Why LCM For Cisco
Unified CCE Dialer?




     Acqueon Technologies
      North America. India
      www.acqueon.com
Where is Cisco Unified CCE Dialer Today?

The Cisco Unified CCE Dialer is today a robust solution, with powerful predictiv...
Competitive Analysis of Cisco Unified CCE Dialer – With &
Without LCM

                                                   ...
Bridging the Gap between Unified CCE Dialer and Competitive Market
Needs

As shown above, there are some critical features...
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Why Choose Acqueon's LCM for Cisco UCCE Dialer

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A document that explains the logic behind why contact centers would find Acqueon's LCM a requisite when deploying Cisco's UCCE.

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Why Choose Acqueon's LCM for Cisco UCCE Dialer

  1. 1. Why LCM For Cisco Unified CCE Dialer? Acqueon Technologies North America. India www.acqueon.com
  2. 2. Where is Cisco Unified CCE Dialer Today? The Cisco Unified CCE Dialer is today a robust solution, with powerful predictive functionality. With the release of version 8.0, Unified CCE Dialer will be a highly scalable product that could be sold to the Contact Center industry, specifically to the BPO industry. Unified CCE Dialer today faces competition from the likes of Avaya, Aspect and Noble Systems. Some of the few competitive features that the Cisco Dialer lacks today is the absence of list management capabilities and the absence of multichannel outbound options (especially for emerging verticals like Retail). In such a scenario, List and Campaign Manager (LCM), is an outbound solution that rides on the Unified CCE platform, and addresses these gaps in the Cisco suite. It comes with comprehensive list management capabilities, campaign management capabilities, multichannel (SMS and Email) outbound options and much more. An “LCM – Unified CCE” combine can effectively position the Unified CCE Dialer on a better platform vis-à-vis its competition. LCM – List and Campaign Manager for Unified CCE Dialer LCM is a powerful list and campaign manager that greatly enhances and accentuates the fundamental capabilities of the Unified CCE Dialer. LCM manages upload, selection & rescheduling of contacts as well as provides important campaign management features. In other words, LCM provides contact & campaign management while Unified CCE does the actual dialing. It supports multichannel (SMS and Email) outbound options. As well as provides powerful contact management based on business outcomes. LCM is very flexible in integrating with multiple business applications and agent desktops using published SDK’s and Web Services. LCM working in conjunction with Unified CCE dialer enables the contact centers to realize the best of both worlds – powerful list & campaign management features of LCM and the robust & scalable predictive dialing capabilities of Unified CCE dialer. © 2006 Acqueon Technologies www.acqueon.com 2
  3. 3. Competitive Analysis of Cisco Unified CCE Dialer – With & Without LCM LEGEND Limited Present Absent Availability Unified Unified CCE Cisco CCE Dialer Features Dialer Competition with LCM Outbound capabilities for SMS channel Outbound capabilities for Email channel Switch across channels for individual contacts within a campaign Scripting for SMS campaigns Scripting for Email campaigns SDK plug in for screen pops to display unlimited Business Data uploaded with individual contacts SDK plug in for screen pops to record business outcomes for contacts Multiple Phone number rotation for a Contact Assign different hours of operation in a day for individual Phone numbers for an account Call Guide - for agent call scripting with SDK interface Filters for custom contact selection based on multiple business parameters Contact rescheduling algorithms based on call outcomes Contact rescheduling algorithms based on individual business outcomes Campaign Runtime - Daily Start and Stop Time Campaign Runtime - Configure Off days of a week Campaign Runtime - Configure specific shifts of operation for specific days Define schedules / holiday for campaign Campaign Scrubbing/ Dynamic Record Removal Can have updated intra-day reporting Provision to connect to external database for contacts Handling multiple lists for a campaign DNC Management Time zone Management © 2006 Acqueon Technologies www.acqueon.com 3
  4. 4. Bridging the Gap between Unified CCE Dialer and Competitive Market Needs As shown above, there are some critical features which competition scores better compared to a Cisco’s Unified CCE Dialer offering. LCM can offer the ideal solution to address these points as well as offer enhanced features compared to the market competition. 1. Contact centers have evolved today to cater to service over multiple channels seamlessly. This requires solution vendors to offer application suites that have multichannel support. LCM’s multichannel support of SMS, Email and Voice provides the opportunity to go to market with this capability. The unique capability that LCM offers is customers can schedule contact management across channels within the same campaign. 2. Competition offers user-configurable filters to prioritize contact selection based on business parameters. LCM offers a comprehensive Filter Management service to the Unified CCE dialer to execute custom algorithms for contact selection based on business parameters. 3. Auto rescheduling of contacts can be done for voice outcomes by most dialers, what matters to contact centers today is can they auto reschedule a contact based on the outcome set by an agent. Information like whether the call was a nuisance call for the customer, whether a wrong party was contacted, whether the spouse answered the call, etc. Though the competition provides options for capturing business outcomes, their solutions don’t offer auto contact rescheduling based on the business outcomes. LCM deployed over the Unified CCE in turn, offers extensive contact rescheduling options, as well as switch between channels within the same campaign based on business outcomes set by agents. 4. Another requirement in contact centers running campaigns is to control campaign scheduling across days automatically. Set holidays for individual campaigns or off-days in a week, set shifts for specific days in year. From our experience, many clients ask specifically for this requirement. LCM brings on to the table this feature as well, when deployed with the Unified CCE Dialer. 5. Business requires contacts to be configured with multiple contact numbers. While the Cisco Dialer allows configuring multiple numbers for a contact, but customers require that each number should be configured to call at different times of the day as well as use priorities to control when to use which number. Like call the home number at 8 AM in the morning and 6 PM in the evening or call the office number between 9 AM and 6 PM for the day, while call the mobile number anytime during the whole day but at a lower priority. LCM offers such powerful contact calling number management control. It also allows the contact to be contacted through other channels within the same campaign. 6. A Call Guide or call scripting that aids agents by prompting them with the right questions during conversations with customers. It is a powerful feature for Businesses to launch new services faster with minimalistic training. Unified CCE Dialer can provide such a feature with LCM’s Call Guide. LCM’s Call Guide allows users to easily configure call scripts of choice. © 2006 Acqueon Technologies www.acqueon.com 4

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