Hi Friends

I am using concerto davox with Ensemble3 and its doing great for 120seats.
Now I have a plan to setup another center (20seats)at a different location. My interest is to try ASP/VCC model. Can you guys help me with some information and your suggestions/experiences on this.
My aim to setup center on ASP model is
- Location independence
- Cost reduction

I have following questions.
1.Which companies are into ASP hosted solution services, and there rating.
2.Is the technology a success in regions like India where bandwidth is an issue, or i must say not as good as in other countries like US,UK,Aus,Canada

3.What ratio is the saving on cost as compared to traditional IPLC/TDM technology
4. How is the call flow? I have heard that there are more drop calls,no detects?
5. What is the average wait time that can be maintained for outbound calling?


Thanks in advance .
Rgds
Sid

Sid,

There are a number of players offering hosted services like
1. On Demand from Siebel
2. Telephonly at Work
3. ACCES from Ocwen based on Cisco

In addition to location independence and cost reduction, you will also benefit from not having to worry about technological obsolescence / upgrade. Since these are based on VOIP, being based out of India should't be a problem. There are several large call centers in India depending completely on VOIP.

You can reach me at jraghuram@indiatimes.com if you need more information.

Regards,
Raghuram

Sid,

I seriously advocate the hosted VCC model for smaller centers. It has several advantages like multi-locational, remote monitoring, no local maintainence etc.

We are using a hosted VCC at our India based center over the last 14 months. We are rather happy with this solution. The solution has been provided by a US based company.

On the Plus side are : Fine tuning the PD is very easy, setup and running is simple and the solution has a "dropped call %" limiter while allowing you to set the pacing of the PD according to our needs. This works well. Several other features are nice and simple to use. We find that we can limit dropped calls to within 3% and reduce the fax /ans machines to a level of 90% detected and disposed by the PD. This solution offers upto 10 outward lines per agent

On the minus side : You need to use their telco only. You do not have an option to use any telco/voip service provider you choose. However the slightly higher cost is defrayed by the advantage of a single source soultion.

Yes, for any good quality wrk the infrastructure MUST be good. So to use a hosted solution and VoIP you MUST have a good quality ISP. Soem of the primary neccessities are : Almost no packet loss, low latency( never over 300ms in any case) and adequate bandwidth. Bandwidth requirements can vary with the line quality and the Codec deployed.


Dadi

dadi@hypersoftindia.com

Thank you Dadi

Can you pls let me now how many seats you are running on Five9? what is the bandwidth used and what specific equipments if any? Is it doing godd for outbound telemarketing cmapaigns where idle time should be minimum?
PSTN charges of 1.9cent/min is quiet high i think? Do you think overall cost of five9 is lower than any other voip based service provider.


Rgds
Sid

Sid,

Any outbound telemarketing campaign needs to use a Predictive Dialer. Our PD is a good and efficient one. It is easy to tune and set the pace. Any PD needs to be constantly tuned according to several factors like Campaign type, areas of call, time of day, dialing lists,quality of leads, ageing etc etc. The detection is fast and good. We charge us a rate of $0.019 per minute, yes which is rather high. However the pulse rate of 6 seconds is very useful. We find our overall costs of using this dialer and system works out to below $1 an hour calling the USA.

We are running over 50 seats on this dialer and find it very easy to setup, manage and run.

Only issue we have with them is that they are growing very fast and( probably as a result of this) the support response is not as fast as one would desire it to be. They do not yet have a 24 hour support service.

Dadi

Hi,

What about the security issues in Hosted model PDs. With particular reference to the data secrecy, as some of the call list that we have, are highly priced and the client is not ready to let it go to multiple hands.

Another issue with hosted model: what about quick changes to the campaign with limited list size and frequent recycling.

Malick.

I cant comment on the first issue(security)
but Yes definitely the list change, limit records, frequent modification can be done realtime.