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
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@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 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@haditelecom.com
>> MSN: kashif__naeem@hotmail.com
>> Gmail: meet.kashif@gmail.com
>> Skype: kashif.naeem
>>
>> 302 Y Commercial Area, 2nd Floor DHA Lahore, Pakistan.
>>
>>
>>
>> ------------------------------------------------------------------------
>>
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