List & Campaign Manager for Unified CCE Dialer<br />Overview<br />
Agenda<br />About Acqueon<br />The Need<br />List and Campaign Manager (LCM) Overview<br />Features of LCM<br />LCM Applic...
About Acqueon<br />
Acqueon Technologies Inc<br />Acqueon Technologies Inc specializes in developing products and solutions for the Customer I...
Acqueon Technologies Inc<br />Acqueon products and solutions also offer a compelling Total Cost of Ownership (TCO), which ...
The Need<br />
The Need – Contact Management<br />It is 2PM. The telemarketing agent calls a platinum customer. The customer picks up and...
The Need – Campaign Management<br />Customer is called on his / her mobile, home number, and office landline. Same service...
The Need – Multi Channel Support<br />Your collection agency needs to remind this customer of his impending due date and a...
The Need – List Management<br />You need to call your high value customers in the first half of the day and then call othe...
The Answer – List & Campaign Manager (LCM) for Cisco Unified CCE Dialer<br />
LCM for Cisco Unified CCE Dialer<br />LCM (List & Campaign Manager) for Cisco Unified CCE Dialer provides powerful List & ...
Features<br />Auto scheduling of campaigns – Controls Campaign runtime automatically<br />Specify hours of operation each ...
Features<br />Business Flow Management<br />Set multiple business outcomes for each campaign<br />Define dial plans for in...
Features<br />Scripting<br />For SMS and Email Campaigns<br />Time zone management<br />Do-not-call list management<br />D...
LCM Applications & SDK<br />Controller<br />Used by administrator for LCM administration<br />Monitor<br />Used by supervi...
Business Benefits<br />Business verticals like the financial sector can glean benefits of the Unified CCE platform as the ...
Business Benefits<br />Maximizes yield from the records<br />Increases the number of productive calls to customer<br />Enh...
Pacing Modes<br />
Pacing Modes<br />Voice using the Cisco Unified CCE Enterprise Dialer<br />Progressive SMS<br />Progressive Email (Email B...
Cisco Voice<br />LCM<br />Cisco Unified CCE Dialer<br />To customer<br />Call Status<br />DB<br />Cisco<br />DB<br />Call ...
Progressive SMS<br />LCM<br />Send SMS to mobile # using GSM modem<br />Form SMS message in SMS script<br />DB<br />In Pro...
Progressive Email<br />Send Email Using SMTP configured for Outbound.<br />Form Email Message in Email Script<br />LCM<br ...
Dial Plan<br />
Dial Plan<br />
Dial Plan<br />LCM offers a very powerful rescheduling of calls using a dial plan<br />For any call outcome, various setti...
Dial Plan - Modes<br />A mode is basically the number to dial out<br />For a dial plan various modes can be set<br />Basic...
Dial Plan – Across Channels<br />A dial plan mode can be across channels<br />For example, a mobile number mode can be wit...
Dial Plan – Business Outcomes<br />LCM offers the flexibility to design a Dial Plan based on Business Outcomes.<br />Depen...
Dial Plan & Modes - Voice<br />
Dial Plan & Modes - SMS<br />
Dial Plan & Modes - Email<br />
Customer Scenario ..1<br />Customer is running a collection campaign<br />Each contact has multiple numbers, home, office ...
Configured Dial Plan ..1<br />Customer is called for the first time at his home number at 08:00, It being “Busy”, it is re...
Customer Scenario ..2<br />Same as Customer Scenario ..1<br />Customer is running a collection campaign<br />Each contact ...
Configured Dial Plan ..2<br />Initially the dialing pattern is similar to Configured Dial Plan ..2<br />Now if mobile numb...
Customer Scenario ..3<br />Customer is a Telco and only mobile numbers are uploaded<br />Customer wants to conduct a surve...
Configured Dial Plan ..3<br />Customer is first sent an SMS with the impending Survey message<br />On Success of the SMS t...
Contact Selection<br />
Contact Selection<br />LCM can be configured to select contacts in different modes<br />Increase Market Spread <br />Selec...
Contact Selection – Flows<br />Callback contact<br />- Scheduled now<br />- Decreasing priority<br />Callback contact<br /...
Key Contact Selection Parameters<br />LCM provides specific parameters for unique Contact Selection<br />Specify preferred...
Contact Selection – Using Business Parameters<br />Any number of custom queries can be designed on a per campaign basis.<b...
Inbuilt Contact Selection Algorithms<br />Inbuilt Contact Selection algorithms are available and can be used based on Busi...
Scripting<br />
Scripting<br />LCM offers powerful scripting options which can be configured using visual basic scripting<br />SMS Script<...
Typical SMS Scripting<br />
Scripting<br />Email Script<br />Email scripts are used to form the Email message to be sent.<br />Using a standard templa...
Typical Email Scripting<br />
Time zone & DNC<br />
Time Zone Management<br />While uploading contacts, time zones can be specified for each contact<br />LCM will internally ...
Do Not Call List<br />DNC filtering is done only while uploading contacts<br />DNC database is not maintained by LCM, but ...
LCM Controller – Administrative Tool<br />
LCM Controller<br />
Campaign Management<br />Create new campaigns and set details like<br />Pacing mode<br />Campaign run times<br />Dial plan...
Campaign Management<br />Campaign Runtime<br />Specify Date range.<br />Specify daily start and stop time.<br />Specify di...
Controller – Contact Upload<br />
Controller – Contact Upload<br />Contacts can be uploaded through the controller<br />Contacts can be uploaded by connecti...
Control Contacts – Block<br />Specific contacts can be blocked from the uploaded contact list if desired<br />Contacts can...
Control Contacts – Reschedule<br />Specific contacts can be rescheduled from the uploaded contact list if desired<br />Con...
LCM Monitor – Reporting Tool<br />
LCM Monitor<br />Historical campaign measurement tool using crystal reports<br />Campaign monitor and campaign reports<br ...
Monitor – Historical Reports<br />Campaign reports<br />Campaign summary<br />Call back details<br />Failed call report<br...
Key specific
Failed calls
Campaign summary
Campaign list
User list
Call outcome
Business outcome</li></li></ul><li>Agent Call Back Report<br />Campaign Summary Report<br />Failed Call Report<br />Call O...
DNC Block List Report<br />Business Outcome Report<br />Campaign Summary Report<br />Key Specific Report<br />
Monitor – Graphical Reports<br />
LCM SDK<br />
LCM Agent Component<br />LCM agent component is an Active X control<br />All functionalities of LCM can be achieved using ...
LCM Agent SDK Methods<br />Agent<br />LCM DB <br />Set Outcome<br /><ul><li>Voice outcomes
Standard outcomes
Business outcomes
Set internal DNC
Set Campaign specific DNC</li></ul>LCM Agent SDK used in screen pop User Interface<br />Set Callback<br /><ul><li>General ...
Out Of the Box Agent Application<br />
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Acqueon's LCM - For Cisco Unified CCE Dialer - Presentation

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A presenation file which provides a detailed take on the robust featureS OF LCM for Cisco's Unified CCE dialer.

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Acqueon's LCM - For Cisco Unified CCE Dialer - Presentation

  1. 1. List & Campaign Manager for Unified CCE Dialer<br />Overview<br />
  2. 2. Agenda<br />About Acqueon<br />The Need<br />List and Campaign Manager (LCM) Overview<br />Features of LCM<br />LCM Applications<br />Reports<br />
  3. 3. About Acqueon<br />
  4. 4. Acqueon Technologies Inc<br />Acqueon Technologies Inc specializes in developing products and solutions for the Customer Interaction Management (CIM) industry<br />These products and solutions use business logic to deliver a distinctive customer experience by enabling organizations to not just interact with their customers – but relate<br />
  5. 5. Acqueon Technologies Inc<br />Acqueon products and solutions also offer a compelling Total Cost of Ownership (TCO), which is further enhanced by rapid deployment<br />Acqueon products and solutions handle millions of transactions every day at multiple sites and are implemented across various verticals such as Banking, Insurance, Retail, Telecom, Healthcare, and Education among others, in over 17 countries<br />
  6. 6. The Need<br />
  7. 7. The Need – Contact Management<br />It is 2PM. The telemarketing agent calls a platinum customer. The customer picks up and rudely shouts “didn’t I tell you guy to only call me after 6 PM”<br />You just lost your business with this customer<br />Had you been able to set a preferred calling time based on the individual needs of a customer you would have actually made a sale now<br />
  8. 8. The Need – Campaign Management<br />Customer is called on his / her mobile, home number, and office landline. Same service. Same day. Three different agents<br />You have one unhappy customer who is tired of telling you that you have called before<br />Had you been able to do better contact management handling multiple numbers of a customer seamlessly, customer retention would have been higher<br />
  9. 9. The Need – Multi Channel Support<br />Your collection agency needs to remind this customer of his impending due date and amount, but he just refuses to answer his mobile or its always busy<br />Failed to meet collection targets as the customer was not reminded on time<br />If my dialer had supported multiple channels I could have sent him an SMS today with his reminder while rescheduling the call tomorrow<br />
  10. 10. The Need – List Management<br />You need to call your high value customers in the first half of the day and then call others<br />Failed to target specific customer segments based on business demands<br />If my dialer had supported contact selection based on my customer segments I could have controlled the calling pattern as required by my business<br />
  11. 11. The Answer – List & Campaign Manager (LCM) for Cisco Unified CCE Dialer<br />
  12. 12. LCM for Cisco Unified CCE Dialer<br />LCM (List & Campaign Manager) for Cisco Unified CCE Dialer provides powerful List & Campaign management capabilities for the Unified CCE Dialer<br />LCM also offers outbound capabilities for SMS and Email channels over the Unified CCE platform<br />LCM offers agent side SDK, which enables agent applications to set business outcomes for contacts handled and control the contact life cycle within the list<br />
  13. 13. Features<br />Auto scheduling of campaigns – Controls Campaign runtime automatically<br />Specify hours of operation each day<br />Specify different hours of operation for specific days<br />Specify days of the week it should not run<br />Specify Holidays across years<br />Dial Plan Management<br />Offers multiple calling numbers with different times of operation to be uploaded with individual contacts<br />Control contact life cycle with the Dian plan<br />Switch across channels within a dial plan for the same contact<br />
  14. 14. Features<br />Business Flow Management<br />Set multiple business outcomes for each campaign<br />Define dial plans for individual business outcomes to maintain contact lifecycle<br />Contact selection<br />Powerful contact selection algorithms based on market strategy<br />Allows custom contact selection filters based on business parameters<br />Multi Channel Contact Management<br />Supports SMS and Email Channels<br />Marketing Campaigns for SMS and Email can be executed.<br />Within a Voice campaign contacts can be switched to SMS or Email. Very useful for Business like Collections<br />
  15. 15. Features<br />Scripting<br />For SMS and Email Campaigns<br />Time zone management<br />Do-not-call list management<br />Designing campaign-specific agent applications on the run<br />SDK plug in on Cisco based screen pops to capture Business Outcomes or set Callbacks<br />Strong historical reporting of campaigns<br />Open system architecture<br />Designed for quick installation and deployment<br />Support for Unified CCE version 7.2 & 7.5<br />
  16. 16. LCM Applications & SDK<br />Controller<br />Used by administrator for LCM administration<br />Monitor<br />Used by supervisors for historical reports<br />SDK<br />Used in custom agent applications to set business outcomes or set callbacks<br />Out Of the Box Web based Agent Application<br />Can be used with both CAD or CTIOS based agent applications<br />Call Guide<br />Used in custom agent applications as an agent question prompter<br />
  17. 17. Business Benefits<br />Business verticals like the financial sector can glean benefits of the Unified CCE platform as the contact management strategy based on business outcomes is seamlessly handled by LCM<br />LCM enhances Unified CCE list and campaign management capabilities bringing in greater business focus to contact management flows of the organization<br />
  18. 18. Business Benefits<br />Maximizes yield from the records<br />Increases the number of productive calls to customer<br />Enhances business returns<br />Increase customers contact points<br />Customers can be contacted across multiple channels if Voice channel fails<br />Enhance customer experience<br />Reduce customer abandonment and irritation<br />Customer are contacted at the right time and through the right channel<br />
  19. 19. Pacing Modes<br />
  20. 20. Pacing Modes<br />Voice using the Cisco Unified CCE Enterprise Dialer<br />Progressive SMS<br />Progressive Email (Email Blaster also supported)<br />Shift contacts across channels within the same campaign as desired<br />
  21. 21. Cisco Voice<br />LCM<br />Cisco Unified CCE Dialer<br />To customer<br />Call Status<br />DB<br />Cisco<br />DB<br />Call Status<br />LCM ‘Cisco Voice” pacing modes passes the control of dialing to the Unified CCE Dialer<br />All list and campaign management features are executed by the LCM platform<br />Call outcomes status are fed back into LCM to execute dial plans and business outcomes<br />
  22. 22. Progressive SMS<br />LCM<br />Send SMS to mobile # using GSM modem<br />Form SMS message in SMS script<br />DB<br />In Progressive SMS, the system sends an SMS from a GSM Modem (multiple GSM modems can also be used)<br />No agents are involved and the system can be automated<br />Mostly used for reminder campaigns or advertising new products of a company<br />
  23. 23. Progressive Email<br />Send Email Using SMTP configured for Outbound.<br />Form Email Message in Email Script<br />LCM<br />To Customer Email ID<br />Receive Email Errors Using POP3<br />Update Contact Dial Plan based on Email Error<br />From Customer Email Service Provider<br />DB<br />The system sends an Email using SMTP; multiple Email outbound engines can be configured<br />Emails outcomes can be captured for errors like “Mail Box Full”, “Invalid Email ID”, etc and respective Dial Plan can be applied<br />From and Reply address can be configured as well as Email Blast option is available where same content Email will be blasted across to multiple customers<br />
  24. 24. Dial Plan<br />
  25. 25. Dial Plan<br />
  26. 26. Dial Plan<br />LCM offers a very powerful rescheduling of calls using a dial plan<br />For any call outcome, various settings can be done to govern the future behavior<br />Reschedule the call after specific days, hours or minutes<br />Set maximum no. of retries for dialing a contact<br />Adjust priority of a contact by increasing or decreasing it<br />Change the mode of dialing<br />For example, dialing residence number after failing to reach the customer on his mobile phone number<br />Or close a contact<br />
  27. 27. Dial Plan - Modes<br />A mode is basically the number to dial out<br />For a dial plan various modes can be set<br />Basic modes are like home, office or mobile number<br />Modes can have different start and end times and LCM will automatically change modes while rescheduling a call when a mode is no longer valid for dialing out<br />Modes can have weightage attached to them and the mode with the highest weightage is selected when multiple modes are valid at any given time<br />
  28. 28. Dial Plan – Across Channels<br />A dial plan mode can be across channels<br />For example, a mobile number mode can be with channel type voice as well as channel type SMS<br />Mobile – voice with higher priority, dialing out fails due to ‘No Answer’, it can be rescheduled for a SMS through the mobile – SMS mode<br />
  29. 29. Dial Plan – Business Outcomes<br />LCM offers the flexibility to design a Dial Plan based on Business Outcomes.<br />Depending on the Success or Failure status of an outcome a contact can be closed, ‘Do Nothing’ or rescheduled as required.<br />Customers need not upload fresh contacts every day into different campaigns.<br />
  30. 30. Dial Plan & Modes - Voice<br />
  31. 31. Dial Plan & Modes - SMS<br />
  32. 32. Dial Plan & Modes - Email<br />
  33. 33. Customer Scenario ..1<br />Customer is running a collection campaign<br />Each contact has multiple numbers, home, office and mobile<br />Customer wants to call each number at different times of day<br />
  34. 34. Configured Dial Plan ..1<br />Customer is called for the first time at his home number at 08:00, It being “Busy”, it is rescheduled<br />The contact is tried again at 08:30 and 09:00 on his home number and each time it is busy<br />Now when the contact is rescheduled for 09:30, instead of the home number, it is scheduled for Office number as Office1 is valid mode after 9:00 AM<br />Similarly if office number would fail continuously it would reschedule for the mobile mode<br />For any voice failure outcome like “Busy”, “No Answer”, etc it is set to be rescheduled after 30 minutes for a maximum of 4 retries for each number<br />
  35. 35. Customer Scenario ..2<br />Same as Customer Scenario ..1<br />Customer is running a collection campaign<br />Each contact has multiple numbers, home, office and mobile<br />Customer wants to call each number at different times of day<br />Additionally<br />Also send a SMS and Email collection message if unable to contact by Voice<br />
  36. 36. Configured Dial Plan ..2<br />Initially the dialing pattern is similar to Configured Dial Plan ..2<br />Now if mobile number would fail continuously it would reschedule for the Mobile – SMS mode and an SMS would be sent with the required message<br />On the dial plan it is set, on Success of SMS set for Email mode, the contact would immediately reschedule for Email, so an Email would be sent with the required message<br />On the dial plan it is set, on Success of Email set for Voice for the next day, so the contact would be rescheduled for the next day for home1 mode<br />
  37. 37. Customer Scenario ..3<br />Customer is a Telco and only mobile numbers are uploaded<br />Customer wants to conduct a survey <br />Customer first wants to send a SMS to the mobile subscriber to inform of the upcoming Survey<br />On the Success of sending the SMS the mobile number should be called<br />
  38. 38. Configured Dial Plan ..3<br />Customer is first sent an SMS with the impending Survey message<br />On Success of the SMS the contact is immediately rescheduled for Mobile – Voice Channel<br />Customer is now called on the mobile number<br />For Success outcome of SMS it is set to be rescheduled after 2 minutes for Mobile Voice Mode<br />
  39. 39. Contact Selection<br />
  40. 40. Contact Selection<br />LCM can be configured to select contacts in different modes<br />Increase Market Spread <br />Select fresh uploaded contacts that have been never dialed before<br />Select old uploaded contacts that have been never dialed before<br />Increase Market Penetration<br />Select rescheduled contacts<br />
  41. 41. Contact Selection – Flows<br />Callback contact<br />- Scheduled now<br />- Decreasing priority<br />Callback contact<br />- Scheduled now<br />- Decreasing priority<br />Callback contact<br />- Scheduled now<br />- Decreasing priority<br />Non dialed contact<br />- Latest uploaded contacts<br />- Decreasing priority<br />Non dialed contact<br />- Oldest uploaded contacts<br />- Decreasing priority<br />Reschedule contact<br />- Scheduled now<br /><ul><li> Decreasing priority</li></ul>Non dialed contact<br />- Oldest uploaded contacts<br />- Decreasing priority<br />Non dialed contact<br />- Latest uploaded contacts<br />- Decreasing priority<br />Non dialed contact<br />- Oldest uploaded contacts<br />- Decreasing priority<br />Reschedule contact<br />- Scheduled now<br />- Decreasing priority<br />Reschedule contact<br />- Scheduled now<br />- Decreasing priority<br />Non dialed contact<br />- Latest uploaded contacts<br />- Decreasing priority<br />
  42. 42. Key Contact Selection Parameters<br />LCM provides specific parameters for unique Contact Selection<br />Specify preferred Calling Time Range for Individual Contacts<br />Specify Time Zone for Individual Contacts<br />Assign specific Business Priority to Individual Contacts<br />
  43. 43. Contact Selection – Using Business Parameters<br />Any number of custom queries can be designed on a per campaign basis.<br />LCM will execute such Business specific queries for contact selection.<br />
  44. 44. Inbuilt Contact Selection Algorithms<br />Inbuilt Contact Selection algorithms are available and can be used based on Business strategy<br />
  45. 45. Scripting<br />
  46. 46. Scripting<br />LCM offers powerful scripting options which can be configured using visual basic scripting<br />SMS Script<br />SMS scripts are used to form the SMS text to be sent<br />Using a standard template, the script can interact with the business application online to form the SMS Script<br />
  47. 47. Typical SMS Scripting<br />
  48. 48. Scripting<br />Email Script<br />Email scripts are used to form the Email message to be sent.<br />Using a standard template, or using html headers an html based script can be created with pictures and attachments; the script can interact with the business application online to form the Email Script.<br />
  49. 49. Typical Email Scripting<br />
  50. 50. Time zone & DNC<br />
  51. 51. Time Zone Management<br />While uploading contacts, time zones can be specified for each contact<br />LCM will internally recalculate the mode start and end times depending on the time zone<br />If no time zones are specified then local LCM time zone is used<br />
  52. 52. Do Not Call List<br />DNC filtering is done only while uploading contacts<br />DNC database is not maintained by LCM, but the customer needs to maintain and update the DNC database<br />LCM, while uploading contacts will connect to the customer DNC database and check if the contact is in DNC database<br />Once uploaded, new changes to the DNC list needs to be manually refreshed using the controller<br />DNC list can be campaign specific, that means campaign specific DNC filtering can be done<br />
  53. 53. LCM Controller – Administrative Tool<br />
  54. 54. LCM Controller<br />
  55. 55. Campaign Management<br />Create new campaigns and set details like<br />Pacing mode<br />Campaign run times<br />Dial plan<br />Time zone<br />Call outcomes<br />
  56. 56. Campaign Management<br />Campaign Runtime<br />Specify Date range.<br />Specify daily start and stop time.<br />Specify different start and stop times in a day (shifts).<br />Specify holidays for a year and apply to campaigns.<br />Specify days the campaign will run in a week.<br />
  57. 57. Controller – Contact Upload<br />
  58. 58. Controller – Contact Upload<br />Contacts can be uploaded through the controller<br />Contacts can be uploaded by connecting to a database or by selecting an upload file containing delimited data<br />Select the modes<br />Select fields like priority, moment, agent ID, time zone<br />Map business data fields<br />Upload contacts using auto up loader<br />For Email and SMS separately “Message” or “Subject” and “Attachment” can be mapped”<br />
  59. 59. Control Contacts – Block<br />Specific contacts can be blocked from the uploaded contact list if desired<br />Contacts can be displayed by campaign and filtered either by business Key or any other business parameters<br />From the displayed contacts, specific contacts can be selected and blocked and closed from being picked up by LCM.<br />
  60. 60. Control Contacts – Reschedule<br />Specific contacts can be rescheduled from the uploaded contact list if desired<br />Contacts can be displayed by campaign and filtered either by business Key or callback, rescheduled, closed or blocked contacts<br />From the displayed contacts, specific contacts can be selected and rescheduled to a specific date and time or reset as a fresh contact<br />
  61. 61. LCM Monitor – Reporting Tool<br />
  62. 62. LCM Monitor<br />Historical campaign measurement tool using crystal reports<br />Campaign monitor and campaign reports<br />Available in variety of formats – HTML, Excel<br />
  63. 63. Monitor – Historical Reports<br />Campaign reports<br />Campaign summary<br />Call back details<br />Failed call report<br />Call outcome<br />Business outcome<br />DNC blocked<br /><ul><li>System reports
  64. 64. Key specific
  65. 65. Failed calls
  66. 66. Campaign summary
  67. 67. Campaign list
  68. 68. User list
  69. 69. Call outcome
  70. 70. Business outcome</li></li></ul><li>Agent Call Back Report<br />Campaign Summary Report<br />Failed Call Report<br />Call Outcome Report<br />
  71. 71. DNC Block List Report<br />Business Outcome Report<br />Campaign Summary Report<br />Key Specific Report<br />
  72. 72. Monitor – Graphical Reports<br />
  73. 73. LCM SDK<br />
  74. 74. LCM Agent Component<br />LCM agent component is an Active X control<br />All functionalities of LCM can be achieved using the SDK layer<br />Set Business Outcomes for a contact.<br />Set Regular Callbacks<br />Set Personal Callbacks<br />
  75. 75. LCM Agent SDK Methods<br />Agent<br />LCM DB <br />Set Outcome<br /><ul><li>Voice outcomes
  76. 76. Standard outcomes
  77. 77. Business outcomes
  78. 78. Set internal DNC
  79. 79. Set Campaign specific DNC</li></ul>LCM Agent SDK used in screen pop User Interface<br />Set Callback<br /><ul><li>General callback</li></ul>Call Guide scripts<br />Cisco DB<br />Set Personalized Callback<br />
  80. 80. Out Of the Box Agent Application<br />
  81. 81. Agent Application<br />LCM provides a ready to use Out Of the Box Web based Agent Application<br />It provides all agent side features like<br />Screen pop with all uploaded data<br />Setting Call Outcomes<br />Setting Business Outcomes<br />Marking numbers as DNC<br />Setting Regular or Personal Callbacks<br />Changing the mode of callback<br />Call Guide<br />
  82. 82. How does it Work?<br />Cisco Unified CCE Dialer<br />LCM Key sent with the Account number field to Unified CCE Dialer<br />LCM<br />Account number passed to CAD or CTIOS Desktop<br />Screen Pop Data Pulled from LCM based on LCM Key<br />Processing LCM Key from Account Number<br />When LCM uploads contacts into Cisco Unified CCE Dialer, it passes an unique ID (LCM key) in the account number field<br />When the outbound call reaches an agent, the Account number (LCM Key) is passed to CAD or a CTIOS based application<br />The OOB Agent Web page can be launched with the LCM Key, using LCM agent functionalities, screen pop data can be pulled along with Call Guide and other LCM functionalities.<br />
  83. 83. LCM Agent Application<br />Screen Pop<br />Setting Outcomes / Callbacks<br />Call Guide<br />
  84. 84. Agent Application With CTI OS<br />CTI OS Softphone<br />Screen Pop<br />Setting Outcomes / Callbacks / Changing Numbers<br />Call Guide<br />
  85. 85. Call Guide<br />
  86. 86. Call Guide – Features<br />Call Guide is an agent question prompter where question answer sessions can be designed<br />Call Guide provides information for the agent to effectively answer customer queries<br />The possible question and probable answers to the question enable the agent to provide a healthy uninterrupted customer interaction<br />Design multiple questions & multiple answer flow sessions<br />Configure multiple start questions<br />Each answer of a question can be configured for the next question<br />Assign individual call guide scripts to specific campaigns<br />
  87. 87. Call Guide Administration<br />
  88. 88. Call Guide SDK Interface<br />The SDK interface can be used to use the Call Guide features on the agent application<br />Functionalities are provided to show the first question and subsequent ones depending on the answers selected<br />Agents can go forward or backward in the series of questions<br />Agents can also enter extra customer data for any answer to a question<br />All questions with the answers selected along with customer data entered is stored for reporting<br />
  89. 89. Call Guide – Business Benefits<br />Availability of standard question and answers to agents reduces the percentage of human error<br />Agent training cycles for separate business processes are drastically reduced<br />Can be used by agents as a Knowledge Base Tool for solving customer queries<br />Agent and customer transaction reports are available to track customer trends<br />
  90. 90. Thank You<br />India Email: sales@acqueon.com<br />Phone: +91 9840711729 support@acqueon.com<br />USA <br />Phone: +1 609 945 3139<br />

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