Outbound call centres often use a dialer application to connect agents with targets. However, Hexadialer is not only a flexible messaging tool. It can also work for hand in hand with call centre agents, making their job much more straightforward and automating many repetitive tasks or unnecessary waste time.

Power Dialer

Large scale cold calling operations commonly associated with telesales, collections and campaigns require more aggressive dialling systems. This type of dialling essentially makes one outbound call per available agent. When an agent hangs up, the system automatically dials another call and connects it to the agent’s phone. This pattern continues as long as the agent remains connected to the system. Autodialers allow an outbound call centre to place many more calls than could be set manually. However, there is still some wasted agent time handling calls that do not connect, do not reach the answering machines, or do not reach the target.

Predictive dialer

Predictive dialers are essentially smart “power dialers.” They carefully monitor the average handle time for each agent and attempt to predict when an agent will be available. Instead of making calls from agent to agent, they make more calls than there are agents available. When a call is answered, the system uses several methods to determine whether the person answering is a human or an answering machine. Answering machines are dropped or receive a prerecorded message while the actual answers are delivered to the agents.

Robo Dialer

Sometimes, dialling systems are entirely automated. These place calls then play prerecorded messages. These systems are commonly used for notification purposes (i.e., reminder of a doctor’s appointment, notice that school has been cancelled), as well as marketing messages and campaigns. In addition, some automated dialling systems support additional features such as polling, IVR-type responses or transfers to live agents.

Call recording

Call centres frequently record calls, either to monitor the performance of their agents or for regulatory compliance. Call recording systems manage the process of capturing audio from all call participants, mixing it, storing it, and producing an index that allows managers or regulators to locate and review recordings. A properly constructed recording system makes it easy to identify conversations using standard keystrokes, including caller ID, date, time, and agent ID.

While ACDs and dialling systems are robust enough on their own, interfacing them with several related technologies can increase efficiency and, in some cases, improve the customer experience. Here is the complete list of features that HexaDialer can offer.

Automatic Campaigns

  • Sending e-mails
  • Sending text messages
  • SMS/Facebook/Twitter **
  • Automatic calls to landlines
  • Automatic calls to cell phones
  • Scheduling of messages and calls over time
  • Reporting of all deliveries and their status

Inbound calls

  • ACD
  • IVR
  • CTI information boards
  • Voice recognition
  • Text-to-Speech
  • Surveys

Outbound calls

  • Predictive dialer ** Predictive dialer
  • Progressive dialer
  • Automatic dialer
  • Preview dialer
  • Campaign and list management
  • Local number options
  • DNC compliance
  • Web callback

Essential Features

  • Custom form builder
  • Agent scripting
  • Voicemail
  • Conference calling
  • Toll free numbers


  • Call recording
  • Historical reports
  • Real-time reports
  • Cloud APIs
  • Data import
  • Contact history database