Acqueon's LCM - for Cisco Unified CCE Dialer - Presentation


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Presentation file on LCM for the Cisco Unified CCE dialer with a detailed take on the robust features.

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Acqueon's LCM - for Cisco Unified CCE Dialer - Presentation

  1. 1. List & Campaign Manager for Unified CCE Dialer Overview
  2. 2. Agenda • About Acqueon • The Need • Li t and Campaign M List d C i Manager (LCM) Overview • Features of LCM • LCM Applications pp • Reports
  3. 3. About Acqueon
  4. 4. Acqueon Technologies Inc • Acqueon Technologies Inc specializes in developing products and solutions for the Customer Interaction Management ( g (CIM)) industry • These products and solutions use p business logic to deliver a distinctive customer experience by enabling organizations t not j t i t i ti to t just interact with their t ith th i customers – but relate
  5. 5. Acqueon Technologies Inc • Acqueon products and solutions also offer a compelling Total Cost of Ownership (TCO), which is further enhanced by rapid deployment d l • Acqueon products and solutions handle millions of t illi f transactions every d at multiple ti day t lti l sites and are implemented across various verticals such as Banking Insurance Retail Banking, Insurance, Retail, Telecom, Healthcare, and Education among others, in over 17 countries
  6. 6. The Need
  7. 7. The Need – Contact Management • It is 2PM. The telemarketing agent calls a 2PM platinum customer. The customer picks up and rudely shouts “didn’t I tell you guy didn t to only call me after 6 PM” – You just lost your business with this customer – Had you been able to set a preferred calling time based on the individual needs of a customer you would have actually made a sale now
  8. 8. The Need – Campaign Management • Customer is called on his / her mobile, home number, and office landline. Same service. Same day. Three different agents –Y h You have one unhappy customer who i tired h h is i d of telling you that you have called before – Had you been able to do better contact management handling multiple numbers of a customer seamlessly, customer retention would have been higher
  9. 9. The Need – Multi Channel Support • Your collection agency needs to remind this customer of his impending due date and amount, but he just refuses to answer his mobile or its always busy – F il d to meet collection targets as the Failed ll i h customer was not reminded on time – If my dialer had supported multiple channels I could have sent him an SMS today with his reminder while rescheduling the call tomorrow
  10. 10. The Need – List Management • You need to call your high value customers in the first half of the day and then call others – Failed to target specific customer segments based on business demands – If my dialer had supported contact selection based on my customer segments I could have controlled the calling pattern as required by my business
  11. 11. The Answer – List & Campaign Manager (LCM) for Cisco Unified CCE Dialer
  12. 12. LCM for Cisco Unified CCE Dialer • LCM (List & Campaign Manager) for Cisco Unified CCE Dialer provides powerful List & Campaign management capabilities for the Unified CCE Dialer • LCM also offers outbound capabilities for SMS and Email channels over the Unified CCE platform • LCM offers agent side SDK, which enables agent applications t set bl t li ti to t business outcomes for contacts handled and control the contact life cycle within the li t th list
  13. 13. Features • Auto scheduling of campaigns – Controls g p g Campaign runtime automatically – Specify hours of operation each day – Specify different hours of operation for specific days – Specify days of the week it should not run – Specify Holidays across years • Di l Pl M Dial Plan Management t – Offers multiple calling numbers with different times of operation to be uploaded with individual contacts – Control contact life cycle with the Dian plan – Switch across channels within a dial plan for the same contact
  14. 14. Features • Business Flow Management g – Set multiple business outcomes for each campaign – Define dial plans for individual business outcomes to maintain contact lifecycle • Contact selection – Powerful contact selection algorithms based on market strategy – Allows custom contact selection filters based on business parameters • Multi Channel Contact Management – Supports SMS and Email Channels – Marketing Campaigns for SMS and Email can be executed. – Within a Voice campaign contacts can be switched to SMS or Email. Very useful for Business like Collections
  15. 15. Features • Scripting p g – For SMS and Email Campaigns • Time zone management • Do not call list management Do-not-call • Designing campaign-specific agent applications on the run – SDK plug in on Cisco based screen pops to capture Business Outcomes or set Callbacks • Strong historical reporting of campaigns • Open system architecture • Designed for q g quick installation and deployment p y • Support for Unified CCE version 7.2 & 7.5
  16. 16. LCM Applications & SDK • Controller – Used by administrator for LCM administration • Monitor – Used by supervisors for historical reports • SDK – Used in custom agent applications to set business outcomes or set callbacks • Out Of the Box Web based Agent Application – Can be used with both CAD or CTIOS based agent applications • Call Guide – Used in custom agent applications as an agent question prompter
  17. 17. Business Benefits • Business verticals like the financial sector can glean benefits of the Unified CCE p platform as the contact management g strategy based on business outcomes is seamlessly handled by LCM • LCM enhances Unified CCE list and campaign management capabilities bringing in b i i i greater b i t business f focus t to contact management flows of the organization
  18. 18. Business Benefits • Maximizes yield from the records – Increases the number of productive calls to customer – Enhances business returns • Increase customers contact points – Customers can be contacted across multiple channels if Voice channel fails • Enhance customer experience – Reduce customer abandonment and irritation – Customer are contacted at the right time and through the right channel
  19. 19. Pacing Modes
  20. 20. Pacing Modes • Voice using the Cisco Unified CCE Enterprise Dialer • Progressive SMS • Progressive Email (Email Blaster also supported) • Shift contacts across channels within the same campaign as desired
  21. 21. Cisco Voice • LCM ‘Cisco Voice” pacing modes p p g passes the control of dialing to the Unified CCE Dialer • All list and campaign management features are executed b the LCM platform d by h l f • Call outcomes status are fed back into LCM to execute dial plans and business outcomes Cisco Unified To CCE Dialer customer LCM Call Status Cisco DB DB Call Status
  22. 22. Progressive SMS • In Progressive SMS, the system sends an SMS g y from a GSM Modem (multiple GSM modems can also be used) • No agents are involved and the system can be automated • Mostly used for reminder campaigns or advertising new products of a company d ti i d t f Form SMS Send SMS to message in SMS mobile # using script GSM modem LCM DB
  23. 23. Progressive Email • The system sends an Email using SMTP; multiple Email outbound engines can be configured • Emails outcomes can be captured for errors like “Mail Box Full”, “Invalid Email ID”, etc and respective Dial Plan can be applied • From and Reply address can be configured as well as Email Blast option is available where same content Email will be blasted across to multiple customers p Form Email Send Email Using To Customer Message in Email SMTP configured Script for Outbound. Email ID LCM Update Contact Receive Email From Dial Plan based Errors Using on Email Error POP3 Customer Email Service DB Provider
  24. 24. Dial Plan
  25. 25. Dial Plan
  26. 26. Dial Plan • LCM offers a very powerful rescheduling of calls using a di l plan i dial l • For any call outcome, various settings can be done to govern the future behavior – Reschedule the call after specific days, hours or minutes – Set maximum no. of retries for dialing a contact – Adjust priority of a contact by increasing or decreasing it – Change the mode of dialing • For example, dialing residence number after failing to reach the customer on his mobile phone number – Or close a contact
  27. 27. Dial Plan - Modes • A mode is basically the number to dial out • For a dial plan various modes can be set • Basic modes are like home, office or mobile number • Modes can have different start and end times and LCM will automatically change modes while rescheduling a call when a mode is no longer valid for dialing out • Modes can have weightage attached to them and the mode with the highest weightage is selected when multiple modes are valid at any given time
  28. 28. Dial Plan – Across Channels • A dial plan mode can be across channels p • For example, a mobile number mode can be with channel type voice as well as channel type SMS • Mobile – voice with higher priority, dialing out fails due to ‘No Answer , it can be rescheduled No Answer’ for a SMS through the mobile – SMS mode
  29. 29. Dial Plan – Business Outcomes • LCM offers the flexibility to design a Dial Plan based on Business O t B i Outcomes. • Depending on the Success or Failure status of an outcome a contact can be closed, ‘Do Nothing’ or rescheduled as required. h d l d i d • Customers need not upload fresh contacts every day into different campaigns.
  30. 30. Dial Plan & Modes - Voice
  31. 31. Dial Plan & Modes - SMS
  32. 32. Dial Plan & Modes - Email
  33. 33. Customer Scenario ..1 1 • Customer is running a collection campaign • Each contact has multiple numbers, home, office and mobile • Customer wants to call each number at different times of day diff t ti fd
  34. 34. Configured Dial Plan ..1 1 • Customer is called for the first time at his h ti t hi home number at b t 08:00, It being “Busy”, it is rescheduled • The contact is tried again at 08:30 and 09:00 on his home number and each time it is busy • Now when the contact is rescheduled for 09:30, instead of the home number, it is scheduled for Office number as Office1 is For any voice failure outcome valid mode after 9:00 AM like “Busy”, “No Answer”, etc it is • Similarly if office number would set to be rescheduled after 30 fail continuously it would minutes for a maximum of 4 reschedule for the mobile mode retries for each number
  35. 35. Customer Scenario ..2 2 • Same as Customer Scenario ..1 1 – Customer is running a collection campaign – Each contact has multiple numbers home numbers, home, office and mobile – Customer wants to call each number at different times of day • Additionally – Also send a SMS and Email collection message if unable to contact by Voice
  36. 36. Configured Dial Plan ..2 2 • Initially the dialing pattern is similar to Configured Dial Plan ..2 2 • Now if mobile number would fail continuously it would reschedule for the Mobile – SMS mode and an SMS would be sent with th required ld b t ith the i d message • On the dial plan it is set, on Success of SMS set for Email mode, the , contact would immediately reschedule for Email, so an Email would be sent with the required message • On the dial plan it is set on Success set, of Email set for Voice for the next day, so the contact would be rescheduled for the next day for home1 mode
  37. 37. Customer Scenario ..3 3 • Customer is a Telco and only mobile numbers are uploaded • Customer wants to conduct a survey • Customer first wants to send a SMS to the mobile subscriber t i f bil b ib to inform of thf the upcoming Survey • On the Success of sending the SMS the mobile number should be called
  38. 38. Configured Dial Plan ..3 3 • Customer is first sent an SMS with the impending Survey message • O Success of the SMS On S f th the contact is immediately rescheduled for Mobile – Voice Channel For Success outcome of SMS it is set to be rescheduled after 2 • Customer is now called on minutes for Mobile Voice Mode the mobile number
  39. 39. Contact Selection
  40. 40. Contact Selection • LCM can be configured to select contacts in different modes – Increase Market Spread • Select fresh uploaded contacts that have been never dialed before • Select old uploaded contacts that have been never dialed before – Increase Market Penetration • Select rescheduled contacts
  41. 41. Contact Selection – Flows Callback contact Callback contact Callback contact - Scheduled now - Scheduled now - Scheduled now - Decreasing priority - Decreasing priority - Decreasing priority Non dialed contact Non dialed contact Reschedule contact - L t t uploaded Latest l d d - Old t uploaded Oldest l d d - S h d l d now Scheduled contacts contacts - Decreasing priority - Decreasing priority - Decreasing priority Non dialed contact Non dialed contact Non dialed contact - Oldest uploaded - Latest uploaded - Oldest uploaded contacts contacts contacts - Decreasing priority - Decreasing priority - Decreasing priority Non dialed contact Reschedule contact Reschedule contact - Latest uploaded - Scheduled now - Scheduled now contacts - Decreasing priority - Decreasing priority - Decreasing priority
  42. 42. Key Contact Selection Parameters • LCM provides specific parameters for unique Contact Selection –SSpecify preferred Calling Ti if f d C lli Time R Range f I di id l for Individual Contacts – Specify Time Zone for Individual Contacts p y – Assign specific Business Priority to Individual Contacts
  43. 43. Contact Selection – Using Business Parameters • Any number of custom queries can be designed on a per campaign basis. basis • LCM will execute such Business B i specific queries for contact selection. l i
  44. 44. Inbuilt Contact Selection Algorithms • Inbuilt Contact Selection algorithms are available and can be used based on Business strategy
  45. 45. Scripting
  46. 46. Scripting • LCM offers powerful scripting options which can be configured using visual basic scripting • SMS Script – SMS scripts are used to form the SMS text to i t dt f th t tt be sent – Using a standard template the script can template, interact with the business application online to form the SMS Script
  47. 47. Typical SMS Scripting
  48. 48. Scripting • Email Script – Email scripts are used to form the Email message to be sent sent. – Using a standard template, or using html headers an html based script can be created with pictures and attachments; the script can interact with the business application online to form the Email Script.
  49. 49. Typical Email Scripting
  50. 50. Time zone & DNC
  51. 51. Time Zone Management • While uploading contacts, time zones can be p g specified for each contact • LCM will internally recalculate the mode start and end times depending on the time zone • If no time zones are specified then local LCM time zone is used
  52. 52. Do Not Call List • DNC filtering is done only while uploading contacts g y p g • DNC database is not maintained by LCM, but the customer needs to maintain and update the DNC database • LCM, while uploading contacts will connect to the customer DNC database and check if the contact is in DNC database • Once uploaded, new changes to the DNC list needs to be manually refreshed using the controller • DNC list can be campaign specific, that means campaign specific DNC filtering can be done
  53. 53. LCM Controller – Administrative Tool
  54. 54. LCM Controller
  55. 55. Campaign Management • Create new campaigns and set details like – Pacing mode – Campaign run times – Dial plan – Ti Time zone – Call outcomes
  56. 56. Campaign Management • Campaign Runtime p g – Specify Date range. – Specify daily start and stop time. – Specify different start and stop times in a day (shifts). y( ) – Specify holidays for a year and apply to campaigns. p g – Specify days the campaign will run in a week.
  57. 57. Controller – Contact Upload
  58. 58. Controller – Contact Upload • Contacts can be uploaded through the controller • C t t can be uploaded b connecting t a d t b Contacts b l d d by ti to database or by selecting an upload file containing delimited data • Select the modes • Select fields like priority, moment, agent ID, time zone • Map business data fields • Upload co ac s us g au o up loader Up oad contacts using auto oade • For Email and SMS separately “Message” or “Subject” and “Attachment” can be mapped”
  59. 59. Control Contacts – Block • Specific contacts can be p blocked from the uploaded contact list if desired • Contacts can be displayed by campaign and filtered either by business Key or any other business parameters • From the displayed contacts, contacts specific contacts can be selected and blocked and closed from being picked up by LCMLCM.
  60. 60. Control Contacts – Reschedule • Specific contacts can be rescheduled from the uploaded contact list if desired • Contacts can be displayed by campaign and filtered either by business Key or ca bac , esc edu ed, callback, rescheduled, closed or blocked contacts • From the displayed contacts, specific contacts , p can be selected and rescheduled to a specific date and time or reset as a fresh contact
  61. 61. LCM Monitor – Reporting Tool
  62. 62. LCM Monitor • Historical campaign measurement tool using crystal reports • Campaign monitor and campaign reports p g p g p • Available in variety of formats – HTML, Excel
  63. 63. Monitor – Historical Reports • Campaign reports • System reports – Campaign – Key specific summary – Failed calls – Call back details – Campaign summary – Failed call report – Campaign list – Call outcome – User list – Business outcome – C ll outcome Call t – DNC blocked – Business outcome
  64. 64. Campaign Summary Report p g y p Agent Call Back Report g p Call Outcome Report Failed Call Report
  65. 65. Business Outcome Report p DNC Block List Report p Key Specific Report Campaign Summary Report
  66. 66. Monitor – Graphical Reports
  67. 67. LCM SDK
  68. 68. LCM Agent Component • LCM agent component is an Active X control – All functionalities of LCM can be achieved using the SDK layer • Set Business Outcomes for a contact. • Set Regular Callbacks • Set Personal Callbacks
  69. 69. LCM Agent SDK Methods LCM DB Agent Set Outcome •Voice outcomes •Standard outcomes •Business outcomes •Set internal DNC •Set Campaign specific DNC LCM Agent Set Callback SDK used •General callback G l llb k in screen pop User Call Guide scripts Interface Cisco DB Set Personalized Callback
  70. 70. Out Of the Box Agent Application
  71. 71. Agent Application • LCM provides a ready to use Out Of the Box Web based Agent Application • It provides all agent side features like p g – Screen pop with all uploaded data – Setting Call Outcomes – Setting Business Outcomes – Marking numbers as DNC – Setting R S tti Regular or P l Personal C llb k l Callbacks – Changing the mode of callback – Call Guide
  72. 72. How does it Work? LCM Key sent with the Account number field to Unified CCE Dialer Cisco LCM Unified CCE Dialer Screen Pop Data Account number Pulled from LCM passed to CAD or based on LCM Key CTIOS Desktop Processing LCM Key from Account Number • When LCM uploads contacts into Cisco Unified CCE Dialer it Dialer, passes an unique ID (LCM key) in the account number field • When the outbound call reaches an agent, the Account number (LCM Key) is passed to CAD or a CTIOS based application • The OOB Agent Web page can be launched with the LCM Key, using LCM agent functionalities, screen pop data can be pulled along with C ll G id and other LCM f ll d l ith Call Guide d th functionalities. ti liti
  73. 73. LCM Agent Application Screen Pop Setting Outcomes / Callbacks Call Guide
  74. 74. Agent Application With CTI OS CTI OS Softphone Screen Pop Setting Outcomes / Callbacks / Changing Numbers Call Guide
  75. 75. Call Guide
  76. 76. Call Guide – Features • Call Guide is an agent question prompter where question answer sessions can b d i i be designedd • Call Guide provides information for the agent to effectively answer customer queries y q • The possible question and probable answers to the question enable the agent to provide a healthy uninterrupted customer interaction • Design multiple questions & multiple answer flow sessions – Config re multiple start q estions Configure m ltiple questions – Each answer of a question can be configured for the next question – Assign individual call guide scripts to specific campaigns
  77. 77. Call Guide Administration
  78. 78. Call Guide SDK Interface • The SDK interface can be used to use the Call Guide features on the agent application • Functionalities are provided to show the first question and subsequent ones depending on the answers selected • Agents can go forward or backward in the series of questions • Agents can also enter extra customer data for any answer to a question • All questions with the answers selected along with customer data entered is stored for reporting
  79. 79. Call Guide – Business Benefits • Availability of standard question and answers to agents reduces the percentage of human error • Agent training cycles for separate business g g y p processes are drastically reduced • Can be used by agents as a Knowledge Base y g g Tool for solving customer queries • Agent and customer transaction reports are available to track customer trends
  80. 80. Thank You a ou India Email: Phone: +91 9840711729 USA Phone: +1 609 945 3139