Dialer 3 0 innovation in outbound campaign management


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  • Interaction DialerTelemarketing – market/sell products and servicesCollections – call debtors who owe moneyTeleservice – do telemarketing, fund raising, etc for 3rd partiesFund Raising – call past & potential donors for new donationsRelationship Management – on a regular basis, contact consumers/businesses to maintain a relationshipCustomer Service – follow-up with customersOutbound Messaging – notify re: disasters, voting, etcOutbound IVR – give a message plus options (e.g. talk to rep)Etc…there are many more uses of Interaction Dialer
  • Interaction Dialer is used to…Increase revenue – often 2x / 3x compared to manual dialingDecreaselabor costs – flip side of the revenue coinIncrease customer service capabilitiesIncrease contactcoverage – are we calling everyone?Optimize calling order – call the most appropriate firstRecord results consistently – all calls dispositionedManage callbacks effectively – busy, agent callbacksManageinbound and outbound traffic at the same time
  • Regulation Adherence - Considered: FDCPA, FTC TSR, UK OfCom Telecom Regs, …Interaction Dialer provides options per campaign to allow organizations to stay in compliance with federal/state rulesDNC, abandon rate, caller name/ID, etc.Time zones – use standard zones and/or special zones (e.g. state-specific) – associate zone per contact or phone numberMaintain records to demonstrate complianceContact Policy – conditions/behaviors that happen per callPre-Call: before call is placed (ex: turn on answering machine detection for home numbers and off for work numbers)After Call Analysis (ex: pick specific message to play to machine based on info in call list)After Call Disposition (ex: send email to supervisors when significant sale / promise to pay recorded)Rules – conditions/behaviors that happen at the campaign or workflow levelEx: set calling mode to predictive when active agents > 8 and to power when active agents < 8Ex: transition to next campaign when goal reachedSupervisor Console7 Dialer viewsPick stats, layoutDefine alerts: visual, audible, email, etcCanned/Ad-Hoc Reports12 reportsCan add own reports
  • Each campaign can have own DNC configConfigure DNC scrubbing detailsPre-scrub numbers before or after loadingScrubbed numbers marked in contact list, not deletedReplaces BadCall table – existing entries migrated to filter
  • Primarily targeted at North America, but usable elsewhereFuture update: option to use of zip/post codes for mapping
  • Dialer 3 0 innovation in outbound campaign management

    1. 1. Interaction Dialer™<br />Innovation in Outbound Campaign Management<br />
    2. 2. Who uses a Dialer & Why?<br />
    3. 3. Who uses a dialer?<br />
    4. 4. Interaction Dialer is used to…<br />Increase revenue<br />Decreaselabor costs<br />Increase customer service capabilities<br />Increase contactcoverage<br />Optimize calling order<br />Record results consistently<br />Manage callbacks effectively<br />Manage inbound and outbound traffic at the same time<br />Why is an automated dialer used?<br />
    5. 5. What Interaction Dialer™ can do for you<br />
    6. 6. Without Dialer: Manual Dialing<br />Dial & Listen<br />Agent with<br />Contact<br />List<br />AnsweringMachine40% - 40 sec.<br />No Answer25% - 25 sec.<br />SIT<br />10% - 20 sec.<br />Busy5% - 5 sec.<br />Live Person20%<br />Wrong Person60% - 60 sec.<br />Update<br />Record<br />Right Person<br />40% - 120 sec.<br />
    7. 7. Agent Productivity: Manual Dialing<br />15-20 min<br />40-45 minutes<br />>>> Agent spends majority of time on non-productive tasks<br />
    8. 8. Call List <br />Interaction Dialer<br />Dial & Analyze <br />No Answer, SIT, Busy, Machine80%<br />Connection 20%<br />Update Record<br />Wrong Person60% - 60 sec.<br />Live Person 90%<br />Agent with<br />Contact<br />Script<br />Update<br />Record<br />AnsweringMachine10% - 10 sec.<br />Right Person<br />40% - 120 sec.<br />With Dialer: Automated Dialing<br />X<br />Agent with<br />Contact<br />List<br />Dial & Listen<br />AnsweringMachine40% - 40 sec.<br />No Answer25% - 25 sec.<br />SIT<br />10% - 20 sec.<br />Busy5% - 5 sec.<br />Live Person20%<br />Wrong Person60% - 60 sec.<br />Update<br />Record<br />Right Person<br />40% - 120 sec.<br />
    9. 9. Agent Productivity: Automated Dialing<br />5-10 min<br />50-55 minutes<br />>>> Agent spends majority of time talking with customers<br />
    10. 10. Interaction Dialer™<br />What is it?<br />
    11. 11. What is Interaction Dialer™<br />Outbound Campaign Management built on an all-in-one, multi-channel communications software solution<br />
    12. 12. Fax<br />WFM<br />Recorder<br />Dialer<br />VM<br />PBX<br />IVR<br />ACD<br />Single Vendor <br />No Integration Issues and Costs <br />Single Point of Administration <br />Faster Deployment <br />Add Functionality as Needed <br />Less complexity<br />Lower costs<br />Innovative Single Platform<br /> Proprietary vendors<br />$<br />PBX ACD IVR VM Dialer Recorder WFM FAX <br />
    13. 13. A module built as part of a unified communications software suite (ICP) – recording, inbound ACD, WFM, etc.<br />Fully TDM, fully SIP, or hybrid but with seamless migration path and investment protection<br />Single source of administration and support<br />Comparatively, provides a lower total cost of ownership than other dialer solutions<br />Aspect (Davox, Melita), Avaya, SER<br />Multi-box, multi-vendor approach sold as part of a product portfolio<br />Multiple points of admin<br />Multiple OS<br />Multiple Technologies<br />Point solutions with integration costs to third-party products<br />Interaction Dialer: Differentiators<br />Competitors<br />Interaction Dialer<br />
    14. 14. Interaction Dialer™<br />Features<br />
    15. 15. Multiple Dialing Modes<br />Preview, Power, Predictive, Precise, Agentless<br />Scripting options<br />From simple forms to WYSIWYG editing to COM API integration<br />Powerful ACD<br />Inherent blending<br />Skills-based Dialing<br />Regulation Adherence<br />Telemarketing sales rules – abandons<br />Safe harbor call logging<br />Support of caller ID<br />List Management<br />Import Wizard<br />Sorting, filtering<br />DNC Scrubbing – before and in real-time<br />Time Zone Mapping<br />Exclusion Wizard<br />Campaign Management<br />Contact Policies<br />Rules<br />Staging<br />Alerts<br />Real-time Supervisory Monitoring<br />Interaction Dialer: Main Features<br />
    16. 16. Multiple Dialing Modes<br />Most Aggressive<br />Least Aggressive<br />
    17. 17. Interaction Dialer Scripting Options<br />
    18. 18. Powerful ACD: Blending<br />ACD<br />Universal ACD for all media handling<br />Inbound<br />Outbound<br />Inherently blends as needed<br />Watches inbound traffic<br />Ramps up outbound when inbound activity drops<br />
    19. 19. Powerful ACD: Skills-based Dialing<br />General Concept:<br />Identify available agents and their skills<br />Identify matching contacts from contact list with skills of available agents before dialing<br />Uses<br />Combining campaigns<br />State-based licensing<br />Language requirements<br />Selling/collections specialties<br />Contact optimization<br />Agent Pool<br />Contact List<br />
    20. 20. Interaction Dialer: Regulatory Compliance<br />FTC Telemarketing Sales Rule (TSR)<br />Abandoned Call Safe Harbor<br />3% or fewer of calls abandoned<br />Allow phone to ring 15 seconds / 4 rings<br />Play recorded message if no agent available<br />Maintain records documenting adherence<br />Do-Not-Call (DNC)<br />National/State DNC – Best practice: 3rd party DNC, EBR services<br />Site/vendor-specific – Manage on-the-fly<br />Caller ID – per campaign or per call<br />Phone Number and Name<br />Options designed to work w/ other regulatory needs (e.g. collections) and other countries’ regulations<br />Interaction Recorder™ integrates tightly into CIC and Dialer<br />
    21. 21. Contact Import Wizard<br />Create new call lists<br />Import contacts into existing call lists<br />Import schedule calls to contacts<br />Be launched stand-alone or from Interaction Administrator<br />Contact list creation and contact import from popular data sources<br />Microsoft SQL Server<br />Oracle<br />Microsoft Access<br />Microsoft Excel<br />CSV text files<br />Contact Import<br />
    22. 22. Web service-based integration to DNC.comfor just-in-time scrubbing(bulk of #s removed pre-load scrub)<br />DNC.com provides free setup andconsultation for ININ customers<br />Option to integrate with customer-managed DNC lists<br />Just-in-time DNC Scrubbing<br />Pre-loadScrub<br />Load Listinto Dialer<br />Just-in-timeScrub<br />Dial PhoneNumber<br />3rd-party DNC (DNC.com) or internal DNC lists<br />
    23. 23. Map phone number to appropriate time zone automatically<br />7 data sets/vendors + generic ININ open format supported<br />Telcordia<br />Maponics<br />Quentin Sager<br />area-codes.com<br />others<br />Mapping occursautomatically in real-time per configuration<br />Built-in Time Zone Mapping<br />
    24. 24. Contact Exclusion Wizard can…<br />Exclude 1 or many contacts<br />Look across multiple active/inactive campaign call lists<br />Update call list and Dialer’s next-to-be-dialed cache<br />Be launched stand-alone or from Interaction Administrator<br />Excluded contacts are marked with aStatus = “E” in call list<br />Call List Management API used by both Wizards can be used to programmatically do some/all of what Wizards do<br />Contact Exclusion<br />
    25. 25. Contact Policies & Rules<br />
    26. 26. Staging & Alerts<br />
    27. 27. Seven real-time views<br />Agent Detail & Overview<br />Finish Code Overview<br />Graph – 6 data sources<br />Stage Overview<br />Workflow Detail & Overview<br />Workflow and Campaign Operations<br />Recycle<br />Restart<br />Pause<br />Stop<br />Interaction Supervisor<br />
    28. 28. Interaction Dialer: Add-on Modules<br />
    29. 29. Architecture<br />SIP Dialer<br />
    30. 30. 1U Appliance – approx 16” deep – can be rack mounted<br />Headless – no mouse, monitor, keyboard required, thoughUSB ports available<br />SIP Coder Support – voice coding/compression<br />G.711 – better quality, more bandwidth consumption<br />G.729ab – low-bit rate coder, less bandwidth consumption<br />Interaction Gateway<br />2 models: 4 or 8 spans(E1 /T1)<br />Custom chassis, 360 degree color (ININ Gold)<br />LCD panel w/buttons for status/settings<br />LAN/WAN connection – redundant gigabit NICs<br />
    31. 31. Web-based administration (HTTP)<br />FTP used to retrieve log files or apply patches<br />Patches can also be applied using special USB key<br />Gateway Management<br />
    32. 32. Interaction Gateway Architecture<br />PSTN<br />PSTN<br />TDM-basedDialer Server<br />SIP-basedDialer Server<br />SIP<br />Interaction Gateway<br />T1 /E1/ ISDN<br />trunks<br />T1 / E1/ISDN<br />trunks<br />Quad Span T1 Card<br />Without Gateway / boards<br />With Gateway / SIP<br />
    33. 33. N x M Architecture<br />PSTN<br />SIP-basedDialer Server<br />SIP<br />Interaction Gateway<br />LAN/WAN - SIP<br />T1 /E1/ ISDN<br />trunks<br />One Interaction Gateway can be utilized by one or more Dialer servers<br />…or multiple Gateways can be utilized by one or more Dialer servers<br />
    34. 34. Central Campaign Server<br />BadCall<br />Call<br />History<br />Call<br />Lists<br />Scheduled<br />Calls<br />Agent <br />Stats<br />Interaction Gateway™<br /> (NxM)<br />PSTN<br />T1, E1, or ISDN<br />trunks<br />Agent Workstation<br />LAN/WAN (SIP)<br />Interaction Dialer®Outbound Dialing Server(on Customer Interaction Center®)<br />Interaction Dialer®Central Campaign Server (on SQL or Oracle server)<br />Interaction Dialer: Architecture<br />
    35. 35. Interaction Dialer™<br />Innovation in Outbound Campaign Management<br />