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CommPeak Dialer Features

Built-In AI Capabilities

Intelligent Dialing

  • Predictive DialingPredictive Dialing

    Predicts agent availability, places multiple outbound calls simultaneously, and routes answered calls to available agents, reducing no answer calls and increasing talk time.

  • AI Voice Agent IntegrationsAI Voice Agent Integrations

    Connect AI voice agents to the dialer and manage them alongside your human agents. LiveKit, Vapi, and ElevenLabs are supported.

  • AI Call AnalysisAI Call Analysis

    Generate call transcripts to monitor performance and improve training. Use AI-driven summaries with key insights and sentiment analysis to identify important calls.

  • Priority AI Call Handover

    Priority AI Call Handover

    AI voice agents qualify conversations and hand over to a human agent when the call needs one, so the calls that need a person get one.

  • Agent WorkspaceAgent Workspace

    Brings call controls, lead history, CRM data, and scheduling into one interface, so agents can navigate every part of a call from one screen.

  • Integrated Inbox

    Integrated Inbox

    Access SMS and WhatsApp conversations directly from the dialer, so agents can follow up on messages without switching platforms.

  • Dynamic Ratio CallingDynamic Ratio Calling

    Optimize your calling pipeline with automatic adjustment of outbound dialing rates.

  • Interactive Voice Response (IVR)Interactive Voice Response (IVR)

    Automate your call routing so callers reach the right agent or channel faster, or have an AI voice agent pick up inside the flow instead.

  • Voice GeneratorVoice Generator

    Converts text into voice recordings, adding flexibility when creating IVR campaigns.

    pipeline visibility

    Lead Management

    Prioritizes leads that have interacted with your business, enabling proactive customer engagement.

    High-Intent Lead Indicator

    Prioritizes leads that have interacted with your business, enabling proactive customer engagement.

    High-Intent Lead Indicator

    reach the right leads

    Lead Optimization

    • Local Calling Times
      Local Calling Times

      Set call times based on a lead's region or availability to catch them at the right moment.

    • Voicemail Skip
      Voicemail Skip

      Skips calls that go to voicemail, ensuring your agents connect with live leads.

    • Omnichannel Messaging Inbox
      Omnichannel Messaging Inbox

      Integrated into the dialer, this shared messaging inbox lets agents extend outreach and engagement beyond voice via channels such as SMS or WhatsApp.

    • Call Availability Detection
      Call Availability Detection

      Detects busy or unavailable numbers, filtering out irrelevant calls so your team stays connected and productive.

    • Automatic Number Correction
      Automatic Number Correction

      Fixes lead phone numbers formatting errors to improve connection rates.

    • Dynamic Caller ID
      Dynamic Caller ID

      Adapt your outbound caller ID display to match your strategy. Choose from multiple caller ID display options, including local numbers, to build trust and increase answer rates.

      monitor teams

      Performance Management

      • Multi-Location ManagementMulti-Location Management

        Manage remote teams from one system, keeping productivity high and maintaining operational control across all locations.

      • Live Performance Dashboards

        Live Performance Dashboards

        Monitor human and AI agent performance and call insights in real time, giving you the visibility needed to track productivity and optimize operations.

      • Live Agent MonitoringLive Agent Monitoring

        Track human and AI agents' real-time activities, including call statistics, for a comprehensive view of call operations and more efficient team management.

      • Listen, Whisper & BargeListen, Whisper & Barge

        Listen in, transfer or join in on calls, for improved training and service quality. On AI calls you can listen in or transfer the caller to a human agent.

      • Agent Time ManagementAgent Time Management

        Track and manage agent breaks and clock-out reasons in real time, giving you visibility into agent availability.

      • Real-Time Critical AlertsReal-Time Critical Alerts

        Get notified about key issues such as low ASR, lead availability, or low agent response times.

      • Reports and AnalyticsReports and Analytics

        Create custom performance reports and access analytics to gain insights and make data-driven decisions.

        control access

        Security

        Set user roles to control access, protect data, and ensure workers see only what they need.

        User Role Management

        Set user roles to control access, protect data, and ensure workers see only what they need.

        User Role Management

        set the limits

        AI Voice Agents

        • Country Level AI Controls

          Country Level AI Controls

          Local regulation varies by market, so control which countries your AI voice agents call.

        • AI Capacity Controls

          AI Capacity Controls

          Run as much or as little AI as the shift calls for. Tie capacity to the agents working so qualified leads reach a human, or set a fixed count for the hours when nobody is on the floor.

        • AI On/Off Mode

          AI On/Off Mode

          Mid-campaign changes happen. Switch a set of AI agents off in one go and back on when you want them.

        • AI Drop Rate

          AI Drop Rate

          More capacity on the floor means more calls going out. Drop rate is listed separately for AI so you can see what that capacity is costing you.

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          frequently asked questions

          Your Predictive Dialing Questions Answered

          Predictive dialing uses built-in AI to forecast agent availability and analyze live answer rates. The CommPeak Dialer uses parallel dialing to initiate multiple outbound calls simultaneously in the background. This process filters out busy signals and disconnected lines, routing only live connections to agents. By using predictive dialer pacing algorithms to route calls efficiently, the CommPeak Dialer delivers significant agent idle time reduction. This dialing method ensures your agents spend more of their shift engaged in meaningful conversations.

          Predictive dialing uses predictive dialer pacing algorithms to forecast agent availability and initiate multiple calls simultaneously. This proactive approach is best for agent idle time reduction and maximizing connection volume. In contrast, progressive dialing calls one number at a time for each available agent. While progressive dialing offers a steady workflow, predictive dialing provides the highest efficiency for high-performance campaigns.

          To effectively use a predictive dialer, you need a minimum of 10 active agents. While the CommPeak Dialer scales to any team size, this minimum ensures the predictive dialer pacing algorithms have enough data to optimize your dialing ratios and reach peak productivity.

          Answering machine detection (AMD) identifies whether a human or a machine answers a call. When the CommPeak Dialer initiates a call, its AI-powered AMD analyzes the audio pattern of the initial response. If it detects a typical greeting or a voicemail beep, the dialer automatically disconnects or leaves a message based on your settings. This ensures agents only spend time on live connections, leading to significant agent idle time reduction.

          In general terms, power dialing and auto dialing both automate the outreach process but differ in their speed and scale. Power dialing calls one number per available agent at a time to ensure a 1:1 connection, whereas auto dialing uses high-volume automation to contact large lead lists. Predictive dialing offers the highest efficiency by using predictive dialer pacing algorithms to adjust dialing ratios based on real-time agent availability and employing parallel dialing to reach more leads faster.