You have a need so lets look at what it takes to build a system to try to meet those needs todayClick:So first we start with dialer CLICK:We will have some people that aren’t part of the dialer – so we need a pbxCLICK:Now we have to connect those groups together so now we need a network CLICK:Then we have to make sure that the network is secure to the outside world so we need securityCLICK:The Agents need to know what to do and say,so they need agent scriptingCLICK:And you need data analytics / reporting to understand your operationsCLICK:And you need speech analytics to efficiently review all of your voice recordingsYou’ve all run into this Can’t get it from a single vendorYou can’t have all of your software on the latest version because they won’t all work togetherYou have to work across vendors and platforms and applications to get an integrated solutionIt’s complex, costly and takes a long time to implementWe understand your problem and what it was like in the past to solve your problem That’s why today we are delivering a new innovative solution that will simplify thingsCLICK TO TRANSITION TO NEXT SLIDE
And Avaya Innovation has delivered againWe believe the best way to solve the problem was to take the capabilities you need for your outbound contact center and simplify them into 1:1 Cabinet - keeping the capabilities in a single cabinet instead of across multiple boxes1 Pre-configured and pre tested solution – We wanted to simplify the integration of the capabilities so we did the configuring and testing ahead of time.1 Install – Because its in one cabinet and is already preconfigured and pre-tested it makes the installation simple and fast. The installation takes minutes instead of days and weeks.1 Software license – The capabilities you need to run the most efficient operation are all included in one software license which makes it simple to purchase and simple to maintain.We believe this new solution will address the key challenges your outbound call center faces today and can deliverHigher Agent productivityLower TCO And simplify your operationsI would like to announce Avaya’s latest innovation the Avaya Outbound Contact ExpressTEAM BRINGS OUT PRODUCT TO UNVEIL
Avaya Outbound Contact Express provides the technology and tools critical to your outbound customer contact operation. You will get all major components bundled together providing a full solution with components that are often sold separately today.A Turnkey solution Designed as a standalone solution for easy deployment (up and running faster) Includes all components necessary for a full outbound dialing solution Offers simplified implementation and support - application/telephony integration Lower TCO Cost-effective solution tailored for the mid-market agent-assisted outbound contact centers Lower overall acquisition and deployment cost – much lower than acquiring, integrating, and maintaining individual components Single Point of contact for support reduces ongoing operational costs Includes PBX functionality for office users Simplicity Higher simplicity in order, design and deployment processes drive speedier time to production Higher Agent productivity Web clients for ease of use and improved productivity Analytics engine drives higher quality and consistency within agent base Industry leading algorithm drives higher agent effectiveness
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.
First we help you specify/determine the content and key call drivers to search against your business objectives – and construct the phrases and remarks. Examples of the what you would be searching for: Policy adherence Repeat call indicators Indicators of dissatisfaction Outcome detection Key moment detectionOnce you’ve defined your objectives, you’ll want to build a comprehensive set of phrases to search against.Example usage cases for OCE: Did the agent follow the script? Was the agent unprofessional to the customer (used foul language)? Search for terms the customer claim they said or didn’t say (eg. agreed to make payment but later claim they didn’t agree on the call).Now once search and tagging operation has been performed; leveraging metadata, we upload, analyze and establish:Root causes of repeat callsMost significant causes of dissatisfactionMain causes of unsuccessful outcomesThis provides Business Intelligence:Delivers focused business intelligence from call recordings across the organization.Out of the box reports allow for a fast start-up, minimising the deployment time and cost.Targets the key areas of customer contact improvement; operational efficiency, risk management and revenue optimization.For Outbound Contact Express, a new export plug-in has been developed to create a Comma Separated Value (CSV) file that includes the results from ASADC on a specific recording and the associated meta-data that is part of the recording. The Outbound Contact Express plug-in is installed separately from the ASADC installation. Once installed, the export option of the ASADC will automatically launch it.
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.