Predictive Dialers and Contact Center 6 1

[D41G0N]

Hi

We are looking at implementing a predictive dialer in our Outbound Call Centers (Collections and Telesales).

We have invested heavily in Contact Center product suite (CCMA, CCMS, CCT6, CCMM and a Call Pilot implementation is on the horizon).

What predictive dialers are available or compatible with an Option 11c and Contact Center (allows Contact Center to do the reporting: Not Ready Time, Busy Time)?

Thanks in advance

D41G0N

 

[PCDsun]

CCMM has its own "preview dialer" as a feature. We also use all of the CC6 products and implemented the outbound feature of CCMM. It provides us with all the agent, skillset, and application stats through regular CCMA reporting.

It also provides all your campaign information. Agnet script info, etc.

 

[Momozone]

You should look at an Asterisk based dialer with a pri card in it to interface with the option 11. Predictive dialers are expensive and you could prob get an asterisk based one for an all in cost of around 9/10k

MoMoZoNe

 

[DancingDave]

Are you in the UK? If so, I'd be wary of predictive dialers as you need to conform to ofcom regulations.

Links to more info:

http://www.ofcom.org.uk/consult/condocs/misuse/statement/

http://www.ofcom.org.uk/media/news/2006/03/nr_20060301

http://www.ofcom.org.uk/media/mofaq/telecoms/silentfaqs/

In particular, the rate of abandonment (has to be less than 3%). Predictive is only really effective (i.e. accurate) if you have a large amount of outbound agents (at least twelve, but preferably more) and your call times are of a consistent length. This means the algorithm that does the predicting a) has lots of data with which to refine itself and b) this data is 'stable'

The CC6 dialer allows for progressive dialling, where calls are only made when an agent becomes free.

DD

 

[DancingDave]

Meant to say, if you go with the CC6 dialer, you can also report across all channels together i.e. inbound, outbound, multimedia...


DD

 

[joynew68]

Our company is going to buy CC6 product suite as well. We would need to call back some contact numbers, reported from CCMA (Abandoned calls, Calls after hours…).
I woud like to know if we will be able to load data from i.e. Excel sheet to CCMM outbound tool and use it so for a Customers call back process. Unfortunatelly I cannot find anything like Admin Guide for CCMM on the Nortel web pages.

Thanks in advance,

Joy

 

[PCDsun]

With CCOD, Nortel's outbound product for CCMM, you can import data various ways. Excel being one of them. We import it as a text file from our Oracle database. We also import the agent and customer responses back into the system to update the customer records as well.

We keep the data format the same for each campaign so that the superviors who create the outbound campaigns stays familiar each time.

It's very easy to setup, inport and create the campaigns the way you want to.

 

[PCDsun]

You say your company is buying the CC6 suite. We are using all of their CC6 products in our center now. Voice, email, outbound, scheduled call back, and web chat. We even bring in fax and voice mails as transactions to agents from our customers. All using the skills based and conditional routing of Sympsoium, CCMS. All work very well. It has really improved our center.

 

[joynew68]

Thanks for your posts, PCDsun.
Is there also any CCMM Admin Guide delivered by Nortel or just CCMM User Guide for Agents and Supervisors, please ?

J.

 

[PCDsun]

There is an admin guide for CCMM. It is on line in their Helmsman doc area. The latest is dated 12/07/06.

There is also scripting required in CCMS for this as well. That is located in the CCMS scripting guide. It explains the scripting required for outbound, email, scheduled call back and web chat.

If you need any of this, let me know.

 

[D41G0N]

Thanks for all the replies.

The problem we have with the CCMM dialer is that it doesn't make multiple calls on behalf of the agent and it doesn't support tone detection (fax line, answering machine). Or does it support the fucntionality as mentioned above?

Thanks

 

[johnjose]

To PCDsun:

Could you please confirm that your web chat is working, web contact are presented and processed via CCMM Agent Desktop......?

Our vendor says NO, chat contacts are not possible yet.
That's a reason of my question.

Thanks,

jj

 

[PCDsun]

We are live with our web chat and scheduled call back features of CCMM. These features have not been released for purchase yet. We are part of a beta trial with Nortel. I beleive that the realese date ins some time in February. We ahve it live on a few of our clients customer servcie web pages now.

If you are interested in seeing it live, I can do a webex to show both the customer interface application and the CCAD agent desktop.