The dialer for teams that actually talk to customers all day
Increase agent talk time and simplify high-volume calling with one platform for outbound dialing, inbound routing, CRM context, campaign management, and real-time supervision. It's used by sales, support, collections, telemarketing, and enterprise contact centre teams who need dialing, routing, and CRM data working together instead of stitched across three tools.
Every call is a chance to build trust, close a deal, or solve a problem for a customer. Manual dialing and disconnected agent tools get in the way of that. OptiML Dialer is an AI-powered calling platform that takes the repetitive work off agents' plates, connects them to the right customer at the right time, and gives supervisors a clear view of what's happening across the team. The result: less time dialing, more time actually talking to customers. It manages and routes inbound calls automatically, keeps customer data in sync with your CRM, and gives supervisors a full view of agent performance and campaign results. With automation and AI built in, teams see more talk time, less idle time, better first-call outcomes, and stronger customer relationships, even at enterprise scale. It's built for sales, support, collections, telemarketing, and enterprise contact centre teams, bringing multiple dialing modes, smart routing, native CRM integration, real-time monitoring, and detailed analytics together in one platform that grows with you.
Multiple Dialing Modes
Outbound progressive, preview, and predictive calling engines tailored to campaign goals.
Smart Call Routing
Route incoming callers based on agent skills, regional language, and CRM ticket priority.
Native CRM Integration
Surfaces deep consumer timelines and interaction histories instantly upon call connection.
Real-Time Analytics
Consolidated metric dashboards tracking call duration, answer rates, and SLA benchmarks.
Multiple Dialing Modes
OptiML Dialer automates outbound calling with multiple dialing modes, so you can match the right mode to each campaign without switching platforms.
- Preview Dialing - Agents see the customer's info, past interactions, and notes before the call connects, so every conversation starts informed.
- Progressive Dialing - The system dials the next customer only after the current call wraps up, keeping a steady flow of calls without overwhelming agents.
- Predictive Dialing - The system predicts when agents will be free and dials several numbers at once, connecting agents only to calls that get answered - keeping agents busy and campaigns moving.
Intelligent Inbound Call Management
OptiML Dialer routes every incoming call to the right agent without unnecessary delay, based on rules like
- Language Preference
- Customer Segment
- Skill Group
- Business Hours
- Agent Availability
- Queue Priority
Smart IVR & Automatic Call Distribution
Smart IVR
- Welcome Greetings
- Language Selection
- Callback Requests
- Business Hour Announcements
- Custom IVR Call Flows
- Multi-Level IVR Menus
- Department-Based Routing
Automatic Call Distribution
- Skill-Based Routing
- Round Robin Distribution
- Least Occupied Agent
- Longest Idle Agent
- Priority Routing
- Preferred Agent Routing
- Department-Based Routing
CRM Integration
OptiML Dialer connects with OptiML CRM and third-party CRM platforms, so agents have full context before they answer or make a call. The moment a call connects, the agent's screen shows
- Customer Profile
- Previous Calls
- Tickets
- Lead Details
- Purchase History
- Notes
- Interaction Timeline
- Open Cases
Campaign Management
One console lets admins create, set up, schedule, and monitor calling campaigns from start to finish
- Campaign Creation
- Contact List Upload
- Campaign Scheduling
- Retry Rules
- Business Hour Configuration
- Agent Assignment
- Campaign Prioritisation
- Live Campaign Monitoring
- Campaign Performance Analytics
Whether it's sales, collections, surveys, appointment reminders, or general outreach, teams stay in full control of how campaigns run.
Call Recording & Quality Monitoring
Every interaction is automatically recorded, securely stored, and searchable. This supports
Quality Reviews
Compliance Verification
Dispute Resolution
Agent Coaching
Customer Issue Investigation
Real-Time Monitoring & Supervisor Console
The supervisor console gives a live view of agent activity, call queues, campaign progress, and overall system performance
- Agent Status
- Active Calls
- Queue Performance
- Campaign Progress
- Call Volumes
- Abandoned Calls
- Service Levels
- Average Wait Time
- Agent Utilisation
Real-time dashboards help supervisors catch problems early and make faster decisions.
Analytics & Reporting
Dashboards and custom reports cover operational, agent, and campaign performance, including:
- Inbound Call Reports
- Campaign Performance
- Agent Productivity
- Call Detail Reports
- Custom IVR Reports
- Call Duration
- Average Handle Time
- Connect Rate
- Abandonment Rate
- Disposition Reports
- Callback Reports
- Queue Performance
You can filter, schedule, export, and share reports with anyone who needs the numbers.
AI-Powered Dialing Intelligence
AI is built into the platform to improve call efficiency and customer engagement
Intelligent Call Routing
Smart Retry Logic
Call Outcome Analysis
Voice Activity Detection
Silence Detection
Spam Call Identification
Predictive Campaign Optimisation
Agent Performance Insights
Integrations & Ecosystem
OptiML Dialer works with the tools you already use, so you don't have to start from scratch:
- OptiML CRM
- OptiML QMS
- Third-Party CRMs
- REST APIs
- PBX Systems
- SIP Trunks
- WhatsApp Business API
- SMS Gateway
- ERP Systems
- SSO
- Active Directory
- Webhooks
Enterprise Security & Compliance
OptiML Dialer is built with security as the default, backed by independent, third-party certification - not just internal policy.
- Role-Based Access Control
- Secure Authentication
- Agent Productivity
- Data Encryption
- Audit Logs
- Call Recording Security
- Session Management
- Backup & Disaster Recovery
- Multi-Tenant Architecture
- API Security
- Compliance-Ready Deployment
- ISO 27001:2022
- VA/PT
- CERT-IN empanelled
What Sets OptiML Dialer Apart
Multiple Dialing Modes, One Platform
Most calling platforms specialise in one or two dialing methods. OptiML runs Preview, Progressive, and Predictive dialing on the same infrastructure, so admins choose the right mode per campaign without adopting a second tool.
AI-Native by Design
Call outcome analysis, silence detection, spam identification, and predictive campaign optimisation are built into the core platform, not bolted on as an add-on.
CRM Built In, Not Bolted On
Agents get full customer context - profile, tickets, purchase history, interaction timeline - the instant a call connects. That's backed by native OptiML CRM integration and open APIs for third-party CRMs.
Enterprise Security by Default
Role-based access control, encryption, audit logs, and multi-tenant architecture, supported by ISO 27001:2022 certification, VA/PT assessments, and CERT-In empanelment.
Deploy Your Way
Cloud deployment means organisations get up and running without managing hardware.
One Platform for Every Contact Centre Function
Sales, support, collections, and telemarketing teams can all run on one platform instead of stitching together separate tools for dialing, IVR, ACD, recording, and analytics.
Industries We Serve
Banking & Financial Services
Insurance
Healthcare
Telecommunications
BPO & Contact Centre
Real Estate
Education
Logistics
Government
Travel & Hospitality
Collections & Recovery
Frequently Asked
Questions?
What dialing modes does OptiML Dialer support?
OptiML Dialer offers three dialing modes on one platform: Preview, Progressive, and Predictive. You can match the mode to each campaign without switching tools.
Can OptiML Dialer integrate with our existing CRM?
Yes. OptiML Dialer connects natively with OptiML CRM and with third-party CRM platforms, giving agents full customer context through screen pop the moment a call connects.
Does OptiML Dialer use AI?
Yes. AI is built into the platform, including smart call routing, retry logic, call outcome analysis, voice activity and silence detection, spam call identification, and predictive campaign optimisation.
Is OptiML Dialer cloud-based or on-premise?
OptiML Dialer is cloud-based, so you can get started quickly without managing on-premise hardware.
How does OptiML Dialer help improve connect rates?
Predictive dialing figures out when agents will be free and paces outbound calls automatically, so agents spend more time talking and less time waiting between calls.
What security and compliance certifications does OptiML Dialer hold?
OptiML Dialer is ISO/IEC 27001:2022 certified, undergoes regular VA/PT (Vulnerability Assessment and Penetration Testing), and is CERT-IN empanelled. On top of that, role-based access control, secure authentication, data encryption, number masking, audit logs, secured call recordings, session management, backup and disaster recovery, multi-tenant architecture, and API security are all built in.
Can supervisors monitor calls and campaigns in real time?
Yes. The supervisor console shows live agent status, queue performance, campaign progress, call volumes, service levels, and agent utilisation in one dashboard. Supervisors can also listen in, whisper coach, or join a call directly.
Which industries is OptiML Dialer built for?
Banking and financial services, insurance, healthcare, telecommunications, BPOs and contact centres, real estate, retail and e-commerce, education, logistics, government, travel and hospitality, and collections.
Can one agent handle both inbound and outbound calls?
Yes. Agents can work in blended mode, taking inbound and outbound calls in a single session, with the same CRM context and tools either way.
How do we get started?
Book a personalised demo. We'll walk through how you handle calls today and show you how OptiML Dialer fits your campaigns, integrations, and compliance needs.
Give Your Team a Modern AI-Powered Dialer
From outbound campaigns and inbound call handling to CRM integration, real-time analytics, and automation, OptiML Dialer has what you need to run efficient, scalable, customer-first communication.
