[asterisk-biz] Suggest Multi-tenant Predictive Dialer ?

[Nir Simionovich]

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 <
acunningham at integrics.com> 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: kashif at haditelecom.com
> >> MSN: kashif__naeem at hotmail.com
> >> Gmail: meet.kashif at gmail.com
> >> 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
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: http://lists.digium.com/pipermail/asterisk-biz/attachments/20090616/78f30778/attachment-0001.htm