Practical writing on outbound sales, telephony, deliverability, and the engineering behind dialque.
Cloud is fast to start and low-ops. Self-hosted is cheaper at volume and gives you data residency. Hybrid is the middle path. Here is how to pick based on team size, compliance, and engineering capacity.
Per-user looks predictable but penalises low-utilisation seats. Per-minute looks fair but punishes growth. Per-active-user is the third option that very few vendors offer. Here is the math.
Predictive maximises talk time but punishes small teams with abandon-rate penalties. Power is safe but slow. Progressive is the middle ground. Here is how to pick.
DLT is mandatory for any voice or SMS sent to Indian numbers from a business sender. Here is the step-by-step process across all three operators, common rejection reasons, and how long it actually takes.
The phrase "B2B is exempt" gets thrown around a lot. It is half-true and the half that is wrong gets businesses suspended. Here is the real rule, with citations.
WhatsApp is now the highest-converting outbound channel in India. Here is what the API actually costs, which BSP to pick, and how to get message templates approved without 3 rejections.
A complete walkthrough of how dialque is structured: the dial-mode engine, IVR, AI summaries in Hindi, DLT + NDNC enforcement, transparent pricing, and the three ways to deploy.
Setting up a 25-seat WFH contact centre in India costs ₹4-7 lakh/month all in. Here is the actual line-item breakdown and which costs scale linearly vs flat.
Asterisk gives you total control at the cost of telephony expertise. Twilio is the dev-friendly hosted alternative but priced for global scale, not India bulk. Here is when each is the right answer.
A 10-agent SDR team running power dialer connects to 38% of dials vs 12% manual. The talk-time uplift pays back the dialer in week 2. Here is the math.
India has no two-party consent law for call recording, but the DPDP Act 2023 and IT Act SPDI rules impose data-handling obligations that catch most teams off guard. Here is the actual rule.
English-first IVRs fail Tier 2-3 callers. Picking which Indian languages to support is a regional + use-case decision. Here is the data and the practical setup.
Most contact-centre dashboards track 20 metrics; 4-5 of them actually drive decisions. Here is which KPIs to chase, which to ignore, and why TRAI cares about exactly one of them.
Most PBX migrations fail because they try to flip the whole stack on cutover day. A phased rollout — new dialer running alongside the old PBX for 2-4 weeks — is how this is actually done.
Your numbers get flagged for three reasons: low answer rate, short call duration, and reused caller IDs. Fix the inputs, not the symptom.
You do not need Cassandra. With careful schema, partitioning, and SKIP LOCKED, Postgres handles a serious dial workload at a fraction of the cost.