Call center software
Most Indian telecalling floors have between 5 and 100 people working inbound leads. CRM Dialer gives them a dialer, a CRM and live reports on the phones they already carry, and adds cloud IVR and virtual numbers when the floor outgrows SIMs.
Talk time vs target · this week target 90 min/day
01Three ways to run a floor
You do not have to choose between a phone app and a full contact centre on day one. Most teams move through these stages as they grow.
Every telecaller has an Android phone with a SIM. CRM Dialer's app dials leads from the queue, logs every call, captures outcomes and syncs recordings from supported handsets. No desk phones, PBX, headsets or new numbers. A 12-person admissions team or a 30-person real estate floor can run entirely like this, and so can reps working from site offices or home.
Most telecallers stay on SIM. A small inbound desk or a campaign team moves to cloud numbers for IVR, masked calling or 140-series promotional calls.
The whole team works on cloud lines with server-side recording, inbound routing and predictive dialing, inside the same CRM.
02Honest comparison
There is no single right answer. Here is how the three options differ for a typical Indian sales floor.
| CRM Dialer on SIM | CRM Dialer with cloud calling | Enterprise CCaaS platform | |
|---|---|---|---|
| Hardware | Telecallers' Android phones | Phones or computers with headsets | Computers, headsets, often a softphone setup |
| Numbers callers see | Regular 10-digit mobile numbers | Virtual numbers, 140-series for registered promotional campaigns | Virtual, toll-free and series numbers |
| Dialer modes | Single-line power/progressive, click-to-call | Power, progressive and predictive | Usually preview, power and predictive, often more |
| Inbound & IVR | Inbound calls logged and matched to leads | IVR menus, routing to agents, masked calling | Advanced IVR, skills-based routing, queues |
| Channels | Calls, WhatsApp and SMS from the CRM | Calls, WhatsApp and SMS from the CRM | Often voice, chat, email, social and AI bots |
| Typical fit | 5 to 50 seats calling enquired leads | 20 to 100 seats, inbound plus outbound | 100+ seats, multi-channel support and sales |
Enterprise column describes the category in general, not any single vendor. Cloud calling is provided through licensed telecom partners and is available on the Scale plan; see pricing.
03SIM-first
Indian SMB sales teams lean towards SIM-based calling for practical reasons: there is no VoIP or PBX to set up, it works for reps on the move, and a familiar 10-digit mobile number is easy for a lead to recognise and call back.
With CRM Dialer, the phone becomes the workstation. Leads arrive from portals, ads and forms, get assigned by round-robin or rules, and wait in each telecaller's queue. The auto dialer works through them one call at a time; every call, outcome and follow-up lands in the CRM where the floor manager can see it.
The limits are real too. A SIM handles one call at a time, so there is no predictive dialing. Recording depends on the handset. And regular 10-digit numbers may not be used for promotional or telemarketing calls. For a floor calling people who enquired, those limits rarely matter. When they start to, you add cloud lines.
Calling from your SIM
Neha Joshi
+91 98xxx xx214
After the call
04Cloud calling add-on
Some needs simply cannot be met from a personal SIM. An IVR that greets callers and routes them to the right team. A single published number that rings whoever is free. Masked calling, so agents and customers never see each other's personal numbers. Registered 140-series numbers for a promotional campaign. Predictive dialing for a large outbound list.
CRM Dialer's cloud calling add-on provides these through licensed telecom partners. Your leads, pipelines, dispositions and reports stay exactly where they are; agents simply start placing and receiving calls on cloud lines instead of, or alongside, their SIMs. Every cloud call can be recorded on the server, which removes the handset dependence of SIM recording.
Read the predictive dialer page before you turn on multi-line dialing. For most floors calling warm leads, progressive pacing on cloud lines is the better first step.
Project = Wakad
Language = Marathi
→ round-robin
In an HBR study, firms that contacted online leads within an hour were about seven times as likely to qualify them.
Source: Harvard Business Review (US data, 2011), via SmartCompany
06Monitoring & reporting
07When to look elsewhere
CRM Dialer is built for sales floors of roughly 5 to 100 people calling leads. Some operations need more than that, and it is better to say so plainly.
Enterprise cloud contact centre platforms are built for large and complex operations. They typically combine predictive, power and preview dialers with AI voice and chat agents, and are set up for sectors such as BPO, NBFC and insurance. Some telco-led platforms sell tiers aimed specifically at 100+ agent operations.
Consider that class of platform if you run a multi-channel support desk where voice, chat, email and social need one queue; need skills-based routing, workforce management and detailed service-level reporting; operate several hundred seats across sites; or are a regulated enterprise whose procurement requires a specific telephony architecture. Many BPOs fall in this group.
If your floor is mainly telecallers working enquiries from ads, portals and forms, and the manager's real questions are "did we call every lead, how fast, and what happened?", a CRM built around the dialer will usually be quicker to roll out and easier to run. Our comparison of SIM-based telecalling apps sets out dated, public information on the alternatives.
FAQ
No. On SIM, each telecaller uses an Android phone and the CRM Dialer app. If you later want IVR, virtual numbers or predictive dialing, cloud calling on the Scale plan adds them without new hardware beyond headsets for agents who prefer them.
It is designed for floors of about 5 to 100 seats. Larger operations with multi-channel support, skills-based routing or workforce management needs may be better served by an enterprise contact centre platform.
Yes, with cloud calling. Virtual numbers and IVR are provided through licensed telecom partners, and incoming calls route to available agents with the call logged against the lead.
Yes. A common setup keeps most outbound telecallers on SIM and puts an inbound desk or a promotional campaign team on cloud numbers. Reports cover both.
It varies widely: SIM-based telecalling apps usually charge per user per month, while cloud contact centres typically add per-agent licences plus telephony usage. CRM Dialer's plans are billed monthly per user in rupees, with GST extra; see the pricing page.