Ann: CEO AGM Presentation 2017, page-13

Mate, since ~2010 they were talking about having CLI data (incoming number) records matched to debtor information, it didn't happen.

Before 2016, they were didn't even have one dialer license per collector in the building. At one point the dialer campaigns were even running in time segmented batches.

And no, the CDR data from the dialer was never being matched properly back into C5. Ever. The dialer may as well have been a standalone system. If an operator didn't manually enter a call into the CRM, the call may as well have never existed.

Seeing a real dialer being used, with proper systems integration, and appropriate license counts, is a massive sign of improved productivity.