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predictive dialers and crm software
computer telephony software predictive dialer

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predictive dialers and crm software

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DSC Tech Library

Contact Center Equipment

telecommunications software solution This section of our technical library presents information and documentation relating to Call Center technology and Best Practices plus software and products. DSC is a leading provider of contact center technology and software solutions as well as predictive dialer phone systems for the modern call center. Customer contact center software includes CRM software and computer telephony integration solutions. These modern products help call center phone agents communicate effectively with your customers and prospects.

The following article presents product or service information relating to call centers and customer service help desks.

Using Simulation In Call Centers
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Vivek Bapat Eddie B. Pruitte, Jr., Systems Modeling Corporation

Eddie B. Pruitte, Jr., Navy Federal Credit Union

Simulation, on the other hand enables call centers to perform staffing analysis in a framework of a model, that allows all of the interrelationships between callers, agents, skills, technology, call management algorithms and techniques to be explicitly defined (Pegden, Shannon, and Sadowski 1995). This framework ensures the best staffing decisions and provides the analyst with a virtual call center that can be tweaked to answer questions about operational issues and even long-term strategic business decisions. The real value of Erlangbased calculations then comes in providing an initial input data set required to feed a model.


Call centers are run today through Call Management Systems (CMS), also known in some cases as Workforce Management Systems (WFM's). These systems not only do the grunt work of call handling and monitoring, but also provide useful benefits in the call forecasting and agent scheduling areas. Workforce management systems are operational workhorses, collecting data and providing detailed reports on how the call center is performing. These systems constitute the backbone of many medium and large call centers. In the workforce management area, scheduling of agents is the major driver. Unfortunately, many of the workforce management systems still rely on Erlang calculations as a means of providing staffing recommendations and, as such, are subject to same limitations as that of Erlang calculators.

WFM's are also limited in their predictive ability and can rarely identify bottlenecks. Furthermore, they cannot address business issues in the manner that simulation can.


There is now an increasing industry trend by WFM vendors to include simulation tools as a powerful analysis weapon in their arsenal. This becomes a key differentiation against the competition and offers an added value in their services. Similarly, there is a complementary upward trend of customers demanding that WFM vendors include simulation in their analysis methodologies while configuring WFM systems to suit the unique needs of their call center. The combination of these trends is a measure of the growing level of acceptance of simulation in call-center technology.

The simulation industry is gearing up to meet this demand. It recognizes that one of the biggest assets of using a WFM is that it is a great source of good data that a model would need in order to provide good results. Not only are the data easily available, but they are stored in repositories that can be accessed by simulation tools. Advances in simulation technology have made it possible to transfer credible historical and forecasted data, such as call volumes and patterns, agent schedules, and so forth, from these repositories into a simulation model with little or no massaging. Efforts are under way to provide a seamless interface to WFM systems not only from the data entry viewpoint, but also on the reporting side.

In addition, products built specifically for the callcenter industry now make it extremely easy to construct a model and also derive useful inferences from them. Modular products with specialized constructs reduce some of the baggage and clutter associated with generalpurpose tools, thereby dramatically reducing the learning curve. In the past what took specialized knowledge, extensive training, and then usually weeks and months to do with general-purpose tools, can now be done in a few minutes or hours. Added is the capability to embed call center sub-model deep within a company’s supply chain model to study broader organizational issues of strategic importance. This path toward domain-specific, customizable, and scaleable product lineage makes it easier for the analysts in the call-center industry to embrace and derive benefit rapidly from simulation.

There are several applications within the call-center industry to which simulation provides a clear and compelling value over other analysis techniques. Some issues of critical importance to modern-day call centers of all sizes and types are:

  • Efficient call handling processes
  • Service level
  • Call center consolidation
  • Skill-based routing
  • Simultaneous queuing
  • Customer abandonment patterns
  • Call routing and overflow
  • Messaging and call return
  • Priority queuing
  • Call transfer and agent conferencing
  • Agent preferences and proficiency
  • Agent schedules
Previously, using traditional methods, many of these applications could never be analyzed. Many decisions were made on a combination of gut-feel, raw experience, and rudimentary calculators. Customers were then subjected to disruption of service while these decisions were enforced. Many poor decisions went unnoticed until after the companies had paid the high price of lost customers and a tarnished reputation. No customer conscious company can afford to take such risks in this competitive age.

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