We are looking at predictive diallers for outbound callers. I'm looking for advice on which one would be the best to use. We will have approximately 30 agents using the system but I'd like to use a system that initiates calls only when an agent is available. Any advice ewould be appreciated
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predictive dialers 4
- Thread starter VNS1000
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We use Easyphone with great success. It's now called UCI2000 or something like that.
At peak times, we have 100 simultanious agents on different campaigns, each campaign having anywhere from 5 agents to 70 agents.
It runs best when we had at least 10 agents.
You want it to dial only when agents are free? Is this because you want to blend it with inbound? You can configure Easyphone for this.
I like the open db achitechture, using MS SQL or Oracle means I can open the database and make my own custom reports.
It hooks up to your G3 via the MAPD and a CentreVu CTI server.
Hope this helps.
At peak times, we have 100 simultanious agents on different campaigns, each campaign having anywhere from 5 agents to 70 agents.
It runs best when we had at least 10 agents.
You want it to dial only when agents are free? Is this because you want to blend it with inbound? You can configure Easyphone for this.
I like the open db achitechture, using MS SQL or Oracle means I can open the database and make my own custom reports.
It hooks up to your G3 via the MAPD and a CentreVu CTI server.
Hope this helps.
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- Thread starter
- #3
In my previous company (O/B Operation was 40 FTE) we used Divine (formally eShare, formally Melita).
However other notable names would be:
Avaya Mosaix, Concerto (formally Davox), RoyalBlue/Rostrvm, and Genesys.
All solutions can be configured to initiate calls when an agent is available. However the more you start to limit the calls/agent ratio the more you move away from your predictive element - Finding the right balance for you is the game!
In the UK we have recommendations from the DMA (Closest thing to a O/B regulatory body) which advise all it's members to send a CLI, and make the CLI link to either a recorded message or live agent, and limit Nuisance Calls to 5%.
However other notable names would be:
Avaya Mosaix, Concerto (formally Davox), RoyalBlue/Rostrvm, and Genesys.
All solutions can be configured to initiate calls when an agent is available. However the more you start to limit the calls/agent ratio the more you move away from your predictive element - Finding the right balance for you is the game!
In the UK we have recommendations from the DMA (Closest thing to a O/B regulatory body) which advise all it's members to send a CLI, and make the CLI link to either a recorded message or live agent, and limit Nuisance Calls to 5%.
jameslearuk
Technical User
Davox/Concerto are very good, we have several here where I work, we even managed to get them intergrating with our Cisco IP phone system as well. Only problem with them is support can get damn expensive!
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- #6
LittleGremlins
Technical User
We have BCMS Vu with approx 50 agents. The manager of the call centre would like to setup 3 or 4 agents in this group with predictive dialing capabilities.
Any suggestions on what product we could look at that would support just 3 or 4 users.
Thanks.
Any suggestions on what product we could look at that would support just 3 or 4 users.
Thanks.
OK, you suck
I have been working on this for weeks.
I have a port listener that is dumping it into a MSSQL database and I have web pages built with custom queries.
Do you run your queries manually or do you have web pages built for them?
MultiVantage, Intuity Audix LX
When we got the multivantage 11 upgrade I also changed the app to use TCP instead of serial.
I built the users a desktop GUI that connects to MSSQL.
Its a fairly simple GUI as the users mostly use it to locate single records (as in who took this call, when did this person call, etc)
For more complex reports, I.T. runs manual pre-saved SQL queries.
I built the users a desktop GUI that connects to MSSQL.
Its a fairly simple GUI as the users mostly use it to locate single records (as in who took this call, when did this person call, etc)
For more complex reports, I.T. runs manual pre-saved SQL queries.
The GUI is not anything spectacular.
I did it in Delphi. You can do it in VB just as easily.
All it really does is allow the user to put in the parameters using the built in controls (such as date boxes) and the code builds the SQL select statement.
I did it in Delphi. You can do it in VB just as easily.
All it really does is allow the user to put in the parameters using the built in controls (such as date boxes) and the code builds the SQL select statement.
FoneFun,
I'm not sure how you and Cannibis got from Predictive Dialers to CDR but I'm interested in what I read. My boss wants us to develop our own CDR and what you've done sounds interesting. Are you open to contributing what you have to a groupware type product that we could all use and improve?
I'm not sure how you and Cannibis got from Predictive Dialers to CDR but I'm interested in what I read. My boss wants us to develop our own CDR and what you've done sounds interesting. Are you open to contributing what you have to a groupware type product that we could all use and improve?
Sorry- I realize this thread is a month old...
CaNNaBis and FoneFun-
Can either of you tell me if the CDR functionality you describe is available from the switch as is, or will Avaya have to "turn up" a customer option ($$$) before I can use one of your methods?
CaNNaBis and FoneFun-
Can either of you tell me if the CDR functionality you describe is available from the switch as is, or will Avaya have to "turn up" a customer option ($$$) before I can use one of your methods?
You should be good. Check thread690-684030
FYI,
To go to a thread, go the Search box above, enter 690-684030 and change the drop-down to search by thread.
If you can follow all the instructions you should be in good shape. Once you get that done, I can help you along some more.
MultiVantage, Intuity Audix LX
FYI,
To go to a thread, go the Search box above, enter 690-684030 and change the drop-down to search by thread.
If you can follow all the instructions you should be in good shape. Once you get that done, I can help you along some more.
MultiVantage, Intuity Audix LX
cwjr,
CDR does not require any options as far as I can tell.
If you have Multivantage 11 you can use IP for connectivity to your CDR capture program. (not sure about 9-10)
Otherwise on earlier versions 8 and before, you need to use a serial port. the G3si (and prologix too I think) have CDR ports (they are rs232 / aka serial)
The g3r requires that you get a data module to get a serial port.
CDR does not require any options as far as I can tell.
If you have Multivantage 11 you can use IP for connectivity to your CDR capture program. (not sure about 9-10)
Otherwise on earlier versions 8 and before, you need to use a serial port. the G3si (and prologix too I think) have CDR ports (they are rs232 / aka serial)
The g3r requires that you get a data module to get a serial port.
CaNNaBiS and FoneFun,
I have a version 9.5 G3si. I do have a C/Lan board so I'm not sure if I can use it for CDR, or if I will have to use a serial connection. If I have to use serial, how do I find the serial port? What circuit pack or slot would it be associated with? Any help would be appreciated...
I have a version 9.5 G3si. I do have a C/Lan board so I'm not sure if I can use it for CDR, or if I will have to use a serial connection. If I have to use serial, how do I find the serial port? What circuit pack or slot would it be associated with? Any help would be appreciated...
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