posted
Would you see any benefit in migrating from ICB to agent blending in a Collections type of environment (an average of 80% of calls are outbound) ?
I would appreciate if you can share your exeperience, details, best practices ...
posted
I have run both in a collection environment (V12). My own view is that from an outbound calling perspective ICB works better than proactive/predictive agent blending with the outbound algorithm. ICB tends to be a lot more reliable than the PAB - when was the last time you had to reset your ICB? All this being said PAB does give you a lot more call routing flexibility than the dialer does and if you build your inbound queues right can be beneficial.
Full disclosure: I do not have the staff to run predictive agent blending but have instead been using Proactive agent blending.
From: Miamisburg Ohio | Registered: May 2005
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posted
I agree with jksadler we had MUG change us from PAB to ICB last year and our numbers for outbound jumped without hurting inbound stats. Another good point we like about ICB is centralized reporting
Registered: Dec 2008
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I need some your expert opinion on choosing the best blending for my setup.
I have a PCS 4.1 deployed in a small contact center behind Avaya CM with facilities for both Outbound and Inbound calls. PG 230 is terminated behind CM and use Tie trunk lines b/w CM and PG230.
It is primarily consisting of around 15 agents who are part of outbound dialer team. The dialer places calls based on a single calling list in the day with several jobs as per the filters applied. The dialer sets the ANI for callback as the Inbound Call Center number. Any calls (either a recall or new customer calling this Inbound call center number) is terminated on a VDN in the CM.
The customer wants a blending environment where the agents can take both I/B & O/B calls at the same time thereby maximizing teh agents time.
Please suggest the best option and its pros & cons.
Also how would the PCS & CM produce reports for such a setup. Your help and early response is appreciated. Thanks M
-------------------- MA
From: India | Registered: Mar 2009
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posted
Actually since the focus is on O/B, i was thinking agent blending would be suitable and also bcz the dialer is behind the CM and I/B calls arrive on separate VDN.
-------------------- MA
From: India | Registered: Mar 2009
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posted
As your focus in outbound,best option is ICB.If you are going with Agent Blending,the focus will be more on inbound calls. Thing is that you need investment to make an CTI environment(AES),which makes the agent blending environment.The call accuracy is very good in Hard Dialer (PG230) when compare to CTI based.
-------------------- DialerTech
From: INDIA | Registered: Feb 2008
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