<div dir="ltr"><div>Oh,</div>
<div> </div>
<div>Sorry - I mistakenly believed that you were trying to sell me a product. In any case, your<br>general assumption was correct.</div>
<div> </div>
<div>Nir <br><br></div>
<div class="gmail_quote">On Wed, Jun 17, 2009 at 2:24 PM, Alex Balashov <span dir="ltr"><<a href="mailto:abalashov@evaristesys.com">abalashov@evaristesys.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="PADDING-LEFT: 1ex; MARGIN: 0px 0px 0px 0.8ex; BORDER-LEFT: #ccc 1px solid">Hey Nir,<br><br>I wasn't trying to sell you anything. Besides, I don't have anything to<br>sell you.<br>
<br>I was rather trying to help shape the conceptual integrity of the<br>discussion.<br><br>-- Alex<br>
<div class="im"><br>Nir Simionovich wrote:<br><br>> Well,<br>><br>> Actually, I'm no longer looking for anything - as I've developed an<br>> API dialer for this<br>> company, which they activate utilizing a CRM event side (the CRM is<br>
> their own development).<br>> You can check out the idea behind the dialer at<br>> <a href="http://www.greenfieldtech.net/" target="_blank">http://www.greenfieldtech.net</a><br>><br>> In addition, I can also grant people a sandbox account to test the<br>
> dialer and see how it<br>> works for them. Currently, it's operating on a P3 750Mhz based sandbox,<br>> but that doesn't<br>> stop it from generating around 30 calls every second.<br>><br>> Nir S<br>
><br>> On Wed, Jun 17, 2009 at 10:03 AM, Alex Balashov<br></div>
<div>
<div></div>
<div class="h5">> <<a href="mailto:abalashov@evaristesys.com">abalashov@evaristesys.com</a> <mailto:<a href="mailto:abalashov@evaristesys.com">abalashov@evaristesys.com</a>>> wrote:<br>><br>> 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>><br>> Nir Simionovich wrote:<br>><br>> > Hi Steve,<br>> ><br>
> > The basic problem with my customer is, if I would like to be more<br>> 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,<br>
> there is no<br>> > clear statistic. In addition, we've tried analyzing the<br>> statistics for a<br>> > single location dialed (meaning a single country/city in the<br>> 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<br>
> "Automagical"<br>> > solution that will solve all your call center problems -<br>> 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<br>
> needed. There<br>> > is the right tool for the right job. I don't try screwing in a<br>> 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<br>> 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<br>> 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><br></div></div>
<div>
<div></div>
<div class="h5">> <mailto:<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<br>
> dialers, I can<br>> >>> say the following: Predictive Dialer is a term thrown around<br>> all too easily<br>> >>> lately. A customer of mine, a call center that has over 200<br>
> 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<br>
> dialer will<br>> >>> increase the call center utilization and will generate more<br>> sales. Having<br>> >>> thought that, they went off and integrated a predictive dialer.<br>
> Surprisingly<br>> >>> enough, the call center utilization didn't go up, it actually<br>> went down! The<br>> >>> call center actually lost money by utilizing a predictive<br>
> dialer. The<br>> >>> company that integrated the dialer said: "Well, we still don't<br>> have enough<br>> >>> statistics, the system needs to accumulate more data, etc, etc,<br>
> etc" - what<br>> >>> a load of bull! They simply neglected the basic fact about the<br>> call center -<br>> >>> it's an outbound call center, with no specific destination, no<br>
> specific sale<br>> >>> pattern and no specific customer pattern - in other words, 3 of the<br>> >>> variables a predictive dialer relies upon to become<br>> "predictive" are simply<br>
> >>> not there - so, the results are WAY OFF!<br>> >>><br>> >>> As a result, the customer dropped the predictive dialer and<br>> integrated my<br>> >>> company Dialer XML-RPC framework. This framework enables you<br>
> have full<br>> >>> control of each and every call made by the dialer. The added<br>> value is the<br>> >>> integration of the dialer into your existing customer CRM/ERP<br>
> platform,<br>> >>> thus, you can get a highly performance optimized environment -<br>> no matter<br>> >>> what your sale pattern is - simply because the dialer doesn't<br>
> care what the<br>> >>> pattern is - it is agnostic to it. If you'd like, I'll be happy<br>> to setup a<br>> >>> short demo for you to use and test, and you'll see for yourself<br>
> that<br>> >>> utilizing this framework can get your customers a better<br>> service than a<br>> >>> plain predictive dialer.<br>> >>><br>> >>> A wise man once said: "When the only tool you have is a<br>
> hammer, all<br>> >>> problems look like nails" - same concept applies here - "If the<br>> only thing<br>> >>> you have is a predictive dialer, all problems appear to be<br>
> 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<br>> for all.<br>
> >>><br>> >>> Cheers,<br>> >>> Nir Simionovich<br>> >>><br>> >>> On Mon, Jun 15, 2009 at 5:06 PM, Alistair Cunningham<br></div></div>
> >>> <<a href="mailto:acunningham@integrics.com">acunningham@integrics.com</a> <mailto:<a href="mailto:acunningham@integrics.com">acunningham@integrics.com</a>>><br>
<div>
<div></div>
<div class="h5">> wrote:<br>> >>>> To clarify my last message, the next version of Enswitch will<br>> include an<br>> >>>> outbound bulk dialer where each customer will have their own<br>
> 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<br>> version. It<br>> >>>> will simply make calls up to a pre-defined maximum concurrent<br>> calls<br>
> >>>> limit. Predictive features may come in a later version,<br>> 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<br>
> 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<br>
> which we can<br>> >>>>>> sell to<br>> >>>>>> multiple call centers. Each call center will have saperate<br>> interface<br>> >>>>>> for<br>
> >>>>>> setting up campaigns and Reporting. Please suggest some<br>> 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>
</div></div>> >>>>>> <a href="http://www.haditelecom.com/" target="_blank">www.haditelecom.com</a> <<a href="http://www.haditelecom.com/" target="_blank">http://www.haditelecom.com</a>><br>
<div class="im">> >>>>>><br>> >>>>>> Cell: +92 (0)345 4226006<br>> >>>>>> Office: +92 (0)42 5692766<br>> >>>>>><br></div>
> >>>>>> Email: <a href="mailto:kashif@haditelecom.com">kashif@haditelecom.com</a> <mailto:<a href="mailto:kashif@haditelecom.com">kashif@haditelecom.com</a>><br>
<div class="im">> >>>>>> MSN: <a href="mailto:kashif__naeem@hotmail.com">kashif__naeem@hotmail.com</a><br></div>> <mailto:<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> <mailto:<a href="mailto:meet.kashif@gmail.com">meet.kashif@gmail.com</a>><br>
<div>
<div></div>
<div class="h5">> >>>>>> Skype: kashif.naeem<br>> >>>>>><br>> >>>>>> 302 Y Commercial Area, 2nd Floor DHA Lahore, Pakistan.<br>> >>>>>><br>
> >>>>>><br>> >>>>>><br>> >>>>>><br>> >>>>>><br>> ------------------------------------------------------------------------<br>
> >>>>>><br>> >>>>>> _______________________________________________<br>> >>>>>> --Bandwidth and Colocation Provided by<br>> <a href="http://www.api-digital.com--/" target="_blank">http://www.api-digital.com--</a><br>
> >>>>>><br>> >>>>>> asterisk-biz mailing list<br>> >>>>>> To UNSUBSCRIBE or update options visit:<br>> >>>>>> <a href="http://lists.digium.com/mailman/listinfo/asterisk-biz" target="_blank">http://lists.digium.com/mailman/listinfo/asterisk-biz</a><br>
> >>>> _______________________________________________<br>> >>>> --Bandwidth and Colocation Provided by<br>> <a href="http://www.api-digital.com--/" target="_blank">http://www.api-digital.com--</a><br>
> >>>><br>> >>>> asterisk-biz mailing list<br>> >>>> To UNSUBSCRIBE or update options visit:<br>> >>>> <a href="http://lists.digium.com/mailman/listinfo/asterisk-biz" target="_blank">http://lists.digium.com/mailman/listinfo/asterisk-biz</a><br>
> >>> _______________________________________________<br>> >>> --Bandwidth and Colocation Provided by <a href="http://www.api-digital.com--/" target="_blank">http://www.api-digital.com--</a><br>
> >>><br>> >>> asterisk-biz mailing list<br>> >>> To UNSUBSCRIBE or update options visit:<br>> >>> <a href="http://lists.digium.com/mailman/listinfo/asterisk-biz" target="_blank">http://lists.digium.com/mailman/listinfo/asterisk-biz</a><br>
> >>><br>> >><br>> >><br>> ><br>> ><br>><br>><br>> --<br>> 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>><br>> _______________________________________________<br>> --Bandwidth and Colocation Provided by <a href="http://www.api-digital.com--/" target="_blank">http://www.api-digital.com--</a><br>
><br>> asterisk-biz mailing list<br>> To UNSUBSCRIBE or update options visit:<br>> <a href="http://lists.digium.com/mailman/listinfo/asterisk-biz" target="_blank">http://lists.digium.com/mailman/listinfo/asterisk-biz</a><br>
><br>><br>><br></div></div>> ------------------------------------------------------------------------<br>
<div>
<div></div>
<div class="h5">><br>> _______________________________________________<br>> --Bandwidth and Colocation Provided by <a href="http://www.api-digital.com--/" target="_blank">http://www.api-digital.com--</a><br>><br>
> asterisk-biz mailing list<br>> To UNSUBSCRIBE or update options visit:<br>> <a href="http://lists.digium.com/mailman/listinfo/asterisk-biz" target="_blank">http://lists.digium.com/mailman/listinfo/asterisk-biz</a><br>
<br><br>--<br>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><br>_______________________________________________<br>
--Bandwidth and Colocation Provided by <a href="http://www.api-digital.com--/" target="_blank">http://www.api-digital.com--</a><br><br>asterisk-biz mailing list<br>To UNSUBSCRIBE or update options visit:<br> <a href="http://lists.digium.com/mailman/listinfo/asterisk-biz" target="_blank">http://lists.digium.com/mailman/listinfo/asterisk-biz</a><br>
</div></div></blockquote></div><br></div>