DialedIn CCaaS review
Bottom line
DialedIn CCaaS is a cloud contact center platform built for outbound dialing and inbound routing, with every feature included at every price tier. Its clearest strength is that a small team and a large floor get the same software, with the per-user price falling as headcount rises. The main cost to watch is that telecom minutes are billed separately from the software, and AI add-ons carry extra fees on the Essentials plan. It suits businesses with active outbound or high-volume inbound phone teams that want predictive dialing and CRM sync without locked feature tiers.
What is DialedIn CCaaS?
DialedIn CCaaS is a cloud-based contact center platform that handles phone operations for sales and customer service teams. It routes inbound calls, places outbound calls, and tracks what agents do with their phone time, all through a web-based system. The company has been building call center software for about 25 years, and the current product lets agents, supervisors, and managers work from wherever they are.
Agents work from a desktop that handles call handling, lead information, and call dispositions. Outbound teams can choose among predictive, progressive, preview, and power dialing, and skill-based dialing assigns agents by skill. Inbound calls can be routed through automatic call distribution, skill-based routing, source-based routing, and an IVR that uses prompts and inputs. Supervisors watch queues and call activity on real-time dashboards, while calls can be recorded, monitored, and scored for quality. Administrators set call flow rules and build campaigns from an admin console.
The platform serves businesses in healthcare, financial services, insurance, utilities, hospitality, collections, and nonprofits, and the vendor configures it around each industry's workflows. Pricing is per user across four tiers, starting at $69 per user per month for 5 to 49 users and dropping to $25 per user at 200 or more users. Teams of up to nine people can choose Essentials at $299 per month. Telecom minutes are billed separately, either pay-as-you-go at $0.0125 per minute or through bundles that include 5,000 outbound minutes per month, and businesses can bring their own carrier. No long-term contracts are required.
What sets DialedIn apart is that every user tier includes the same feature set with no upgrade path, so a five-user team and a five-hundred-user floor run identical software. Setup takes an average of 18 hours, and one day of one-on-one training covers managers, supervisors, and IT staff. Native integrations cover Salesforce, HubSpot, Zoho, and Oracle CRM On Demand, and Zapier connects the platform to hundreds of other apps. The company's tech support is based in the United States.
Who it's for
- Outbound sales teams running predictive or preview campaigns
- Customer service centers with inbound queues and IVR menus
- Small businesses with up to nine users needing one flat monthly price
Who should look elsewhere
- Buyers who need a free plan or a free trial
- Teams that want telecom minutes bundled into one all-in price
- Businesses that need AI add-ons included in the base subscription
Typical uses
- Predictive outbound sales campaigns
- Blended inbound and outbound support desks
- Collections and insurance call centers
- Post-call follow-up synced with a CRM
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DialedIn CCaaS is the only call center product we list so far. Browse the category as more are added.