From AVAYA to ViciDial

[dlasry]

I recently had what I consider a huge success with Vicidial, and wanted to share this with you all.

My client uses a state-of-the-art AVAYA Contact Center Platform for his multiple call centers here in Israel, which I have been maintaining for him for the past few years.

Last week, we got a high profile, last minute, campaign. 20-30 agents doing a survey on a predictive dialer.

My client's AVAYA predictive dialer has not been in use for ~6 months and due to various reasons cannot be used now.

Our choice was to say no to the big contract or try Vicidial, which I have been tinkering with for the last few months.

Yesterday we launched a full predictive campaign on Vicidial, with huge success. As someone who has worked with 4 separate predictive dialers, I can honestly say that the dialer was easier to use, and was at least 90% as efficient as the newest version of AVAYA predictive dialer. Actually, I have no reason to believe that calling was any less efficient.

I know that I sound surprised, but it's hard to go from a million dollar system to an open source system and to expect same level results.

The system was easier to use, easier to support, extremely light weight and pleasure to use.

Thank you for such an excellent system, and for your continued support on the forums.

David

[mflorell]

Thank you very much for posting this

It's great to hear from people who have switched from one of the big proprietary systems to ViciDial.

Would you be open to having your name and company name referenced in a testimonial with this posting?

[gardo]

Way to go!

[dlasry]

Matt,

It would my pleasure. Anything I can do to give back to the community.


David Lasry
artNET Experts Ltd. (Aman Group)
http://www.linkedin.com/in/davidlasry
http://aman.co.il


Regards

[OrvUx]

Wow, it is really nice to know about this, my customers will know that they were taken the correct way.

[williamconley]

Matt,

It would my pleasure. Anything I can do to give back to the community.

You could look at the "projects" forum and the features of vicidial and decide what truly cool upgrade means the most for you ... and sponsor it. then it could be ready by the time you really want it (next client, right?) and you would at the same time be contributing immensely to the project. Not to mention having a cool new tool, built to YOUR specs, since you paid for it.

[Trying]

Well said William!!! I second that!!! I cannot wait to contribute money but Matt and team are not going to do the projects with my contributions alone!

[gmcust3]

OT :
-------

I spoke to someone , using TouchStar and he says that ,

They have a wait time of 1 sec
at Pace Ratio of 3:2.

1 sec at 3:2 pace ratio ?

How soever good qlty of leads and VOIP mins u have , 1 sec as wait time consitently ?

[mflorell]

It all depends on the lead quality and number of agents. If you have good enough leads your wait time and abandon rate will be wonderful.

As a related note, Touchstar doesn't really exist anymore, their assets were purchased by Noble Systems. Notice I said "assets were purchased", that's Noble's way of avoiding the lawsuits that Touchstar's customers had filed against Touchstar.

We have received several new clients because of this buyout, so thanks Touchstar

[gmcust3]

Wipro, HSBC and few other big centers are using TouchStar for their O/b dialing.

But wondering 1 sec as wait time ?? Anyone ever achieved that in Vici ?

[mflorell]

Yes, we have clients that do 1 second wait time regularly, but that's not really that difficult if you have the right leads.

[gmcust3]

Wow.. Thanks.

[astgeeks solutions]

Matt said exact true.if ur lead set is good there will not be wait time of 1 sec also..i have worked as a technical for lot of call centers in kolkata,India.i used touchstar,parsec,tele synergy,avaya and lots more.

But vicidial is really the best from open source platform than those costly companies.and i believe in future it will take a large market as a dialer solution in indian call center market.

thanx matt and ur team and all other people who helped to develop this project.

[mflorell]

As a related note, Touchstar doesn't really exist anymore, their assets were purchased by Noble Systems. Notice I said "assets were purchased", that's Noble's way of avoiding the lawsuits that Touchstar's customers had filed against Touchstar.
We have received several new clients because of this buyout, so thanks Touchstar

I just received an email from "Paul" who was emailing me from a DSL line in Colorado(using a fake email address and fake phone number) to tell me:

"This posting is not accurate and represents slanderous activity. I would recommend that it is removed."


I stand by the truth in my original statement because I have personally spoken to employees of Touchstar and a few of Touchstar's customers(both management and IT staff) about this transaction.

Point number one, Touchstar as a company doesn't exist as it once did, this is true, in September 2009 Noble Systems purchased the assets of Touchstar Software Corporation and licensed the hosting technology back to a newly renamed TelStar Hosted.

Point number two, Noble Systems purchased the assets from Touchstar, not the whole Touchstar Software Corporation itself, shielding Noble Systems from current lawsuits against Touchstar. This is also true, and I don't blame Noble one bit, a $10 million lawsuit is nothing to sneeze at.


I invite "Paul" to post here, or at least send me some real way of contacting him, I would really like to have a chat about this subject with him.


Here are some links to a set of very expensive lawsuits involving Touchstar last year:

http://dockets.justia.com/docket/court- ... id-351538/

http://or.findacase.com/research/wfrmDo ... DOR.htm/qx

http://co.findacase.com/research/wfrmDo ... DCO.htm/qx

http://dockets.justia.com/docket/court- ... _id-92551/

http://dockets.justia.com/docket/court- ... id-114383/