[asterisk-biz] Suggest Multi-tenant Predictive Dialer ?
Nir Simionovich
nir.simionovich at gmail.com
Wed Jun 17 14:06:02 CDT 2009
Oh,
Sorry - I mistakenly believed that you were trying to sell me a product. In
any case, your
general assumption was correct.
Nir
On Wed, Jun 17, 2009 at 2:24 PM, Alex Balashov <abalashov at evaristesys.com>wrote:
> Hey Nir,
>
> I wasn't trying to sell you anything. Besides, I don't have anything to
> sell you.
>
> I was rather trying to help shape the conceptual integrity of the
> discussion.
>
> -- Alex
>
> Nir Simionovich wrote:
>
> > 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 <mailto: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
> > <mailto: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 <mailto: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 <http://www.haditelecom.com>
> > >>>>>>
> > >>>>>> Cell: +92 (0)345 4226006
> > >>>>>> Office: +92 (0)42 5692766
> > >>>>>>
> > >>>>>> Email: kashif at haditelecom.com <mailto:kashif at haditelecom.com
> >
> > >>>>>> MSN: kashif__naeem at hotmail.com
> > <mailto:kashif__naeem at hotmail.com>
> > >>>>>> Gmail: meet.kashif at gmail.com <mailto: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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> >
> >
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>
> --
> 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
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