NovaTalks Outbound Dialer is a solution that transforms chaotic calling into a structured, scalable, and measurable process. In this article, we’ll explore what NovaTalks Outbound Dialer can do, why it is designed the way it is, and the real business use cases it addresses.
What is an Outbound Dialer and why is it needed?
Outbound Dialer is an automated outbound communication module. Instead of an agent manually dialing numbers and waiting for an answer, the system initiates calls on its own, tracks results, and connects the call to a live agent at the moment the customer picks up.
With a dialer, one agent can handle as many contacts as four agents previously did. At the same time, the company gains full control over the process: when calls were made, how many attempts were performed, and what the outcomes were.
Architectural approach: the functionality is built following an enterprise-grade approach, aligned with industry standards used in large contact centers. At the same time, NovaTalks has extended these capabilities with its own unique features not available in other solutions.
The dialer component is placed in a separate menu due to its wide range of functions and settings. You can find it in one of the main tabs of the NovaTalks interface — “Campaigns.”
Four types of campaigns: a dedicated tool for every task
Progressive vs Agentless: when to choose each
| Progressive — with agents | Agentless — without agents |
|---|---|
| Requires agents in online status | Does not require agents |
| Scale is limited by the number of agents | Scales up to the maximum number of lines |
| Limitation: conversations per agent | Limitation: conversations per minute |
| After connection — live conversation | After connection — automated IVR |
| Best for sales, consultations, complex cases | Best for reminders, notifications, response collection |
Flexible settings: control over every step
Each campaign is configured in detail to match the specifics of the business, the contact base, and the team of agents.
| Parameter | Description |
|---|---|
| Calendar | Campaign working schedule. Flexible built-in calendars allow different schedules for each day of the week and holiday exceptions. Calls are automatically stopped outside working hours. |
| Answer Timeout | The waiting time for an answer (ringing) before ending the call. Recommended value: 40–45 seconds. |
| Dialogs per Agent | The number of parallel calls per active agent. For VIP lists — 1, for mass contacts with low answer rates — 4–5. |
| Max Lines | The maximum number of simultaneous conversations within a campaign. Allows resource allocation across multiple parallel campaigns. |
| Priority | The priority of the campaign relative to others. When multiple campaigns are active, the dialer automatically redistributes the load in favor of higher-priority campaigns. |
| Always Running | If disabled, the campaign automatically stops after the entire contact list is processed. If enabled, the campaign runs continuously (for databases that are updated daily). |
| Attempt Control | Retry management. For each no-answer reason (busy, no answer, rejected), you can configure the number of attempts and intervals between them separately. |
Example of logic: If the phone is busy, there is a high probability that the person will be available in 10 minutes. Attempt Control allows you to configure exactly this behavior for each scenario.
Contact list: the heart of the campaign
Contact list is the database a campaign operates on. It can be created in two ways:
- Uploading a CSV file with custom fields
- Selecting from existing conversations in the system based on tags, labels, channel, or phone number
In a CSV file, you can include any fields: multiple phone numbers, email, Telegram username, CRM customer ID, as well as business data such as debt amount, product name, or contract date. This data is used for message personalization.
A unique identifier is a required field. It prevents duplicates when uploading new contacts: if a customer already exists in the list, the system will not add them again.
Do Not Contact List (DNC) is a separate suppression list that includes phone numbers, emails, and accounts that must not be contacted. Even if a contact is present in the main campaign list, the system will automatically exclude it. Multiple DNC lists can be applied simultaneously.
Multichannel contact list: a feature not available in other solutions
This is one of the key unique capabilities of NovaTalks. Within a single contact list, you can specify multiple channels (phone, email, Telegram), and the system will execute communication across all of them.
This enables two fundamentally different scenarios:
Scenario 1: Fallback communication
If the system fails to reach the customer by phone, it automatically sends a message via Telegram or email. The customer receives the information in any case, just through an alternative channel.
Scenario 2: Combined communication
For example, a reminder call followed by an email with details. Or a call plus a message in a messenger immediately after the conversation. The customer receives information in multiple formats, significantly increasing the likelihood of engagement.
Technical detail: the “Close if reached all conversation types” option means that a contact is considered processed only after communication has been completed across all specified channels. This makes it easy to build multi-step, layered communication scenarios.
Wrap-up codes: a feedback system after every call
After each call, the agent selects a wrap-up code — the outcome of the interaction. This determines what happens to the contact next:
Successful conversation → the contact is closed, no further calls are made
Busy or no answer → the system schedules a callback after a defined interval
Invalid number → the number is excluded from future attempts, but the contact remains active for other numbers
Important: callback calls are prioritized over new contacts. When the scheduled callback time comes, the system processes it first.
Multiple campaigns at the same time: how it works
NovaTalks supports running multiple campaigns in parallel while intelligently distributing the workload.
Prioritization. If five campaigns are running simultaneously and one needs to be prioritized, you simply assign it a higher priority. The dialer will mathematically redistribute the load and initiate more calls for that campaign.
Shared agent team. When multiple campaigns use the same team of agents, the system takes this into account during call initiation, ensuring that the total number of calls does not exceed the team’s actual capacity.
Line limits. The Max Lines parameter allows you to limit the number of simultaneous conversations for a specific campaign. For example, you can allocate no more than 30 out of 100 available lines to one campaign, preserving resources for others.
Reporting: full transparency of results
The dialer provides three levels of analytics:
Overall campaign statistics — number of contacts, distribution by statuses, and dialing progress
Detailed contact list — number of attempts, status, and processing results for each contact, with the ability to export via the interface
Conversation report — filtering by campaign, with details of each call: duration, wrap-up code, and interaction outcome
As a result, managers can see in real time how the campaign is progressing, how many contacts have been processed, and what results have been achieved.
What has already been implemented and what’s coming next
Available now
Progressive and Agentless modes with a full set of configurations
Multichannel contact list (calls + messengers + email)
Flexible Attempt Control with individual rules for each no-answer scenario
Campaign prioritization and line management
Do Not Contact List
Basic analytics and conversation reports
Coming soon
Manual callback: agents will be able to manually schedule a callback time with a customer
Agent Script: display of contact data and call scripts directly in the agent interface
Advanced analytics for each campaign
Answering Machine Detection: detection of voicemail systems with separate handling logic
Summary: why NovaTalks Outbound Dialer is worth considering
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