SAP CRM Outbound calls with Predictive dialing integration

[Former Member]

Hello Experts,

I have a question regarding outbound scenario in SAP CRM in case of integration with AVAYA Predictive dialing.

Does SAP have any standard solution for this case?

Let me describe our scenario.

1. We create Marketing campaign with target group

2. Then generate a call list

3. And then agents should perform outbound calls in Interaction center

Also we have planed integration between SAP CRM and AVAYA via AIC

And we should take into account that we want to use PDS (Predictive dialing system) to improve call performance. So as far as I understand if we use this type of dialing with standard integration all calls would be incoming for SAP CRM instead of outgoing.

Do anyone have experience with such system landscape with SAP CRM and any predictive dialing and what approach do you use?

Thanks in advance.

P.S. I've checked sap notes and other available sources such as forum, help.sap.com, cookbook and found only this:

http://help.sap.com/saphelp_crm70/helpdata/EN/46/142bfe50c85872e10000000a11466f/frameset.htm

But it's look a little obsolete.

Best regards,

Nikolay

[Former Member]

There is an inhouse solution that you may want to consider.

SAP have integrated Sytels world-leading predictive algorithms into BCM.

No need for third party product. Just BCM and the Sytel dialing algorithm to manage all outbound.

For more details refer Arto Koponen in SAP or Jamies Stewart at Sytel Limited

[Former Member]

Thank you for reply.

However BCM now is not an option. AVAYA is customer choice so what the solution in this case.

Nikolay

[Former Member]

What can be done at high level is

SAP Call List --> Batch loaded into Dialer

--> Dialer Makes outbound dialing

--> Successful calls send to VDN in Avaya Communication Manager along with UUI (field stuffed with customer key (GUID)info comes from SAP)

--> Avaya IC can read UUI and stuff into an attached data while processing the routing and then route intelligently to one of the available agents.

--> also Avaya IC has connectors (AMC type) to SAP which can pop the customer screen with the given GUID.

UUI mapping, or predictive dialer integrated with IC (Not sure what apis available) would make sure the data flows from PDS to IC to SAP Connector to SAP CRM Webclient ?