A progressive dialer calls one number per free agent, so someone is always ready when a call is answered. A power dialer calls a fixed number of lines per free agent to cut waiting. A predictive dialer forecasts how many to dial, keeping agents busiest but risking dropped calls. Edesy offers progressive and power pacing, not predictive.
Run an agent dialer campaign: Open the Edesy voice portal. Create a campaign in agent dialer mode and attach it to your contact center queue in ccaas.edesy.in.
The core trade-off
Every outbound dialer balances two costs:
- Agent idle time: an agent waiting while numbers ring, go unanswered or reach voicemail.
- Dropped calls: a person answers and no agent is free to talk to them.
Dial too slowly and you pay agents to wait. Dial too fast and you annoy the people you wanted to reach. The three dialer types sit at different points on that line.
Side by side
| Progressive | Power | Predictive | |
|---|---|---|---|
| Lines per free agent | 1 | Fixed ratio above 1 (e.g. 1.5, 2) | Varies, set by a statistical model |
| How it decides | One call per free agent | Free agents x ratio | Forecast of answer rate and handle time |
| Agent idle time | Highest | Lower | Lowest |
| Dropped-call risk | Very low | Moderate; grows with ratio | Highest if the model is wrong |
| Needs a large team | No | No | Yes, to forecast well |
| Good for | Small teams, high-value leads, collections | Mid-size teams with low answer rates | Large teams on big, low-value lists |
There is also a preview dialer, where the agent sees the contact first and clicks to dial. It has the most idle time and no dropped calls, and suits complex accounts where the agent needs to read history before the call.
Progressive dialing
The dialer waits until an agent is free, then dials one number for them. If that number doesn't answer, it dials the next. The agent never gets a call they weren't ready for, and the customer who answers always reaches a person.
The cost is waiting: on a list where few people answer, agents spend a lot of time listening to rings. Progressive fits teams where every contact matters, such as collections, renewals or warm leads, and where a dropped call would hurt.
Power dialing
The dialer calls a set number of lines for each free agent. At 2.0, two free agents means four calls go out. If answer rates are low, that cuts the waiting. If answer rates are higher than you expected, more people can pick up than there are agents ready.
The ratio is the control. Start at the lowest setting, watch how often people answer, then raise it carefully. "Power dialer" is used loosely in the market; some vendors mean progressive, some mean a fixed ratio. Ask what the number of lines per agent actually is.
Predictive dialing
A predictive dialer models how many calls will be answered and when agents will finish their current calls, and dials ahead of that forecast. With a large team and a stable list, it keeps agents talking most of their shift.
The model needs volume. With a small team, a few long calls or an unexpectedly high answer rate throws the forecast off, and dropped calls rise. Predictive also makes it harder to promise every customer who answers a person on the line.
Which one should you use?
| Your team | Start with |
|---|---|
| Under about 10 agents | Progressive |
| Collections, renewals, high-value leads | Progressive |
| Mid-size team, low answer rates, lists you can afford to work harder | Power at a low ratio |
| Large team, very large low-value lists | Predictive (from a vendor that offers it) |
| Complex accounts needing prep | Preview |
What Edesy offers
Edesy's voice campaigns have two modes: broadcast (play a recorded or TTS message) and agent dialer. The agent dialer bridges answered calls to a free agent in your cloud contact center.
| Setting | Options |
|---|---|
| Pacing | 1.0 (progressive), 1.5 or 2.0 lines per free agent (power) |
| Max concurrent calls | Your cap |
| Dialing hours and scheduling | Yes |
| Answering-machine detection (AMD) | Yes |
| Recording | Yes |
| DNC suppression | Yes |
| Caller ID | Primary plus a backup caller ID, with carrier failover |
| Contacts | CSV upload, or leads via API (/v1/campaigns/:id/leads) |
| Dispositions | Agents pick wrap-up codes; sent to your systems via disposition.submitted webhooks for dialer leads |
Before launch you can place a test call to your own phone and see a cost estimate. During the campaign you can pause, resume or stop it, and afterwards duplicate it or run it again.
Edesy does not offer predictive dialing. If you need a statistical predictive dialer for a large outbound floor, choose a vendor that has one.
Pacing tips for Indian lists
- Clean the list first. Wrong and switched-off numbers inflate ring time. Edesy's status callbacks separate invalid numbers from unreachable phones, which helps you remove bad data. See call status callbacks explained.
- Respect calling hours and your DNC list. Both are campaign settings.
- Start at 1.0 for a new list. Move to 1.5 only once you've seen the answer rate.
- Measure per agent hour: connected conversations, not dials.
Cost
Dialer call minutes are Rs 0.50/min on a 60-second pulse, and unanswered calls are free. Agent seats are Rs 1,500 (Starter), Rs 2,500 (Professional) or Rs 3,500 (Enterprise) per agent per month. Prices exclude 18% GST. See contact center pricing, the outbound dialer page and the contact center docs.