Avaya Outbound Contact Express
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Avaya Outbound Contact Express is a predictive dialler for IP Office

Avaya Outbound Contact Express is a predictive dialler for IP Office

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  • 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.

Avaya Outbound Contact Express Presentation Transcript

  • 1. Avaya Outbound Contact Express Jan 2014
  • 2. Agenda  Overview  Key Features  Engineering the Solution  Sizing and Quoting  Selling the Value  Competitive  Use cases  Services  Summary © 2013 Avaya Inc. All rights reserved. 2
  • 3. Avaya Outbound Contact Express A new outbound solution Avaya is bringing to market Turnkey, pre-integrated, package with all hardware, software required Rapid deployment, in day(s) vs. months Simplified support with a single vendor Supporting outbound agent dialing requirements: Avaya Speech Analytics PC Supervisor  Midmarket, 25-250 agents, <500 trunks  Tailored for collections or telemarketing verticals, with high need for outbound calling  Full featured solution with built-in outbound dialing, agent webclient, scripting, reporting, call recording and speech analytics Web IP Endpoints Agent  Option to utilize PBX functions of IP Office © 2013 Avaya Inc. All rights reserved. 3
  • 4. What does it take today to build an outbound dialing solution? Vendor #1 Networking Vendor #2 Collaboration Platform Vendor #3 Outbound CC Analytics Vendor #4 Scripting Engine Vendor #5 Steps: Build, Test, Configure, Run 1) Setup Multi Vendor RFP 2) Engage Systems Integrator 3) Schedule Build out 4) Test interoperability 5) Configure components 6) Rollout 7) Validate and run Session Border Controller 30+ Days to operation Coordinate multiple Vendors Customer Pain Points Multiple vendors, complex deployment and maintenance Partner Pain Points Multiple vendor relationships and credential requirements © 2013 Avaya Inc. All rights reserved. 4
  • 5. Avaya Outbound Contact Express      IP Office Server Edition Predictive Dialer Avaya SBCE Web Agent incl. Scripting Reporting & Speech Analytics  Networking Steps: Build, Test, Configure, Run 1) Setup Multi Vendor RFP 2) Engage Systems Integrator 3) Schedule Build out 4) Test interoperability 5) Configure components 6) Rollout 7) Validate and run Turnkey Pre-Configured 1 Day Single Vendor Tested Interoperable © 2013 Avaya Inc. All rights reserved. 5
  • 6. Avaya Outbound Contact Express Typical Customer Use Cases Customer Retention & Win Back Customer Surveys Cross-selling © 2013 Avaya Inc. All rights reserved. Welcome Calls and Appointment Reminders Fraud Alerts Collections 6
  • 7. Every outbound phone call has value… Otherwise companies wouldn’t be making them © 2013 Avaya Inc. All rights reserved. 7
  • 8. Manual Dialing vs. Predictive Dialing Talktime Administration Typical manual contact rate 5 –10 per hour Prep Dial Ring Talktime Wrapup 0 10 20 30 40 Seconds 50 60 200 – 300% contact rate increase Talktime Wait Typical Avaya contact rate 20 – 30 per hour Prep Dial Ring Talktime 0 © 2013 Avaya Inc. All rights reserved. 10 20 30 40 Seconds 50 60 8
  • 9. Q: What is the value of a live phone call to your organization? Sales / Telemarketing  Product Sells for $120  Close Ratio is 33%  The value of each call is $40 Surveys  Company is paid $75 for each completed survey  Completion rate is 20%  The value of each call is $15 Collections  Average Delinquency Amount is $500  Promise Rate is 25%  The value of every call is $125 Appointment Reminders  Each missed appt costs the company $150  100 appts/mo are missed  80% of missed appts are kept if reminded  Value of Reminder = $120 © 2013 Avaya Inc. All rights reserved. 9
  • 10. ROI (Payback Period) = Cost of System / Revenue Total # of Live Calls x Value of Call 20,000 Talk Times Talk Times (Seconds) Update Time (After Call Work) Idle Time (Between Calls) Total Event Time Calls /Agent / Hour $40 1 Minute 2 Minutes 3 Minutes 4 Minutes 120 180 240 30 30 30 $ 800,000* 300 30 Revenue 5 Minutes 60 = 30 Per month 20 20 20 20 20 110 170 230 290 350 33 21 16 12 10 Sales / Telemarketing > Product Sells for $120 Talk Times 2 Minutes 3 Minutes 4 Minutes Number of Agents Required to handle call volumes 3 4 5 # Calls per month 1 Minute 5 Minutes 10,000 2 20,000 4 6 8 10 12 30,000 6 9 12 15 18 40,000 8 12 16 20 24 50,000 10 15 20 25 30 60,000 12 18 24 30 36 70,000 14 21 28 35 43 80,000 16 24 32 40 49 90,000 18 27 36 45 55 100,000 20 30 40 50 * Not all revenue is profit, of course. Use appropriate net revenue amount 61 6 > Close Ratio is 33% > The value of each call is $40 $ 175,000 (example cost) $ 80,000* (10% net revenue) © 2013 Avaya Inc. All rights reserved. = 2.2 months 10
  • 11. Target Customers Mid-Market 25-250 users (includes agents, supervisors, other users) 250-500 trunks Dedicated outbound contact centers Competitor base opportunities • Customers moving to IP as part of technology refresh • Customers moving to SIP trunking • Customers concerned with competitor viability Greenfield opportunities • Enterprises with collections, telesales, inside sales, proactive customer care teams • Preference for turnkey, preintegrated solutions and single vendor sourcing and support due to limited IT resources • Requirement for rapid installation © 2013 Avaya Inc. All rights reserved. 11
  • 12. Perfect Profile Customer  25-100 agents  Outbound-only shop or have ability to segregate outbound agents – – – – – Collections Fund-raising Customer Outreach Subscriptions Telemarketing  No blending required  Can operate in standalone mode or can integrate with existing PBX  Greenfield opportunities – > 10,000 calls/month  Replacement/Upgrade opportunities – Tech refresh with move to IP infrastructure/ SIP trunking with nondisruptive, cost-effective implementation offer – Benefits of browser-based interface for agents  Limited customization or integration needed © 2013 Avaya Inc. All rights reserved. 12
  • 13. Outbound Contact Express – Proactive Contact Complexity / Customization Professional Services needs Positioning of agent based outbound Proactive Contact Outbound Contact Express Size Avg. System Size Outbound Contact Express © 2013 Avaya Inc. All rights reserved. Avg. System Size Proactive Contact 13
  • 14. Talk Times 2 Minutes 3 Minutes 4 Minutes 5 Minutes 60 120 180 240 300 30 30 30 30 30 20 20 20 20 20 Total Event Time 110 170 230 290 350 Calls /Agent / Hour Calculating the number of agents 1 Minute 33 21 16 12 10 Talk Times (Seconds) Update Time (After Call Work) Idle Time (Between Calls) Basic Formula # Live Calls Required* per month / 160* (hrs per month) / calls per agent per hour Talk Times 2 Minutes 3 Minutes 4 Minutes Number of Agents Required to handle call volumes 2 3 4 5 6 4 6 8 10 12 6 9 12 15 18 40,000 8 12 16 20 24 50,000 10 15 20 25 30 60,000 12 18 24 30 36 70,000 14 21 28 35 43 80,000 16 24 32 40 49 90,000 18 27 36 45 55 100,000 © 2013 Avaya Inc. All rights reserved. 10,000 30,000 NOTE: These are Live Conversations, not calls placed 1 Minute 20,000 * Based on M-F, 8 hr work day. Be sure to get total monthly hours from the customer # Calls per month 5 Minutes 20 30 40 50 61 14
  • 15. Avaya’s Outbound Offers Proactive Contact  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 notifications, with opt-out Stand Alone © 2013 Avaya Inc. All rights reserved. Proactive Outreach  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 scripting Integrated Outbound Contact Express  A turnkey, bundled solution for midmarket (<250 agents)  Uses IP Office Switch (no PG230)  Includes: Proactive Outreach Manager (POM)  Avaya’s Next Generation Outbound  Proactive Contact & Voice Portal on a common server  Live agent & multi- Contact 5.1 channel from a single platform  Web based  POM 2.5 (Automated  Proactive agent  Scripting  Recording Notifications) available today  POM 3 (live agent) in December  Analytics Bundled Unified 15
  • 16. Overview of Avaya Outbound Solutions Avaya Outbound Contact Express R1.0 Avaya Proactive Contact R5.1 Avaya Proactive Outreach Manager v2.5 Primary Value Proposition All-in-one pre-integrated Outbound dialing solution for Small and Midsize Contact Centers Best-in-class Enterprisegrade dialing solution for Midsize and Large Enterprises with sophisticated needs Automated, multi-media (Voice, SMS, Email) Proactive Customer Care Solution for low-cost, high touch campaigns Primary Customer Needs Satisfied Dedicated Telemarketing and Collections Platform Focused Telemarketing and Collections Platform with rich Contact Center Integration Sophisticated Notification, Escalation, and Business Process Support integrated with 360 degree feedback Best in class Call Classification and rich integration to Contact Center; Ecosystem of Solutions Multi-channel campaign management (Email to SMS to voice to inbound agent escalation paths) Integration Application of Avaya Aura Experience Portal Low Acquisition and Primary Differentiators Operational Footprint, Preintegrated with all elements, Fast install © 2013 Avaya Inc. All rights reserved. 16
  • 17. Overview of Avaya Outbound Solutions Avaya Outbound Contact Express R1.0 Inbound/outbound blending Call Recording Avaya Proactive Contact R5.1 (CTI Dialer only) Avaya Proactive Outreach Manager v2.5 250 agents 500 trunks 4.500 agents 9,000 O/B lines 3,000 agents 5,000 ports (Automated Voice Agents), 20,000+ email per hour, 20,000+ SMS sent per hour N/A (1)   N/A (2)    N/A (3) (Standard, pre-integrated) Capacity Avaya Proactive Contact R5.1 (Hard /PG230 Dialer only) (via Avaya WFO, partners) (via Avaya WFO, partners)     (Standard for agent desktop incl. Scripting) (via OEMs, partners) (via OEMs, partners) (For administration of campaigns) 95% 1100ms 98.9% 770ms 85% 1200ms 97.9% 900 ms FCC Compliance     OFCOM (UK) Compliance     Turnkey, eliminates time to integrate phones, switch, scripting, call recording. APS offer for dialer setup available Standard APS installation services required Standard APS installation services required Standard APS installation services required Web client Call Classification and call connect (productivity) Installation • (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 •© 2013 Call Recording reserved. (3) Avaya Inc. All rights is not typically used with automated outbound campaigns as Agents are not involved in interactions 17
  • 18. Which Solution is Right for the Customer? Agent-less proactive customer care, surveys, etc. Agent-based collections, telemarketing, surveys, etc. Existing Communication Manager Hosting • Inbound/outbound blending? • High productivity? • OFCOM (UK)? • Best of breed solution integrations? • High capacity call rates? PC CTI Dialer © 2013 Avaya Inc. All rights reserved. PC Hard Dialer >250 agents 25 – 250 agents • Pre-integrated scripting, call recording, web agent, speech analytics, trunking, SIP, an d HW? • Low cost installation? • Upgrade pricing of existing solution a concern? Outbound Contact Express • Multichannel outreach needs? • Proactive customer care with selfservice options? Proactive Outreach Manager 18
  • 19. Solution Deployment Greenfield with locally deployed agent handsets © 2013 Avaya Inc. All rights reserved. 19
  • 20. Solution Deployment Re-use existing PBX assets for the agent handsets Existing PBX or SP © 2013 Avaya Inc. All rights reserved. 20
  • 21. Outbound Contact Express Design is simply: Trunk type: SIP, PRI, SIP&PRI Trunk size: up to 250 or 500 trunks Network integration: Phones connected to OCE or on existing network Agent Handsets 96x1 (IP H.323) - Plus Installation & Maintenance © 2013 Avaya Inc. All rights reserved. 21
  • 22. Pricing Material Code Description List Price (USD) 273745 AOCE HDWR SIP 250 6 ERS $52,000 273746 AOCE HDWR SIP 500 6 ERS $56,000 273747 AOCE HDWR SIP/PRI 250 6 ERS $56,000 273748 AOCE HDWR SIP/PRI 500 6 ERS $66,000 304068 AOCE HDWR SIP 250 SINGLE ERS $42,000 304069 AOCE HDWR SIP 500 SINGLE ERS $46,000 304140 AOCE HDWR SIP/PRI 250 SINGLE ERS $46,000 304141 AOCE HDWR SIP/PRI 500 SINGLE ERS $56,000 304142 AOCE HDWR PRI 250 SINGLE ERS NO SBC $42,000 304143 AOCE HDWR PRI 500 SINGLE ERS NO SBC $52,000 304170 AOCE HDWR PRI 250 6 ERS NO SBC $52,000 304171 AOCE HDWR PRI 500 6 ERS NO SBC $62,000 273740 AOCE R1 PER USER LIC NEW $2,200 273741 AOCE R1 PER USER LIC ADD $2,200 Please see the Offer Definition for additional details. © 2013 Avaya Inc. All rights reserved. 22
  • 23. Services Implementation / APS Ongoing Support / GSS  Business Partners will be able to implement  Mandatory SA (essential) and UA attach  Utilizing APS Proactive Contact Talent  SA/UA based on the full solution rather than individual components  Quoting through “ProServices Now”  Initial Deployments will be APS only until partners are trained © 2013 Avaya Inc. All rights reserved.  SSL/VPN for remote connection  No co-delivery for phase 1 23
  • 24. Outbound Contact Express APS Capabilities  AOCE Deployment: – AOCE Deployment Base Offer – A series of optional Add-ons  AOCE Optimization: – AOCE Productivity Analysis  AOCE Advanced Applications Capabilities: – 1 minute infinite job – ODBC access  AOCE Consulting Capabilities: – Avaya Speech Analytics Advanced Consulting Workshop – Block of Proactive Contact Consulting hours © 2013 Avaya Inc. All rights reserved. 24
  • 25. Outbound Contact Express APS Base Offer AOCE APS Base Offer Base offer includes all services to get started effectively (PRI Only): • Data gathering session and Technical readiness review • Onsite, cabling / power, remote access enablement • Configuration of unique customer details, like IP addresses, trunking and dial routing patterns. • 3 pre-defined Proactive Contact standard lists/campaigns, that can be: • Collections. • Telemarketing. • Customer Satisfaction Surveys. • Up to 5 days on-site for: • Standup and integration of the AOCE solution into the customer’s environment. • Integration, setup and testing of pre-defined standard lists. • Up to 2 hours of System handoff review, for supervisors (for Customers that have previously taken self-training via Avaya University courses) • One day remote Go-live support. © 2013 Avaya Inc. All rights reserved. 25
  • 26. Average construct 50 users – w/o phones Item Qty List Price Enhanced List Price 250 Trunks SIP/PRI Bundle Single ERS 1 $46,000 $46,000 OCE User License 50 $2,200 $110,000 Subtotal (Product) Anticipated Street Price $156,000 Upgrade Advantage 3YR AN * 50 $11.00 $6,600 Support Advantage ESS 3YR AN * 50 $13.33 $7,998 HW Parts NBD 3YR AN * 1 $335.50 $4,002 Subtotal (Service Year 1) $18,600 Implementation** $50,000 Total Price (Year 1) $224,600 $150,000  Support Advantage and Upgrade Advantage are mandatory attach  HW maintenance is optional Notes: * SA, UA and HW maintenance list prices are monthly prices ** Implementation price estimates including base offer & some options, check APS offer for more details © 2013 Avaya Inc. All rights reserved. 26
  • 27. Key Take Aways  Product designed to specifically target pain points of mid-market segment – Mid-market segment previously underserved segment by Avaya – Easy offer structure and qouting  Partner compelling offer – Easy implementation - can be carried out by partners  Key features – All-In-One full stack Outbound Dialing solution – Turnkey, pre-staged – Easily installed – Standard deployment in 1 day on site – Industry-leading predictive capability – Operating also in non Avaya PBX environments © 2013 Avaya Inc. All rights reserved. 27
  • 28. Qualifying Questions © 2013 Avaya Inc. All rights reserved. 28
  • 29. Qualifying questions - Is Outbound Contact Express a good fit? Qualifying question Background Acceptable Responses How are you reaching out to your customers today ? Using manual dialing or having a dialer already? Using preview or predictive dialing (if dialer is in place)? What’s the process used? Manual If you use a system, what technology/equipment do you use today ? Old equipment / refresh needed? Equipment out of support or expensive to support ? Old needs replacement How many outbound calls are you making ? How many agents do outbound? Validate if an outbound dialing solution is applicable (>10,000 a month). Input to design a solution and to ROI >10,000/month >25 Check on feature requirements: • Do you use or would it be beneficial to use a browser based agent interface ? • Do you use or require call recording (e.g. for compliance reasons) ? • Do you use or require scripting to guide your agents (Better consistency of conversations, lower agent training requirements) ? • Do you use or require speech analytics ? The more features are used/required, the better the OCE all-in-one package fits Ok if they need just predictive dialing Even better if they need additional features Is blending between outbound and inbound calls required ? OCE is primarily an outbound solution that doesn’t support blending in this release. Don’t need today Will the agent desktop require any third party integration? Understand options to use the web agent application and potential integration needs on the desktop. PS: OCE supports integration into web clients as of today. None or limited Check on infra structure requirements: • What PBX infra structure is in place? • Do you use or require SIP trunks (OCE allows easy migration to SIP trunking*) ? Greenfield vs. existing PBX. Avaya vs. 3rd party PBX. Local vs. remote agents. Any can be supported. Good to have this information © 2013 Avaya Inc. All rights reserved. Note: *Outbound Contact Express supports PRI and SIP trunks (not T1 robbed bit) 29
  • 30. Qualifying questions – contd. – Generating a proposal… Qualifying question Background Acceptable Response What kind of trends are you seeing relative to delinquencies and chargeoffs / sales objectives / customer retention / customer satisfaction? Understand the customers situation and what business problems he is trying to solve. Any. Just getting more data to understand their business. How many outbound calls are you making per day, week, or month? Input to design a solution and to ROI As accurate number as possible How many agents support your outbound calls today ? Input to design a solution and to ROI As accurate number as possible What is the current average number of calls an agent is doing per hour ? Input to design a solution and to ROI As accurate number as possible What is the current average agent wait time between each productive connect ? Is this meeting your expectations ? Input to ROI As accurate a number as possible What percentage of connects that are passed to agents are unproductive ?* Input to ROI As accurate a number as possible What is the value of a live phone call? Input to ROI If they don’t have a number, we can use the a reference number from slide 38 What measures have you taken to address debt collection / sales performance / customer satisfaction levels? © 2013 Avaya Inc. All rights reserved. *Unproductive connects can include ringing phones, busy signals, answering machines, dead-air, and more. Not needed if customer is doing manual dialing today. 30
  • 31. Resources © 2013 Avaya Inc. All rights reserved. 31
  • 32. Resources Available Avaya Outbound Contact Express material on Sales Portal: https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?Id=a3ja0000000LOexAAG  Outbound Contact Express Customer Presentation  Outbound Contact Express Brochure  Outbound Contact Express FAQ  Outbound Contact Express Offer Definition  Outbound Contact Express APS Offer Definition  Outbound Contact Express Recorded Demo  Outbound Contact Express Flash Demo (targeted for September)  Avaya Outbound ROI tools Recorded Sessions (accessible for Business Partners)  Outbound Contact Express Sales Overview  https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LIEpAAO&Id=a3ja00 00000LOzvAAG – Navigate to “Outbound Contact Express ASC”  Outbound Contact Express Technical Overview  https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LFqaAAG&Id=a3ja0 000000LNPVAA4 – Navigate to “Outbound Contact Express ATC training” © 2013 Avaya Inc. All rights reserved. 32
  • 33. More Resources  Avaya University Sales Training Courses Selling and Designing Avaya Outbound Contact Express Solutions Training hours Delivery method 2C00040O/41O: Avaya Avaya Outbound Contact Express – Sales 0.75 Web 3C00060O: Avaya Outbound Contact Express – Technical Sales 0.25 Web  Press release on Outbound Contact Express customer  MedAmerica Billing Services, Inc.  http://www.avaya.com/usa/about-avaya/newsroom/newsreleases/2013/pr-130812 © 2013 Avaya Inc. All rights reserved. 33
  • 34. Avaya Outbound Contact Express  To contact the ATAC PreSales Technicenter: Voice: North America 720.444.7700 EMEA 44 1483 309078 APAC 65 6872 2693 India 91 20 3092 6555 – email: ATAC@avaya.com with the product in the subject line (i.e. Outbound Contact Express) – Web: https://atac.avaya.com/Technicenter.asp – Please utilize our FAQ database tool before you engage the Technicenter at: https://avaya.my.salesforce.com/apex/sp_ViewDetail Page?Id=a3ja0000000LXXRAA4 © 2013 Avaya Inc. All rights reserved. 34
  • 35. Avaya Outbound Contact Express - Contacts  In-region CC specialists have been trained  Product Management Michael Gruen mgruen@avaya.com +49 40 2392 4130 Sarita Fernandes fernandes2@avaya.com  Global Market Introduction Joe Suggs jsuggs@avaya.com +1.425.201.9414 © 2013 Avaya Inc. All rights reserved. 35
  • 36. Asks  Profile your installed base for Outbound Contact Express opportunities  Evaluate the use of Outbound Contact Express on new opportunities  Come back with profiled opportunities that we can help you on © 2013 Avaya Inc. All rights reserved. 36