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@evaristesys.com <mailto:abalashov@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@gmail.com
> <mailto:nir.simionovich@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@integrics.com <mailto: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
> >>>> +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@haditelecom.com <mailto:kashif@haditelecom.com>
> >>>>>> MSN: kashif__naeem@hotmail.com
> <mailto:kashif__naeem@hotmail.com>
> >>>>>> Gmail: meet.kashif@gmail.com <mailto:meet.kashif@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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--
Alex Balashov
Evariste Systems
Web : http://www.evaristesys.com/
Tel : (+1) (678) 954-0670
Direct : (+1) (678) 954-0671
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