<div dir="ltr">Well,<br><br> Actually, I'm no longer looking for anything - as I've developed an API dialer for this<br>company, which they activate utilizing a CRM event side (the CRM is their own development).<br>
You can check out the idea behind the dialer at <a href="http://www.greenfieldtech.net">http://www.greenfieldtech.net</a><br><br> In addition, I can also grant people a sandbox account to test the dialer and see how it <br>
works for them. Currently, it's operating on a P3 750Mhz based sandbox, but that doesn't<br>stop it from generating around 30 calls every second.<br><br>Nir S<br><br><div class="gmail_quote">On Wed, Jun 17, 2009 at 10:03 AM, Alex Balashov <span dir="ltr"><<a href="mailto:abalashov@evaristesys.com">abalashov@evaristesys.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">It sounds like what you're really looking for is a blended call center<br>
with a fairly naive iterative dialer-; in other words, something that<br>
is aware of both inbound and outbound calls, and looks at the agents as<br>
simultaneously capable of being ordinary users.<br>
<br>
It would only initiate outbound dials here and there on a certain<br>
schedule (so the agents can work part of the day on closings and part of<br>
the day on the dialer), or initiate outbound dials on behalf of agents<br>
only when they are detected to have a certain period of inactivity. No<br>
"predictive" modeling.<br>
<div><div></div><div class="h5"><br>
Nir Simionovich wrote:<br>
<br>
> Hi Steve,<br>
><br>
> The basic problem with my customer is, if I would like to be more exact,<br>
> the way the agent work. The agents are trained to be both agents and<br>
> closers, which means, once the customer is interested they also close<br>
> the deal. Now, they are trained to remain on the phone, till a full<br>
> billing cycle had been completed - and there lay the problem. It may<br>
> take anywhere from 20 minutes to 60 minutes, in other words, there is no<br>
> clear statistic. In addition, we've tried analyzing the statistics for a<br>
> single location dialed (meaning a single country/city in the world), the<br>
> statistics were way off base, simply not allowing us to utilize a<br>
> predictive dialer in an efficient manner.<br>
><br>
> All I'm saying is this: A predictive dialer is not an all "Automagical"<br>
> solution that will solve all your call center problems - sometimes, it's<br>
> not worth the hassle - and a different approach should be applied.<br>
><br>
> I've seen all too many cases where a consultant would come in, the<br>
> customer will say "Predictive", the consultant wanting to please the<br>
> customer will say "Predictive" - even when it's not really needed. There<br>
> is the right tool for the right job. I don't try screwing in a bolt with<br>
> a hammer, just as I don't try hammering a nail with a screwdriver.<br>
><br>
><br>
> Steve Totaro wrote:<br>
>> I fail to see how integrating with an existing CRM/ERP enhances an<br>
>> outbound dialing campaign unless the missing target in your example<br>
>> were existing contacts/customers.<br>
>><br>
>> I am all for CRM integration to the fullest amount possible for<br>
>> automation and trending.<br>
>><br>
>> However, I fail to see how integration rectifies the "no specific<br>
>> destination, no specific sale pattern and no specific customer<br>
>> pattern." lack of info.<br>
>><br>
>> That is, unless those three variables are already contained in the CRM<br>
>> database, in which case, could simply be parsed, exported and then<br>
>> imported into any dialer and a campaign fire up at an appropriate<br>
>> time.<br>
>><br>
>> Would that not accomplish what your solution does?<br>
>><br>
>> Now as far as call center utilization, if they are under utilized<br>
>> after doing the above, a predictive dialer is a fine solution.<br>
>><br>
>> Simply figure out how many agents the first campaign is going to<br>
>> require, then create another campaign with targeted lists. A true<br>
>> "predictive" dialer would take care of blending your agents and your<br>
>> campaigns "automagically".<br>
>><br>
>> Where were they buying their lists from? I fail to see how any<br>
>> business could not fill in the three variables you mention. It is<br>
>> called demographics, and any list/lead provider understands this, so<br>
>> should the CEO.<br>
>><br>
>> Was you customer just entering a linear sequence of numbers or something?<br>
>><br>
>> Thanks,<br>
>> Steve<br>
>><br>
>> On Tue, Jun 16, 2009 at 3:39 AM, Nir<br>
>> Simionovich<<a href="mailto:nir.simionovich@gmail.com">nir.simionovich@gmail.com</a>> wrote:<br>
>>> Well,<br>
>>><br>
>>> Judging from my current experience with call centers and dialers, I can<br>
>>> say the following: Predictive Dialer is a term thrown around all too easily<br>
>>> lately. A customer of mine, a call center that has over 200 seats, had ran<br>
>>> into a situation where they were required to utilize<br>
>>> an automatic dialer.<br>
>>><br>
>>> The company CEO had read in some magazine that a predictive dialer will<br>
>>> increase the call center utilization and will generate more sales. Having<br>
>>> thought that, they went off and integrated a predictive dialer. Surprisingly<br>
>>> enough, the call center utilization didn't go up, it actually went down! The<br>
>>> call center actually lost money by utilizing a predictive dialer. The<br>
>>> company that integrated the dialer said: "Well, we still don't have enough<br>
>>> statistics, the system needs to accumulate more data, etc, etc, etc" - what<br>
>>> a load of bull! They simply neglected the basic fact about the call center -<br>
>>> it's an outbound call center, with no specific destination, no specific sale<br>
>>> pattern and no specific customer pattern - in other words, 3 of the<br>
>>> variables a predictive dialer relies upon to become "predictive" are simply<br>
>>> not there - so, the results are WAY OFF!<br>
>>><br>
>>> As a result, the customer dropped the predictive dialer and integrated my<br>
>>> company Dialer XML-RPC framework. This framework enables you have full<br>
>>> control of each and every call made by the dialer. The added value is the<br>
>>> integration of the dialer into your existing customer CRM/ERP platform,<br>
>>> thus, you can get a highly performance optimized environment - no matter<br>
>>> what your sale pattern is - simply because the dialer doesn't care what the<br>
>>> pattern is - it is agnostic to it. If you'd like, I'll be happy to setup a<br>
>>> short demo for you to use and test, and you'll see for yourself that<br>
>>> utilizing this framework can get your customers a better service than a<br>
>>> plain predictive dialer.<br>
>>><br>
>>> A wise man once said: "When the only tool you have is a hammer, all<br>
>>> problems look like nails" - same concept applies here - "If the only thing<br>
>>> you have is a predictive dialer, all problems appear to be statistical".<br>
>>> Each call center is different, the sale cycle and agent training is<br>
>>> different - thus, there is no single solution that is perfect for all.<br>
>>><br>
>>> Cheers,<br>
>>> Nir Simionovich<br>
>>><br>
>>> On Mon, Jun 15, 2009 at 5:06 PM, Alistair Cunningham<br>
>>> <<a href="mailto:acunningham@integrics.com">acunningham@integrics.com</a>> wrote:<br>
>>>> To clarify my last message, the next version of Enswitch will include an<br>
>>>> outbound bulk dialer where each customer will have their own interface<br>
>>>> to manage campaigns and upload lists of numbers. This will all be<br>
>>>> integrated with billing, LCR, invoicing, etc.<br>
>>>><br>
>>>> It will NOT however have predictive features in the next version. It<br>
>>>> will simply make calls up to a pre-defined maximum concurrent calls<br>
>>>> limit. Predictive features may come in a later version, depending on<br>
>>>> customer demand.<br>
>>>><br>
>>>> Alistair Cunningham<br>
>>>> +1 888 468 3111<br>
>>>> +44 20 799 39 799<br>
>>>> <a href="http://integrics.com/" target="_blank">http://integrics.com/</a><br>
>>>><br>
>>>><br>
>>>> Alistair Cunningham wrote:<br>
>>>>> Kashif,<br>
>>>>><br>
>>>>> The next version of Enswitch (due in August) will include this in the<br>
>>>>> base product. It will be a free upgrade for existing customers.<br>
>>>>><br>
>>>>> Alistair Cunningham<br>
>>>>> +1 888 468 3111<br>
>>>>> +44 20 799 39 799<br>
>>>>> <a href="http://integrics.com/" target="_blank">http://integrics.com/</a><br>
>>>>><br>
>>>>><br>
>>>>> Kashif Naeem wrote:<br>
>>>>>> Hello All,<br>
>>>>>><br>
>>>>>> We have a requirement of multi-tenant Predictive Dialer which we can<br>
>>>>>> sell to<br>
>>>>>> multiple call centers. Each call center will have saperate interface<br>
>>>>>> for<br>
>>>>>> setting up campaigns and Reporting. Please suggest some solution or<br>
>>>>>> let us<br>
>>>>>> know if have it to sell ?<br>
>>>>>><br>
>>>>>> Regards,<br>
>>>>>> Kashif Naeem<br>
>>>>>> Business Development Manager<br>
>>>>>> Hadi Telecom<br>
>>>>>> <a href="http://www.haditelecom.com" target="_blank">www.haditelecom.com</a><br>
>>>>>><br>
>>>>>> Cell: +92 (0)345 4226006<br>
>>>>>> Office: +92 (0)42 5692766<br>
>>>>>><br>
>>>>>> Email: <a href="mailto:kashif@haditelecom.com">kashif@haditelecom.com</a><br>
>>>>>> MSN: <a href="mailto:kashif__naeem@hotmail.com">kashif__naeem@hotmail.com</a><br>
>>>>>> Gmail: <a href="mailto:meet.kashif@gmail.com">meet.kashif@gmail.com</a><br>
>>>>>> Skype: kashif.naeem<br>
>>>>>><br>
>>>>>> 302 Y Commercial Area, 2nd Floor DHA Lahore, Pakistan.<br>
>>>>>><br>
>>>>>><br>
>>>>>><br>
>>>>>><br>
>>>>>> ------------------------------------------------------------------------<br>
>>>>>><br>
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>>><br>
>><br>
>><br>
><br>
><br>
<br>
<br>
--<br>
</div></div><font color="#888888">Alex Balashov<br>
Evariste Systems<br>
Web : <a href="http://www.evaristesys.com/" target="_blank">http://www.evaristesys.com/</a><br>
Tel : (+1) (678) 954-0670<br>
Direct : (+1) (678) 954-0671<br>
</font><div><div></div><div class="h5"><br>
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