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Laura Cameron-Crichlow
ONQ Brand & Marketing Consultant
Toni Tompar
Executive Vice President
Beril Gürkan
Deputy Director of Contact Center
Aymen Ismail
Head of Customer Engagement Solutions
Jason Mercer-Pottinger
RTS Operations (Call Center) Director

Case Studies : Vertex India

Account Background
Headquartered in Gurgaon (Haryana), Vertex India has two delivery centers based at Gurgaon and NOIDA, near Delhi, India. Vertex has been providing services to UK and Indian clients in financial services, utilities, telecoms, travel and leisure since 2002. Vertex India entered into a joint venture with Shell Transource Ltd, one of India’s largest integrated domestic BPO to establish a strong foothold in the domestic market. The JV offers an array of services that cover voice, non-voice and fulfillment processes to over 350 strategic locations across the country.

Consilium Software, a Unified Communications solutions company, provided Vertex Customer Services India Pvt. Ltd., with a distributed contact center platform which helped the company deliver India-wide customer service to enterprises with speed and flexibility. Vertex has realized a significant increase in productivity, reduced costs and improved customer care by deploying the cloud-based SIP contact center solution designed and implemented by Consilium Software.

Business Challenge

After understanding and mapping Vertex business requirements, Consilium introduced virtualization of business processes to deploy the platform over a private cloud. Consilium recommended Vertex, a Genesys contact center solution for inbound and outbound contact management. This solution helped Vertex to align and enhance their customer service activities with a cloud-based SIP communications server, for a distributed agent workforce and voice portal for inbound self-service.

The platform supports enterprise growth across multiple locations and also leverages existing investments through a ‘hub-and-spoke’ topology.

Solutions Deployed

Consilium deployed a Genesys SIP solution with enterprise routing, self service and outbound functions. Consilium developed UNI™ products for agent front-end reporting and custom applications that enabled Vertex to provide value addition and differentiation to their clients. Consilium’s UNI™ range of products is tightly integrated with the Genesys solution and customer back-end applications. Consilium UniAgent™, a thin-client agent desktop suite, helped Vertex reduce average call handling time (AHT) and improve first call resolution (FCR) by providing agents with ready access to call information, customer data and enterprise resources. UniAgent™ has also been integrated with a third-party IVR payment gateway, controlled by the agent and customer side for the DTMF inputs. Consilium UniInsight™ provides Business Intelligence (BI) reporting focused on outsourcer requirements, and with Consilium UniQM™ Vertex supervisors and managers can perform quality monitoring on recorded calls with advanced search capabilities. A high-availability (HA) model was also implemented at the site for 24x7 operations with zero downtime in the case of hardware or software failure. The HA architecture implies the existence of redundant applications, a primary and a backup, monitored by a Genesys management application. Backup servers and applications are ready to take over the failover and restoration methods of critical components. Genesys SIP Server’s high-availability utilizes the concept of a Virtual IP address and Network Load Balancing. SIP endpoints and gateways are configured to send all SIP messages to the SIP Server using this single Virtual IP address. This method effectively hides the switchover (and switchback) from the endpoints and gateways.

Why Choose Genesys SIP for Your Customer Service Operation?

The Genesys SIP solution greatly simplifies and reduces the cost of customer service operations by leveraging and consolidating existing contact center infrastructure, allowing the use of soft phones, enabling dynamic enterprise-wide customer service. With Genesys SIP, you can leverage the world’s leading suite of contact center software solutions on an open, standards-based IP infrastructure.

There are seven key areas where Genesys SIP can help to improve your customer service:

1)  Complete Contact Center Solution

2)  Enterprise-wide Resource Collaboration

3) Support of Multi-Site, Multi-Sourcing, and Hosted Service from the Cloud

4) Meet Multi-channel/Multi-media requirements

5) Enable Rich Customer Service Applications

6) Support for Seamless Migration

7) Support for work-from-home agents

Consilium UniAgent™ is a unified agent front-end application which combines login, data access and communication functions in a single-screen application which is easy to deploy and maintain. UniAgent™ is an agent tool which rides on top of existing infrastructure and is available in a smart-client version which combines the advantages of automatic version update and fast throughput using a hybrid of thick- and thin-client technology.

Consilium UniInsight™ is a Business Intelligence (BI) reporting product focused on management users. The goal of UniInsight™ is to provide time-starved management and managers the information and insight they need to take better and timely business decisions, and is suitable for both, "novice" and "power" users. BI tools analyze and report on the volume of data organizations collect and store, with the objective of driving better business decisions to improve the organization's performance – not just by understanding what happened, but also understanding the why behind results using key performance indicators (KPI’s.) UniInsight™ changes this with a solution that can be deployed quickly, can be delivered through a software-as-a-service deployment model (SaaS) rather than as costly and time-consuming professional services.

Consilium UniQM™ is a Quality Management tool which enables contact center supervisors to manage software-based IP voice recordings (also called logging) for quality assurance, liability recording and performance management functions. It is unique in that it allows search, retrieval and playback of agent voice recordings across multiple sites from a single, unified interface. UniQM™ search capability can be tailored to customer requirements, such as searching by the date and time of call, agent name, calling party number, final disposition of call, etc., and also customized to include scoring of agent performance.

Using the Genesys Contact Centre Solution, Vertex reduced their total cost of ownership (TCO) and made their infrastructure scalable for future expansions, projects and ventures. Vertex is now better prepared to leverage enterprise-wide resources, allowing employees to assist with customer service for rapid issue resolution and better business continuity through a more flexible, cost-effective, and multi-channel approach.


About Capita:
Company LogoOutsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved customer services Supported by our extensive capabilities Comprehensive range of expertise and resources Extensive business centre network Flexible, efficient service agreements and delivery models - onshore, nearshore and offshore
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About Consilium Software:
Company LogoFounded in 2007 in Singapore, Consilium Software and our Uni™ digital customer engagement platform have helped over 2,000 companies in more than 120 countries connect their employees with customers. Our choice of cloud-based and on-premise software powers 5 billion-plus interactions each year, simplifying the management of voice, video and digital channels. Our solutions go beyond omni-channel to merge the contact center and CRM, creating fluid experiences with artificial intelligence (AI), bots and Robotic Process Automation (RPA.)
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Today's Tip of the Day - A Question For Your Agents

Read today's tip or listen to it on podcast.

Published: Monday, April 25, 2011

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2023 Buyers Guide Dialer Solutions

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)


Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.


Genesys PureConnect
Genesys PureEngage

Cloud IT Services GmbH

Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.


With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration


Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

Nuxiba Technologies

Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.


Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.


Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.


Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)

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