Orange lake outbound

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Orange lake outbound

  1. 1. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1Cisco UnifiedContact CenterEnterprise Release 8Outbound OptionAM SE Presov 1.0February 2010
  2. 2. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 2Agenda Overview of Outbound Option What is new in Release 8.0•Sip dialer•Scalability•Multi-tenancy
  3. 3. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 3Overview
  4. 4. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 4Cisco’s Momentum w/ Outbound"As a strong challenger in the outbound space, Frost & Sullivanbelieves that the Cisco outbound solution will begin to gaintraction with time, given Ciscos strong existing customerrelationships and true global footprint for implementation andsupport. Cisco is a trusted vendor with deep domainexpertise. "Source: Frost and Sullivan 2007, "North American Outbound Markets"
  5. 5. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 5Adding the Outbound elements to yourcenter• Single CTI• Single Desktop• Single Trunk to PSTN• Single Administration Single Reporting Engine• Single Call Control and Processing infrastructureVoice gatewayCVPUCMUCM PGCTIIP DialerIVR PGCentral ControllerVoiceDataCampaign ManagerVBlended AgentsBlendedMobile Agents
  6. 6. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 6Define Business Rules to Increase AgentUtilization Through Inbound & OutboundCall by Call Blending … Automaticallymonitors inboundactivity and movesskills in and out ofoutbound modesvia scripts Eliminates theneed to manuallymonitor contactcenter/skill groupactivity Centralizedautomated skillgroup handlingPeak Inbound CallVolume Between8AM to Noon –Inbound OnlyOff-Peak Trafficbetween 2-4 PM –Preview BlendedOther Periods–Predictive
  7. 7. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 7Features Blending of Inbound and Outbound calls Sequential Dialing (supports 10 phone numbers percontact) Call Progress Analysis for Answering MachineDetection Transfer to IVR Campaigns Do Not Call list kept in memory Personal Callback
  8. 8. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 8Dialing Modes Predictive ModeDynamically calculate number of lines to dial per agent Progressive ModeLines per agent is set by user Preview ModeAgent can either Accept, Reject, Skip or Skip-next customer call Direct Preview ModeAgent hears the call “ring out” – there is no transfer Personal Callback ModeA specific agent is designated to call a customer back
  9. 9. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 9Components – Campaign ManagerResides on LoggerAProvides customer records for every dialer in the enterpriseResponds to dialer requests for records by retrieving recordsfrom the dialing lists.Determines when customers should be called againCalls can remain pending, be scheduled for a retry orcallback, or closed because the maximum number ofattempts was reachedMaintains the Do Not Call list in memoryEach phone number is compared against the list just beforesending a number to the dialerSends real time and historical data to the routerDialer and Import processes provide some of this data
  10. 10. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 10Single Platform for Inbound & Outbound Contact Single CTI Single Desktop Single Trunk to PSTN Single Administration Single Reporting Single Call Control &ProcessingInfrastructureIPDIALERCaller phoneBlended agents(Desktop & IP phones)CampaignManagerWeb ViewReporting ClientCCE/CCHCentral ControllerLogger DBOutbound DatabaseCallManager PG/CTI ServerVVoicegatewayCiscoCallManagerIPDIALER
  11. 11. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 11Single Desktop for Inbound & OutboundDesktop Options Cisco Agent Desktop(CAD) CTIOS Toolkit Siebel Desktop
  12. 12. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 12Campaign Management & Predictive Dialing DynamicallyControl CampaignParameters Assign Campaignsto Skill Groups Control velocity ofprogressive dialingcampaigns Establish abandoncall limits forpredictive dialing
  13. 13. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 13Leverage IVR Capabilities for Notifications &Abandoned Calls Run agent-less campaigns toleave pre-recorded messages Leverage Cisco IP IVR or CVPfor scripted service options Answering Machine and BeepDetection Optimize agent’s time for rightparty connectsAnswering Machines sent to IVRLive calls sent to AgentsAgents available when requestedfrom IVRPress 1 to paynow, 0 to speakto arepresentative
  14. 14. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 14Deliver Personalized Customer Service Scheduled CallbackCall back when it is more convenientfor recipient Personal CallbackRequest that the same agent handlethe callback555-1212
  15. 15. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 15Contact and Do-Not-Call List Management Scheduled or Ad-hoc List Import In Memory Do NotCall Listeliminates listscrubbing duringimports and allowsfor list updates inreal time Text file imports Import RuleReports availablethrough Web View
  16. 16. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 16Consolidated Enterprise Wide ReportingCapabilitiesLeverage Variety of Web-Based Reports to Measureand Monitor Effectiveness of Outbound Campaigns.
  17. 17. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 17What’s new inRelease 8.0
  18. 18. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 18Outbound Dialer Release 8.0 Overview SCCP Dialer improvement• Agent Call reservation is now virtual• Increased capacity per dialer to 120 ports New SIP dialer• Call Progress Analysis (CPA) done at the GW• Large scalability improvements for Agent PG and CUCM• Better suited for multi-site deployments•BW savings (no RTP traffic between dialer and GW) Simpler Configuration:• No need to configure SCCP phones in CUCM for the dialer ports.• No need to configure translation patterns for Campaign ANI Multi-instance outbound supported ( SIP dialer only)
  19. 19. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 19Agent Call reservation is now virtualCall reservation is no longer aphysical to CUCM/agent phone
  20. 20. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 20Dial from the edge of your networkLeverage Cisco Voice GatewaysVoiceGatewaysPSTN/CarriernetworkSIP DialerMR PG +Agent PGContact CenterEnt./HostedSIPISRISRUnifiedCommsMgr.CVPCVPCVPCVPCustomerVoicePortalCustomersSIP ProxySIP Proxy Enables IntelligentPlacement of Calls frommultiple gateways/locations
  21. 21. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 21Gateways Provide Call Progress Analysis Call Progress Analysis and Answering Machine Detectionon voice gateway VXML gateways provide treatment at edge w/ CVP Reduce bandwidth, Improve efficiency– Calls transferred in only on connect to agent or IPIVR– Call can be queued at gateway w/ CVP Uses DSPs on voice gateway (PVDM2)
  22. 22. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 22Scalability SCCP Up to 120 ports per SCCP dialer (increased from 96 ports) SIP 2 dialers (one active, one passive) Up to 1500 ports per dialer / 60 cps Up to 1000 agents per SIP dialer Significant TCO improvement (due to scale) Fewer dialers (hardware cost, deployment and management) Fewer PGs to manage Fewer CUCM subscribers More efficient campaigns Prediction improves as agent pools are larger
  23. 23. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 23Call Progress AnalysisParameters can be configured per campaigne.g. For campaigns that target consumers vs. businesses
  24. 24. © 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 24

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