Proactive Contact Beta Results & Outbound Contact Express


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Proactive Contact Beta Results & Outbound Contact Express presentation made by Joe Suggs of Avaya at the 2013 Avaya Dialler User Group Meeting

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  • 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.
  • Proactive Contact Beta Results & Outbound Contact Express

    1. 1. Proactive Contact 5.1 Beta Results Avaya Outbound Contact Express Joe Suggs Avaya Global Market Introduction © 2012 Avaya Inc. All rights reserved. 1
    2. 2. Topics  Avaya Proactive Contact 5.1  Avaya Beta Program / GMI  Avaya Outbound Contact Express © 2012 Avaya Inc. All rights reserved. 2
    3. 3. Proactive Contact 5.1 – Trial Outcome  Unrestricted GA on 15-Apr-2013  6 Production Trial Sites – Avaya Internal Center – External Customers – Global Outsourced Contact Center – Multi-Tenantcy – Collections – Telemarketing  All sites remained in production as part of trial © 2012 Avaya Inc. All rights reserved. 3
    4. 4. Proactive Contact 5.1 – What Was Added In Release Multi-Tenancy  Enhanced IQ Reporting  Upgrade to Oracle 11G  ASG Authentication  Automated Release Agent to Ready for Voicemail  Improved Log Messages  Enhance ID Field to Support Calling List Names  Backup Log  Out of Time Zone Cell Phone Handling © 2012 Avaya Inc. All rights reserved.  Simplify Supervisor Install  Supervisor-Side Logging  Batch Agent Update  Release to Release Migration Tool 4
    5. 5. What is Global Market Introduction (GMI)  Supported under both portfolios – Unified Communication (UC) – Contact Center (CC)  Helps ensure Avaya’s products and surround are ready for GA across the globe  Validates customer acceptance and provide feedback – using consistent and standardized methods throughout  Engages Business Partners and creates partnership with Avaya Professional Services © 2012 Avaya Inc. All rights reserved. 5
    6. 6. Programs In Support of Product/Solution Validation Program Alpha Program Early cycle product/solution initial live trial usually conducted at a select set of GMI supported Avaya locations. Partner Preview Program (PPP) Product/solution deployed in partner lab and is designed to allow Partners to evaluate software and features prior to GA Beta Program Final qualifying phase of product or solution, generally conducted with direct and indirect customers as well as partners to determine product or solution readiness prior to general availability to the market. Source: Placeholder © 2012 Avaya Inc. All rights reserved. 6
    7. 7. About Avaya Beta Program  Avaya's focus on quality minimizes risk - Products are released to Beta Customers/Avaya Partners only after specific Quality Criteria are met.  Avaya’s Beta Program validates new features in real customer configurations before the launch of a product.  The Beta Program allows Avaya to validate the products’ technical capabilities, future needs as well as the business processes and support necessary for the introduction of new products into the marketplace. © 2012 Avaya Inc. All rights reserved. 7
    8. 8. Value Proposition For Beta Participation  Be the First to Market. Get ahead of your competitors by learning, using and adopting new technologies & innovative solutions. Early exposure will allow you to gain knowledge and plan ahead on how to integrate advanced technologies to improve your business.  Influence the Product. Participating in the beta program gives you the opportunity to influence the final product development to your specifications as well as future requirements — not your competitors.  R&D Support. Get focused attention from Avaya R&D personnel. Experienced teams are assigned to oversee installation and problem resolutions.  Financial Incentives. Significant pricing discounts are offered for program participation. Software, hardware and firmware upgrades are provided at General Availability © 2012 Avaya Inc. All rights reserved. 8
    9. 9. To Participate In Upcoming Contact Center / UC Trials  See me during conference  Other Contact Center or UC Products – See me for contacts – Contact Your Avaya Sales Team or Avaya Business Partner  Additional Information Available On Avaya Website © 2012 Avaya Inc. All rights reserved. 9
    10. 10. Avaya Outbound Contact Express A new outbound solution Avaya has brought to market  Turnkey solution targeting the outbound only contact center market  Who needs it? – Mid-market enterprises/contact centers with outbound agent/voice needs Turnkey Solution  What is it? – A bundled solution consisting of switching, predictive dialing, scripting, speech analytics, and security © 2012 Avaya Inc. All rights reserved. 10
    11. 11. 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 © 2012 Avaya Inc. All rights reserved. 11
    12. 12. Before Avaya Outbound Contact Express Custom Integration of Multiple Core Outbound Capabilities Speech Analytics Collaboration Platform/PBX Reporting Networking Security Scripting Predictive & Preview Dialer © 2012 Avaya Inc. All rights reserved. 12
    13. 13. Avaya Outbound Contact Express Delivers Speech Analytics  Cabinet Collaboration Platform/PBX  Pre-configured Solution Reporting Networking Security  Implementation Scripting  Software License Predictive & Preview Dialer © 2012 Avaya Inc. All rights reserved. 13
    14. 14. 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 © 2012 Avaya Inc. All rights reserved. 14
    15. 15. Outbound Contact Express The Value for The Business Outbound Contact Express provides a pre-integrated, single vendor solution which includes all components that are critical to an outbound customer contact operation Higher Agent Productivity Lower TCO  Improved productivity and ease of use  Cost-effective solution tailored for the mid-market  Higher quality and consistency  Low overall acquisition and deployment cost  Industry leading algorithm driving higher agent effectiveness © 2012 Avaya Inc. All rights reserved. Simplicity  Higher simplicity in design, order, and deployment process  Speedier time to production Integrated Solution  Complete outbound dialing solution  Easy deployment of standalone solution  Robust support 15
    16. 16. Avaya Outbound Contact Express – Key Features  IP Office Server Edition – Single Server – – 250 Agents, 250 SIP and/or PRI trunks (with IP500V2 expansions) 250 VMPro CPA Ports – Two Servers – –  250 Agents, 500 SIP and/or PRI Trunks (with IP500V2 expansions) 500 VMPro CPA Ports Security – Secure SIP trunking through Session Border Controller for Enterprise  Avaya Speech Analytics Proactive Contact Dialer – Preview and Predictive Dialing – Call rates as per IP Office solution PC Supervisor – FCC compliant (as per current PC CTI solution)  Proactive Contact Applications – New thin client Web Agent – Supervisor applications rebranded (Monitor, Editor Analyst, Health Manager and Role Editor) on customer provided servers  Scripting – Integrated with new Web Agent  Call Recording for all agents – Archiving on customer provided server  Speech Analytics – Avaya Speech Analytics Desktop Client on customer provided PC  IP Web Endpoints Agent Providing Telephony (non UC) functionality to office users in addition to agents © 2012 Avaya Inc. All rights reserved. 16
    17. 17. Solution Deployment Greenfield with locally deployed agent handsets © 2012 Avaya Inc. All rights reserved. 17
    18. 18. Solution Deployment Re-use existing PBX assets for the agent handsets Existing PBX or SP © 2012 Avaya Inc. All rights reserved. 18
    19. 19. Web Agent Improve agent productivity and reduce TCO with Avaya’s web agent application Rationalize the steps your agents take when performing their jobs  User-friendly web-interface and statistical dashboard, including campaign and agent related information when agent is idle  Access to customer information during the call  Cost effective and efficient call control  Reduce and manage agent errors with Scripting © 2012 Avaya Inc. All rights reserved. 19
    20. 20. Scripting / Script Manager Enable agents to assemble and access crucial information for successful calls Easily compile the information you need  Windows based design tool enables supervisors to compile scripts  Simple drag-and-drop script elements and objects from palettes View holistic information for better conversations  Allows script design to be integrated with jobs  Shows customer data associated with the calling list and displayed within the Web Agent  Enable agents to directly access databases or generate emails from the script  Popup 3rd party web tools from the script © 2012 Avaya Inc. All rights reserved. 20
    21. 21. Reporting Improve campaign efficiency and effectiveness with Avaya’s reporting capabilities Gain real time insight into customer interactions and agent performance data  Gain visibility into campaign activity (e.g., calls remaining, call results, and agent activity)  Real-Time reporting through Campaign Monitor  Post-campaign reporting through Campaign Analyst  Create agent reports on agent work time and performance  Pull reports using intuitive report wizard © 2012 Avaya Inc. All rights reserved. 21
    22. 22. Call Recording Record all calls with embedded Call Recording function Have calls available for compliance or further analysis to improve productivity and customer satisfaction  Record conversations without need for an additional solution  Archiving & Storage on customer provided server  Recording stored with Meta Data in WAV File (date, time, agent, called number, …)  Recordings available to Speech Analysis for further processing © 2012 Avaya Inc. All rights reserved. 22
    23. 23. Avaya Speech Analytics Desktop Client Define objectives and easily understand trends related to your success Export Plug-In  Export Plug-In for OCE to create CSV File and launch Excel Sample Use Cases  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 Search Terms my supervisor my supervisor my supervisor Relevance File Name 87 MSG3536398658.wav 50 MSG3536398928.wav 40 MSG3536399459.wav © 2012 Avaya Inc. All rights reserved. Tags Caller Number Agent Extension Agent Name Date 8012811 3011 agent1 1/23/2013 8012811 3011 agent1 1/23/2013 8012811 3011 agent1 1/23/2013 Time UTC Offset 12:55:53 0 13:00:18 0 13:09:14 0 Recording Duration 1:23 6:45 6:01 Recording System Alaska1 Alaska1 Alaska1 23
    24. 24. Avaya Outbound Contact Express Summary 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 web-client, scripting, reporting, call recording and speech analytics Web IP Endpoints Agent  Option to utilize PBX functions of IP Office © 2012 Avaya Inc. All rights reserved. 24
    25. 25. Questions © 2012 Avaya Inc. All rights reserved. 25