Related software: Goldmine (CRM) and Vicidial (Predictive Autodialer).

The Goal: When a client requires contact based on parameters given by customer service before the project, the system needs to send the client’s information to Vicidial to automatically call the customer when a Customer Service Representative logs in to the appropriate campaign.

Upon completion of the call (automated or manual, based on whether there was actual customer contact or not), specific call results (especially invalid number and do not call requests) must return to Goldmine so that the customer is not called again by the automated system the next time the list is sent over.

There are several other specific links, all with similar parameters, which run independently using scripting software and networking within the dialer and the sql server associated with Goldmine.