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

Wed Jun 17 06:04:33 CDT 2009

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
<abalashov at evaristesys.com>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<nir.simionovich at gmail.com> 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
> >>> <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.
> >>>>>>
> >>>>>>
> >>>>>>
> >>>>>>
> >>>>>>
> ------------------------------------------------------------------------
> >>>>>>
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> >>
> >>
> >
> >
>
>
> --
> Alex Balashov
> Evariste Systems
> Web     : http://www.evaristesys.com/
> Tel     : (+1) (678) 954-0670
> Direct  : (+1) (678) 954-0671
>
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