Avaya - UK Ireland Outbound User Group Presentation (Public)
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Avaya - UK Ireland Outbound User Group Presentation (Public)

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Presentation provided by Andee Castillo at the UK & Ireland PDS User Group Meeting on 25th March 2014.

Presentation provided by Andee Castillo at the UK & Ireland PDS User Group Meeting on 25th March 2014.

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  • Common off the Shelf (COTS), Platform Vendor Independent (PVI)

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  • 1. Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Outbound Solutions from Avaya What’s New? Andee Castillo, Outbound Solutions Consultant
  • 2. 2Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Topics Outbound Market Dynamics Avaya’s Outbound Offers Avaya Proactive Outreach Manager (POM) What’s New In Proactive Contact 5.1 Q & A
  • 3. 3Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Avaya, Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. 3 Market Growth Traditional • Collections Proactive Outreach • Collections • Telemarketing • Customer Service • Appointment reminders • Surveys • Loyalty Calling • Automated Agents • SMS • Email Traditional + • Collections • Telemarketing • Welcome Calls • Winbacks Mid-late 1980’s 1990’s 2000’s Evolution of Outbound Dialling
  • 4. 4Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Today’s customers want to be served in their channel of choice… Source: Webtorials Editorial/Analyst Division 63% 15% 27% 27% 27% 9% 15% 8% 10% 9% Voice (agent) Fax Voice (self) Email Web SMS Chat Video Social Media IM Live Voice (agent based) interactions still dominate customer preferences, but others channels are growing in popularity
  • 5. 5Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 5 Avaya’s Outbound Offers  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 voice notifications, with opt-out Proactive Contact Stand Alone  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 logic Proactive Outreach Integrated  A turnkey, bundled solution for mid- market (<250 agents)  Uses IP Office Switch (no PG230)  Includes:  Proactive Contact 5.1  Web based agent  Scripting  Recording  Analytics Outbound Contact Express Bundled  Avaya’s Next Generation Outbound  Proactive Contact & Experience Portal on a common server  Live agent & multi- channel from a single platform  POM 2.5 (Automated Notifications only) released in 2012  POM 3 (live agent) Available today Unified Proactive Outreach Manager (POM)
  • 6. 6Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. You Asked, We Listened Proactive Contact 5.0 Feature List Summary Telephone PG230 IP Card Enhanced Cell Phone Detection* Productivity 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 Extend Agent Joblist Functionality * Automatic Recalls for Completed Jobs* Automated Agent Monitoring Transition* *Customer Requested Feature/Enhancement (GRIP) Blend Agent Blend Support for Avaya Aura® Contact Center* Simultaneous Agent and Call Blending Administrative Enhanced SNMP Support Strengthened Password Support Simultaneous Campaign Alert* Enhanced Oracle Database Documentation SMTP Support* Logical Code Isolation Upgrade Simplification Miscellaneous Improvements (see detail) Hardware and Software Miscellaneous Improvements (see detail)
  • 7. 7Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 7 Real Time Change Of Selection Records
  • 8. 8Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 8 Real Time Change Of Selection Results
  • 9. 9Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 9 Real Time Change Of Selection Sort
  • 10. 10Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Automatic Record Selection for Job Linking  In this release of Proactive Contact, the users are provided with controls that allow them to have the Record selections on Linked Jobs run automatically right at the end of the current Job.
  • 11. 11Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Multi-Unit Selection for Unit Work List Jobs
  • 12. 12Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. You Asked, We Listened Proactive Contact 5.0 Feature List Summary Telephone PG230 IP Card Enhanced Cell Phone Detection* Productivity 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 Extend Agent Joblist Functionality * Automatic Recalls for Completed Jobs* Automated Agent Monitoring Transition* *Customer Requested Feature/Enhancement (GRIP) Blend Agent Blend Support for Avaya Aura® Contact Center* Simultaneous Agent and Call Blending Administrative Enhanced SNMP Support Strengthened Password Support Simultaneous Campaign Alert* Enhanced Oracle Database Documentation SMTP Support* Logical Code Isolation Upgrade Simplification Miscellaneous Improvements (see detail) Hardware and Software Miscellaneous Improvements (see detail)
  • 13. 13Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. PC5 Internet Monitor Summary Campaign and Agent Data via the Web 13 Job Status and Detail Views Agent Status and Detail Views
  • 14. 14Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. You Asked, We Listened Proactive Contact 5.1 Feature List Summary Current Release Multi-Tenancy* 10 Dialers per Pod* Support Longer Calling List Names (GRIP1350)* Automated Release Agent to Ready for Answer Machines (GRIP 6004)* Oracle 11g Enhanced IQ Reporting Events Out of Area Code Cell Phone Time Zone Handling* Simplified Supervisor Install *Customer Requested Feature/Enhancement (GRIP)
  • 15. 15Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 15 Tenants
  • 16. 16Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Creating a tenant
  • 17. 17Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 17 Automated Agent Release to Ready  Avaya Proactive Contact connects all calls to a live agent and the system continues to detect answering machines. If the system detects an answering machine, the administrator can configure the Avaya Proactive Contact system to perform one of the following actions: – End the call without playing a message and place the agent in the ready mode. – Play a message on the answering machine but also place the agent in the ready mode. – Leave the answering machine with an agent
  • 18. 18Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 18 Proactive Outreach Manager 3.0
  • 19. 19Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 19 Proactive Outreach Manager What is it?  A complete solution to create and manage all outbound communications including agent-based predictive dialing campaigns as well as agent-less voice, email, and SMS notifications and interactive services Why does it matter?  Enables organizations to proactively reach out to customers with the right information at the right time at the lowest possible costs, resulting in increased customer satisfaction and loyalty, lower overall costs of service and improved inbound call volume management How does it work?  Run with Avaya Aura Experience Portal and Avaya’s assisted contact center solutions (CC-Elite)  Unified agent administration, Inbound/Outbound blending, Agent desktop APIs  Provide personalized Voice, SMS, Email interactive services paced automatically to inbound service levels  Powerful strategy builder to escalate between agent-less voice, e-mail 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 (only as needed from notification) Voice Text E Mail Live Agent Predictive
  • 20. 20Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Outreach Flexibility Agent Efficiency Lower TCO POM Design Objectives • Unified system for automated notifications and predictive agent-based dialing • Single strategy to seamlessly escalate from automated E- mails, SMS, voice to Preview, Progressive, Predictive • More live connects due to superior call detection & dialing algorithms • Inbound/Outbound blending • Common Agent APIs for desktop • Agent scripting • Single vendor solution • Integrated with Avaya’s contact center solutions & Avaya Aura Experience Portal • Lower cost per success – Sale, Promise to Pay, Renewals, etc.
  • 21. 21Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. “Your subscription is set to expire in 60 days! To save time and 5%, renew on-line now at www.renewnow.com” “Thank you for your renewal! We appreciate your business! Please visit www.company.com “Your subscription is about to expire. We can help you avoid all the hassle and renew now over the phone, and save you 5%!” “Your subscription is about to expire. We value you as a customer and help you renew now and save you 5%!” Agent Phone call Automated Email Automated Voice Notification SMS or email Design a multi-layered strategy that supports you business model …
  • 22. 22Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 22 …and let the system manage channel escalations automatically Live Voice Pass to Agent Voicemail Custom Voicemail message: “Sorry we missed you. Your delivery is planned for tomorrow 11 AM! Ring - No Answer Attempt additional try in 2 hours then move to text or email Busy Retry in 10 minutes Customer SIP Proactive Outreach Live Agent Voice Text E Mail
  • 23. 23Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 23 POM 3.0 content highlights  Agent-based dialing with Preview, Progressive and Predictive Modes for CC-Elite  Skills-based agent inbound and outbound blending  Common POM Agent APIs for desktop  2-way SMS and 2-way Email  Automated skills-based pacing of agent-less multimedia outbound for AACC in addition to CC-Elite (CC-Elite released in POM 2.5)  Campaign and Agent real-time and historical reporting  Call Recording with Avaya WFO  Extensive Web Services (e.g. post-processing of results from job)
  • 24. 24Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 24 Outbound Campaign Life-cycle SIP Proactive Outreach Manager
  • 25. 25Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 25 Home Page – Overall view of System
  • 26. 26Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 26 Contact Lists Easy editing of any customer record within the outreach list. Flexible search and sort to easily view and modify lists.
  • 27. 27Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 27 Preview, Progressive, Predictive
  • 28. 28Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 28 Skills-based Blending  Ensures inbound customer experience per skill is optimum while maximizing outbound productivity  Monitor parameters - Queue length, EWT, ASA, % Service Level  Blender constantly checks for thresholds POM Blender POM Blender Release agent to Inbound Queue Acquire more agents for campaign Real-time inputs from Inbound/Outbound
  • 29. 29Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 29 Real-time Monitor: Agent & Campaign Details
  • 30. 30Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 30 POM - Reporting Agent Activity Detail Report
  • 31. 31Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Proactive Outreach Manager Reports  Campaign Detail – Contains all contact attempts history for a campaign  Campaign Summary – Summarized data showing number of call/email/SMS attempts made by campaigns  Completion Code Summary – Summarized data about various completion codes and their counts  Completion Code Trends – Hourly trends showing number of contacts attempted with their completion codes  Nuisance Call Summary
  • 32. 32Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 32 POM-Version 3.0: Agent Desktop & Agent Scripting  Agent Desktop – All agent desktops working with POM shall utilize a common agent desktop API created by POM – For CC-Elite, there are multiple choices: – 3rd party desktop certified by Devconnect and re-sold by Avaya (made by Inisoft) – Web-based or thick client – 3rd party desktop acquired directly from partners (e.g. Amtelco or Callscripter) – May or may not be Devconnect certified – Custom desktop created by customer engaging internal or Avaya Professional Services resources  Agent Scripting – All agent scripting working with POM shall utilize a common agent scripting integration API created by POM – Agent scripts are defined per job and are callable using a url with parameters – For CC-Elite, agent scripts to fit into the multiple desktop choices listed above
  • 33. 33Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. synTelate and Avaya Partnership. – 12 years Avaya Proactive Contact Outbound / Inbound / Blended  Global OEM agreement  Avaya material codes  Support, PS and Licencing through Avaya  Global presence  Large install based Avaya Proactive Outreach manager POM 3.0 + Avaya’s out of the box desktop for POM 3.0  API’s developed in partnership with Inisoft
  • 34. 34Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 34 Details Pages External Data ( e.g. From a CRM) SynTelate Script SynTelate Desktop details…
  • 35. 35Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 35 SynTelate POM Toolbar : Features are activated according to POM capabilities Call / Wrap/ Preview/ Consult Timer POM Campaign / Call State / Agent State POM Contact List Data SynTelate Desktop details (cont.)
  • 36. 36Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 36 Extensive Web Services for Rapid Integration Reports Customer Systems Status Contact Selection JDBC Web Services Status Updates E Mail Text Voice Customer Data Campaign Proactive Outreach Manager Administration
  • 37. 37Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Optimization Overview of APS offers for POM 3.0 Enablement Innovation POM Deployment Agent-less Agent-based (w/ SynTelate) Combined (w/ SynTelate) POM on-site Knowledge Transfer AAEP/AAOD on-site Knowledge Transfer Advanced Software Applications Personalized applications: • Interactive Notification (multi-purpose) • Proactive Outreach for Payments (POPS) • Appointment Reminder • 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
  • 38. Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Summary
  • 39. 39Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 39 POM - Version 3.0 Summary  Augment & Evolve – Augment agent-based outbound with agent-less – Evolve to a complete 360 degree interaction solution increasing efficiency and effectiveness of outreach  POM 3.0 with CC-Elite Agents  Outbound Multimedia channels (Voice, SMS, eMail)  Supports concurrent agent-based and agentless campaigns  Custom or 3rd party agent desktop, Unified Agent Administration, Agent Blending  Graphical, 3rd party agent scripting tool  AAEP-resident solution without specialized call-classification dialer H/W  COTS/PVI deployment model for AAEP and POM components  Strong, Competitive Roadmap Ahead
  • 40. 40Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 40 Investment Protection and Migration  Proactive Contact 5.x or Later – Customers with Upgrade Advantage are eligible for free license migration to POM 3  Proactive Contact 4.x or earlier with or without Upgrade Advantage – Must upgrade to PC 5.1 (software only) which then entitles you to free license migration to POM 3
  • 41. 41Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Summary: We’ve got you covered © 2010 Avaya Inc. All rights reserved. 41 World Class Implementation & Support: AVAYA PSO & CUSTOMER SUPPORT Business Partner Community: AVAYA CERTIFIED PARTNERS & AVAYA CONNECT High Production, Enterprise Dialing Solution: PROACTIVE CONTACT Multi-channel Inbound, Outbound & Blend: P.O.M.    
  • 42. 42Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. Q&A Thank You