LCM_FeatureList_3.0
2
LCM FOR CISCO UCCE LIST & CAMPAIGN MANAGEMENT Feature List Highlights • Agent / Executive mapped contacts Specialized or high value customer segments often require personalized care. Typically, groups of agents are not skilled or appropriate to support these customer segments. Agent-based campaigns allows for personalized service by mapping one agent exclusively to a customer. Utilize the efficiency and functionality of an outbound campaign but with one on one service. Some examples of where agent based campaigns can be used include: • Financial - mortgage or high value, complex loans • Education Services - Student acquisition / enrollment • Healthcare - Expert or Follow-up care • Collection Services - High delinquency or risk, work-out plans • Customer Care / Telemarketing - High value handling, special offers Agents can be assigned exclusively to a single Agent Based Campaign or also be included in other group oriented campaigns, even if they are mixed mode (Predictive and Preview). This ensures that agent productivity stays at peak levels when specific callback records are depleted or an intra-day call strategy has changed. • Dialing status Alert Increase the efficiency of your operation through more informed decision making. Administrators can determine when a segment of records are near completion to determine whether or not to change campaign strategies or prepare more contacts. • Priority callback from external sources like Web, ATM, Kiosk etc Communicate with existing or potential customers quickly from anywhere. Customers now interact with businesses from a variety of places like the web, kiosks, ATM’s, etc. LCM now supports gathering and processing contacts from customers and quickly connecting them with agents. Priority callback prioritizes these contacts over scheduled campaigns. • Support for Finesse Agent Desktop for UCCE 9.x LCM customers can now leverage the power of Finesse at the Agent Desktop. • Separate strategies for contacts to be called back • LCM supports 3 box architecture • Support for Windows 2012 • Support for MSSQL 2012 • Support for Finesse Agent Desktop for UCCE 9.x • Allows us to upload a National level DNC list • Ability to configure DNC by Channel • Enables contacts to be scrubbed against a statutory level DNC database while uploading contacts. • Availability of Historical reporting data in hour, Day, week and Month format • Historical Reports based on Global List ID • Ability to define system wide Dimensions to report across campaigns • Alerts to administrator when the eligible records for dialing per day are less than the threshold set • Option to configure the preferred call back time while chaining • Option to create multiple upload profile/template with specific operation like update, overwrite or append contact and business data to campaigns • Option to create profile/template to manage scrub, Enterprise DNC and National DNC • Option to enable duplicate filter on closed records NEW FEATURES FOR 3.0
-
Upload
sathya-kumar -
Category
Documents
-
view
214 -
download
0
description
LCM_FeatureList_3.0
Transcript of LCM_FeatureList_3.0
-
LCM FOR CISCO UCCE LIST & CAMPAIGN MANAGEMENT
Feature List Highlights
Agent/ExecutivemappedcontactsSpecialized or high value customer segments often require personalized care. Typically, groups of agents are not skilled or appropriate to support these customer segments. Agent-based campaigns allows for personalized service by mapping one agent exclusively to a customer. Utilize the efficiency and functionality of an outbound campaign but with one on one service. Some examples of where agent based campaigns can be used include:
Financial-mortgageorhighvalue,complexloans EducationServices-Studentacquisition/enrollment Healthcare-ExpertorFollow-upcare CollectionServices-Highdelinquencyorrisk,work-outplans CustomerCare/Telemarketing-Highvaluehandling,specialoffers
AgentscanbeassignedexclusivelytoasingleAgentBasedCampaignor also be included in other group oriented campaigns, even if they are mixed mode (Predictive and Preview). This ensures that agent productivity stays at peak levels when specific callback records are depleted or an intra-day call strategy has changed.
DialingstatusAlertIncrease the efficiency of your operation through more informed decision making. Administrators can determine when a segment of records are near completion to determine whether or not to change campaign strategies or prepare more contacts.
PrioritycallbackfromexternalsourceslikeWeb,ATM,KiosketcCommunicatewithexistingorpotentialcustomersquicklyfromanywhere.Customersnowinteractwithbusinessesfromavarietyofplacesliketheweb,kiosks,ATMs,etc.LCMnowsupportsgatheringand processing contacts from customers and quickly connecting them with agents. Priority callback prioritizes these contacts over scheduled campaigns.
SupportforFinesseAgentDesktopforUCCE9.xLCMcustomerscannowleveragethepowerofFinesse at the Agent Desktop.
Separatestrategiesforcontactstobecalledback
LCMsupports3boxarchitecture
SupportforWindows2012
SupportforMSSQL2012
SupportforFinesseAgentDesktopforUCCE9.x
AllowsustouploadaNationallevelDNClist
AbilitytoconfigureDNCbyChannel
EnablescontactstobescrubbedagainstastatutorylevelDNCdatabasewhileuploadingcontacts.
AvailabilityofHistoricalreportingdatainhour,Day,weekandMonthformat
HistoricalReportsbasedonGlobalListID
AbilitytodefinesystemwideDimensionstoreportacrosscampaigns
Alertstoadministratorwhentheeligiblerecordsfordialing
perdayarelessthanthethresholdset
Optiontoconfigurethepreferredcallbacktimewhilechaining
Optiontocreatemultipleuploadprofile/templatewithspecificoperationlikeupdate,overwriteorappendcontactandbusinessdatatocampaigns
Optiontocreateprofile/templatetomanagescrub,EnterpriseDNCandNationalDNC
Optiontoenableduplicatefilteronclosedrecords
NEW FEATURES FOR 3.0
-
LCM FOR CISCO UCCE LIST & CAMPAIGN MANAGEMENT
Feature List Highlights (continued)
[email protected]|+1(888)946-6878(NorthAmerica/Europe) | +91446108-4800(APAC/MEA)| http://acqueon.com
CALLSTRATEGYMANAGEMENT Abilitytoconfiguremultiplecallingnumbersfor
individual contacts in each campaign Flexibilitytoswitchacrossmultiplechannelsforan individual contact in a single campaignMaintaincompletecontrolofacontactacrossmultiple
numbers throughout its life cycleContactsarerescheduledtoalternatenumbersbased
on the number of retries configured for each number within a campaign
LCMallowscustomconfigurationforthenumberofglobal retries for a contact across multiple numbers
COMPLIANCE Timezonemanagement Holidayschedule Three-tierdo-not-calllistmanagementglobal,
campaign-specific and national TimedDNC State-specificcompliancemanagement
BUSINESSFLOWMANAGEMENT Multiplebusinessoutcomesforeachcampaign Dialplansforindividualbusinessoutcomesto
maintain contact lifecycle Recallstrategyforindividualbusinessoutcomes
to maintain contact life cycle Supportforcampaignchainingwithcopyand
move options
CONTACTSELECTION Powerfulcontact-selectionalgorithmsbasedon
market strategy Customcontact-selectionfiltersbasedon
business parameters
MULTICHANNELCONTACTMANAGEMENT SupportforSMSandemailchannels SMSandEmailMarketingcampaigns
DESIGNINGCAMPAIGN-SPECIFICAGENTAPPLICATIONS CTIplug-inavailableonCisco-basedscreenpops
to capture business outcomes Opensystemarchitecture IntegrationwiththeUnifiedCCEplatformoverdatabase
PACINGMODES StandardvoicepacingmodesofferedbyUCCEdialer ProgressiveSMS Progressiveemail(emailblastersupported)
DATAUPLOADS Administrativetoolusedtoconfigureand
upload contacts Connecttodatabaseorutilizeflatfiles Supportforpartialupdatefordatarefresh
AUTOMATECAMPAIGNRUNTIME Configurecampaignruntime,daterange,and
specific days
SUPPORTFORMULTI-TENANTANDHOSTEDENVIRONMENTS Multi-tenancycapabilities Privacyofcampaign,customer,andlistdata Optiontopartitionpremise-basedinstallationwith
disparate business units or departments Abilitytocustomizesupervisorreal-timemonitors
and reports based on needs of individual entities
THIRDPARTYAPPLICATIONINTEGRATION Onecentralizedagentscreenwithquickaccessto
information
AGENTDESKTOP Thinandthickclientsupportwithicon-basedtabs SeamlessintegrationwithoutoftheboxCiscoAgent
Desktop
MULTIPLELANGUAGES SupportslanguagesinadditiontoEnglish Simultaneoussupportandoptiontoconfigurea
separate language for each tenant.
ADDITIONALTECHNICALUPDATES(2.0) Supportfor64-bitoperatingsystems Automaticdeliveryofnoticesandreportsincaseof
system/processfailure Increasedhandlingpower
