A cloud based dialer is call center dialing software that runs on a hosted platform instead of hardware in your office. Agents log in through a web browser, the system places and routes calls over the internet, and there is nothing to install or maintain on site. You add agents by creating logins, not by buying servers.
Outbound calling used to mean racks of hardware, telephony cards, and an engineer on call. A cloud based dialer removes all of it. The dialing engine, the call routing, and the reporting all live in the cloud, and your team reaches them from any browser with a headset. This page explains what a cloud dialer is, how it works, how the dialing modes differ, and how to decide if cloud is right for your team.
What is a cloud based dialer?
A cloud based dialer automates outbound calls from a hosted platform. It pulls numbers from a contact list, places calls through internet telephony, and connects answered calls to available agents. Because it is delivered as a service, you pay for what you use and the provider handles updates and uptime. Here are the terms that come up most often.
- Cloud dialer (hosted dialer)
- Dialing software delivered over the internet, with no on-site servers. You access it through a browser and scale by adding user accounts.
- Predictive dialer
- Dials several numbers at once and uses live statistics to predict when an agent will be free, so answered calls connect with almost no wait.
- Progressive dialer
- Dials the next number only when an agent is ready. Slower than predictive, but it never drops a connected call for lack of an agent.
- Preview dialer
- Shows the agent the contact’s details before the call is placed, so they can prepare. Best for complex or high-value calls.
- WebRTC
- The browser technology that lets agents take calls with just a headset and a tab open, no softphone app to install.
- SIP trunk
- The virtual phone line that carries calls between the cloud platform and the public telephone network.
How a cloud based dialer works
The whole system runs as a hosted service. Agents connect through a browser using WebRTC, the cloud platform manages campaigns and pacing, and a media engine places the calls over SIP trunks. ICTDialer uses FreeSWITCH as that engine. Figure 1 shows the parts and how a call flows from a contact list to a connected agent.
Since the platform lives in the cloud, adding agents is a matter of creating accounts. There is no card to install, no PBX to wire, and updates arrive without a maintenance window.
Dialing modes in a cloud dialer
A good cloud dialer offers more than one way to call. The right mode depends on how many agents you have and how valuable each contact is. Figure 2 compares the three.
For a closer look at one mode in practice, see our page on the progressive dialer. If cost and control matter most, our guide to open source auto dialer software covers the self-hosted side of the same technology.
Cloud dialer vs on-premise dialer
| Factor | On-premise dialer | Cloud based dialer |
|---|---|---|
| Setup | Buy and wire servers and cards | Create an account and log in |
| Maintenance | Your team patches and monitors | The provider handles it |
| Scaling | Add hardware to add agents | Add logins to add agents |
| Remote work | VPN and local network needed | Any browser, anywhere |
| Up-front cost | High capital spend | Pay as you go |
| Control of data | Full, on your own hardware | Hosted by the provider |
Teams that want zero hardware and remote agents lean toward cloud. Teams with strict data residency rules sometimes prefer on-premise, or a hybrid of both. ICTDialer supports cloud, on-premise, and white-label deployments, so the choice is yours.
What to look for in a cloud based dialer
- All three dialing modes: preview, progressive, and predictive, switchable per campaign.
- Browser-based agents over WebRTC, with no softphone to install.
- Real-time reports and call recording for quality and compliance.
- Multichannel reach if you need it: voice, SMS, fax, and email from one platform.
- Flexible SIP trunking so you can bring your own carrier.
- Clear pricing that scales with agents, not with hardware.
- An open source or self-hosted option if you ever want to move off the cloud.
Frequently asked questions
What is the difference between a cloud dialer and an auto dialer?
An auto dialer is any software that places calls automatically. A cloud dialer is an auto dialer delivered as a hosted service, so it runs in the cloud rather than on hardware in your office. Every cloud dialer is an auto dialer, but not every auto dialer is cloud based.
Do agents need to install anything?
No. With a browser-based cloud dialer, agents work from a web tab and a headset using WebRTC. There is no software to install on each machine.
Is a cloud based dialer good for remote teams?
Yes. Because agents only need a browser and internet, a cloud dialer suits remote and distributed teams better than any on-premise system.
Can a cloud dialer do predictive dialing?
Yes. A capable cloud dialer offers predictive, progressive, and preview modes, and lets you pick the mode that fits each campaign.
Can I move from cloud to self-hosted later?
With an open platform you can. ICTDialer offers cloud, on-premise, and white-label options built on the same FreeSWITCH core, so you are not locked into one model.
ICTDialer runs predictive, progressive, and preview campaigns from the cloud, with browser agents and your own SIP trunks.
Talk to our team
Free auto dialer software guide ·
Progressive dialer ·
Open source auto dialer software