Avaya - UK Ireland Outbound User Group Presentation (Public)

Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved.

Outbound Solutions from AvayaWhat’s New?

Andee Castillo, Outbound Solutions Consultant

2Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved.

Topics

Outbound Market Dynamics

Avaya’s Outbound Offers

Avaya Proactive Outreach Manager (POM)

What’s New In Proactive Contact 5.1

Q & A


Avaya, Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

3

Market Growth

IB/OB Blend

Outbound Only

Multi - Channel

Traditional• Collections

Proactive Outreach• Collections• Telemarketing• Customer Service• Appointment

reminders• Surveys• Loyalty Calling• Automated Agents• SMS• Email

Traditional +• Collections• Telemarketing• Welcome Calls• Winbacks

Mid-late 1980’s 1990’s 2000’s

Evolution of Outbound Dialling


Today’s customers want to be served in their channel of choice…

Source: Webtorials Editorial/Analyst Division

63%

15%27% 27% 27%

9%15%

8% 10% 9%

Voice

(agent)Fax

Voice

(self)Email Web SMS Chat Video

Social

MediaIM

Live Voice (agent based) interactions still dominate customer preferences, but others channels are growing in popularity

5Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 5

Avaya’s Outbound Offers

Avaya’s premier dedicated outbound dialer

PG230 “Hard Dialer”

CTI “Soft Dialer”

15th generation application

3 Types of Blending Ability to deliver 1

way OB voice notifications, with opt-out

Proactive Contact

Stand Alone

Integration between Proactive Contact & Experience Portal (Dialer & IVR)

Two Best in Class solutions Provides “Proactive Outbound Self Service”

Dialer places call, passes live connect to IVR

Live agent & Automated Notifications, plus conditional branch logic

Proactive Outreach

Integrated

A turnkey, bundled solution for mid-market (<250 agents)

Uses IP Office Switch (no PG230)

Includes: Proactive

Contact 5.1 Web based

agent Scripting Recording Analytics

Outbound Contact Express

Bundled

Avaya’s Next Generation Outbound

Proactive Contact & Experience Portal on a common server

Live agent & multi-channel from a single platform

POM 2.5 (Automated Notifications only) released in 2012

POM 3 (live agent) Available today

Unified

Proactive Outreach Manager (POM)


You Asked, We ListenedProactive Contact 5.0 Feature List Summary

TelephonePG230 IP Card

Enhanced Cell Phone Detection*

ProductivityAutomatic Record Selection for Job

LinkingReal-Time Record Selection Support

Unit Work List Compatibility with Infinite Lists

Multi-Unit Select for Unit Work List Jobs*Virtual Job “Opt-Out”

Internet Monitor Enhancements

Real-time Scheduling Execution

Extend Agent Joblist Functionality *

Automatic Recalls for Completed Jobs*

Automated Agent Monitoring Transition**Customer Requested Feature/Enhancement (GRIP)

BlendAgent Blend Support for Avaya Aura®

Contact Center*Simultaneous Agent and Call Blending

AdministrativeEnhanced SNMP Support

Strengthened Password SupportSimultaneous Campaign Alert*

Enhanced Oracle Database DocumentationSMTP Support*

Logical Code IsolationUpgrade Simplification

Miscellaneous Improvements (see detail)Hardware and Software

Miscellaneous Improvements (see detail)


Real Time Change Of Selection Records


Real Time Change Of Selection Results


Real Time Change Of Selection Sort


Automatic Record Selection for Job Linking

In this release of Proactive Contact, the users are provided with controls that allow them to have the Record selections on Linked Jobs run automatically right at the end of the current Job.


Multi-Unit Selection for Unit Work List Jobs



TelephonePG230 IP Card

Enhanced Cell Phone Detection*

ProductivityAutomatic Record Selection for Job Linking

Real-Time Record Selection Support

Unit Work List Compatibility with Infinite Lists

Multi-Unit Select for Unit Work List Jobs*

Virtual Job “Opt-Out”

Internet Monitor Enhancements

Real-time Scheduling Execution

Extend Agent Joblist Functionality *

Automatic Recalls for Completed Jobs*

Automated Agent Monitoring Transition*

*Customer Requested Feature/Enhancement (GRIP)

BlendAgent Blend Support for Avaya Aura®

Contact Center*Simultaneous Agent and Call Blending

AdministrativeEnhanced SNMP Support

Strengthened Password SupportSimultaneous Campaign Alert*

Enhanced Oracle Database DocumentationSMTP Support*

Logical Code IsolationUpgrade Simplification

Miscellaneous Improvements (see detail)Hardware and Software

Miscellaneous Improvements (see detail)


PC5 Internet MonitorSummary Campaign and Agent Data via the Web

Job Status and Detail Views Agent Status and Detail Views



Current Release

Multi-Tenancy*

10 Dialers per Pod*

Support Longer Calling List Names (GRIP1350)*

Automated Release Agent to Ready for Answer Machines (GRIP 6004)*

Oracle 11g

Enhanced IQ Reporting Events

Out of Area Code Cell Phone Time Zone Handling*

Simplified Supervisor Install

*Customer Requested Feature/Enhancement (GRIP)


Tenants


Creating a tenant


Automated Agent Release to Ready Avaya Proactive Contact connects all calls to a live

agent and the system continues to detect answering machines. If the system detects an answering machine, the administrator can configure the Avaya Proactive Contact system to perform one of the following actions:– End the call without playing a message and place the

agent in the ready mode.– Play a message on the answering machine but also place

the agent in the ready mode.– Leave the answering machine with an agent


Proactive Outreach Manager3.0


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 timeat the lowest possible costs, resulting in increased customer satisfaction and loyalty, lower overall costs of service and improved inbound call volume management

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

Campaign+

Customer data

SIP


Live Agent(only as needed from notification)

Voice

Text

E Mail

Live AgentPredictive


Outreach Flexibility Agent Efficiency Lower TCO

POM Design Objectives

• 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

• More live connects due to superior call detection & dialing algorithms

• Inbound/Outbound blending• Common Agent APIs for desktop• Agent scripting

• Single vendor solution• Integrated with Avaya’s contact

center solutions & Avaya Aura Experience Portal

• Lower cost per success – Sale, Promise to Pay, Renewals, etc.


“Your subscription is set to expire in 60 days! To save time and 5%, renew on-line now at

www.renewnow.com”

“Thank you for your renewal! We appreciate your business! Please visit www.company.com

“Your subscription is about to expire. We can help you avoid all the hassle and renew now

over the phone, and save you 5%!”

“Your subscription is about to expire. We value you as a customer and help you renew now and

save you 5%!”Agent

Phone call

Automated Email

Automated Voice

Notification

SMS or email

Design a multi-layered strategy that supports you business model …


…and let the system manage channel escalations automatically

Live Voice Pass to Agent

Voicemail

Custom Voicemail message: “Sorry we missed you. Your

delivery is planned for tomorrow 11 AM!

Ring - No Answer

Attempt additional try in 2 hours then move to text or

email

Busy Retry in 10 minutesCustomer

SIP

Proactive Outreach

Live Agent

Voice

Text

E Mail


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) 3.0


Outbound Campaign Life-cycle

Create Strategies, Campaigns

Run / Monitor

Campaigns

Campaign Reporting

Post-processing

/ Export

Import Data Contact

Lists

SIP



Home Page – Overall view of System


Contact Lists

Easy editing of any customer record within the outreach list.

Flexible search and sort to easily view and modify lists.


Preview, Progressive, Predictive


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

POMBlender

POMBlender

Release agent to Inbound Queue

Acquire more agents for campaign

Real-time inputs from Inbound/Outbound


Real-time Monitor: Agent & Campaign Details


POM - Reporting

Agent Activity Detail Report


Proactive Outreach Manager Reports

Campaign Detail– Contains all contact attempts

history for a campaign

Campaign Summary– Summarized data showing

number of call/email/SMS attempts made by campaigns

Completion Code Summary– Summarized data about various

completion codes and their counts

Completion Code Trends– Hourly trends showing number of

contacts attempted with their completion codes

Nuisance Call Summary


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


synTelate and Avaya Partnership. – 12 years

Avaya Proactive Contact

Outbound / Inbound / Blended

Global OEM agreement Avaya material codes Support, PS and

Licencing through Avaya Global presence Large install based

Avaya Proactive Outreach manager

POM 3.0

+ Avaya’s out of the box

desktop for POM 3.0 API’s developed in

partnership with Inisoft


Details Pages

External Data ( e.g. From a CRM)

SynTelate Script

SynTelate Desktop details…


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

SynTelate Desktop details (cont.)


Extensive Web Services for Rapid Integration

Reports

Customer Systems

Status

Contact Selection

JDBC WebServices

StatusUpdates

E Mail

Text

Voice

Customer Data

Campaign


Administration


Optimization

Overview of APS offers for POM 3.0

Enablement Innovation

POM DeploymentAgent-lessAgent-based (w/ SynTelate)Combined (w/ SynTelate) POM on-site Knowledge Transfer AAEP/AAOD on-site Knowledge Transfer

Advanced Software Applications Personalized applications:

• Interactive Notification (multi-purpose)

• Proactive Outreach for Payments (POPS)

• Appointment Reminder

• Survey

Custom Applications Development

Application Consulting Advanced Solution Assessment

Program (ASAP)

Speech Applications Tuning

Usability Testing

Advisory Services for Customer Experience Strategic Consulting

Advanced Solution Architecture

Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved.

Summary


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


Investment Protection and Migration Proactive Contact 5.x or Later

– Customers with Upgrade Advantage are eligible for free license migration to POM 3

Proactive Contact 4.x or earlier with or without Upgrade Advantage– Must upgrade to PC 5.1 (software only) which then entitles

you to free license migration to POM 3


Summary: We’ve got you covered

© 2010 Avaya Inc. All rights reserved.

41

World Class Implementation & Support: AVAYA PSO & CUSTOMER SUPPORT

Business Partner Community:AVAYA CERTIFIED PARTNERS & AVAYA CONNECT

High Production, Enterprise Dialing Solution: PROACTIVE CONTACT

Multi-channel Inbound, Outbound & Blend: P.O.M.


Q&A

Thank You

Date post:	13-Sep-2014
Category:	Business
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