connection that will be used for making outgoing calls. These connections are usually ISDN/T1/E1 connections direct to the PSTN. When an outbound call is answered, the call is instantly connected to an already open agent audio connection of the representative chosen to take the call.

Pros:

• Fewer telephony connections are required for an implementation using an existing PBX (in hard dialers external audio connections can go straight to the PSTN, for soft dialers these all need to be connected to the PBX).
• Since customary telephony connections are the only link between the PBX and the dialer, the dialer normally will not require upgrading corresponding to PBX/CTI etc, and the dialer is affected less by software changes/types
• Advanced answering machine and call progress detection talents
• Remote representative capabilities - hard dialers can connect to any phone, anywhere on the PSTN. Very appropriate for working at home or remote sites
• Appropriate for establishing multi-site "virtual" solutions - where numerous call centers can work together on shared campaigns
• Can be used with just about any PBX or ACD as customary telephony connections are used, instead of proprietary CTI connections

Cons:

• More costly, more suitable for bigger (min. 50 seats +) call centers
• The majority of hard dialers are intended for the US market. As a result the management of dialer activity to meet EU/UK policies is often complex.