Choosing a Cloud Dialler Provider

This is the single most important factor many buyers overlook. A surprising number of "dialler providers" are actually resellers — they sell access to someone else's platform running on someone else's servers. When something goes wrong, they're reliant on a third party to fix it.

Ask these questions:

• Do you own and manage your own servers? — A provider that controls its own infrastructure can respond to issues faster, make custom changes, and guarantee uptime
• Where are your servers located? — For UK-based operations, UK data centres offer lower latency, better call quality, and easier GDPR compliance
• Do you develop the software in-house? — Providers who build their own platform can add features, fix bugs, and customise the system far more quickly than resellers who have to request changes from upstream
• What happens if there's an outage? — A provider with their own infrastructure can diagnose and resolve issues directly, rather than waiting in a queue with another company's support team

Blue Telecoms owns and operates its own server infrastructure in UK data centres. Our development team builds and maintains the platform in-house, giving us full control over performance, security, and feature development.

When your dialler goes down or an agent has an issue, you need help now — not in 24 to 48 hours. The quality of a provider's support is often the difference between a minor hiccup and a lost day of production.

What to look for:

• In-house support team — not outsourced to a call centre in another country. You want to speak to people who know the platform inside out
• Backed by SLAs — service level agreements that guarantee response times and uptime. If a provider won't commit to an SLA, that tells you something
• Multiple contact channels — phone, email, web chat, and remote desktop support. The best providers offer whatever channel is fastest for your issue
• Genuine technical knowledge — your support contact should be able to diagnose and fix issues, not just log a ticket and escalate
• Training included — a good provider doesn't just hand over the keys. They train your team leaders, supervisors, and dialler analysts to get the most from the platform

Blue Telecoms provides unlimited in-house support with our hosted dialler packages. Our support team is based in South Wales and directly supports every client — no outsourcing, no ticket queues, no waiting days for a response.

Some providers only cater to large enterprise clients with hundreds of seats. Others only serve small teams and struggle when you try to scale. The best provider can handle both — and everything in between.

Why this matters:

• You need room to grow — your provider should be able to scale from 5 agents to 500 without you needing to switch platforms
• Pricing should be flexible — avoid providers who only offer enterprise pricing or lock you into long contracts. Look for pay-as-you-go and unlimited options
• Small clients deserve the same service — some providers treat smaller clients as an afterthought. You should get the same quality of support and access to features regardless of your team size
• Experience across industries — a provider that serves clients in telesales, debt collection, insurance, market research, and customer service has seen the full range of challenges and knows how to solve them

Blue Telecoms works with clients ranging from small teams of 5 agents to large contact centres with hundreds of seats. Our pricing is flexible — with both pay-as-you-go and unlimited packages — and every client receives the same level of support and attention.

The best way to judge a provider is to pay attention during your earliest conversations with them. Before you sign anything, you should feel confident that they understand your business, your challenges, and your goals.

Signs of a great provider:

• They ask questions about your business — not just how many agents you have, but what you're trying to achieve, what challenges you face, and what hasn't worked before
• They're honest about limitations — no platform does everything perfectly. A provider who's upfront about what they can and can't do is far more trustworthy than one who promises the world
• They don't pressure you — the right provider is confident enough in their product that they don't need to use aggressive sales tactics or manufactured urgency
• They offer a trial or demo — seeing the platform in action, with your own data and campaigns, is the best way to evaluate whether it's the right fit
• You speak to real people — not just a chatbot or a sales script. The people you talk to before you sign up should be the same people who support you after

At Blue Telecoms, when you call us, you speak to the same team who will set up and support your platform. We believe in building partnerships, not just selling licences. That's why many of our clients have been with us for over a decade.