Notes from the dial plan

Managed VICIdial existed already. Almost all of it quietly forks the source, and once your build stops being VICIdial you cannot leave. That is the thing I wanted to fix.

• VICIfast
• VICIdial
• Founding

Every calling operation runs a dialer joined to a CRM by an integration, and every one of them leaks data at that join. The fix is not a better integration.

• Adoptiv
• CRM
• Predictive dialing

The federal window is the easy part. What actually breaks compliance is that your dialer does not know where the person it is calling physically is — and the area code will not tell it.

• Compliance
• TCPA
• Outbound

The term covers four quite different things, and vendors are not always careful about which one they are selling you. Here is how to tell them apart before you sign.

• Cloud
• Contact centre
• Basics

Vendors quote contact rates from a best case nobody's list resembles. Here is what actually determines your numbers, and which of them you can move.

• Predictive dialing
• Metrics
• Outbound

Most VICIdial abandon-rate problems aren't pacing problems. They're answering-machine detection problems wearing a pacing costume — and the fix is the opposite of what the number suggests.

• VICIdial
• Compliance
• Predictive dialing

Capacity planning advice for VICIdial usually starts with agent counts. That's the wrong unit. Here's the order things fall over in, and what each one costs to fix.

• VICIdial
• Architecture
• Scaling

The cheapest route is rarely the cheapest route. A short guide to evaluating carriers on what outbound teams actually pay for — connected conversations.

• Carriers
• SIP
• Outbound