Well, Actually, I'm no longer looking for anything - as I've developed an API dialer for this company, which they activate utilizing a CRM event side (the CRM is their own development). You can check out the idea behind the dialer at http://www.greenfieldtech.net
In addition, I can also grant people a sandbox account to test the dialer and see how it works for them. Currently, it's operating on a P3 750Mhz based sandbox, but that doesn't stop it from generating around 30 calls every second. Nir S On Wed, Jun 17, 2009 at 10:03 AM, Alex Balashov <[email protected]>wrote: > It sounds like what you're really looking for is a blended call center > with a fairly naive iterative dialer-; in other words, something that > is aware of both inbound and outbound calls, and looks at the agents as > simultaneously capable of being ordinary users. > > It would only initiate outbound dials here and there on a certain > schedule (so the agents can work part of the day on closings and part of > the day on the dialer), or initiate outbound dials on behalf of agents > only when they are detected to have a certain period of inactivity. No > "predictive" modeling. > > Nir Simionovich wrote: > > > Hi Steve, > > > > The basic problem with my customer is, if I would like to be more exact, > > the way the agent work. The agents are trained to be both agents and > > closers, which means, once the customer is interested they also close > > the deal. Now, they are trained to remain on the phone, till a full > > billing cycle had been completed - and there lay the problem. It may > > take anywhere from 20 minutes to 60 minutes, in other words, there is no > > clear statistic. In addition, we've tried analyzing the statistics for a > > single location dialed (meaning a single country/city in the world), the > > statistics were way off base, simply not allowing us to utilize a > > predictive dialer in an efficient manner. > > > > All I'm saying is this: A predictive dialer is not an all "Automagical" > > solution that will solve all your call center problems - sometimes, it's > > not worth the hassle - and a different approach should be applied. > > > > I've seen all too many cases where a consultant would come in, the > > customer will say "Predictive", the consultant wanting to please the > > customer will say "Predictive" - even when it's not really needed. There > > is the right tool for the right job. I don't try screwing in a bolt with > > a hammer, just as I don't try hammering a nail with a screwdriver. > > > > > > Steve Totaro wrote: > >> I fail to see how integrating with an existing CRM/ERP enhances an > >> outbound dialing campaign unless the missing target in your example > >> were existing contacts/customers. > >> > >> I am all for CRM integration to the fullest amount possible for > >> automation and trending. > >> > >> However, I fail to see how integration rectifies the "no specific > >> destination, no specific sale pattern and no specific customer > >> pattern." lack of info. > >> > >> That is, unless those three variables are already contained in the CRM > >> database, in which case, could simply be parsed, exported and then > >> imported into any dialer and a campaign fire up at an appropriate > >> time. > >> > >> Would that not accomplish what your solution does? > >> > >> Now as far as call center utilization, if they are under utilized > >> after doing the above, a predictive dialer is a fine solution. > >> > >> Simply figure out how many agents the first campaign is going to > >> require, then create another campaign with targeted lists. A true > >> "predictive" dialer would take care of blending your agents and your > >> campaigns "automagically". > >> > >> Where were they buying their lists from? I fail to see how any > >> business could not fill in the three variables you mention. It is > >> called demographics, and any list/lead provider understands this, so > >> should the CEO. > >> > >> Was you customer just entering a linear sequence of numbers or > something? > >> > >> Thanks, > >> Steve > >> > >> On Tue, Jun 16, 2009 at 3:39 AM, Nir > >> Simionovich<[email protected]> wrote: > >>> Well, > >>> > >>> Judging from my current experience with call centers and dialers, I > can > >>> say the following: Predictive Dialer is a term thrown around all too > easily > >>> lately. A customer of mine, a call center that has over 200 seats, had > ran > >>> into a situation where they were required to utilize > >>> an automatic dialer. > >>> > >>> The company CEO had read in some magazine that a predictive dialer > will > >>> increase the call center utilization and will generate more sales. > Having > >>> thought that, they went off and integrated a predictive dialer. > Surprisingly > >>> enough, the call center utilization didn't go up, it actually went > down! The > >>> call center actually lost money by utilizing a predictive dialer. The > >>> company that integrated the dialer said: "Well, we still don't have > enough > >>> statistics, the system needs to accumulate more data, etc, etc, etc" - > what > >>> a load of bull! They simply neglected the basic fact about the call > center - > >>> it's an outbound call center, with no specific destination, no specific > sale > >>> pattern and no specific customer pattern - in other words, 3 of the > >>> variables a predictive dialer relies upon to become "predictive" are > simply > >>> not there - so, the results are WAY OFF! > >>> > >>> As a result, the customer dropped the predictive dialer and > integrated my > >>> company Dialer XML-RPC framework. This framework enables you have full > >>> control of each and every call made by the dialer. The added value is > the > >>> integration of the dialer into your existing customer CRM/ERP platform, > >>> thus, you can get a highly performance optimized environment - no > matter > >>> what your sale pattern is - simply because the dialer doesn't care what > the > >>> pattern is - it is agnostic to it. If you'd like, I'll be happy to > setup a > >>> short demo for you to use and test, and you'll see for yourself that > >>> utilizing this framework can get your customers a better service than a > >>> plain predictive dialer. > >>> > >>> A wise man once said: "When the only tool you have is a hammer, all > >>> problems look like nails" - same concept applies here - "If the only > thing > >>> you have is a predictive dialer, all problems appear to be > statistical". > >>> Each call center is different, the sale cycle and agent training is > >>> different - thus, there is no single solution that is perfect for all. > >>> > >>> Cheers, > >>> Nir Simionovich > >>> > >>> On Mon, Jun 15, 2009 at 5:06 PM, Alistair Cunningham > >>> <[email protected]> wrote: > >>>> To clarify my last message, the next version of Enswitch will include > an > >>>> outbound bulk dialer where each customer will have their own interface > >>>> to manage campaigns and upload lists of numbers. This will all be > >>>> integrated with billing, LCR, invoicing, etc. > >>>> > >>>> It will NOT however have predictive features in the next version. It > >>>> will simply make calls up to a pre-defined maximum concurrent calls > >>>> limit. Predictive features may come in a later version, depending on > >>>> customer demand. > >>>> > >>>> Alistair Cunningham > >>>> +1 888 468 3111 > >>>> +44 20 799 39 799 > >>>> http://integrics.com/ > >>>> > >>>> > >>>> Alistair Cunningham wrote: > >>>>> Kashif, > >>>>> > >>>>> The next version of Enswitch (due in August) will include this in the > >>>>> base product. It will be a free upgrade for existing customers. > >>>>> > >>>>> Alistair Cunningham > >>>>> +1 888 468 3111 > >>>>> +44 20 799 39 799 > >>>>> http://integrics.com/ > >>>>> > >>>>> > >>>>> Kashif Naeem wrote: > >>>>>> Hello All, > >>>>>> > >>>>>> We have a requirement of multi-tenant Predictive Dialer which we can > >>>>>> sell to > >>>>>> multiple call centers. Each call center will have saperate interface > >>>>>> for > >>>>>> setting up campaigns and Reporting. Please suggest some solution or > >>>>>> let us > >>>>>> know if have it to sell ? > >>>>>> > >>>>>> Regards, > >>>>>> Kashif Naeem > >>>>>> Business Development Manager > >>>>>> Hadi Telecom > >>>>>> www.haditelecom.com > >>>>>> > >>>>>> Cell: +92 (0)345 4226006 > >>>>>> Office: +92 (0)42 5692766 > >>>>>> > >>>>>> Email: [email protected] > >>>>>> MSN: [email protected] > >>>>>> Gmail: [email protected] > >>>>>> Skype: kashif.naeem > >>>>>> > >>>>>> 302 Y Commercial Area, 2nd Floor DHA Lahore, Pakistan. > >>>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>>> > ------------------------------------------------------------------------ > >>>>>> > >>>>>> _______________________________________________ > >>>>>> --Bandwidth and Colocation Provided by http://www.api-digital.com-- > >>>>>> > >>>>>> asterisk-biz mailing list > >>>>>> To UNSUBSCRIBE or update options visit: > >>>>>> http://lists.digium.com/mailman/listinfo/asterisk-biz > >>>> _______________________________________________ > >>>> --Bandwidth and Colocation Provided by http://www.api-digital.com-- > >>>> > >>>> asterisk-biz mailing list > >>>> To UNSUBSCRIBE or update options visit: > >>>> http://lists.digium.com/mailman/listinfo/asterisk-biz > >>> _______________________________________________ > >>> --Bandwidth and Colocation Provided by http://www.api-digital.com-- > >>> > >>> asterisk-biz mailing list > >>> To UNSUBSCRIBE or update options visit: > >>> http://lists.digium.com/mailman/listinfo/asterisk-biz > >>> > >> > >> > > > > > > > -- > Alex Balashov > Evariste Systems > Web : http://www.evaristesys.com/ > Tel : (+1) (678) 954-0670 > Direct : (+1) (678) 954-0671 > > _______________________________________________ > --Bandwidth and Colocation Provided by http://www.api-digital.com-- > > asterisk-biz mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-biz >
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