Features

Key Features at a Glance

Dialfire offers a fully equipped toolbox for every sales and service team. Get a quick overview here, and then be sure to schedule a meeting with our support team to address any remaining questions.

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Outbound Calls

Powerful Dialer

The right dialing method for every sales campaign:

  • Predictive Dialing to save time and optimize employee workload. No other dialer achieves more calls per hour while strictly adhering to legal regulations.
  • Preview Dialing when speed isn't the priority, but rather individual preparation for each call.

Whether using Preview or Predictive Dialing, you can manage and prioritize calls in various ways, maximizing the full potential of your leads.

Inbound Calls

Intelligent Call Routing

Dialfire provides you with a wide range of options for handling incoming calls and efficiently distributing or automating them among your staff.

  • Unlimited number of inbound numbers and call queues
  • Seamless call blending with outbound campaigns, including automatic assignment of callback requests (rebound)
  • ACD with multi-level overflow routing and prioritization options
  • Programmable IVR with voice control
  • AI-driven issue-based routing
  • AI-powered VoiceBot

Managing Phone Numbers

Every call, whether outbound or inbound, requires a phone number. It’s essentially your business card, and your customers pay attention to it. The reputation of your phone number is, therefore, a crucial success factor.

Dialfire offers you all the options:

  • Register your existing phone numbers so your customers can always reach you through the same number.
  • Acquire new phone numbers or entire blocks of numbers with just a few clicks, ready for immediate use in inbound and outbound calls.
  • Automatically rotate your displayed phone number to ensure optimal reachability.

We work closely with local providers and guide you through the registration process for your phone numbers in accordance with your country’s legal requirements.

Infinitely Flexible

Design your campaigns exactly the way you envision them.

Start with one of our campaign templates or customize them entirely to meet your needs.

Flexible CRM System

You can expand the built-in CRM database according to your needs. Whether you are conducting a survey or handling complex orders, everything is possible.

Fully Customizable Agent Interface

Create interfaces that feel just right—add new fields without any programming or implement complex logic with a bit of JavaScript.

Easy Data Import

Import your existing leads into the campaign with just a few clicks and without the need for lengthy data preparation. Duplicates can be automatically detected and cleaned up.

Multi-Stage Campaigns

Create workflows with simple rules, so that depending on the outcome, the appropriate follow-up actions are automatically triggered.

Omnichannel Integration

Send personalized emails and SMS as part of your workflows. Distribute messaging and email inquiries through the universal task queue just as flexibly to your staff as inbound calls.

Grows With Your Needs

Dialfire follows a simple principle: easy things should be easy, and complex things should be possible.

Advanced users, including developers, have extensive customization options that span across all functional areas of Dialfire.

  • Functions in nearly every module are customizable using low-code JavaScript
  • Developer interfaces (REST APIs) and webhooks for integrating external systems
  • Easy integration of entirely new, custom modules into the interface
  • Complete real-time mirroring of all data into your local SQL database with our DBSync adapter

Real-Time Insights

Always stay on top of the status and performance of your campaign.

Reports

  • Campaign templates include by default suitable report templates. Update them or create new reports on the fly according to your needs, even including your own campaign-specific metrics
  • Lightning-fast real-time updates of all reports
  • Easy sharing of automatically updating reports with your clients

Dashboards

Organize key metrics and charts as widgets within dashboards. This way, you always have a clear view of your contact center projects.

Wallboards

Present important real-time metrics, such as the status of inbound queues or sales figures on wall displays in your office.

Integrations

CRM Systems

Dialfire integrates with many popular CRM systems and is listed as a partner in their marketplaces. These connectors are bidirectional, meaning you primarily create and manage your campaigns in your CRM system while using Dialfire for telephony. All results are automatically synced back to your CRM system.

If your CRM system isn't directly supported, it's likely compatible with our Zapier connector, and if not, integration through existing APIs is always an option.

BI-Tools

Dialfire has a direct connector to the popular Looker Studio, allowing you to access the same reporting metrics as within Dialfire.

Alternatively, you can use the DBSync adapter to synchronize all data in real-time with a local SQL database. This allows you to use locally installed BI tools of your choice.

Calendars

Appointment scheduling is a common use case for Dialfire users. With our calendar connectors, you can schedule directly into the calendars of your employees or entire field service organizations. In the latter case, you also benefit from integrated travel time planning and optimization, avoiding zigzag routes through the sales territory.

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Even Better Than Big Ears

Call Monitoring

Listen in on ongoing calls in Silent Monitoring. Send agents hints or whisper something in their ear.

Call Recording

Record calls by default or on-demand with a single click. Calls can be recorded one-way, two-way, or both. We keep the recordings available for at least 3 years unless you delete them earlier.

Call Analyzer AI

Let AI analyze recorded conversations, identify key metrics, and automate your quality and compliance monitoring. Based on the results, you can define the subsequent actions.

Reliable and Secure

Highly Scalable Cloud Platform

Dialfire consistently delivers the same high performance, whether 10 or 10,000 employees log in. This is ensured by Dialfire's ability to automatically adjust system capacities within minutes.
With redundant hosting across multiple data centers, you never have to worry about availability.

Data Security

Data security is a top priority at Dialfire.

  • Data storage exclusively within the European Union
  • Redundant storage of your data across multiple data centers
  • Optional in-house storage of your customer data
  • Support for Single Sign-On and Multi-Factor Authentication
  • Granular permissions system

Outsourcing

Perfectly Organized Global Collaboration

Multiple contact centers can work simultaneously on the same campaign, striking a balanced mix of transparency and isolation. The campaign owner grants another organization very limited access to specific parts of their campaign while retaining full control at all times.

  • Shared use of customer data without the ability to view the entire customer base
  • Independent staff management by the subcontracted contact center
  • Reporting limited to the contact center's own employees and tasks
  • Call monitoring available for the contact center’s own operations
  • Seamless coexistence with own local campaigns