Webinar - Interaction Dialer overview - Outbound dialing made even more powerful

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Interaction Dialer has always been a powerful dialing platform, but version 4.0 takes it to another level. With multi-campaign dialing, intuitive management tools, enhanced reporting, and call …

Interaction Dialer has always been a powerful dialing platform, but version 4.0 takes it to another level. With multi-campaign dialing, intuitive management tools, enhanced reporting, and call throughput that’s second to none, Interaction Dialer 4.0 has raised the bar again.

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  • Our mission is to use our technology know-how to enable our clients to deliver an exceptional experience to their customers
  • This slide should be used to tell the comprehensive story about Avtex. Focus on breadth and depth during this slide. Avtex provides virtually every capability to enable a company to improve their customer experience by optimizing interactions through technology integration and implementation. Core Four: Portals, Unified Communications, Contact Center and CRM are critical tools for establishing a customer experience frameworkInfrastructure: A solid infrastructure is required for solutions to perform their bestIntellectual Property: Avtex has invested in building a team to develop intellectual property for common challenges that our customers face leveraging common platforms. We are continually doing R&D innovation on emerging platforms to better understand how they may impact our customersApplication Development / Integration and Customization: Virtually every one of our solutions involves integration with other systems and solutions. This integration may involve customizing certain capabilities to meet a customers unique requirements. We also design custom applications if an existing platform solution doesn’t meet the needs of a customer.Strategic Consulting: We have created a team dedicated to strategic customer experience consulting. This team is focused on working with organizations to better understand their customers journey and how technology aligns to their strategyProfessional Services: Avtex provides professional services to support all of the areas above.

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  • 1. Welcome to Websday Weekly Webinar Series on Wednesdays by AvtexInteraction Dialer overview -Outbound dialing made evenmore powerfulDate/Time: 09.26.2012 10:00 AM CDTPresenter: Owen B. Robinson, VP ofContact Center, Avtex Owen B. Robinson VP of Contact Center Solutions, AvtexInteraction Dialer has always been a powerfuldialing platform, but version 4.0 takes it toanother level. With multi-campaign dialing,intuitive management tools, enhanced reporting,and call throughput that’s second to none, Websdays: Weekly Webinar Series onInteraction Dialer 4.0 has raised the bar again. Wednesdays by Avtex www.avtex.com/websday
  • 2. Websday Schedule Upcoming Schedule of Websday TopicsDate / Time Topic Top 10 Reasons to Upgrade CRM Dynamics to CRM10.03.2012 10:00 AM CDT Dynamics 201110.10.2012 10:00 AM CDT SharePoint and Nintex: Better Together10.17.2012 10:00 AM CDT Managing Quality Assurance in your contact center with Interaction Recorder and Interaction Analyzer10.31.2012 10:00 AM CDT Customer Interaction Center 4.0 - What’s there now and what’s coming soon Websdays: Weekly Webinar Series on www.avtex.com/websday Register Today Wednesdays by Avtex www.avtex.com/websday
  • 3. Avtex Customer Conference 2012The Intersection of Technology and Customer Experience Keynote Speaker Harley Manning 10.25.2012 Vice President Customer Experience Register Today Minneapolis, MN Forrester www.avtex.com/conference2012 Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 4. About AvtexCommitted to Interaction OptimizationCompany Founded: 1972 Bloomington, MN (HQ) Milwaukee, WIEmployees: 200Revenue: ~$50MPohlad Family OwnedMicrosoft Gold PartnerInteractive Intelligence Partner Atlanta, GA Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 5. Our Mission Our mission is to use our technology know-how to enable our clients to deliver an exceptional experience to their customers Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 6. Avtex 360° Technology Enabled Customer Experience Solutions for every Point of Interaction Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 7. Interaction Dialer 4.0® Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 8. Agenda• Interaction Dialer 4.0® Key Themes• Interaction Dialer 4.0® Features• Interaction Dialer 4.0® Road Map and soon to be released capabilities Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 9. Interaction Dialer 4.0® Key ThemesMultiple Active Campaigns per AgentEasier ManagementBlended Call DispositionConsolidated History Data Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 10. Multiple Active Campaigns per Agent Campaign Agent Campaign States: • ON Campaign 1 (active) • OFFAgent 1 • Scheduled Calls Only Campaign 2 (active) Campaign 3 (active)Agent 2 Campaign 4 (active) Calls Agent Login List Calls Scheduled Calls Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 11. Easier Management Interaction Filters Query by Example (like MS Access) Center Multiple filters per campaign Business Manager Policy Sets Multiple Policy sets per campaign Call List Import and Export tool with Mapping andDialer Management Console Import/Export Filtering Capabilities• Dialer Administration (SU1)• Real-time Stats/Monitoring Query and Update Query-By-Example, then View Results, then• Call List Management Call List Apply Some Action to Selected or All Contacts (e.g. reset attempts, set status) Get Counts from Call Pre-defined queries on Call List (e.g. count of List callable/all contacts by time zone, count of contacts by status, count of contacts by attempts) Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 12. Blended Call Disposition Call Type Wrap-up Code Wrap-up Code Disposition: Category Wrap-up Code (which has a Inbound Call PAY Payment Wrap-up Code Category) Outbound Call PAY Payment Simple example that shows the consistency between blended calls• Could allow a Dialer call to be dispositioned using the Interaction Client• Allows additional reason codes (wrap-up code categories) to be defined• Maintains consistency between inbound and outbound call results Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 13. Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 14. Interaction Dialer 4.0® MediaServer Call Analysis Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 15. Call Analysis – What Is It?• Definition – Process of determining the initial result of an outbound call• How is it done? – Through a combination of audio and signaling analysis• Terms often substituted for call analysis – CPA – Call Progress Analysis – Software Answer Supervision – LSD – Live Speaker Detection – PVD – Positive Voice Detection – AMD – Answering Machine Detection – PAMD – Positive Answering Machine Detection Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 16. Live speaker : background noiseIt is common when a call connects to have background noisefrom cocktail parties, TV’s, radios, small children, etc. Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 17. Live speaker : background noiseIt is common when a call connects to have background noisefrom cocktail parties, TV’s, radios, small children, etc. Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 18. Live speaker : background noise Tone: Speech: ring Answering machine Standard call analysis confuses babble noise as an answering machine, and the dialer abandons the call. Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 19. Live speaker : speech ringback Many national networks use speech recordings as ringback. Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 20. Live speaker : speech ringback Speech: Answering machineStandard call analysis confuses speech ringback withan answering machine, so the dialer abandons the call. Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 21. Live speaker : music ringback Speech: Music: Speech: ring ring/hold live speakerMedia Server Call Analysis detects any kind of musicand continues the call, so the dialer connects to a live speaker. Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 22. Network messages without SITNetwork messages for disconnected or reordered numbersoften do not begin with a Special Information Tone (SIT). Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 23. Intercept messages without SIT Speech: answering machineStandard call analysis confuses these messages withan answering machine, resulting in redials and wasted time. Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 24. Intercept messages without SIT Speech: intercept messageMedia Server Call Analysis detects SIT tones and recordings,so dialer records may be updated as appropriate. . Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 25. Interaction Dialer 4.0® Road Mapand soon to be releasedcapabilities Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 26. Interaction Dialer Roadmap Dialer 4.0 SU1 Dialer 4.0 SU2 Dialer 4.0 FutureDialer 2.4/3.0 Migration CCS Switchover IPA IntegrationDialer Configuration/ Preview Enhancement Feedback IntegrationAdministration in ICBM Email/SMS Enhancements Customizable DashboardsAgent Management UI Targeting Targeting Targeting Q4 2012 Q1 2013 H2 2013 Note: All roadmap topics are dependent on Development and Testing results and are subject to change. Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 27. Central Campaign Server Switchover • Fully redundant system with Dialer Database switchover pairs for Central Campaign Server Server and Outbound Dialing server CCS (switchover pair) ODS CIC+Dialer (switchover pair) Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 28. Preview Dialing FeaturesWhen Can You Preview dialing of a contact allowed within a preview campaign ANDPreview Dial a within predictive or power campaign via a pre-call policy (e.g. for aContact callback or high-value contact)Agent ACD Option to leave agent ACD available (e.g. for inbound calls) until agent presses theAvailability in “Dial” button for the contactPreview ModePreview Dial Per campaign setting controls amount of time agent is given to selectTimer “Dial” before base/custom script auto-selects “Dial” for the agent Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 29. Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 30. Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 31. The Winner Is … Free Copy of Microsoft Office 2010 ProfessionalWebsdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
  • 32. Thank You!Thank you for attending Websday.We hope to see you at a future session. www.avtex.com/websday Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday