Dialler as a Service · Built for market research

Predictive Dialler

The INVADE Predictive Dialler is built solely for market research CATI. It keeps interviewers on live interviews, holds every campaign inside the abandoned-call limits your regulator sets, and shows you exactly where each minute of interviewer time went.

Many diallers are built for sales, where volume is the only measure that counts. Research is judged on completed interviews, on sample quality and on compliance, so the INVADE dialler paces with control rather than aggression. It is the platform many of the largest agencies standardise on, and our customers tend to stay for a long time.

Intelligent predictive pacing

The dialler does not work from a fixed ratio. It recalculates its dial rate continuously from what is happening on the floor at that moment.

Agent availability
How many interviewers are free now, and how soon the rest will be
Connect rate
How often dialled numbers are answered at all
Live answer ratio
How many of those answers are real people rather than machines or network messages
Campaign performance
How each campaign is tracking against its targets through the day
Sample quality
How the remaining sample behaves as the best numbers are worked through

Machine learning tunes the pace as answer rates move through the shift. The result is more talk time for every interviewer, without any increase in abandoned-call risk.

Compliance by design

Research calling happens in markets where compliance is not optional. The protections are built into the dialler, not left to a supervisor watching a screen.

Abandon rate controls
Every campaign is monitored automatically and held within its permitted threshold
Pacing safeguards
Dialling eases off by itself when interviewer availability drops, so a quiet moment on the floor never becomes a run of abandoned calls
Full auditability
Every call attempt and outcome is logged, ready for reporting and for client audit

Control at every level of the campaign

Campaign-level settings

Dial modes, pacing rules, retry logic, calling windows and outcome handling are all set per campaign. A consumer tracker and a B2B study can run side by side, each under its own rules.

Supervisor visibility

Live dashboards show interviewer status, overdial levels, connect performance and abandoned-call metrics. Supervisors can monitor, coach or barge into any call for quality control, whether the interviewer is in your building or at home.

Every call is classified, so you know where interviewer time is going. Busy signals, no answers, answering machines, call-backs and live contacts are each counted and reported separately.

Answering machine detection

Answering machines are the biggest single drain on a research floor. Each one costs an interviewer three times over: waiting for the call to be answered, listening to the recorded greeting, and wrapping up afterwards. Conventional cadence-based detection is a best guess. It wrongly classifies a small but real share of live respondents as machines, and in regulated markets that forces a dialler to pace more cautiously than it needs to.

The INVADE dialler integrates with FastAMD, a patented, template-based detection system. FastAMD compares the first fraction of a second of audio with a library of carrier voicemail and call screening messages. Average detection takes about 0.4 seconds, so live respondents hear no tell-tale pause, and the false-positive rate is negligible. Because real people are not misclassified, the dialler can raise its overdial rate safely and still stay inside regulatory limits.

Results reported for FastAMD running with the INVADE dialler:

33%
More agent talk time
20%
More completes per interviewer hour
50%
More live calls handled per interviewer hour
40%
Shorter campaigns, for the same fieldwork

Deployment

We support the environments below, in any combination.

Hosting
Dialler as a Service in a private AWS cloud, your own private cloud, or on-premise
On-premise
Turnkey appliance or virtual machine
Telephony
Managed SIP from INVADE, any other SIP provider, or ISDN where circuits remain. All built on the open-source Asterisk platform.
Interviewers
On-site interviewers, home workers, or both on the same campaign
Interviewer endpoint
INVADE WebRTC softphone, physical handsets, or third-party softphones
Time to go live
Days, on Dialler as a Service with managed SIP

Starting from scratch? Dialler as a Service with our managed SIP gets your call centre or home workers operational within days, with no hardware to buy and no carrier to negotiate with.

Dialler as a Service runs in a dedicated private cloud environment on AWS, isolated from other customers and deployed in the region your clients require, so call data and recordings stay where they need to be. With our managed SIP on top, there is no hardware, no carrier juggling and one team to call.

Tell us about your environment

On site, at home, or both

The INVADE Predictive Dialler does not mind where an interviewer is sitting. One dialler runs a building full of stations and a team of home workers at the same time, on the same campaign and under the same supervision. You can add remote capacity without running a second system.

On-premise call centres

A turnkey appliance or VM on your own infrastructure, wired into your existing call centre and telephony. Supervisors run the room from the Web Portal.

Remote and home workers

Interviewers work in a browser over ordinary home broadband. Our WebRTC softphone means there is nothing to install on a home machine and no hardware to ship out.

Supervisors see one operation either way: the same Web Portal, the same monitoring and the same compliance controls, whether the interviewer is at a desk in your call centre or at home. We publish a Working from Home guide for remote interviewers in our Customer Knowledge Base, and our Customer Support Desk covers remote staff on the same 24/7 terms as on-site ones.

CATI Lite: telephone fieldwork without a full CATI suite

Not every telephone project justifies a full CATI platform. For occasional fieldwork, the dialler's built-in sample and interviewer management lets you run a campaign without one, with the full predictive dialler behind every interviewer.

  1. Use a web survey as your script

    Bring the online questionnaire you already have.

  2. Load your sample

    The dialler takes care of sample and interviewer management.

  3. Start calling

    In-depth reporting and quality assurance let you run the project properly, from first dial to final complete.

Web portal

The INVADE Web Portal is how the dialler is run. It is fully online, so supervisors and administrators work in a browser with nothing to install, and it covers running campaigns, live statistics, user and permission management, and reporting.

The INVADE Web Portal login screen, with username and password fields alongside a Sign in with Company SSO button.
Login, with single sign-on alongside local accounts with MFA
The portal's User management screen, listing users with their extension, MFA status and per-user ACL permissions such as API and All Agents access.
Full user management and auditing
The WebConsole live view of a running campaign: agent and call counts, a bar chart of dialler call outcomes, colour-coded agent state statistics, and the live agents list.
Live campaign status and full reporting

Multi-factor authentication

Time-based one-time passwords, using any standard authenticator app such as Google Authenticator, Microsoft Authenticator or Authy. Users enable it themselves from the portal, and user management shows MFA status per account, so an administrator can see at a glance who has it on.

Single sign-on

SAML SSO against your existing identity provider. It can run alongside local accounts, or in SSO-only mode where the local login form is hidden and every user must authenticate through the IdP. With just-in-time provisioning, a portal account is created on a user's first SSO login and their permissions are set from their group memberships, so there is no separate account request to process.

Softphone

INVADE has developed its own softphone. It is WebRTC-based and runs in the same browser your interviewers already have open for CATI, so there is no specialist hardware at the desk and nothing to install or license on a per-agent basis. That is what makes a home worker as quick to bring online as a station in your own call centre: you are provisioning an account, not shipping equipment.

Use of it is entirely optional. Physical handsets and all other softphones are fully supported, so a call centre that is already equipped does not need re-equipping.

More on the INVADE softphone

Integrations

Each CATI server can connect to multiple INVADE Predictive Diallers, and to several different CATI systems at the same time. We integrate with all the main modern and legacy platforms, including native integrations with Ingress and UNICOM Intelligence, and our open, fully documented APIs mean we can support others.

See all CATI, telephony and softphone integrations

Installation

Each of our customers' installations is unique, but the process is consistent.

  1. Requirements

    Our project engineering team works with you to confirm the requirements you gave our sales team, so every step is planned and supported.

  2. Scheduling

    Working with all stakeholders, we agree an installation start date and a commissioning date for your INVADE Predictive Dialler.

  3. Installation

    Our project engineering team is supported by a project manager, on hand throughout to keep the schedule on track.

  4. Handover

    We hand off to the Customer Support Desk, who follow up with additional custom training and post-installation fine-tuning.

Support is tailored to individual client needs. Whether your operation is large or small, our 24/7 Customer Support Desk works with you to meet your requirements. INVADE is often the first call for any issue in your call centre, and our team will work with your third parties to resolve it as soon as possible. At our heart is the ability to integrate with your site and keep the call centre running, 24/7, 365 days a year.

Training

Training is delivered on-site or as a remote webinar. Both options cover System Administration and Supervisors, giving a complete understanding of the INVADE Predictive Dialler, and both are backed up by our ever-growing Customer Knowledge Base.

System Administration

For the IT team managing the deployment locally and creating support instances.

Supervisors

Covers the Web Portal and managing interviewers on the INVADE solution, on a train-the-trainer basis. Supervisors also learn how to raise support tickets for when there is no local IT coverage.

Book a demo

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See the dialler running on a live campaign

Tell us how your call centre runs today (your CATI platform, telephony, connect rates and compliance regime) and we'll show you where the INVADE Predictive Dialler can lift interviewer productivity without loosening compliance. No obligation, and no sales script.