The Best Dialler Software for Contact Centres: Compare Types, Features & Options

At its core, an outbound dialler automates the process of connecting agents with customers. The best diallers, however, go far beyond just making calls. They reduce idle time, improve compliance, and empower agents to deliver faster, more personalised customer experiences.

With so many options on the market, from global enterprise platforms to leaner, budget-friendly tools, finding the best dialler software can be overwhelming.

The “best” isn’t always the biggest name; it’s the one that fits your business goals. Whether that’s maximising agent productivity, staying ahead of compliance rules, or giving customers smoother, more human conversations.

This guide breaks down what defines the best auto dialler software, exploring key features, the main types of diallers, and how to identify the right providers for growing contact centres.

Key features that define the best dialler software

If you’re evaluating dialler systems, the most important step is understanding which features separate a good system from a great one. Across industries and use cases, these are the core features that define the best dialler systems time and again:

Features & why it matters:

Compliance built in

Regulations like Ofcom (UK) and GDPR carry heavy fines if they’re ignored. The best diallers have safeguards built in, such as call pacing rules, customer consent management, and automatic record keeping. This helps agents stay focused on conversations without risking penalties.

Multiple dialler modes

Different campaigns need different approaches. A predictive dialler is great for high-volume sales where speed matters. A preview dialler, on the other hand, gives agents context before making sensitive debt collection calls. The best dialler software offers flexibility with multiple modes in one platform.

CRM and data integration

A dialler that can’t talk to your CRM will slow agents (and your call handling) down. Integration means customer details, history, and preferences are available instantly, allowing agents to personalise interactions and avoid repeated questions.

Ease of use and adoption

Even the most advanced system won’t deliver results if agents find it difficult to use. Look for intuitive interfaces, drag-and-drop campaign management, and fast onboarding so teams can adopt quickly without weeks of training.

Reporting and analytics

Data drives performance. Real-time dashboards, call recording, and speech analytics help managers track KPIs like contact rate, conversion, and compliance. The best diallers capture data and make it actionable.

Cost efficiency and scalability

A dialler should grow with your business. Scalable licensing, flexible integrations, and automation tools help you handle more calls and campaigns without proportionally increasing headcount or costs.

Types of diallers explained

As mentioned above, when you’re weighing up dialler systems, one of the biggest considerations is how flexible the software is, with dialler modes being a key focus.

Let’s dig into what different dialler modes offer in more detail.

A platform that only offers a single mode will limit your campaigns, whereas the best auto dialler software gives you the choice to switch depending on context.

Here are the most common dialler modes and when to use them:

• Predictive: Maximises agent talk time by dialling multiple numbers and only connecting live answers (great for high-volume sales).
• Preview: Gives agents customer details before the call (ideal for sensitive or complex conversations like debt collections).
• Progressive: Dials one number per agent with context as the call connects, balancing pace and preparation.

To explore dialler modes further, read our blog on choosing the right dialling mode

Best Auto Dialler Software Options in 2025-26

Dialler modes are an important consideration, but they’re only part of the picture. The right choice of software is dependent on the type of provider you go with. While some dialler platforms are built for huge enterprise operations, others strip back features to keep costs low. Meanwhile, there are specialist providers that aim to balance advanced functionality with usability.

Let’s look at the differences between providers:

1. Enterprise Platforms

Global players like Five9, Genesys, or NICE dominate the top end of the market. These platforms offer vast functionality across voice, digital, and AI, which is ideal for multinational contact centres with thousands of agents.

However, with scale comes complexity. Implementation of enterprise-level dialler software can take months, pricing is often layered by feature and licence, and day-to-day management may require technical teams. For mid-sized or fast-growing contact centres, it often means paying for features they’ll never use.

2. Budget or Basic Diallers

At the other end of the scale, low-cost diallers focus mainly on outbound calling. Tools like Vicidial, Primo, JustCall, TCN, and Aircall are popular for their simplicity, quick setup, and low upfront cost, which makes them attractive options for small teams or short-term outbound campaigns.

However, the biggest trade-off is capability. Budget systems often lack advanced features, like Ofcom-compliant dialling controls, CRM integration, or omnichannel functionality. They can also fall short when it comes to reporting or automation, requiring more manual oversight, leading to a greater risk of errors.

For regulated industries such as financial services or debt collection, these limitations can create compliance risks and hinder scalability. They’re great for getting started, but not always suited for growing or high-stakes contact centre operations.

3. Specialist Providers

This is where MaxContact stands out. We bridge the gap between affordability and advanced capability.

MaxContact is built for mid-sized and growing contact centres that need enterprise-grade functionality without enterprise overheads. You get:

• Multiple dialler modes (predictive, progressive, preview) to match your campaign needs.
• Built-in compliance with Ofcom, GDPR and FCA guidelines.
• Fast setup and simple integration with existing CRMs and systems.
• UK-based support and expert onboarding.
• A platform that balances performance, compliance, and customer experience.

Best overall for mid-sized contact centres: MaxContact

- Offers predictive, progressive, and preview dialler modes

- Built-in compliance with Ofcom, GDPR, and FCA guidelines

- UK-based support with fast setup and CRM integration

Benefits of Choosing the Right Dialler

Choosing the right dialler isn't just about efficiency, although that's a big positive on its own. And yes, a dialler also helps your contact centre do more with what you've got. But the real value runs deeper. Hand in hand with a data-driven contact strategy, the right dialler transforms how your contact centre (and your agents) work.

Here are the benefits:

1. Your agents actually want to work

Nobody likes staring at a screen waiting for calls to connect. A smart dialler cuts that idle time dramatically. Predictive and progressive modes keep outbound campaigns flowing, so agents focus their energy on conversations, not manually dialling numbers or waiting for calls to connect.

Add CRM integration and live dashboards into the mix, and you get more than better numbers; you get engaged agents who can focus on conversations that actually matter.

2. Your customers notice the difference

When your dialler talks to your CRM and routing tools, customer journeys improve overnight. Intelligent routing gets people to the right agent the first time. Integrated data means your team knows exactly who they're speaking with before they even say hello.

That translates into shorter waiting times and fewer "let me transfer you" moments. Customers have conversations that feel informed and personal, the kind that people remember for the right reasons.

3. Compliance that runs itself

Between Ofcom, GDPR, and FCA requirements, staying compliant is complex. Manual oversight just doesn't cut it anymore, especially when your business is scaling. The best diallers handle compliance in the background, managing call pacing, respecting consent preferences, and protecting customer data.

That means fewer slip-ups and unexpected fines, and a reputation that shows you take data protection seriously.

4. Built to grow with you

Good dialler software scales with your business. By automating admin and streamlining workflows, your agents handle larger volumes without you needing to increase headcount.

The right platform adapts as you evolve with new channels, fresh campaigns, and changing regulations. No expensive rebuilds or constant retraining.

The best dialler software makes you faster. But more critically, it finds that sweet spot where productivity, compliance, and customer experience all work together.

Why Businesses Choose MaxContact: One of the Best Dialler Software Solutions for Contact Centres

When businesses search for the best dialler software, they’re looking for a balance between performance, compliance, and ease of use. That’s where MaxContact stands out. Designed for mid-sized and growing contact centres, our dialler software delivers enterprise-grade functionality without enterprise overhead.

Here’s why organisations across industries choose MaxContact’s dialler:

1. Scalable efficiency without extra headcount‍

‍‍We Finance Any Car used MaxContact to manage rising lead volumes while keeping staffing levels steady. With CRM integration and automated re-dialling, their team spends more time talking to customers and less time on manual admin, improving productivity and conversion rates.

Read Case Study

2. Flexible control and faster campaign management‍

Dudley Council wanted to reduce reliance on third parties and adapt in real time. MaxContact gave them control to update campaigns and reporting on their terms; faster, cheaper, and more flexible.

Read Case Study

3. Enterprise power, simple usability‍

The Redwood Group needed a platform that could support multiple departments, regulated debt recovery campaigns, and high outbound volumes. With predictive, progressive, and manual dialling modes, advanced compliance, and intuitive reporting, they got the best of both worlds: power and simplicity.

Read Case Study

In short, MaxContact brings you all the essential dialler modes, built-in compliance, and UK-based support that grows with your team, without paying for features you’ll never use. That’s why it’s consistently rated among the best dialler systems for UK contact centres.

See Capterra Reviews

Get the power and compliance of an enterprise dialler without the complexity. Book a demo with MaxContact to see how our dialler software can boost productivity, compliance, and CX in your contact centre.

FAQs: Choosing the Best Dialler Software

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What is the best dialler software for UK contact centres?

MaxContact is one of the best dialler systems for UK contact centres, offering predictive, progressive, and preview dialling with built-in Ofcom, GDPR, and FCA compliance. It's specifically designed for mid-sized and growing teams that need enterprise capability without enterprise overhead.

What makes a good auto dialler?

The best auto dialler software combines speed, compliance, and customer experience, with CRM integration, intelligent call routing, and clear reporting to guide agent performance. It should also offer multiple dialling modes to match different campaign types and scale efficiently as your contact centre grows.

Is MaxContact a predictive dialler?

Yes. MaxContact supports predictive, progressive, and preview dialler modes, helping teams tailor outbound strategies for sales, collections, and service campaigns. You can switch between modes depending on campaign needs, all within the same platform.

How does MaxContact compare to enterprise dialler platforms?

While global providers like Five9 or NICE CXOne target large enterprises with complex needs and large budgets, MaxContact delivers similar capabilities in a simpler, more affordable, and UK-supported solution ideal for growing contact centres. You get enterprise-grade features, predictive dialling, compliance automation, and advanced reporting, without the six-month implementations and features you'll never use.

What happens if we outgrow our current dialler?

This is a common concern and a real risk with budget diallers that lack scalability. Signs you've outgrown your system include: hitting user limits, needing features that require expensive add-ons, struggling with compliance as regulations tighten, or lacking the reporting depth to optimise performance.

MaxContact is built to scale with you. As your contact centre grows with more agents, more campaigns, and more complexity, the platform adapts without requiring you to rip and replace. You're not locked into a system you'll need to migrate away from in 18 months.

Can dialler software integrate with our existing CRM?

The best dialler systems, including MaxContact, integrate with major CRMs like Salesforce and HubSpot, as well as custom systems via API. This integration is critical because agents see customer data instantly when calls connect, eliminating the need to switch between systems or ask customers to repeat information.

During a demo, always ask to see the specific CRM integration you need, not just whether it's "possible."

Is cloud-based or on-premise dialler software better?

For most contact centres, cloud-based is the clear winner. Cloud systems offer:

• Faster implementation (weeks, not months)
• Automatic updates and compliance changes
• Scalability without hardware investment
• Remote working capability (essential post-pandemic)
• Lower upfront costs

On-premise systems made sense a decade ago, but unless you have very specific data residency requirements or legacy infrastructure dependencies, cloud-based diallers like MaxContact offer far more flexibility and value.

When you get it right, you build trust, loyalty, and efficiency. If you get it wrong, you risk frustrating customers, increasing churn, and even regulatory trouble.

Long waiting times and poor call handling don’t just test patience; they directly impact outcomes. Customers who are satisfied with wait times are 2.6x more likely to repurchase, and 3x more likely to recommend a brand (Qualtrics 2025).

So, if you’re a contact centre leader aiming to reduce customer churn and strengthen reputation, then optimising call handling operations is essential. Drawing on insight from our ,, here are the five most common mistakes that hurt customer experience and compliance and how to avoid them.

1. Long average handling times without a call resolution

55% of customers abandon calls because of long waits. It’s an all too familiar frustration, but it’s the way contact centres tackle it that makes all the difference.

The knee-jerk reaction is to push agents to “be faster,” but it often backfires. When speed becomes the only metric, compliance takes a back seat, important details are missed, and customers end up calling back because their issue wasn’t fully resolved the first time around. That adds more volume, along with more cost and frustration.

The more effective approach is to focus on resolving calls the first time. That involves giving agents the tools and context to handle conversations confidently and consistently:

• Skills-based call routing means customers reach the right person the first time. While routine queries go to newer agents, complex or sensitive issues are routed straight to specialists or agents with more experience.
• Call recording and reporting tools can uncover repeated bottlenecks and delays, helping managers coach more effectively.
• Agent assist features, such as call scripts and prompts help to keep conversations on track without rushing, reducing compliance risks.

By fixing the causes of long average handling time, such as poor routing, lack of context, or inefficient workflows, contact centres can cut waiting times and keep customers from hanging up.

For deeper strategies on reducing average handling time (AHT) while preserving that all-important customer experience, see our guide on How to Reduce Average Handle Time.

2. Poor call routing

Yes, being left on hold is frustrating, but being bounced between agents and departments is worse. In fact, 34% of customers abandon calls after being transferred multiple times.

Every unnecessary transfer forces customers to repeat themselves, delays resolution, and erodes trust in your service. It’s inefficient and leaves people questioning whether your business is competent at all.

Intelligent call routing solves this by matching enquiries to the right place first time:

• Skills-based routing directs complex or sensitive cases to the most experienced agents.
• IVR menus streamline routine queries and cut unnecessary transfers.
• CRM integration gives agents context immediately, so customers aren’t asked to repeat themselves.

With fewer transfers and faster resolutions, customers stay on the line and crucially, on your side.

3. Lack of agent training on compliance protocols

When customers call with complaints or sensitive issues, they want to feel heard and reassured they’re in safe hands.

But if an agent sounds unsure or handles a situation incorrectly, trust is lost. Our Voice of the Consumer Report shows this has real consequences: 35% of customers have abandoned a call because the agent couldn’t understand their situation.

So, what’s the solution? Invest in ongoing coaching and visibility:

• Drag-and-drop scripting tools guide agents through tricky or regulated conversations step by step.
• Speech analytics and sentiment analysis flag risks early and speed up QA reviews.
• Targeted coaching and live monitoring allow managers to step in before issues escalate.

Well-trained agents aren’t just more compliant. They’re more confident, faster, and deliver better CX.

4. Not capturing or acting on customer feedback

When service quality falls short of customer expectations, they rarely hold back: 66% leave reviews after a negative experience. One of the biggest mistakes many contact centres make is failing to capture or act on their feedback, thus missing opportunities to fix the most common issues that lead to customer complaints in the first place.

With the right technology in place, contact centres can take customer feedback (one of the richest sources of improvement) and turn it into action.

Here’s how:

• Speech analytics records 100% of calls, and with speech-to-text transcripts, managers can review real conversations. By spot-checking and searching for recurring issues, like complaints about wait times or poor transfers, managers can act on weaknesses in call-handling processes.
• CRM integrations can also be utilised to link feedback with customer history, highlighting any customer retention risks or gaps in agent onboarding.
• Post-call surveys and IVR feedback can capture immediate customer sentiment and reactions, feeding CX metrics such as CSAT and NPS.

When feedback loops are closed, customers feel heard, agents improve faster, and compliance risks are caught before they escalate. This is only possible with a well-defined, data-driven contact strategy guiding your approach.

5. Over-reliance on AI or automation

70% of customers prefer to speak to a human for complex situations, and 20% say AI doesn’t understand them. The takeaway from those statistics is that automation is powerful. But only if it supports rather than replaces live agents.

Used well, automation makes operations more efficient:

• IVR menus and AI agents handle simple, repetitive tasks like account checks or payment reminders instantly.
• Seamless escalation to live agents ensures sensitive or complex queries are handled with empathy and context.

This hybrid approach keeps costs and waiting times down, but also reassures customers that when they need to speak to a human, someone is available.

These five mistakes; long handling times, poor routing, inadequate training, ignoring feedback, and over-reliance on automation do more than just hurt customer experience. They also increase compliance risks due to inconsistent handling and breaching customer trust.

Used effectively, software and automation can support your people, not replace them. By combining the right tools and processes, contact centres can deliver a service that’s faster, more compliant, and more human, even under cost pressure.

See how MaxContact helps you meet customer expectations and improve compliance. Book a demo today.

Why Now?

The customer engagement and contact centre market has undergone a dramatic transformation in recent years. This shift has been fuelled by accelerated adoption of AI and digital technologies and external pressures from post-pandemic customer demands for seamless experiences, amidst broader economic volatility.

MaxContact has evolved alongside these changes. Our platform is more powerful, our expertise runs deeper, and we've sharpened our focus on helping customers manage complex interactions and harness insights that drive real results.

This rebrand captures our vision: transform customer contact into the fuel that powers forward-thinking companies. We're turning every conversation into an opportunity for measurable business outcomes - loyalty, retention, and revenue growth.

What We Stand For

MaxContact transforms customer conversations into measurable outcomes.

We're built by contact centre professionals who live and breathe this industry. We understand the day-to-day pressures of running revenue-critical operations because we've been there ourselves. Close collaboration with our customers has shaped MaxContact into what it is today - and that partnership approach drives everything we do.

Our AI-powered customer engagement platform amplifies your team's performance and intelligently automates key workflows and processes. Whether you're focused on acquisition, retention, or recovery, we help you maximise every customer interaction to deliver business outcomes that drive sustainable growth.

The Making of the Brand

For those interested in what shaped our new identity, here's a look at the strategic foundations that guide MaxContact.

Our Brand Essence: Maximise Every Moment

This simple phrase captures who we are at our core. Every customer interaction is an opportunity. Every conversation matters. We're here to help you make the most of them all.

Our Vision: Transform customer contact into the fuel that powers forward-thinking companies.

This is our long-term aspirational goal - what we're working to achieve and become. We believe contact centres are strategic assets, not cost centres. Our vision reflects our commitment to an outcome-based approach, providing customers with solutions that fuel business growth and prove essential to their success.

Our Mission: Combine intelligent technology, industry expertise, and proactive partnerships to make our vision a reality.

This is our clear statement of purpose - how we achieve our vision day-to-day. It's the combination of our powerful platform, our deep industry knowledge and our collaborative partnership approach with customers that makes the difference.

A Fresh Visual Identity

You'll notice our brand looks different too. We've leaned into MAX and owned our distinctive pink. The new design system features a stronger colour palette, cleaner typography, and a sharper focus on clarity and confidence.

It's professional but approachable - exactly how we want every conversation with our customers to feel.

What's Changing

Starting today, you'll see our new branding across our website and communication channels.

Our product interface will transition to the new branding later in 2025, ensuring a smooth experience for all users.

What's Not Changing

Everything you value about MaxContact remains. Our platform, features, functionality, and, most importantly, our commitment to your success stay constant. We're the same team and the same dedicated partner you've always known.

Looking Ahead

This rebrand represents our commitment to continuous evolution. As the customer engagement landscape changes, we're investing in staying ahead - in our technology, our expertise, and how we show up for you.

We're excited about this next chapter and grateful to have you as part of our journey.

Welcome to the new MaxContact.

Want to learn more about how MaxContact can help you maximise every customer moment? Get in touch with our team.

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