Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of...

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Campaign Management - IVR / sms / email

Transcript of Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of...

Page 1: Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction

Campaign Management - IVR / sms / email

Page 2: Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction

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People-centered TechnologyOur main customers worldwide

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2.Natural

Language Understanding(Natural Language

Processing)speech| text

3.Big Data & Artificial

Intelligence

Multi-language engine for natural language interpretation

1.Embeddable

multi-channel platform

Machine learningDeep Learning

Advanced analytics

Multi-dimensional dashboard &

reporting

Multi-channel interaction platform (Voice, SMS, Chat, E-mail, Social)

Information HubSales | Marketing | Operations | Compliance

Engagement HubSelf engagement | Human touch

29 supported languages

3DIGITAL TEAM | SYSTEM INTEGRATION | DATA SCIENCE | CONSULTING

An enterprise «holistic» model

Customer journey

interpretation

New customer

experience

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Information HubSales | Marketing | Operations | Compliance

Text | Voice

Engagement Hub

29 supported languages

Self engagement | Human touch

MULTI-CHANNEL SURVEY NATURAL

LANGUAGE

SOCIAL MEDIA MONITORING

TEXT & SPEECH ANALYTICS

CROSS-CHANNEL INSIGHT & DATA

ENRICHMENT

QUALITYCOMPLIANCE MONITORING

REAL TIMESPEECH ANALYTICS

ADVANCED SEARCH & DISCOVERY / KMS

DIGITAL CUSTOMER

ENGAGEMENTCHATBOT

VOICE & TEXTAUTOMATION

TEXT ANALYTICS

ADAPTIVE FRONT-END

A modular suite for a progressive and consistent transformation

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About Almawave

Market analysts have interviewed and assessed Almawave 3241 Reports in different sectors include Almawave

Speech Analytics MarketGlobal Forecast to 2022

CRM | Customer Service | Customer Engagement |Speech AnalyticsSpeech Recognition |Text Analytics | Natural Language ProcessingCustomer Management |Contact Center BPO | KM & Enterprise Search

CEO of the year Innovation & Leadership Innovative Solutions for Customer Experience Europe’s Business Festival for

Innovation & Dgitalization

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Automatic Speech Recognition

Enabling technology for natural language interpretation

Semantic pipeline

Text Mining Automatic classification

Searchable semantic index

Real-time information services

Advanced Analytics

Dialogue management

Unified Desktop

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Focus on – Semantic pipeline

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Understanding natural-language speech, opinions & trends in different languages

LANGUAGE DETECTION

MORPHOLOGICAL ANALYSIS

SYNTACTIC AND PERIOD ANALYSIS

ONTOLOGICAL REASONING

NAMED ENTITY RECOGNITION

WORD-SENSE DISAMBIGUATION

29 different languages, among which:

Semantic pipeline

Automatic Speech Recognition

Text Mining

Dialogue management

Advanced Analytics

Real-time information services

Unified Desktop

Searchable semantic

index

Automatic classification

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Focus on - Text mining

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CLUSTERING

CONCEPT-ENTITY CORRELATION

MACHINE/DEEP LEARNING

SENTIMENT ANALYSIS

Artificial Intelligence algorithms to «retrieve» hidden information

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Semantic pipeline

Automatic Speech Recognition

Text Mining

Dialogue management

Advanced Analytics

Real-time information services

Unified Desktop

Searchable semantic

index

Automatic classification

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Focus on – Dialogue management

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IVR Speech Recognition

INTELLIGENT IVRUser calls a voice responder capable of intelligent dialogue interaction, by interpreting request contextSwitch onto Human

Assistant (when available)

CHATBOTUser chats in natural language and receives context-related answers

24x7 customer support

Multi-language support

Back-End process activation

TEXT VOICE

Semantic pipeline

Automatic Speech Recognition

Text Mining

Dialogue management

Advanced Analytics

Real-time information services

Unified Desktop

Searchable semantic index

Automatic classification

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Natural language-based communication campaigns

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Message generation Contact list setup «Send-to» schedule planning

SMS | VOICE | E-MAIL | IVR

Interactive voice/text surveys and analysis of strucutred or natural language-based results

VERBATIM/VOICE NPSI

VERBATIM/NPS with IVR

TEXT SURVEYS

VERBATIM CONTENT ANALYSIS

Voice/text NPS and analysis of comment content the customer has left as service quality feedback

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Ottimizzare la gestione del contattoDirect Marketing Platform for telereminder, telesales, teledebt collection.

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Marketing Campaign Automation Management

Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction Surveys

§ 100% Campaign Automation

§ Route call to contact center agent

§ Customizable Text To Speech engine for voice messages

§ Integrated monitoring enviroment

Conversion rate 70%

Campaign automation 100%

Optimized contact costs 35%

Page 13: Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction

Marketing Campaign Automation Management

Iride® Call easily plans and implements multi-language communication campaigns, automatically addressing wired and mobile devices, by tagging a list of contacts (campaign addressees) with a pool of resources.

Optimized customer engagement costs

No impact on existing enterprise systems

Very small set-up time

Graphic design-based dynamic interaction

Real-time contact monitoring & analysis

Direct routing to Contact Center agents

Highly flexible offer: from few to thousand-fold contacts a day.

The multi-channel communication platform for interactive communication campaign set up with a few clicks of the mouse.

Page 14: Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction

MULTI-LANGUAGE MULTI- CHANNEL

COMMUNICATION

WEB BASED INTERFACE

LIST, CONTACT TEMPLATE MANAGER

MONITORING&

CAMPAIGN ANALISYS

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FUNCTIONS

Page 16: Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction

Iride Call® Direct Marketing Platform

Functions

Multichannel Resources Management

Lists & contacts

Scheduling campaigns

Sends marketing sms campaign, mail,voce, ivr, to thousands of

contacts

Resources organization per each channel activated.

Lists and single contact upload

Marketing campaign planning

DashboardAnalisys and sinthesys of

campaign results

MonitoringStatus Controls of each programmed campaign

Page 17: Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction

MultichannelMultichannel Platform to send automated campaign comunication through different contact channel inbound & outbound (voice)

Create e sending customized email also with using template

EMAIL

Sending customized with using template or predefined texts upload

SMS

Sending vocal comunication trough the creation of Text-to-Speech message

VOICE

Sending chained messages of different types (audio, sms, email) through the construction of an IVR tree designed via the web

IVR

EVENTS overview of activities connected

to past campaign (creation, start, stop, …)

TASKS Update of pending activities, categorized per each type of campaign (voice, sms, email)

SUPPORT Platform assistance area (ex. User’s

manuals area)

MANAGEMENT Manager menu to create campaign, resources and

contacts.

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Resources managementThe elements to be created for sending campaigns

EMAIL

§ TEMPLATE EDITOR integrated editor to create visually the templates of your emails

§ HTML / CSS EDITOR to create complex templates

§ VARIABLE FIELDS for the insertion of personalized contents

§ ATTACHMENT MANAGEMENT included directly in the email

§ LEGALMAIL & E STANDARD MAIL

SMS

§ SENDER CUSTOM to perform sending SMS from the internet with personalized sender

§ TEXT MODELS for sending repeated SMS

§ VARIABLE FIELDS for the insertion of personalized contents with dynamic fields («Hello% NAME%, welcome) ...»),INVIO LINK

VOICE | IVR

§ TEXT-TO-SPEECH (TTS) Integrated and multilingual

§ IVR WEB EDITOR for the design of the tree (Interactive Voice Response)

§ AUDIO ASSETS upload Audio files, recording voice messages

§ IVR TEMPLATE for use in voice campaigns

§ ROUTING CALLS to an external contact center

§ Integration with Natural Language IVR and IRIDE Text Analytics

§ Set up phone numbers for incoming / outgoing calls

Speech recognition- engine ASR for Real time interaction trough voice

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Resources managementFocus on Voice Channel - IVR

Possibility to connect to a node of the IVR sending texts via SMS, mail, ...

CONSTRUCTION OF IVR TREEUser functionality with web-based interface without the need to write code (no coding)

AUDIO CREATIONTEXT TO SPEECH (TTS)AUDIO RECORDING

KEYBOARD DIGITATION

Interaction mode with IVR

Page 20: Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction

Lists and contacts management

§ Management of customers data fields

§ Management of customized fields

§ Management of sending time

§ Groups

Easy management of contacts both manually and by importing lists from external files.Grouping contacts in folders and lists for quick and effective campaign organization.

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Scheduling campaingsThe platform allows you to program the sending of the communication campaigns according to the times and the preferred modes for each of the available channels.

Scheduled campaigns allows to access to different delivery options • Start date• Time Start / Stop,....

IMMEDIATE DELIVERYOnce the resource has been completed and the target has been defined, the campaign is launched immediately

POSTPONED SENDINGCampaign sending can be postponed by setting the date and time of delivery.

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Monitoring

Real-time overview of the trends of mass communication campaigns

Type or name of campaign

Campaign StatusAttive | Non Attive In pausa |EliminateVoce |Sms |mail

% completed100% | 0% < 50% |> 50% Nr of success sent

SINGLE CAMPAIGN DETAIL

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Dashboard

NUMBER OF ADDRESS, MESSAGES (TREND, CHANNEL DETAIL

NUMBER OF MESSAGES SENT BY CHANNEL

NUMBER OF ERRORS AND TYPOLOGY

NUMBER OF CLICK BY LINK

BROWSER DETAIL AND OPERATING SYSTEMS

TENTATIVI DI CONTATTO

Real-time analysis of the progress of communication campaigns organized by synthesis (% of success / failure of the various campaigns, num.contacts, ranking failures) and for details of Failure attempts and Browser

EXPORT REPORT IN XML OR JSON (detail data of all channel)

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Technicalfeatures

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TECH

NIC

AL F

EATU

RES

Iride Call® Direct Marketing Platform

SaaS : it is distributed as a SaaS service and managed directly by the userScalability: custom distribution of the number of daily calls / SMS / EmailsRecall function: definition of the recall to be activated in case of non-responseSecurity: ensures the security of communications using the Transport Layer Security (TSL) protocolRecovery: recovery of temporary error situations in communications through appropriate messagingUser Recording: records events and provides information about user operations on campaigns and resourcesWeb-based & Corporate Integration: fully configurable via web and easily integrated with existing CRM / CTI systems in the company

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APPL

ICAT

IOO

N

LAYE

RFR

ON

T EN

D LA

YER

DATA

LA

YER

Logic architecture

FRO

NT

END

LAYE

R

Channel

WEB

Back-EndCAMPAIGN

PubblishChannel

E-mail

SMS

VOICE

Inside the Data Base I define the application profiling, I persist the configuration and the definition of the Campaigns.

IVR CORE

An external system can interoperate with the enginevia REST API (JSON)

REAL TIMEDinamic Routing(Inbound)

RULESCONTENT VIEW

WEB SERVICES

REST API JSON

TTS Component

Schedule Component

Template Component TRANSCRIPTION

CAMPAIGN PLATFORM

Outbound

Inbound /Outbound

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Benefits

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Typical problems How we deal with them

Iride Call® Direct Marketing Platform

Lack or reduced availability of management tools for internal and external communication on different channels

Scalable multi-channel platform depending on the needs of the customer and the breadth of the audience to be reached

Reduced installation costs thanks to the provision in SaaS and reduced operating costs through flexibility of scalability resources

Onerous setup and contact costs for planning, launching and managing communication campaigns

Difficulty in monitoring the progress of pre-established campaigns and reporting of results

Preparation of real time dashboards for monitoringof the status of the campaigns and subsequent analysis of theresults

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Use Case

Page 30: Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction

Success Case : Vodafone FIBER FTTH Outbound multichannel campaigns

Outbound communications service for the management of all phases of the sales cycle (contract stipulation, bills status, reminders, closures)

Integrated BI for campaign monitoring and analysis.

KPI REQUESTED 15% success leads20% success collection40% success windback

KPI ACHIEVED32% success leads37% success collection88% success windback

Project 2010- ongoing820 Working stations used

WELCOME LETTER SMS

BILL PAYMENT REMINDER

REMINDER SCADENZA SMS

BYE BYE LETTER MAIL

CANALI – SERVIZI ATTIVATI

Page 31: Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction

Success Case : Chebanca! Consumer web banking, deposit account and virtual banking.Fintech division Chebanca! Human Digital Bank Outbound multichannel campaignsOutbound communications service for the management of all phases of the sales cycle (contract stipulation, bills status, reminders, closures)

Integrated BI for campaign monitoring and analysis.

KPI REQUESTED 18% success leads8% success collection60% success verification

KPI ACHIEVED3% success leads22% success collection95% success verification

Project 2015- ongoing920 Working stations used

WELCOME LETTER SMS

LOAN PAYMENT REMINDER

REMINDER SCADENZA SMS

BYE BYE LETTER MAIL

CHANNEL – SERVICE ACTIVATED

Page 32: Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction

Success Case : Indosat MegaMediaHybrid Telesales Operations

Outbound communications service for the management of GIG FiberOptic services, Upselling campaing IPTV NexGIG)

Integrated BI for campaign monitoring and analysis.

KPI REQUESTED 15% success leads

KPI ACHIEVED28% success leads22% success collection

Project 2019- ongoing30 Working stations used

UPSELLING PROGRAM NEXGIG IPTV

INTERNET FIBER OPTIC SERVICES FTTH

CHANNEL – SERVICE ACTIVATED

Page 33: Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction

Client: Hello!

IRIDE CALL: Hello. This is an electronic service of Caixa Seguradora.

We have not identified the payment of your insurance bill. Would you like to receive the invoice?

Client: No.

IRIDE CALL: We have identified that your answer was "No". We would like to understand the reason. Has the payment

been made?

Client: Yes.

IRIDE CALL: Caixa Seguradora thanks you for your attention.

Page 34: Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction

Client: Hello!

IRIDE CALL: Hello. This is an electronic service of Caixa Seguradora. We have not identified the payment of your

insurance bill. Would you like to receive the invoice?

Client: I have already paid.

IRIDE CALL: Sorry, we will update our records. Caixa Seguradora thanks you for your attention.

Page 35: Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction

Client: Hello!

IRIDE CALL: Hello. This is an electronic service of Caixa Seguradora. We have not identified the payment of your insurance bill.

Would you like to receive the invoice?

(The client does not answer)

IRIDE CALL: I have not understood.

(The client does not answer)

IRIDE CALL: We have not identified the payment of your insurance bill. Would you like to receive the invoice?

Client: No.

IRIDE CALL: We have identified that your answer was "No". We would like to understand the reason. Has the payment been made?

Client: Yes, I have already paid.

IRIDE CALL: Sorry, we will update our records. Caixa Seguradora thanks you for your attention.

Page 36: Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction

IRIDE CALL: Hello. This is an electronic service of Caixa Seguradora. We have not identified the payment of your insurance bill.

Would you like to receive the invoice?

Client: I want.

IRIDE CALL: Say 1 for SMS or 2 for e-mail.

Client: Two.

IRIDE CALL: Your invoice has been sent to your e-mail. Would you like any additional information?

Client: No.

Page 37: Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction

Client: Hello!

IRIDE CALL: Hello. This is an electronic service of Caixa Seguradora. We have not identified the payment of your insurance bill.

Would you like to receive the invoice?

Client: No.

IRIDE CALL: We have identified that your answer was "No". We would like to understand the reason. Has the payment been made?

Client: Yes.

IRIDE CALL: Almawave thanks you for your attention.

Page 38: Campaign Management - IVR / sms / email · Marketing Campaign Automation Management Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction

IRIDE CALL: Hello. This is an electronic service of Bank X. We have not identified the payment of your insurance bill.

Would you like to receive the invoice?

IRIDE CALL: We have identified that your answer was "No". We would like to understand the reason. Has the payment been made?

Client: Yes.

IRIDE CALL: Caixa Seguradora thanks you for your attention.