I thought I would share this information with everyone. The new regulations on silent calls and so forth mean that you need to be able to have much tighter control of your dialers.
Avaya's Cruise Control can now give you that peace of mind.
Cruise Control is the next-generation Predictive Dialing control system from Avaya, representing a major advancement in call pacing technology.
Background:
Cruise Control is the latest creation to emerge from a long series of advancements in predictive technology from Avaya and its predecessor, Mosaix. It is the culmination of 20 years of experience in real-world dialing environments, complemented by deep expertise in queuing theory, statistical analysis, and software implementation and testing. Cruise Control takes into account the full spectrum of outbound dialing considerations, from the age-old problem of optimizing the dialing rate to exactly match the availability of agents, to the latest issues in “nuisance calling” compliance and reporting required by state and federal agencies. Cruise Control is backed by solid mathematical principals, patent-protected software implementation, and rigorous testing load testing at call volumes up to 400,000 calls per hour.
What it is:
Technically speaking, Cruise Control is an adaptive closed-loop control system with optimizations for specific stochastic factors that are important in maximizing outbound call center profitability. Cruise Control automatically adjusts the pacing of outbound calling to meet a guaranteed Service Level goal set by the customer, while simultaneously optimizing to minimize Agent Idle Time. This is accomplished by a system which utilizes multiple feedback loops to calculate the probability of availability for each agent in the system in real time, and adjusts the number of outbound calls accordingly. Many semi-random factors in the outbound calling process, such as hit rate, agent talk time, wrap-up time, and so forth, are continually absorbed as input into the predictive calculations, resulting in the best possible match of outbound calls to available agents.
The benefits:
- Guaranteed compliance with state and federal regulations
- Guaranteed adherence to user-settable Minimum Service Level goals
- “Set-and-Forget” operation requiring no supervisor intervention for control of dialing missions – key staff are free to work on Call Center improvements, not tied down to the dialer controls all day
- Minimization of agent idle time compared to traditional predictive dialing methods – agents stay busy
- Minimization of toll charges – outbound calling rates are the lowest possible required to meet the user-settable Service Level criteria
Regards
Jason
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