Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved.
Outbound Solutions from AvayaWhat’s New?
Andee Castillo, Outbound Solutions Consultant
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Topics
Outbound Market Dynamics
Avaya’s Outbound Offers
Avaya Proactive Outreach Manager (POM)
What’s New In Proactive Contact 5.1
Q & A
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Avaya, Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
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Market Growth
IB/OB Blend
Outbound Only
Multi - Channel
Traditional• Collections
Proactive Outreach• Collections• Telemarketing• Customer Service• Appointment
reminders• Surveys• Loyalty Calling• Automated Agents• SMS• Email
Traditional +• Collections• Telemarketing• Welcome Calls• Winbacks
Mid-late 1980’s 1990’s 2000’s
Evolution of Outbound Dialling
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Today’s customers want to be served in their channel of choice…
Source: Webtorials Editorial/Analyst Division
63%
15%27% 27% 27%
9%15%
8% 10% 9%
Voice
(agent)Fax
Voice
(self)Email Web SMS Chat Video
Social
MediaIM
Live Voice (agent based) interactions still dominate customer preferences, but others channels are growing in popularity
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Avaya’s Outbound Offers
Avaya’s premier dedicated outbound dialer
PG230 “Hard Dialer”
CTI “Soft Dialer”
15th generation application
3 Types of Blending Ability to deliver 1
way OB voice notifications, with opt-out
Proactive Contact
Stand Alone
Integration between Proactive Contact & Experience Portal (Dialer & IVR)
Two Best in Class solutions Provides “Proactive Outbound Self Service”
Dialer places call, passes live connect to IVR
Live agent & Automated Notifications, plus conditional branch logic
Proactive Outreach
Integrated
A turnkey, bundled solution for mid-market (<250 agents)
Uses IP Office Switch (no PG230)
Includes: Proactive
Contact 5.1 Web based
agent Scripting Recording Analytics
Outbound Contact Express
Bundled
Avaya’s Next Generation Outbound
Proactive Contact & Experience Portal on a common server
Live agent & multi-channel from a single platform
POM 2.5 (Automated Notifications only) released in 2012
POM 3 (live agent) Available today
Unified
Proactive Outreach Manager (POM)
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You Asked, We ListenedProactive Contact 5.0 Feature List Summary
TelephonePG230 IP Card
Enhanced Cell Phone Detection*
ProductivityAutomatic Record Selection for Job
LinkingReal-Time Record Selection Support
Unit Work List Compatibility with Infinite Lists
Multi-Unit Select for Unit Work List Jobs*Virtual Job “Opt-Out”
Internet Monitor Enhancements
Real-time Scheduling Execution
Extend Agent Joblist Functionality *
Automatic Recalls for Completed Jobs*
Automated Agent Monitoring Transition**Customer Requested Feature/Enhancement (GRIP)
BlendAgent Blend Support for Avaya Aura®
Contact Center*Simultaneous Agent and Call Blending
AdministrativeEnhanced SNMP Support
Strengthened Password SupportSimultaneous Campaign Alert*
Enhanced Oracle Database DocumentationSMTP Support*
Logical Code IsolationUpgrade Simplification
Miscellaneous Improvements (see detail)Hardware and Software
Miscellaneous Improvements (see detail)
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Real Time Change Of Selection Records
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Real Time Change Of Selection Results
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Real Time Change Of Selection Sort
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Automatic Record Selection for Job Linking
In this release of Proactive Contact, the users are provided with controls that allow them to have the Record selections on Linked Jobs run automatically right at the end of the current Job.
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Multi-Unit Selection for Unit Work List Jobs
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You Asked, We ListenedProactive Contact 5.0 Feature List Summary
TelephonePG230 IP Card
Enhanced Cell Phone Detection*
ProductivityAutomatic Record Selection for Job Linking
Real-Time Record Selection Support
Unit Work List Compatibility with Infinite Lists
Multi-Unit Select for Unit Work List Jobs*
Virtual Job “Opt-Out”
Internet Monitor Enhancements
Real-time Scheduling Execution
Extend Agent Joblist Functionality *
Automatic Recalls for Completed Jobs*
Automated Agent Monitoring Transition*
*Customer Requested Feature/Enhancement (GRIP)
BlendAgent Blend Support for Avaya Aura®
Contact Center*Simultaneous Agent and Call Blending
AdministrativeEnhanced SNMP Support
Strengthened Password SupportSimultaneous Campaign Alert*
Enhanced Oracle Database DocumentationSMTP Support*
Logical Code IsolationUpgrade Simplification
Miscellaneous Improvements (see detail)Hardware and Software
Miscellaneous Improvements (see detail)
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PC5 Internet MonitorSummary Campaign and Agent Data via the Web
Job Status and Detail Views Agent Status and Detail Views
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You Asked, We ListenedProactive Contact 5.1 Feature List Summary
Current Release
Multi-Tenancy*
10 Dialers per Pod*
Support Longer Calling List Names (GRIP1350)*
Automated Release Agent to Ready for Answer Machines (GRIP 6004)*
Oracle 11g
Enhanced IQ Reporting Events
Out of Area Code Cell Phone Time Zone Handling*
Simplified Supervisor Install
*Customer Requested Feature/Enhancement (GRIP)
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Tenants
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Creating a tenant
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Automated Agent Release to Ready Avaya Proactive Contact connects all calls to a live
agent and the system continues to detect answering machines. If the system detects an answering machine, the administrator can configure the Avaya Proactive Contact system to perform one of the following actions:– End the call without playing a message and place the
agent in the ready mode.– Play a message on the answering machine but also place
the agent in the ready mode.– Leave the answering machine with an agent
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Proactive Outreach Manager3.0
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Proactive Outreach Manager
What is it? A complete solution to create and manage all outbound
communications including agent-based predictive dialing campaigns as well as agent-less voice, email, and SMS notifications and interactive services
Why does it matter? Enables organizations to proactively reach out to
customers with the right information at the right timeat the lowest possible costs, resulting in increased customer satisfaction and loyalty, lower overall costs of service and improved inbound call volume management
How does it work? Run with Avaya Aura Experience Portal and Avaya’s
assisted contact center solutions (CC-Elite) Unified agent administration, Inbound/Outbound blending,
Agent desktop APIs Provide personalized Voice, SMS, Email interactive
services paced automatically to inbound service levels Powerful strategy builder to escalate between agent-less
voice, e-mail and SMS AND agent-based predictive, preview, progressive tasks to ensure right-party connects
Extensive web services for rapid integration
Campaign+
Customer data
SIP
Proactive Outreach Manager
Live Agent(only as needed from notification)
Voice
Text
E Mail
Live AgentPredictive
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Outreach Flexibility Agent Efficiency Lower TCO
POM Design Objectives
• Unified system for automated notifications and predictive agent-based dialing
• Single strategy to seamlessly escalate from automated E-mails, SMS, voice to Preview, Progressive, Predictive
• More live connects due to superior call detection & dialing algorithms
• Inbound/Outbound blending• Common Agent APIs for desktop• Agent scripting
• Single vendor solution• Integrated with Avaya’s contact
center solutions & Avaya Aura Experience Portal
• Lower cost per success – Sale, Promise to Pay, Renewals, etc.
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“Your subscription is set to expire in 60 days! To save time and 5%, renew on-line now at
www.renewnow.com”
“Thank you for your renewal! We appreciate your business! Please visit www.company.com
“Your subscription is about to expire. We can help you avoid all the hassle and renew now
over the phone, and save you 5%!”
“Your subscription is about to expire. We value you as a customer and help you renew now and
save you 5%!”Agent
Phone call
Automated Email
Automated Voice
Notification
SMS or email
Design a multi-layered strategy that supports you business model …
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…and let the system manage channel escalations automatically
Live Voice Pass to Agent
Voicemail
Custom Voicemail message: “Sorry we missed you. Your
delivery is planned for tomorrow 11 AM!
Ring - No Answer
Attempt additional try in 2 hours then move to text or
Busy Retry in 10 minutesCustomer
SIP
Proactive Outreach
Live Agent
Voice
Text
E Mail
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POM 3.0 content highlights Agent-based dialing with Preview, Progressive and Predictive
Modes for CC-Elite Skills-based agent inbound and outbound blending Common POM Agent APIs for desktop 2-way SMS and 2-way Email Automated skills-based pacing of agent-less multimedia
outbound for AACC in addition to CC-Elite (CC-Elite released in POM 2.5)
Campaign and Agent real-time and historical reporting Call Recording with Avaya WFO Extensive Web Services (e.g. post-processing of results from
job) 3.0
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Outbound Campaign Life-cycle
Create Strategies, Campaigns
Run / Monitor
Campaigns
Campaign Reporting
Post-processing
/ Export
Import Data Contact
Lists
SIP
Proactive Outreach Manager
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Home Page – Overall view of System
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Contact Lists
Easy editing of any customer record within the outreach list.
Flexible search and sort to easily view and modify lists.
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Preview, Progressive, Predictive
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Skills-based Blending Ensures inbound customer experience per skill is
optimum while maximizing outbound productivity Monitor parameters - Queue length, EWT, ASA, %
Service Level Blender constantly checks for thresholds
POMBlender
POMBlender
Release agent to Inbound Queue
Acquire more agents for campaign
Real-time inputs from Inbound/Outbound
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Real-time Monitor: Agent & Campaign Details
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POM - Reporting
Agent Activity Detail Report
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Proactive Outreach Manager Reports
Campaign Detail– Contains all contact attempts
history for a campaign
Campaign Summary– Summarized data showing
number of call/email/SMS attempts made by campaigns
Completion Code Summary– Summarized data about various
completion codes and their counts
Completion Code Trends– Hourly trends showing number of
contacts attempted with their completion codes
Nuisance Call Summary
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POM-Version 3.0: Agent Desktop & Agent Scripting Agent Desktop
– All agent desktops working with POM shall utilize a common agent desktop API created by POM
– For CC-Elite, there are multiple choices:– 3rd party desktop certified by Devconnect and re-sold by Avaya (made by Inisoft)
– Web-based or thick client– 3rd party desktop acquired directly from partners (e.g. Amtelco or Callscripter)
– May or may not be Devconnect certified– Custom desktop created by customer engaging internal or Avaya Professional Services
resources
Agent Scripting– All agent scripting working with POM shall utilize a common agent scripting
integration API created by POM– Agent scripts are defined per job and are callable using a url with
parameters– For CC-Elite, agent scripts to fit into the multiple desktop choices listed
above
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synTelate and Avaya Partnership. – 12 years
Avaya Proactive Contact
Outbound / Inbound / Blended
Global OEM agreement Avaya material codes Support, PS and
Licencing through Avaya Global presence Large install based
Avaya Proactive Outreach manager
POM 3.0
+ Avaya’s out of the box
desktop for POM 3.0 API’s developed in
partnership with Inisoft
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Details Pages
External Data ( e.g. From a CRM)
SynTelate Script
SynTelate Desktop details…
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SynTelate POM Toolbar : Features are activated according to POM capabilities
Call / Wrap/ Preview/ Consult Timer
POM Campaign / Call State / Agent State
POM Contact List Data
SynTelate Desktop details (cont.)
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Extensive Web Services for Rapid Integration
Reports
Customer Systems
Status
Contact Selection
JDBC WebServices
StatusUpdates
E Mail
Text
Voice
Customer Data
Campaign
Proactive Outreach Manager
Administration
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Optimization
Overview of APS offers for POM 3.0
Enablement Innovation
POM DeploymentAgent-lessAgent-based (w/ SynTelate)Combined (w/ SynTelate) POM on-site Knowledge Transfer AAEP/AAOD on-site Knowledge Transfer
Advanced Software Applications Personalized applications:
• Interactive Notification (multi-purpose)
• Proactive Outreach for Payments (POPS)
• Appointment Reminder
• Survey
Custom Applications Development
Application Consulting Advanced Solution Assessment
Program (ASAP)
Speech Applications Tuning
Usability Testing
Advisory Services for Customer Experience Strategic Consulting
Advanced Solution Architecture
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Summary
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POM - Version 3.0 Summary
Augment & Evolve– Augment agent-based outbound with agent-less– Evolve to a complete 360 degree interaction solution increasing
efficiency and effectiveness of outreach POM 3.0 with CC-Elite Agents
Outbound Multimedia channels (Voice, SMS, eMail) Supports concurrent agent-based and agentless campaigns Custom or 3rd party agent desktop, Unified Agent Administration,
Agent Blending Graphical, 3rd party agent scripting tool AAEP-resident solution without specialized call-classification
dialer H/W COTS/PVI deployment model for AAEP and POM components
Strong, Competitive Roadmap Ahead
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Investment Protection and Migration Proactive Contact 5.x or Later
– Customers with Upgrade Advantage are eligible for free license migration to POM 3
Proactive Contact 4.x or earlier with or without Upgrade Advantage– Must upgrade to PC 5.1 (software only) which then entitles
you to free license migration to POM 3
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Summary: We’ve got you covered
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World Class Implementation & Support: AVAYA PSO & CUSTOMER SUPPORT
Business Partner Community:AVAYA CERTIFIED PARTNERS & AVAYA CONNECT
High Production, Enterprise Dialing Solution: PROACTIVE CONTACT
Multi-channel Inbound, Outbound & Blend: P.O.M.
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Q&A
Thank You
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