Inside dialque — features, pricing, and the three deployment modes

If you are evaluating cloud telephony for an India team, this post is a structured walkthrough of what dialque actually is — features, pricing model, deployment options, integrations — written so you can decide whether it fits your team before booking a demo.

The shape of the product

dialque is an outbound-first contact-centre platform built for Indian teams. It combines a multi-mode dialer engine, a visual IVR builder, Hindi-aware AI call summaries, and DLT / NDNC compliance enforcement, all wired up to your CRM. It deploys in three modes — self-hosted, cloud-managed, or hybrid — from the same codebase.

The shortest version of who it is for: 5-50 agent SDR, sales, or collections teams in India that need predictive or progressive dialing with TRAI-aware pacing, and that may need to keep call audio on their own infrastructure for compliance reasons.

Dial modes — all four supported

The dial-mode engine is the heart of any outbound platform. dialque supports the full spread:

• Manual / click-to-dial — one call at a time, agent-initiated. For high-touch inside sales with high-ACV products.
• Power — auto-dials one number per available agent. ~22 minutes talk-time per hour. Right for 3-7 agent teams.
• Progressive — screens out busy / no-answer / voicemail; agent only connects on a live human. ~28-32 minutes talk-time, zero abandon-rate risk.
• Predictive — rings multiple lines per agent with a pacing algorithm. Up to 40-45 minutes talk-time per hour. Works on 8+ agent teams with TRAI-aware abandon-rate enforcement.
• Preview — shows the agent the next contact + history for 10-15 seconds before connecting. For collections, ABM, and other context-heavy workflows.

Mode is set per campaign. You can run morning campaigns on predictive, afternoon recall lists on progressive, demo-booking queues on power — all simultaneously, all in the same admin UI.

The pacing engine respects the TRAI TCCCPR 2018 abandon-rate cap of 3% per campaign per day. If a predictive campaign starts trending above 2.5%, dialque automatically slows pacing and surfaces an alert. You cannot accidentally cross the threshold and get your DIDs suspended.

Visual IVR

The IVR builder is a drag-and-drop visual editor. Common flows:

• Multi-language menu (digit-press in Hindi, English, Tamil, Telugu, etc.)
• Conditional routing based on caller history, time of day, or area code
• Queue management with hold music + position announcements
• Voicemail capture + transcription
• Escalation to agent or supervisor on keyword detection
• Skill-based routing for multi-team operations

Flows are versioned — every change saves a revision, and you can roll back to a previous version in one click without redeploying anything.

AI features

Call summaries in Hindi and English

After each call ends, dialque produces a structured summary: opening, key objections, agreed next steps, and a confidence score. Both Hindi and English summaries are available side-by-side; the language is auto-detected from the call audio. This matters for ops review of regional-language calls — the English summary gives you a quick read, the Hindi original is the source of truth.

Sentiment scoring

Per-utterance sentiment (positive / neutral / negative), aggregated into a call-level score. Use for coaching outliers, not for individual evaluation — AI scoring is correlated with manual scoring at ~75% and is best treated as a trend signal.

Auto-tagging

The AI proposes call disposition tags (interested, follow-up, not-a-fit, do-not-call) which the agent confirms or overrides. Saves 30-45 seconds of after-call work per call — at 20 calls per agent per day, ~10 minutes of agent time recovered daily.

Compliance, built into the workflow

DLT enforcement

Every campaign maps to a registered DLT template ID from your Principal Entity (PE) on Vilpower / Jio / Airtel. Campaigns refuse to dial if the templates are not in an "approved" state. No silent transmission failures because an operator paused a template.

NDNC scrub

The dial list is scrubbed against the operator NCPR feed at import time. Blocked numbers are excluded from the queue with a logged reason. The exclusion log is queryable per recipient for regulator audits.

Time-window enforcement

Campaigns refuse to dial outside the 9:00 - 21:00 IST window required by TCCCPR. Scheduled callbacks the recipient requests at 21:30 get rolled to 9:00 the next day.

Recording disclosure

Disclosure announcement plays at the start of every recorded call ("This call may be recorded for quality purposes"). Opt-out is captured via a hotkey or IVR option, with the agent's flow paused recording for the rest of that call.

Data residency

For BFSI / healthcare / govt customers with India-data-residency requirements, recordings + Postgres can be deployed in any Indian region (Mumbai, Hyderabad) or your on-prem data centre. DPDP Act and RBI guidelines met by default.

Pricing model

The pricing is intentionally simple:

• ₹1,200 per active user per month. "Active" means an agent who logged in and placed at least one call in the billing month. Inactive seats — agents on leave, churned hires — are not charged.
• Carrier passthrough. You bring the carrier (Vilpower / Tata / Airtel Business / your own Asterisk trunks). dialque does not mark up minutes. A direct Vilpower trunk runs ₹0.30 - ₹0.60 per minute in India bulk; you pay that, not a platform-marked-up rate.
• DIDs are billed by your carrier (~₹400-600 per number per month).
• No per-feature add-ons. All dial modes, IVR, AI summaries, recording, compliance tooling are included on every plan. Self-hosting is included.

A 10-agent SDR team running ~5,000 outbound minutes per day on a direct Vilpower trunk:

• Licences: ₹12,000/month
• Minutes: ~₹52,000/month (110k minutes × ₹0.50)
• DIDs: ~₹3,000/month (5 numbers)
• Total: ~₹67,000/month all-in

Three deployment modes

Cloud-managed

dialque runs on our infrastructure. Agents access via browser softphone. Carrier passthrough — you connect your SIP trunk to our gateway. Fastest to start; ~3 days from signed contract to first call.

Self-hosted

Full source. Deploy on your own AWS / GCP / on-prem. dialque ships as a Docker Compose stack (Asterisk + Postgres + Next.js admin + nginx). Setup takes 1-2 weeks for a team that has basic Linux ops capability. Used by BFSI, healthcare, and BPO customers who need call audio on their own infrastructure.

Hybrid

Control plane (admin UI, analytics, queue management) runs on our cloud. Media servers (Asterisk + recording storage) run on your infrastructure. Combines fastest-time-to-onboard with data residency for sensitive workloads.

All three modes ship from the same codebase; switching is a configuration change, not a re-platform.

Integrations

• CRMs: Zoho, Salesforce, HubSpot native integrations with click-to-dial, screen pop, call disposition sync, and recording links.
• WhatsApp: integration with major Indian BSPs (Gupshup, MSG91, Wati, Karix) for outbound templates triggered from call dispositions ("Send follow-up template after a 'booked demo' disposition").
• SMS: integration with the same BSPs for OTP + transactional flows.
• Webhooks + Zapier: every call event (start, end, disposition, recording-available) fires a webhook for arbitrary integrations.
• REST API: full CRUD on campaigns, contacts, dispositions, recordings.

If your CRM is not on the native list, the webhook + REST API path handles it in a day or two of integration work.

Who dialque is for

• 5-50 agent outbound teams — SDR, B2C sales, collections, fundraising
• Mid-market mixed inbound + outbound with predictable inbound volume + active outbound campaigns
• BPOs serving Indian clients where TRAI compliance + DLT + NDNC are non-negotiable
• BFSI / healthcare / govt that need data residency or on-prem deployment
• Teams growing past 50 agents that need predictive dialing with proper pacing telemetry

Who dialque is not the best fit for

• Pure inbound enterprise contact centres — there are specialised inbound-first platforms with deeper inbound IVR / WFM tooling
• One- or two-agent inside sales — overkill; click-to-dial in your CRM is enough
• Outbound to non-India markets only — dialque's India focus shows in DLT / NDNC / language tooling. For pure US / EU outbound, a US-first platform is a better fit
• Marketing-led no-touch broadcast — pre-recorded voice broadcasts (OBD) are not the design centre; we deliberately route customers to specialised OBD vendors

Migration support

Most new customers come from an existing dialer / PBX. The standard migration is 6-10 weeks with a phased rollout:

1. Weeks 1-2 — parallel pilot with one campaign + 5 agents on dialque; existing dialer keeps running for the rest of the team
2. Weeks 3-5 — expand to 2-3 more teams; start porting DIDs from the old carrier to your new trunk
3. Weeks 5-8 — full agent migration; remaining DID ports complete
4. Weeks 8-10 — old dialer decommissioned, monitoring + on-call rotation in place

No big-bang cutover required. Number porting in India takes 7-14 days per batch and is the longest single step.

Frequently asked questions

How does the per-active-user pricing handle agent churn?

If an agent leaves mid-month, the seat is not charged for the next billing period. If a new agent joins, they are billed pro-rated from the day of first call. No annual lock on seat count.

Can I bring my own carrier?

Yes — that is the default model. We integrate with any SIP-compliant trunk. The most common India carriers (Vilpower, Tata, Airtel Business) are pre-configured templates; others take a day to set up.

Does dialque work for inbound?

Yes for inbound + outbound mixed workloads. For inbound-only contact centres with very complex IVR / WFM needs, an inbound-first platform may be a better fit.

Is the self-hosted version a different product?

No — same codebase. The cloud-managed version is dialque running on our infrastructure; self-hosted is the exact same software running on yours. Feature parity is identical.

How fast can I get started?

Cloud-managed: 3-5 working days from contract to first live call. Self-hosted: 1-2 weeks depending on your infrastructure readiness. Hybrid: 5-10 days.

What about ongoing support?

Email + WhatsApp support is included on every plan. Custom integration work and on-call SLAs are separately priced based on volume.

dialque is built for India-scale outbound with the operational discipline that lets you cross 8 agents, run predictive dialing safely, and answer DPDP / RBI auditors confidently. If that shape matches your team, book a 15-minute demo and we will run through the platform with your specific use case in mind.