Contact Centre solutions
Predictive dialler for Malaysian outbound teams
Four ways to dial, matched to the campaign, with the supervisor controls and reports that keep outbound calling in check.
A predictive dialer calls several contacts at once and passes only answered calls to free agents, so sales and collections teams spend more time talking. ORENCloud’s cloud contact centre offers predictive, preview and power (progressive) dialling with campaign and list management, recording and live and historical reports. These dialler tools are in the Platinum plan, RM 255 per agent a month.
Prices checked October 2026. Excludes taxes, setup and optional 24x7 support.
Four ways to dial
Match the dialer to the campaign. Predictive keeps big teams busy, preview gives agents time to prepare, and manual dialling is always there.
- Who dials
- Calls per free agent
- Best for
Which mode suits which workflow
Most teams use more than one. Agents can switch to preview or manual for the calls that need care.
| Mode | Who starts the call | Suits | Watch for |
|---|---|---|---|
| Predictive | The system dials ahead of free agents | Large lists, short calls: sales campaigns, collections, surveys | An answered call can arrive when no agent is free, so pacing settings and monitoring matter. |
| Progressive (power) | The system dials one contact per free agent | Steady campaigns where every answer needs a prepared agent | Fewer idle seconds than manual, but more than predictive. |
| Preview | The agent reads the record, then dials | High-value, complex or relationship-led calls | Fewest calls per hour, most preparation. |
| Manual | The agent types or clicks the number | Callbacks, follow-ups and one-off calls | Lowest productivity on long lists. |
Telesales and lead follow-up
Predictive or progressive for new lists; preview for warm or high-value leads, where the agent needs the record first.
Collections and reminders
Progressive or predictive for payment reminders; preview where a case needs history and careful handling.
Surveys and appointment confirmation
Predictive for short scripted calls. Scripts and surveys on the agent screen keep wording consistent.
Account management
Preview or manual. Relationship calls gain little from automated pacing.
Controls that keep people in charge
Dialling is automatic. Who is called, when, and what is said stays under your control.
Campaigns and lists
- Campaign and list management
- Multiple campaign scheduling
- Automatic time zone adjustment for agents and customers
- Do Not Call (DNC) list management: a list of numbers you keep out of campaigns
Agent screen
- Custom agent scripts and surveys
- Custom call dispositions
- Custom screen layouts
- CRM integration and lead management
Supervisor controls
- Live call monitoring, whisper and barging
- Call recording with custom rules and permissions
- Call transfer and conferencing
- Real-time agent status and queue views
Reporting
Supervisors watch the floor live. Managers review the week.
See the full feature list on the Contact Centre page.
Real-time
Wallboards and dashboards show queues, agent status, wait time and abandonment rates as they happen.
Historical
Reports on agent performance, call volumes and customer interactions, with PDF and CSV exports and scheduled reports.
AI analytics
The contact centre includes AI agent assist, sentiment and call analysis, with local or cloud inferencing.
Open data
A REST API lets you pull reports and events into your own systems.
Plan eligibility
The dialler tools are in the Platinum plan. Gold is built for inbound.
| Feature | Gold | Platinum |
|---|---|---|
| Price per agent a month | RM 76 | RM 255 |
| Predictive, preview and power dialling | No | Yes |
| Campaign, list and DNC management | No | Yes |
| Call recording | Yes | Yes |
| Live monitoring and barging | No | Yes |
| Real-time dashboard | Yes | Real-time and historical |
Prices checked October 2026. Excludes taxes; setup, customisation and round-the-clock support are billed separately. Full plan comparison.
Compliance in Malaysia
General information, not legal advice. Check the current law and your own situation.
Personal Data Protection Act 2010 (Act 709)
The Department of Personal Data Protection describes the Act as covering personal data processed in commercial transactions. Call lists are personal data. The Act was amended in 2024, with provisions taking effect in 2025, so read the current text. pdp.gov.my
Consent and the right to stop marketing
A 2015 commentary by the law firm Donovan & Ho says consent must be recordable under the 2013 Regulations, that opt-out consent may not be enough, and that section 43 lets a person give written notice to stop direct marketing. Check it against the current Act. Read the commentary
Do Not Call registry
We could not confirm an operating national Do Not Call registry from an official source, so we do not claim one. Keep your own suppression list and ask your adviser or MCMC what applies to you.
Predictive dialler questions
What is a predictive dialer?
Software that dials a list of contacts automatically, estimates how many calls to place from how many agents are free, and connects only answered calls to agents. It aims to cut idle time between calls.
What is the difference between predictive and progressive dialling?
A progressive (power) dialer places one call for each free agent. A predictive dialer places more calls than there are free agents, expecting that some will not be answered. Predictive handles more calls per hour but can connect an answer when no agent is free.
Which ORENCloud plan includes the dialler?
Predictive, preview and power dialling, with campaign, list and DNC management, are in the Platinum plan at RM 255 per agent a month. Gold, from RM 76 per agent a month, is built for inbound. Setup and support are billed separately. See Contact Centre pricing.
Does ORENCloud have Do Not Call list management?
Yes. Platinum includes DNC list management, so you can keep numbers out of campaigns. That is a tool for your own suppression list. It does not replace checking your legal obligations.
Is outbound dialling allowed under Malaysian law?
Calling people about marketing involves the Personal Data Protection Act 2010, among other rules. Consent, the right to stop direct marketing and record keeping all matter. This page is general information, not legal advice, so take advice for your campaigns. See the compliance section above for sources.
Can AI make or answer calls?
Yes, separately. Saloma AI provides AI voice agents for inbound and outbound calls, and the contact centre adds AI analytics. Read about Saloma AI.
Can I try it before I buy?
Ask for a demo with your own scenario through our sales team.
Sources
Read October 2026. External pages can change; follow the links for the current wording.
- ORENCloud: Contact Centre Features, dialler modes and plans (as published by ORENCloud).
- ORENCloud: Contact Centre pricing
- Department of Personal Data Protection: PDP Act 2010
- Donovan & Ho: Direct marketing and personal data protection in Malaysia (2015) Commentary, not the statute.
- Offlist: PDPA 2010 as amended in 2024 Secondary summary of the staged 2025 commencement.
See the dialler on your own list
Tell us your team size and campaign type. We will show the right mode and price it per agent.