Today I’m going to talk to you about our Avaya Outbound Contact Express offering. We are going to discuss how Avaya can help you simplify your outbound operations, by delivering a cost-effective turnkey solution.
In summary OCE provides a full solution for agent and voice based outbound dialingThe main differentiators are it’s turnkey, pre-integrated approach provide all HW and SW elements required for the solution in a pre-defined package. Because of being a staged solution the time for deployment is reduced from into a day vs months with all ongoing support being provided by a single vendor. It is simple to design, quote and implement.It support the mid-market outbound range from 25-250 outbound agents and up to 500 trunks for applications like collections or telemarketingIt’s fully features incl. Preview and predictive outbound dialing, a web based agent client incl. scripting, call recording and speech analysis in the package. It also offers PBC capabilities for regular staff users.
Cross-organizational adoption of proactive customer care really took hold in many industries in the mid 2000s. Many organizations now see the value of using outbound from the very beginning of their customer relationship through all stages of that lifecycle. There are many outbound use cases for activities like collections, appointment reminders, and surveys that are universally considered and used across different industries. Each industry has its own unique set of applications, but let’s look at an example we can all relate to: Appointment Reminders.This is impactful both from a customer and a business standpoint. On the customer side: If I have a doctor’s appointment that I scheduled six months ago, I may have forgotten about it. So getting a reminder call from the Doctor’s office can be very helpful and convenient. It would certainly make me appreciate the medical establishment more, and go a long way to creating additional customer loyalty.On the other side of the coin, the Doctor’s office may find it time consuming and expensive to manually reach out to each of their patients with appointment reminders, but what if they had a cost-effective way to automate that process? They could increase the productivity of their agents, while simultaneously generating customer loyalty.That’s where Outbound Contact Express comes in!
(1) Blending is not relevant to OCE 1.0 as it is not integrated with inbound contact centers in this version(2) Blending is not relevant to POM 2.5 as Agent-based Outbound Dialing is not supported(3) Call Recording is not typically used with automated outbound campaigns as Agents are not involved in interactions
Greenfield deployment primarily if no PBX or data infra structure is existingOCE provides all solution components necessary incl. Ethernet data switches to build a LAN for agents (if choosing the appropriate HW package). All the customer needs to provide is SIP or PRI trunk access as well as PCs to run agent desktops, supervisor apps, call recording storage and speech analysis
Existing infra structure assets can of course be re-used.Phones form existing PBXs can be re-used as agent handsets. The agent will login to via the web agent providing his phone number on the remote PBX (or even at home). OCE will launch a call to the agent (on the 3rd party PBX) and keeping that call up for the entire session. Outbound calls will be switched onto this existing to ensure fast connectivity of a customer to an agent.OCE can be integrated into an existing LAN infra structure, In this case the agents PCs, supervisor PCs or dedicated agent phones are part of the customer LAN communication to OCE also being integrated into the customer LAN. In this case the customer is may choosing a HW package without the Ethernet switches to build up a separate LAN. One Ethernet switch remains in the HA package for internal connectivity within OCE.
Avaya Professional Services has defined a base offer package for the Avaya Outbound Contact Express, to provide with all services needed to get up and running effectively. The base offer includes Project Management and Software Engineer, along with all key project milestones. Enterprise size Proactive Contact best practices are included in the delivery methodology and adapted to Avaya Outbound Contact Express, in order to maximize the implementation cycle.In addition, flexible Add-ons are includedtocomplementthe base offer, in ordertoprovide more support, grow in complexity and functionalities.Best in theindustryOptimization and Consultingpackages are alsopart of the AOCE APS Offer, in ordertohelpmaximizethe ROI of thesolution.Through these services we ensure the implementation of AOCE meets the customer’s business needs. Avaya Business Partners can take advantage of the flexibility offered by these service packages and that way complement their in-house expertise.We will discuss the details in the next two pages.