benefit from the efficiency that a dialer can bring.

Sales teams are the group positioned to get the most out of cloud-based dialers. 1st Capital Loans, a Troy, Michigan-based company that specializes in small business loans, recently adopted a cloud-based dialer to help make the hundreds of calls it needed each week for loan servicing and prospecting. Prior to the switch, says Account Executive John Tucker, he and his associates would manually dial through their own cell phones and leave voicemails, then record their results on a piece of paper. It was a cumbersome, error-prone, inconsistent system that did not allow 1st Capital to make the best of its resources.

“Before the system (of manual dialing) I could get through about 80-95 calls in four hours,” said Tucker. “Now, I get through about 150-165 calls in four hours, about double the level of activity for the same amount of working hours.”


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With the new solution, 1st Capital is not only able to make more calls, it can also record call activity, allowing managers and call executives to review every call made to check that they are error-free and optimized to sell. Since the solution is in the cloud, it’s delivered like an application. There are no boxes to install, and it needs no IT personnel to maintain. There’s also little to no upfront capital layout, a large consideration for small or non-profit organizations.

Sales organizations aren’t the only ones that can use cloud-based dialers to optimize their outbound calling. Many organizations, from city services departments to schools to doctor’s offices are using cloud-based dialers to take the effort out of outbound outreach. With an automated process, they can make more calls per hour, track them better, report on them and generally get more bang for their technology buck.