Predictive Dialer

[Piotr_Comtrust]

Hi, I've seen in November's release notes information about predictive mode for outbound campaigns. Does it mean CC has built-in predictive dialer already? Is it Sytel or another one? Is it priced additionally?

BR, Piotr

[Nina_Makkonen]

Hi Piotr,

The change is that now the existing built-in QueueDialer also supports predictive mode.

Kind regards,
Nina

[Piotr_Comtrust]

Hi Nina, I have a question about predictive mode and SAP CRM outbound campaigns integration - when we use Sinch CC integrated with SAP CRM (via OII) is predictive mode available for outbound campaigns managed in SAP CRM?

BR, Piotr

[Nina_Makkonen]

To be honest, it's hard to say since the scenario you describe hasn't been tested. It is possible to transfer a call list from SAP CRM to Sinch Contact Center using OII but the dialing mode needs to be changed manually in System Configurator. It may also be possible that a predictive campaign call in Communication Panel would also alert via OII in CRM. But since this is an untested use case it's not possible to say which number OII would show for the call and whether the call could be answered.

Kind regards,

Nina

[Roman_Errapart]

In Sinch Contact Pro there is a possibility to set dialing mode to Predictive.

But since our customers required the dialer to work a little different way so that it would be more efficient to handle call lists where there were a lot of not working numbers we did our own version of Predictive Dialer. It will deliver more efficiency even with just one agent serving the queue (campaign).
We also have the possibility to tweak the dialer settings.
Our Predictive Dialer can be uploaded to Sinch Contact Pro tenant via SC customizers and it replaces the standard version of Predictive Dialer in the system.
If any of you have similar issues with calling efficiency where there is too few agents or too bad contact list then let us know. We might be able to help in that matter.

Best regards,
Roman
Prominion

[Paul_Ishmael]

Hi,

From the product perspective, the 22Q2 release will provide the ability to increase the aggressiveness of our queue dialer in predictive mode. Later we aim to have a dynamic scaling feature should the predictive increased not match with calls made vs serving agents.

Please contact me directly on this subject.

Regards

Paul