Predictive Dialing Capability

[AppSpecialist]

Hi all...

I am toying with the concept of using eflows, ACD or IVR functionality to build a low end dialer to help get some efficiencies with our outbound agents.

Just keeping it simple for now as a pilot, using code/bundled functionality to make calls from a list of customers and if we get an answer, connect to an outbound agent.

I would like to know if anyone has tried this before or if they know where the head aches are with this? Also what delay I could expect the customer to experience before an agent picks up.

We have Aspect ACD, eflow, Contact Server and will have an Aspect IVR in the next 6 months or so...

Thanks so much.

 

[Moebius01]

Do you have the answer detect card (or whatever it's called...can't remember)? I'd be wary of answer detection for the routing though, Aspect's built in is weak at best. Instead, you might consider using it as a power dialer. Place the call and route to agent immediately.