Proactive Outreach Manager Presentation - pds_user_group_sept_2013_2

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Avaya Proactive Outreach Slide Deck used by Nitin Shroff - Product Manager at the September 2013 PDS User Group in the US.

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  • Avaya Contact Center Consumer Preference StudyA new global Avaya Contact Center Consumer Preference Study, commissioned by Avaya and conducted by callcentres.net. The study asked more than 5,000 contact center consumers from around the world their thoughts on customer service topics. Key global results include: 40% of global consumers prefer alternate methods of contact—including web chat, self-service, and text messaging—to phone-based customer service. 55% of consumers said that in 1 to 2 years, email is what they will use regularly to reach customer service centers. This is compared to 15% who said email is their most often used method today. 18% said web chat will be their preferred regularly-used contact method in 1 to 2 years, vs. just 2 percent who said it’s their most often used method today. 86 percent of consumers said that they are likely to tell friends, family or colleagues about a poor customer service center experience. Results were also measured for U.S.-based consumers. Key U.S. findings include: Half of U.S. consumers surveyed are likely to opt to use an automated voice response system when offered. 90% of U.S. consumers will tell friends, family or colleagues about a poor customer service experience. Just 20% said they receive excellent customer service from call centers. Quick query resolution is the top rated reason U.S. consumers will rate a customer experience as excellent.
  • One would be tempted to think that as the number of channels used by consumers has increased, the outreach efficiency should now be higher? Quite the contrary, it now takes more attempts to reach the person. However, an integrated approach using all channels and all resources such that the business is constantly aware of the inbound/outbound/multichannel interactions providing a 360 degree view of the customer can help achieve greater outreach efficiency. Moreover, the outreach needs to be able to seamlessly escalate between channels for maximum efficiency and effectiveness.Augment – augment your Proactive Contact with Proactive Outreach Manager to drive additional channels from the same contact list and drive higher Right Party Connects at the lowest costs possible.
  • Solution/Use CasesProactive ServiceWelcome aboard, card activity, re-fills, fraud alerts, flight changes, appointment reminders, power outage notifications and moreCost ManagementReduce inbound calls into the contact center with proactive outbound servicesCustomer Loyalty ProgramsSurveys, loyalty program notifications/updatesCollections managementPayment reminders with interactive payment services
  • A typical campaign life-cycle involves creating contact lists/creating strategies of how to reach out to the contacts, running the campaigns, monitoring the campaigns, reporting on the campaigns and finally post-processing/exporting the data from the campaigns.POM Campaign definition essentially consists of who to contact, how to contact, when to contact, which media to use, what strategy to use and when to end the campaign (time-based or goal-based)?POM provides a web based Campaign Creation Wizard to take above information from the user.
  • Managing contact records:Contact Lists Logical grouping of contact recordsContact AttributesMost commonly used attributes out of the boxAbility to define custom attributesData sourcesDefine how you want to populate Contact lists.File, Database, customCreate schedule to populate Contact Lists.
  • GUI editorAgent-based dialing AND agent-less notifications all in one campaignEscalate between channelsRestrict based on contact attributesRestrict based on Day, Date, Time, DNCSeparate apps for live voice , answering machine, fax etc Choose phone number, email IDs based on time of the dayCustom retry intervals, counts & intervalsNotification language based on customer languageAn important note on skills-based pacing of automated notifications with opt-out vs. Predictive dialing:When the chance to get people answering (and being interested in the matter)  is LOW…., then the predictive does not seem to have much sense compared to pacing with agents opt out. In fact, a telecom carrier has a use case today for which they’re using pacing, an example is calling to remind mobile customers that pre-paid has ended or has been used completely, and offer them to re-charge another pre-pay.
  • If the traffic is above release threshold blender tries to search for an agent with desired skill by filtering out agent on following criteria:Find all nailed agents with desired skillFind all the agents from above who have been acquired longer than thrashing threshold. Find all agents from remaining whose skill proficiency is highest. Sort & filter agents by idle timeSort & filter agents by campaign priorityIf the traffic falls below acquire threshold & there is an outbound campaign that needs an agent, blender notifies AM to acquire the agents whose all inbound skills are acquirable Find all "un-nailed blended" Agents having all skills acquirable. Exclude agents whose Thrashing threshold hasn't passed. Sort agents based on number of inbound skills & get agents with least inbound skillsSort agents based on inbound skills proficiency level (low proficiency) if there are more agents with same number of inbound skills.Sort agents based on number of outbound skills if there are more agents with same number of inbound skills & same proficiency level
  • Settings pane shows settings that can be changed in real-time.
  • Integrated with and invoked from AAEP Manager, ‘Reports’ link.Uses Jasper 3.1.3.Connects to POM database directly using Hibernate & SQL
  • The location of the export file is defined in the POM Home > Configurations > Global Configurations > Campaign settings page
  • Schedules can be created and managed for campaigns, contact list imports, and reporting.Schedule options include recurring and Weekdays only choices.
  • This pictures conveys how information can be exchanged or flow between enterprise applications and customer supporting systems, Voice Portal, and POM campaigns. All of this can happen in near real-time ensuring that the business and contact center services and processes are all acting on the most up to date and relevant information. Customer data can be incorporated into existing running campaigns and contacts chosen and campaigns executed according to defined rules and restrictionsUpdates from campaign outreach and self service transactions can send updates back to business and customer supporting systems. The complete list of WebService Methods:VP_POMCmpMgmtServiceGetActiveJobsGetCampaignDetailsPauseActiveJobSetMaxAttemptsCountStopJobResumePausedJobGetCampaignJobsGetActiveJobTaskIdsGetActiveJobTaskIdForTaskSetMaxAttemptsCountForTaskRunCampaignVP_POMAgentAPIServiceGetAllCompletionCodesForCampaignGetContactAttributeValueFromListUpdatePhoneNumberAddContactToJobGetAttributesListAddContactFromListToJobSaveContactAddContactGroupToJobDeleteContactAddToDNCListGetContactDataFromListGetPhoneNumberRemoveFromDNCListIsDNCScheduleCallBackSaveContactToListUpdateContactAttributeValueToListGetContactDataAddContactListToJobGetContactAttributeValueDeleteContactFromListUpdateCompletionCodeUpdateContactAttributeValue
  • Common off the Shelf (COTS), Platform Vendor Independent (PVI)
  • Proactive Outreach Manager Presentation - pds_user_group_sept_2013_2

    1. 1. Augment & Evolve Proactive Outreach Manager Nitin Shroff, Product Manager
    2. 2. The information contained herein is provided for information purposes only and is intended only to outline Avaya’s presently anticipated general technology direction. The information in the roadmap is not a commitment or an obligation to deliver any product, product feature or software functionality and Avaya reserves the right to make changes to the content and timing of any product, product feature or software release. Prices for any future product or software included herein will be separately negotiated when and if such product or software becomes available. Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 2
    3. 3. Consumer Communication Trends 40% 55% 50% of global consumers prefer web chat, selfservice, and SMS will use email in 1-2 years compared to 15% today will opt for automated voice response when offered (in the US) Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 3
    4. 4. More channels – so better outreach? E Mail Voice Text Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 4
    5. 5. The Evolution of Outbound Market Key market drivers growing the use of outbound Services + + + Collections Revenue generation • Telemarketing Productivity • IB/OB blend CSAT • Customer service Win-backs Revenue generation • Cross-selling Ease of use • Unified administration, desktop, and reporting Low cost proactive care • Loyalty calling • Appointment reminders • Surveys • Fraud detection © 2011 Avaya Inc. All rights reserved. Productivity • Best media for outreach plus best time for outreach plus best agent • Predictive analytics – real-time offers • Advanced dialing algorithms/workflow Ease of use • Easy migration from Proactive Contact • Unified application and campaign design 5
    6. 6. Avaya Outbound Solutions – Augment & Evolve AUGMENT AACC/Agent Blend Proactive Contact 5.0 AUGMENT & EVOLVE Hosted, Large Enterprise, Productivity Tech Refresh, Time Zoning & GRIPS Proactive Contact 5.1 Proactive Contact x.x Next-generation outbound, multi-channel notifications Skills-based pacing Predictive for CC-Elite, blend Predictive for AACC, blend Optimized, Ease of migration POM 2.0 POM 2.5 POM 3.0 POM 3.0.1 POM x.x CC-Elite 6.2 CC-Elite 6.2 CC-Elite x.x AACC 6.4 AACC x.x CC-Elite 6.2 AACC 6.1 AACC 6.3 Other, TBD Prior to 2012 2012 2013 © 2011 Avaya Inc. All rights reserved. 2014 2015 6 6
    7. 7. Outreach Channels – Effectiveness vs. Costs •Every channel should be evaluated according to Cost vs. Effectiveness •Proactive Outreach Manager augments Proactive Contact Effectiveness Value Augment Email Text /SMS Cost © 2012 Avaya Inc. All rights reserved. Automated Voice Notification and payment Live Agent Phone Call 7
    8. 8. What’s New? POM 3.0
    9. 9. 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 Campaign + Customer data E Mail SIP Voice Proactive Outreach Manager Text 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 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Live Agent Predictive Live Agent (only as needed from notification) 9
    10. 10. POM-Version 3.0 Release Themes POM 2.0 May 2010 (GA) POM 2.5 July 2012 (GA) Outreach Flexibility • Unified system for automated notifications and predictive agent-based dialing • Single strategy to seamlessly escalate from automated Emails, SMS, voice to Preview, Progressive, Predictive POM 3.0 Q4 CY13 (Commit) Agent Efficiency • Inbound/Outbound blending • Common Agent APIs for desktop • Agent scripting Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Future Releases (Planning) Lower TCO • Integrated with Avaya’s contact center solutions & Avaya Aura Experience Portal • Use existing Avaya ACDs • Common agent administration 10
    11. 11. 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) Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 11
    12. 12. Proactive Outreach Manager 2.5 – Solution View  Campaign Management  SMS Gateway Campaign and Customer Data Proactive Outreach Manager  Email Complementary 3rd Party Processes Email Server  VoiceXML Interpretation Email  Call Classification  Telephony Media Processing Platforms  Admin/ Configuration  Licensing Experience Portal Management System CRM (APS or BPs) Web Services for contacts/updates SMSC Text Operational Custom Reports Best Time To Call PSTN  Reporting Voice  Database Targeted Applications Experience Portal  Dialog Designer Apps  VoiceXML Apps  CTI Apps Application Server (existing or new) © 2013 Avaya Inc. All rights reserved. Packaged apps - e.g. appointment reminders, surveys (APS)(ISV) Dialog Designer Live Agent (only as needed) 12
    13. 13. Solution View – POM 3.0 with CC-Elite Agents: Any Agent Desktop supporting POM Common Agent API Proactive Outreach Manager Avaya Aura Experience Portal POM .NET API POM .NET API POM .NET API POM .NET API Call Center Elite Customers Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 13
    14. 14. Outreach Campaign Life-cycle SIP Proactive Outreach Manager © 2012 Avaya Inc. All rights reserved. 14
    15. 15. Contact Lists Flexible search and sort to easily view and modify lists. Easy editing of any customer record within the outreach list. © 2012 Avaya Inc. All rights reserved. 15
    16. 16. Preview, Progressive, Predictive © 2012 Avaya Inc. All rights reserved. 16
    17. 17. 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 Real-time inputs from Inbound/Outbound POM POM Blender Blender Release agent to Inbound Queue Acquire more agents for campaign © 2012 Avaya Inc. All rights reserved. 17
    18. 18. Agent APIs  Manage the agent experience – Customize desktop – Use 3rd party agent desktops  Two modes of operation for flexible deployment – One-many (browser-based architecture) – One-one (each thick client connecting to POM)  Resiliency with automatic failover to different POM server © 2012 Avaya Inc. All rights reserved. 18
    19. 19. 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 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 19
    20. 20. SynTelate Desktop details…1 SynTelate Script Details Pages External Data ( e.g. From a CRM) © 2012 Avaya Inc. All rights reserved. 20
    21. 21. SynTelate Desktop details…2 SynTelate POM Toolbar : Features are activated according to POM capabilities Call / Wrap/ Preview/ Consult Timer POM Contact List Data POM Campaign / Call State / Agent State © 2012 Avaya Inc. All rights reserved. 21
    22. 22. Home Page – Overall view of System © 2012 Avaya Inc. All rights reserved. 22
    23. 23. Real-time Monitor: Accordion with Details © 2012 Avaya Inc. All rights reserved. 23
    24. 24. POM - Reporting Agent Activity Detail Report © 2012 Avaya Inc. All rights reserved. 24
    25. 25. Export / Post-processing  Export .csv file  Select columns, completion codes  Define a class for custom post processing © 2012 Avaya Inc. All rights reserved. 25
    26. 26. Scheduling © 2012 Avaya Inc. All rights reserved. 26
    27. 27. Extensive Web Services for Rapid Integration Customer Systems JDBC Web Services Status Updates E Mail Customer Data Contact Selection Campaign Text Voice Proactive Outreach Manager Administration Status Reports © 2012 Avaya Inc. All rights reserved. 27
    28. 28. Case Study – Collections with automated system Government Challenge  Easily and effectively notifying citizens Solution  Voice Portal, POM, Upgraded CS1Ks Use Case  Citizens being informed of court dates, past due fines, and traffic violations Results  Over 30% increase in fine collections Future plans  Upgrade to POM 2.5, Upgrades of Session Manager, System Manager, AACC  Notification of Disaster, hazardous material incidents, Amber alerts © 2011 Avaya Inc. All rights reserved. 28
    29. 29. Case Study – Collections with POPS* Healthcare Insurance Provider Profile  Large healthcare insurance provider Challenge  Early-stage and low-balance collections – typically co-pays were going uncollected due to high costs of collection Solution  *(POPS) Proactive Outreach for Payment Solution - Pre-built automated self-service voice application for collection  Segmented accounts by stage of collection – early, late-stage Use Cases  Daily campaigns for collection Results √ Collections running in excess of $100,000 per month √ Solution payback in few months √ Considering moving medium-balance collections from outsourced agents to automated Proactive Outreach Manager © 2011 Avaya Inc. All rights reserved. 29
    30. 30. Roadmap Augment & Evolve
    31. 31. Avaya Outbound Solutions – Augment & Evolve AUGMENT AACC/Agent Blend Proactive Contact 5.0 AUGMENT & EVOLVE Hosted, Large Enterprise, Productivity Tech Refresh, Time Zoning & GRIPS Proactive Contact 5.1 Proactive Contact x.x Next-generation outbound, multi-channel notifications Skills-based pacing Predictive for CC-Elite, blend Predictive for AACC, blend Optimized, Ease of migration POM 2.0 POM 2.5 POM 3.0 POM 3.0.1 POM x.x CC-Elite 6.2 CC-Elite 6.2 CC-Elite x.x AACC 6.4 AACC x.x CC-Elite 6.2 AACC 6.1 AACC 6.3 Other, TBD Prior to 2012 2012 2013 © 2011 Avaya Inc. All rights reserved. 2014 2015 31 31
    32. 32. Summary
    33. 33. 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 Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 33
    34. 34. Q&A Thank You © 2012 Avaya Inc. All rights reserved. 34
    35. 35. Backup Slides Nitin Shroff
    36. 36. Customer Experience Framework Multichannel, Desktop, Collaboration EXPERIENCE Routing, Self Service, Resource Selection, Work Assignment, Proactive Service PERFORMANCE Reporting, Analytics, Workforce Optimization Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Administration, Management, Trouble Isolation INTERACTION MANAGEMENT Application Development, Shared Services, Simulation DESIGN Our focus is to help organizations create competitive advantage by delivering a differentiated customer experience 36
    37. 37. POM – Solution areas  Solution/Use Cases – Collections management – Agents collecting unpaid debt, payment reminders with interactive payment services – Marketing – Customer acquisition, offers – Proactive Service – Welcome aboard, card activity, re-fills, fraud alerts, flight changes, appointment reminders, power outage notifications and more – Cost Management – Reduce inbound calls into the contact center with proactive outbound services – Customer Loyalty Programs – Surveys, loyalty program notifications/updates Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 37

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