{"id":10734,"date":"2026-04-15T10:39:54","date_gmt":"2026-04-15T07:39:54","guid":{"rendered":"https:\/\/novatalks.ai\/?p=10734"},"modified":"2026-04-17T20:57:31","modified_gmt":"2026-04-17T17:57:31","slug":"novatalks-outbound-dialer","status":"publish","type":"post","link":"https:\/\/novatalks.ai\/en\/blog\/novatalks-outbound-dialer\/","title":{"rendered":"NovaTalks Outbound Dialer: How to automate communications"},"content":{"rendered":"\t\t
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NovaTalks Outbound Dialer is a solution that transforms chaotic calling into a structured, scalable, and measurable process. In this article, we\u2019ll explore what NovaTalks Outbound Dialer can do, why it is designed the way it is, and the real business use cases it addresses.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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What is an Outbound Dialer and why is it needed?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Outbound Dialer is an automated outbound communication module.<\/strong> 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.<\/p>

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.<\/p>

Architectural approach:<\/strong> 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.<\/p>

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 \u2014 \u201cCampaigns.\u201d<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t

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Four types of campaigns: a dedicated tool for every task<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\u00a0<\/div><\/div><\/div><\/section>

NovaTalks Dialer supports four types of campaigns that cover all key outbound communication scenarios.<\/strong><\/p>

Email Campaigns<\/strong>
Mass email campaigns sent to a contact list. To ensure emails reach customers\u2019 inboxes rather than spam folders, it is important to properly configure sending settings and prepare the domain.<\/p>

Social Media Campaigns<\/strong>
These campaigns cover all messaging channels: Telegram bots, Viber bots, Telegram numbers, and more. The system automatically sends messages to contacts from the database at scale.<\/p>

Progressive Dialer \u2014 classic agent-assisted calling<\/em><\/strong>
Progressive<\/em> mode automatically dials numbers from the list and, once a customer answers, connects the call to an available agent. The key parameter is the number of initiated conversations per agent. For example, if 20% of contacts answer, you can set 4\u20135 parallel calls per agent. The system automatically balances the workload.<\/p>

Agentless Dialer \u2014 fully automated calling without agents<\/em><\/strong>
Agentless<\/em> is a fully automated scenario. After connecting with a customer, an IVR script with a personalized message is played. No agent is required.
Example:<\/em> \u201cHello, Olga! Your outstanding balance is 350 UAH. The payment deadline is April 20. To connect with an agent, press 1.\u201d
The name, amount, and date are dynamically personalized for each contact from the list. If needed, the customer can press a button and be connected to a live agent directly from the IVR.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Progressive vs Agentless: when to choose each<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Progressive \u2014 with agents<\/strong><\/th>\nAgentless \u2014 without agents<\/strong><\/th>\n<\/tr>\n<\/thead>\n
Requires agents in online<\/em> status<\/td>\nDoes not require agents<\/td>\n<\/tr>\n
Scale is limited by the number of agents<\/td>\nScales up to the maximum number of lines<\/td>\n<\/tr>\n
Limitation: conversations per agent<\/td>\nLimitation: conversations per minute<\/td>\n<\/tr>\n
After connection \u2014 live conversation<\/td>\nAfter connection \u2014 automated IVR<\/td>\n<\/tr>\n
Best for sales, consultations, complex cases<\/td>\nBest for reminders, notifications, response collection<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Flexible settings: control over every step<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Each campaign is configured in detail to match the specifics of the business, the contact base, and the team of agents.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Parameter<\/strong><\/th>\nDescription<\/strong><\/th>\n<\/tr>\n<\/thead>\n
Calendar<\/strong><\/td>\nCampaign 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.<\/td>\n<\/tr>\n
Answer Timeout<\/strong><\/td>\nThe waiting time for an answer (ringing) before ending the call. Recommended value: 40\u201345 seconds.<\/td>\n<\/tr>\n
Dialogs per Agent<\/strong><\/td>\nThe number of parallel calls per active agent. For VIP lists \u2014 1, for mass contacts with low answer rates \u2014 4\u20135.<\/td>\n<\/tr>\n
Max Lines<\/strong><\/td>\nThe maximum number of simultaneous conversations within a campaign. Allows resource allocation across multiple parallel campaigns.<\/td>\n<\/tr>\n
Priority<\/strong><\/td>\nThe priority of the campaign relative to others. When multiple campaigns are active, the dialer automatically redistributes the load in favor of higher-priority campaigns.<\/td>\n<\/tr>\n
Always Running<\/strong><\/td>\nIf disabled, the campaign automatically stops after the entire contact list is processed. If enabled, the campaign runs continuously (for databases that are updated daily).<\/td>\n<\/tr>\n
Attempt Control<\/strong><\/td>\nRetry management. For each no-answer reason (busy, no answer, rejected), you can configure the number of attempts and intervals between them separately.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Example of logic:<\/strong> If the phone is busy, there is a high probability that the person will be available in 10 minutes. Attempt Control<\/em> allows you to configure exactly this behavior for each scenario.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Contact list: the heart of the campaign<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Contact list is the database a campaign operates on.<\/strong> It can be created in two ways:<\/p>\n