We originally started working on the WombatDialer as a “sidekick” of QueueMetrics for a couple of clients who were interested in having ways to automatically feed Quality Assessment data into QM. The idea was to recall callers and offer them a short IVR quality assessment menu, in order to gather information on how well their call-centre was behaving.
So we needed something to do that, in a way that was basically turn-key. By designing the requirements, we found out that you could have Asterisk do a lot of things that all had in common the dialing logic - see Why was WombatDialer created for a longer explanation. The name came from the son of our lead engineer, who was three at the time and heavily into wombats and furry animals in general.
Our point with WD was not replacing common Asterisk predictive-dialer solutions (there are a number of them, and they work well) but offering declarative dialing primitives - you tell WD what you need and it performs as if it was one single call on one single server, though it may be hundreds of calls on multiple servers. The idea was that you would install it on an existing system - that had its own dialplan and GUI - and it would interface. That it would work along whatever telephony traffic you had on the box. So we did not initially target predictive, agent-heavy systems, but thought about telecasting, and moved on to power-dialer when used together with queues. And we added a free usage license so that people like you could download it and use it to create something new on their own PBX - no questions asked, but please share!
We found a lot of interest so far - we already have a number of systems installed worldwide and many more in testing phase that we are following up. People keep coming up with ideas on things one could build - recalling queue hangups is really interesting, and so are reverse IVRs in general. We are learning a lot and try to make the product better.
What would you like to build next to improve your call-center (or your PBX) by adding easy to use, scriptable outbound iteractions? Just let us know.