Avaya Proactive Outreach Manager by Nitin Shroff (Product Manager) presented to the presentation to the US Avaya Proactive Contact User Group Conferece - September 2014

1. Expand Outreach
Proactive Outreach Manager
Nitin Shroff, Product Manager

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.
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3. Consumer Communication Trends
40%
of global consumers
prefer web chat, self-service,
and SMS
55% 50%
will use email in
1-2 years compared
to 15% today
will opt for automated
voice response when
offered (in the US)
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4. More channels – so better outreach?
E Mail
Voice
Text
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5. © 2011 Avaya Inc. All rights reserved.
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
+
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

6. Outreach Channels – Effectiveness vs. Costs
•Every channel should be evaluated according to Cost vs. Effectiveness
•Expand outreach channels with Proactive Outreach Manager
Email Live Agent
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6
Automated Voice
Notification and
payment
Text /SMS
Cost
Phone Call
Effectiveness
Value
Expand
Channels

7. POM 3.0.1

8. Proactive Outreach Manager v 3.0.1
 A complete omnichannel solution to create and manage all
outbound communications including:
– Agent-based predictive dialing campaigns
– Agent-less voice, email, and SMS notifications and
interactive services
Why does it matter?
 Enables organizations to proactively reach customers with the
right information at the right time
 Improves customer satisfaction and loyalty, reduces costs of
service, increases collections revenue and improves inbound call
volume management
How does it work?
 Requires Avaya Aura® Experience Portal and Avaya Aura® Call
Center Elite or Avaya Aura Contact Center
 Unifies agent administration, Inbound/Outbound blending, Agent
desktop Application Program Interfaces (APIs)
 Provides personalized Voice, SMS, Email interactive services
paced automatically to inbound service levels
 Escalates between agent-less voice, email, and SMS AND agent-based
Predictive, Preview, Progressive tasks to ensure right-party
connects
 Extensive web services for rapid integration
Campaign
+
Customer
data
SIP
E Mail
Proactive Outreach
Manager
Live Agent
Voice
Live Agent
Predictive
(opt-out from agent-less interaction)
Text
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9. POM 3.0.1 Themes
Outreach Flexibility Agent Efficiency Lower TCO
• Unified system for automated
notifications and predictive
agent-based dialing
• Single strategy to seamlessly
escalate from automated E-mails,
SMS, voice to Preview,
Progressive, Predictive
• Inbound/Outbound blending
• Common Agent APIs for desktop
• Agent scripting
• Integrated with Avaya’s contact
center solutions & Avaya Aura
Experience Portal
• Use existing Avaya ACDs
• Common agent administration
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10. Feature Benefit
Agent-Proactive based, Preview/Outreach Progressive/Predictive Manager Provides Features highest outbound and agent Benefits
efficiency
Skills-based blending of inbound-outbound
Ensures high outbound efficiency while
maintaining excellent inbound service levels
Comprehensive agent desktop APIs and agent
scripting support
Provides for customizable agent desktop to
enable highest agent productivity
Flexible callbacks including Agent Callback,
Campaign Callback and Standard Callback
Ensures right-party connects upon re-schedule
by the called party
Escalating multimedia outreach with self-service
and agents for 360 degree view
Ensures right-party connect at the lowest
possible costs and reduces inbound costs
Industry-leading call classification
Ensures more live voice connects to agents vs.
unproductive. (busy, fax, voice mail)
Multiple, concurrent campaigns Ensures all operations run efficiently
Automatic, skills-based pacing of agent-less
outreach based on inbound (CC-Elite & AACC)
Reduces inbound costs, reduces customer
frustration
Call recording with Avaya Contact Recorder Meet compliance and ensure quality
Extensive reports – campaign, agent reports,
disposition, completion codes
Ensures efficiency and effectiveness of
outreach programs and agents
Extensive Web Services Easily integrates with other systems
Based on Experience Portal, unified
Operations/Administration
Provides familiar interfaces, lower training
costs, efficient operations
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11. Proactive Outreach Manager 3.0.1 – Solution View
Campaign and
Customer Data
Application
Text
POM
.NET
API
POM
.NET
API
POM
.NET
API
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Server
Email Server
Experience Portal
Proactive
Outreach Manager
Live Agent
(opt-out from outbound self-service)
Media
Processing
Platforms
Experience
Portal
Management
System
Orchestration
Designer
Email
Voice
SMSC
PSTN
Call Center Elite or
Elite-Multichannel
or Avaya Aura
Contact Center

12. POM – Value Proposition
 Reduce service costs
– Serve customers through lower cost
channels
– Reduce and shape inbound call traffic
– Eliminate outsourcer requirements
 Improve customer satisfaction
– Proactively satisfy anticipated
customer needs
– Personalize messages and make
contact based on customer
communication preferences
 Increase revenues
– Collections of consumer payments,
debt
– Sell, cross-sell, and up-sell
– Schedule service appointments
“Hello Mrs. Jones,
we are calling
today to alert you
about a pending
charge to your
account…”
“Thank you for your
order! Sign-up for
updates and special
discounts at
www.avaya.com today!”
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13. Outreach Campaign Life-cycle
SIP
Proactive Outreach
Manager
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14. Contact Lists
Easy editing of any
customer record within
the outreach list.
Flexible search and
sort to easily view and
modify lists.
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15. Preview, Progressive, Predictive
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16. 2-way SMS / E-mail with Preview/Predictive
 Multi-media, Agent-less and
Live Agent-based Collection
– all in one!
– Segmentation in the strategy
– Low-balance or early stage:
SMS collect
– High-balance or late stage:
Preview dialing
 Benefits:
– Higher Right Party Connects
– Lower costs
– 360 degree multimedia
interaction
© 2012 Avaya Inc. All rights reserved. 16

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
Blender
POM
Blender
Release agent to
Inbound Queue
Acquire more agents
for campaign
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18. POM-Version 3.0.1: Agent Desktop & Agent
Scripting
 Agent Desktop
– All agent desktops working with POM shall utilize a common agent desktop API
created by POM
– Two modes of operation for flexible deployment
– One-many (browser-based architecture)
– One-to-one (each thick client connecting to 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 – Inisoft synTelate
– 3rd party desktop acquired directly from partners
– May or may not be Devconnect certified
– Custom desktop created by customer engaging internal or Avaya Professional Services
resources
– For Avaya Aura Contact Center – Avaya Aura Agent Desktop
 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
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19. Details Pages
SynTelate Desktop details…1
SynTelate Script
External Data ( e.g. From a CRM)
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20. SynTelate Desktop details…2
SynTelate POM Toolbar : Features are
activated according to POM capabilities
Call / Wrap/ Preview/
Consult Timer
POM Campaign / Call State /
Agent State
POM Contact List
Data
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21. Avaya Aura Agent Desktop
Custom scripts can be
presented to guide the
agents through the call. In
addition, screenpops can
be displayed in tabbed
controls.
A permanent Customer
Details panel can be
maintained to hold key
customer information for
the duration of the call.
Custom data from the dial
list can be used to drive
screenpops.
Timed dialogs for
Preview and
After Call Work
can drive agent
behaviours.
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22. Home Page – Overall view of System
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23. Real-time Monitor: Accordion with Details
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24. POM - Reporting
Agent Activity Detail Report
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25. Export / Post-processing
 Export .csv
file
 Select
columns,
completion
codes
 Define a
class for
custom post
processing
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26. Scheduling
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27. Extensive Web Services for Rapid Integration
Campaign
Reports
Customer Systems
Status
Status
Updates
Contact
Selection
JDBC
Web
Services
E Mail
Text
Voice
Customer
Data
Proactive
Outreach
Manager
Administration
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28. Use Cases

29. Customer Journey – Outbound Use Cases
Web chat
support
Purchase
Promote
Renewal
notification
Renew
Place
an Order
Delivery
status update
Chase
Order
Disconnect
Leaving
Retain &
Win-back
Buy Own
Interesting!
Find Out More!
Feel &
Compare
Products
Research
Products
Research
Receive
and Setup
Receive
Learn to Use
Product
Promotion
Collections &
Telemarketing
Promotion
notifications
Troubleshoot
Offer
Make
Payment
Onboard
Upgrade
Use
Breakdown
Damage
Online
or mobile
Select
Web
chat
support
Maintain
Callback
in queue
Payment
processing
Payment
notification
Payment
Online or
mobile
Customer notification
Identification
Voice
biometrics
Online
or mobile
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30. Use Case – SMS/E-mail Fraud Notification with
response
Example: Valid Charge Example: Invalid Charge
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31. Case Study – Collections
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. 31

32. 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. 32

33. Case Study – Telemarketing
Non-profit Event Marketing
Profile
 25 years of Event Marketing in Canada
Challenge
 Maximizing event ticket sales and event
sponsorship sales in minimum amount of time
 Optimizing multiple campaigns on a daily basis
Solution
 Proactive Outreach Manager 3.0.1 with Avaya
Aura Contact Center 6.4
 Progressive and Predictive dialing with line
ratios up to 5x
Use Cases
 Event sales
Results
√ 40% greater talk time
Next
 Configure and turn on Blending
 2-way SMS campaigns
 2-way E-mail campaigns
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34. Roadmap

35. Avaya Outbound Solutions – Expand Outreach
POM 3.0.1
© 2011 Avaya Inc. All rights reserved.
3355
Predictive for
CC-Elite, blend
AACC/Agent Blend, Hosted,
Large Enterprise,
Productivity
Tech Refresh, Time
Zoning & GRIPS
Multi-channel notifications
Skills-based pacing
AACC 6.1
CC-Elite 6.2
POM 3.0
CC-Elite
6.2
CC-Elite
6.2
AACC 6.4
GRIPS
Platform updates
PC 5.1.2
POM 3.1
CC-Elite
x.x
AACC x.x
Predictive for
AACC, blend
POM 2.5
Optimized, Ease
of migration
AIC,Others
PC 5.1 PC 5.1.1
AACC 6.3
POM x.x
CC-Elite
x.x
AACC x.x
Other, TBD
Multiple ACD

36. Summary

37. Summary
 Expand Outreach
– Add multimedia outbound interactive services to Proactive
Contact
– Add Predictive outreach to multimedia outbound notifications
– Evolve to a unified Predictive, Multimedia solution
 POM 3.0.1
– All-in-one multichannel, agent + agent-less campaigns
– Skills-based inbound/outbound blending
– Unified agent administration and unified desktop/agent reporting
for AACC-based configurations
– Agent scripting
– Software-only, SIP solution
– Based on the leading Avaya Aura Experience Portal and
Orchestration Designer
 Strong, Competitive Roadmap Ahead
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38. Q&A
Thank You
© 2012 Avaya Inc. All rights reserved. 38

39. Backup Slides
Nitin Shroff

40. Customer Experience Framework
Our focus is to help organizations create competitive advantage by
DESIGN
delivering a differentiated customer experience
Application Development,
Shared Services, Simulation
MANAGEMENT
Administration, Management,
Trouble Isolation
INTERACTION
Multichannel, Desktop, Collaboration
EXPERIENCE
Routing, Self Service, Resource Selection, Work Assignment,
Proactive Service
PERFORMANCE
Reporting, Analytics, Workforce Optimization
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41. 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
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