Avaya outbound update 15th May 2014
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Avaya outbound update 15th May 2014

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Presentation provided by Bill Pennabaker and others in a call with the User Group on 15th May 2014

Presentation provided by Bill Pennabaker and others in a call with the User Group on 15th May 2014

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  • 1. Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Update on Current Avaya Outbound Offers Avaya
  • 2. 2Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Topics Proactive Contact Release Updates Proactive Outreach Manager Release Updates Avaya Professional Services Custom Offers Q & A
  • 3. 3Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 3 Proactive Contact Update Michael Gruen
  • 4. 4Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved.  PG230 IP Card  Enhanced Cell Phone Detection  Automatic 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  Simultaneous Agent and Call Blending  Logical Code Isolation  Upgrade Simplification  Miscellaneous Improvements (see detail)  Automated Agent Monitoring Transition  Automatic Recalls for Completed Jobs  Extend Agent Joblist Functionality  Enhanced Oracle Database Documentation  Simultaneous Campaign Alert  Strengthened Password Support  Enhanced SNMP Support  Agent Blend Support for AACC Telephony Productivity Blend Administrative  Miscellaneous Improvements (see detail) Hardware and Software Click file below for detail Proactive Contact 5.0 Feature List Summary  SMTP Support- FTC Compliance -
  • 5. 5Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 5 Proactive Contact 5.1 Feature List Summary  Multi-Tenancy  10 Dialers per Pod  Support Longer Calling List Names  Automated Release Agent to Ready for Answer Machines  Out of Area Code Cell Phone Time Zone Handling  Enhanced System Access Security  Enhanced IQ Reporting Events  Oracle 11g and Crystal Reports 2011  Simplified Supervisor Install Proactive Contact 5.1 Released Date: 18 February 2013
  • 6. 6Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 6 Proactive Contact 5.1.1 Released Date: 21 April 2014 Proactive Contact 5.1.1 Feature List Summary  Service Pack addressing a variety of issues – Avaya Proactive Contact 5.1.1 - List of fixed issues, improvements, known issues, and troubleshooting – https://downloads.avaya.com/css/P8/documents/100179796  Supporting increased processing efficiency with new HP DL360p G8 common server – Older servers supported by PC 5.1 remain supported with 5.1.1 – HP DL360p G8 requires PC 5.1.1 – Target to release new server hardware and ship new systems with HP DL360p G8 later in June/July – RHEL OS upgrade to RHEL 5.9 including a new OS installer for G8 servers  Enhanced Ofcom support for CTI dialer. Enables compliance with Ofcom’s 2 second messaging rule  Improved security with SHA-2 message digest to sign and RSA 2048 to encrypt digital certificates based on NIST SP 800-131A recommendation  Internet Monitor: Authentication from Internet Monitor to the dialer is now done on LDAP’s secure port.
  • 7. 7Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 7 Proactive Contact Proactive Contact – More Updates  OpenSSL Heartbleed Vulnerability – Proactive Contact 4.x and 5.x with a risk level of none in regards to the OpenSSL Heartbleed vulnerability – Please consult Avaya OpenSSL Security Update http://downloads.avaya.com/css/P8/documents/100179670 for details  Interoperability – Starting with 5.1 new interoperability with – Avaya Aura Communication Manager 6.3 – Application Enablement Services 6.3
  • 8. 8Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 8 Proactive Outreach Manager (POM) Update Nitin Shroff
  • 9. 9Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 9 Proactive Outreach Manager  A complete solution to create and manage all outbound communications including: - Agent-based predictive dialing campaigns - Agent-less voice, email, and SMS notifications and interactive services Why does it matter?  Enables organizations to proactively reach customers with the right information at the right time  Improves customer satisfaction and loyalty, reduces costs of service, increases collections revenue and improves inbound call volume management How does it work?  Requires Avaya Aura® Experience Portal and Avaya Aura® Call Center Elite or Avaya Aura Contact Center  Unifies agent administration, Inbound/Outbound blending, Agent desktop Application Program Interfaces (APIs)  Provides personalized Voice, SMS, Email interactive services paced automatically to inbound service levels  Escalates between agent-less voice, email, 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 (opt-out from agent-less interaction) Voice Text E Mail Live Agent Predictive
  • 10. 10Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 10 Evolution of Proactive Outreach Manager (POM) Outbound Contact Express (OCE) 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 prompting POM 1.0 Proactive Contact + Experience Portal  Single Platform  Managed application on CXP  Automated Voice notifications + one way SMS & Email  Opt–out to live agent POM 2.0 Automated Notifications (AN) Only  Pacing of AN based on IB service levels  Two way SMS & email  Opt-out to live agent POM 2.5 Service Level Pacing + 2 - way SMS & email  Live agent based predictive dialing  Two way SMS & email  Multiple Desktop Options  Available Today POM 3.0 Agent Based Predictive Dialing + AN Current Release
  • 11. 11Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Proactive Outreach Manager Features and Benefits Feature Benefit Agent-based, Preview/Progressive/Predictive Provides highest outbound agent efficiency Skills-based blending of inbound-outbound Ensures high outbound efficiency while maintaining excellent inbound service levels Comprehensive agent desktop APIs and agent scripting support Provides for customizable agent desktop to enable highest agent productivity Flexible callbacks including Agent Callback, Campaign Callback and Standard Callback Ensures right-party connects upon re-schedule by the called party Escalating multimedia outreach with self- service and agents for 360 degree view Ensures right-party connect at the lowest possible costs and reduces inbound costs Industry-leading call classification Ensures more live voice connects to agents vs. unproductive. (busy, fax, voice mail) Multiple, concurrent campaigns Ensures all operations run efficiently Automatic, skills-based pacing of agent-less outreach based on inbound (CC-Elite & AACC) Reduces inbound costs, reduces customer frustration Extensive reports – campaign, agent reports, disposition, completion codes Ensures efficiency and effectiveness of outreach programs and agents Extensive Web Services Easily integrates with other systems Avaya Aura® Orchestration Designer applications Simplifies creating and maintaining speech apps Based on Experience Portal, unified Operations/Administration Provides familiar interfaces, lower training costs, efficient operations
  • 12. 12Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Proactive Outreach Manager 3.0.1 – Solution View Campaign and Customer Data Application Server Email Server Experience Portal Proactive Outreach Manager Live Agent (opt-out from outbound self-service) Media Processing Platforms Experience Portal Management System Orchestration Designer Email Voice Text SMSC PSTN Call Center Elite or Elite-Multichannel or Avaya Aura Contact Center POM .NET API POM .NET API POM .NET API
  • 13. 13Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 13 POM 3.0.1 Summary  POM 3.0.1 with CC-Elite Agents or AACC agents  All-in-one solution for outreach provides multimedia 360 degree customer interaction  agents-based Preview, Progressive, Predictive  agent-less (voice, email, SMS)  Inbound/outbound blending  Unified agent administration, unified desktop, unified reporting  AAEP-resident solution with best-in-class software call classification  Common-Off-The-Shelf/Platform Vendor Independent deployment model for AAEP and POM components  Strong, Competitive Roadmap Ahead POM 3.0.1
  • 14. 14Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 14 Avaya Professional Services Custom Solutions for Proactive Contact David Wang
  • 15. 15Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 15 Avaya Professional Services Custom Solutions Provides an automated backup over the network to a remote server through NSF mount or SSH connections, encrypted or non encrypted. The backup process is totally un-attended and media- less. The restore process is as simple as to push one button and the solution will take care of the rest. Advanced Network Backup Solution Avaya is providing a framework that allows our customers to improve their business continuity processes. High Availability: List Sync and Configuration Sync Advanced Network Backup Solution Details >>>
  • 16. 16Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 16 Avaya Professional Services Custom Solutions HA-LS synchronizes contacted calling accounts on real time basis between two peer PC systems. It enables a seamless dialing platform shift instantly from one dialer to another in the event the first dialer is out of service. List Sync Configuration Sync provides synchronizations between two dialers on user-defined configuration files so that the remote dialer is in ready condition any moment when the first dialer is out of service. Configuration Sync
  • 17. 17Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 17 Avaya Professional Services Custom Solutions This solution provides the quickest loading process for the infinite job feature where the real time host data is loaded into the running infinite jobs in less or equal to one minute. This is extremely useful when customers want to contact their business leads in the soonest time possible. 1 Minute Infinite Job Appending Interval Call Suppression Manager provides the ability to suppress or un-suppress calls from calling lists on designated account numbers or phone numbers on real time basis. The suppression process can be interactive or batch mode. It’s useful to provide customers an alternative to address the mismatch situation between cell phone and physical address and Do Not Call etc. Real Time Call Suppression
  • 18. 18Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 18 Avaya Professional Services Custom Solutions The real time called data feed delivers the delta of call transactional data (briefed as tran.stat files) at a configured time interval (such as 2-5 minutes) to the public directory for SFTP which can be exported to customer’s other databases for monitoring and reporting purpose. This solution can be further enhanced to push the called data to the host’s database directly in real time. Real Time Called Data Feed Agent Blending by Choice offers unique flexibility to the Agent Blending feature to enable supervisors to efficiently manage the blending scope and the time window. The blending feature can be turned off or on at the granularity of each domain group using interactive or programmable way. Agent Blending by Choice
  • 19. 19Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 19 Avaya Professional Services Custom Solutions Addresses a challenge when PC is making outbound calls to cell phones based off of area code and running into situations where a person's area code on their cell phone isn't an accurate representation of what time zone they actually live in. (i.e. Person moves from New York to California and keeps their cell phone number). As a result, cell phone people are getting calls outside of regulated hours. This custom solution time zones each phone number based on zipcode associated with it so the dialing activities are truly guarded within legal time of the physical areas of the phones Zipcode-Based Time Zoning
  • 20. 20Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 20 Avaya Professional Services Custom Solutions Multi-Tenancy is a great feature on PC5.1 and above. However, the baseline of it only supports one global guard time definition for all tenants. Since different tenants may desire distinctive guard time definitions, this solution will enable each tenant to decide when it wants to stop dialing for each time zone. It provides great flexibility to the tenants. Distinctive Guard Time Definition per Tenant (PC5.1 and above) Simple Network Management Protocol (SNMP) is a widely used protocol designed to facilitate the management of networked devices from a central location. The SNMP solution on the dialer will provide the customers with detailed traps or notifications to their enterprise monitoring infrastructure so the customers know the failure at real time. SNMP for Instant Notifications on Proactive Contact and PG230 Conditions
  • 21. 21Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 21 Avaya Professional Services Custom Solutions Agent Blending provides great value to the customers to achieve the maximum agent utilization by blending agents between inbound session and outbound session calls. However this feature requires CTI integrations between the dialer and particular PBX that the customers use. This solution brings the agent blending feature to those customers who happen to use Cisco’s UCCE in their environment . The Avaya APS is able to provide CTI integrations to other vendor’s PBXs/IPACDs. Agent Blending with Cisco UCCE
  • 22. 22Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 22 Agent Blending with Cisco UCCE
  • 23. 23Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 23 Avaya Professional Services Packaged Applications for Proactive Outreach Manager J.P. Stamati
  • 24. 24Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Optimization Overview of Avaya Professional Services offers for Proactive Outreach Manager (POM) Enablement Innovation POM Deployment • POM system deployment • Outbound Campaign Development • Syntelate and Aura Agent Desktop design. POM on-site Knowledge Transfers Experience Portal and Orchestration Designer on-site Knowledge Transfers Advanced Software Applications Proactive Notifications: • Proactive Outreach for Payments (POPS) • Appointment Reminder • Interactive Notification (multi-purpose) • 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
  • 25. 25Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Proactive Notifications Applications What:  Pre-packaged multi-purposed applications that enables caller interaction once a party has been reached via an outbound engagement, offered along with Proactive Outreach Manager and Experience Portal.  Designed to help drive increased revenue, improve customer service and simplify processes for both incoming and outgoing contacts. Value to You:  Enhances the callers experience while improving center efficiencies.  Leverages your existing Avaya investment for increased ROI and new levels of innovation.  Closed loop customer experience enabling dynamic two-way interactions.  Applicability to multiple proactive use cases across many industries.
  • 26. 26Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Payments Application (POPS) What is it?  Pre-packaged, interactive Orchestration Designer application, offered along with POM and Experience Portal, to proactively remind and automate payments. Why does it matter?  Lower costs and improve collections efficiency.  Allows to segment the collections strategy:  Use Live Agents for mid-late stage and high balance accounts  Automate low balance and early stages collections with Payments App  Single outbound system for segmentation (POM) OR simply complement Proactive Contact agent based. How does it work?  Uses SMS/email as a low cost channel to proactively remind your customers.  Use voice for: Outbound: Reminder, Promise to Pay, Incentives, Automated Payment Inbound: Automated Payment, Incentives Transfer from Live Agent to automated payment, or transfer to Live Agent Automate payment using web services to payment gateways Segment your collections strategy, use automation and proactive reminders
  • 27. 27Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Collections Use Case w/ Payments Application Pre delinquency Early Stage collections Mid- Stage 30 days Late stage 60days Time Predictive call Preview call Due date E Mail Text E Mail Text Voice Live Agent Email-SMS payment reminders including inbound 800 number and/or web link Click here for audio demos Inbound Call - automatic payment App Outbound Call - automatic payment app Outbound Call - payment reminder only App
  • 28. 28Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Appointment Reminder Click here for audio demo Reduce appointment No shows
  • 29. 29Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Other examples of Proactive Notifications Insurance: • On-boarding • Claim-process • Renewal reminder Banking: • Payment reminders • Transaction confirmations • On-boarding • Fraud alerts Telecom: • Switch to auto pay • Minutes used • Payment reminders Retail: • Order status • Sale alerts • Delivery notification Government: • Emergency • Tax reminders • Political campaign Utilities: • Truck-rolls • Outage • Crew callout Health Care: • Appt reminders • Prescription renew • Staff Scheduling Airlines: • Flight status update • Travel alerts More than notifications – an interactive closed loop experience
  • 30. 30Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Survey Application How does it Work?  Orchestration Designer based (runs on Experience Portal) and easily administered through a web interface, with built in reporting.  Multiple modes/integrations available: – Inbound, post call survey: after live agent or end of self service tree. – Outbound (using PCS or POM): no live agent or after live agent conversation. – CTI integration with CC Elite, AACC and Interaction Center.  Three Questions types: Numeric Scale – 0 to 9, Yes/No, Free Speech Recording. What is It? Multi-purposed application that allows to easily create automated voice Surveys through a web interface. Why does it Matter? • Enables creation of surveys without expensive consultants. • Customer feedback for resource evaluation without resource initiation. • Flexible user experience allows best practice survey’s to be created in minutes, eliminating the need of code development Capture the voice of the customer quickly and easily
  • 31. 31Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 31 Summary  Recent Releases of Proactive Contact: – PC 5.0 – PC 5.1 – PC 5.1.1  Recent Releases of POM: – POM 3.0 – POM 3.0.1  Many packaged applications available for POM  Many custom applications available for PC & POM from Avaya Professional Services  And …
  • 32. 32Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 32 The Avaya PDS User’s Group Mission Statement: To provide a vehicle for AVAYA predictive dialer users to increase their knowledge on proper operation, utilization, and maintenance of their systems and other call center solutions in an environment conducive to networking. http://www.avayapdsusergroup.com/conferences/2014conference.shtml The annual user conference is held in September in Las Vegas, Nevada, USA This year’s conference will be held from September 22nd – 24th Attendance is MANDATORY ! 