LiveOps Outbound Voice

Features and Capabilities

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LiveOps Cloud Contact Center

“Outbound” is part of a complete cloud-based Contact Center

• True Cloud Solution – No Software or Hardware to install

• Simple Configuration, Simple Ownership– Self-service add/create/change for Users, Call Flows, Reporting, etc.– Minimal Professional Services required– No Admin or Supervisor Licenses

• Massively Open Architecture – APIs, CTI, CRM Integration, more …

• Scalable, Global, Redundant, Reliable – 6 worldwide data centers

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LiveOps Cloud Contact Center

Comprehensive Voice Feature List

• LiveOps Voice: Inbound– Complete, enterprise-grade IVR/ACD/Menu/Auto Attendant Features

• LiveOps Voice: Outbound– Customer Initiated Calls

• Virtual Hold• Immediate Callback• Scheduled Callback

– Agent Initiated Calls• Manual Dialing• Click-to-Call within CRM, Web pages, Office Documents

– System Initiated Calls (List/Campaign-based)• Dial Modes: Push Preview, Progressive, Predictive, Agent-less (IVR-Only)• List Management Tools: Manual/Bulk, API-driven, CRM-driven• Flexible: Separate tools/design/configuration for each campaign

– Reporting and Monitoring

Outbound Calling via LiveOps Cloud Contact Center

Destination

Customer’s PBX

LiveOps Data CenterLiveOps

Data Centers

IVR/ACD

LiveOps Carrier Circuits

LiveOps Benefits• Integrated reporting across all regions, all

agents, all channels• CRM integration for Automated

Outbound Dial Campaigns

Client’s T1/E1 Circuit

LiveOps places a second egress call to the destination

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LiveOps places an egress call to Agent’s DID

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Agents logs into the LiveOps portal

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System (or agent) initiates an outbound call via LiveOps Web Interface or SFDC

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Agents

LiveOps Outbound:• Lead-Generated/Campaigns

• Preview• Progressive• Predictive• Automated (IVR)

• Click-to-Call in SFDC• “Local Number” CLID• Cold Calling

PSTN Carrier

Customer’s CRM/Salesforce.com

VoIP CallPSTNCall

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Outbound – Customer Initiated Calls

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LiveOps Outbound

Customer Initiated – Virtual Hold

“Our hold times are longer than usual. If you’d rather leave a message and a callback number, we can hold your place in queue and call you back when your turn comes up…”

• Customized Priority• Customized Queue Placement

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LiveOps Outbound

Customer Initiated – Immediate Callback (Example #1)

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LiveOps Outbound

Customer Initiated – Immediate Callback (Example #2)

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LiveOps Outbound

Customer Initiated – Immediate Callback (Example #3)

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LiveOps Outbound: Immediate Callbacks

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LiveOps Outbound: Scheduled Callbacks

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LiveOps Outbound: Scheduled Callbacks

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Outbound – Agent Initiated Calls

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LiveOps Outbound

Agent Initiated – Manual Dial

Options:• Customize the Outbound Caller ID• Filter the Campaign list per user/group

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LiveOps Outbound

Agent Initiated – Click-to-Dial within CRM – Salesforce.com

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LiveOps Outbound

Agent Initiated – Click-to-Dial within CRM – Zendesk

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LiveOps Outbound

Agent Initiated – Click-to-Dial within Web Pages & Office Apps

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Outbound – System Initiated Calls

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LiveOps Outbound

System Initiated – Campaign Types

Dialer Types:• Push Preview• Progressive• Predictive• Agent-less (IVR Only)

Dial Lists are uploaded to the LiveOps platform

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LiveOps Outbound

System Initiated – Push Preview

Best to use when:• Each Call is Different• Agent needs “research” time prior to

the call• Allows agent to leave personal or

pre-recorded messages on answering machines

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LiveOps Outbound

Salesforce.com OpenCTI Integration

• Fully Supports OpenCTI Integration including:– Screen pop’s within Salesforce.com on incoming call to Agent– Embedded Task/Interaction fields within LiveOps Phone Panel

Lead/Contact can be “popped”. New Case can be created. Comments added as “Tasks” within the Case.

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LiveOps Outbound

System Initiated – Push Preview with Salesforce CTI

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LiveOps Outbound

System Initiated – Progressive

• Agent leg is called first,thereby “reserving an agent”

• Agent can remain “pinned up” for faster dialing

• Customer leg is called second• Answering Machine Detection

(AMD) filters out: Voice Mail, Busy, No Answer, Disconnects, Intercept tones, Fax Machines, Modems

• Any “Hello, this is Jeff…”-type answers are immediately connected to a live human representative

• NO PAUSE or DELAY!

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LiveOps Outbound

System Initiated – Progressive

Best to use when:• Each Call uses the same “Talk Script”• Improves efficiency of your

representatives• No wasted agent time for dialing or

handling mis- or dis-connects

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LiveOps Outbound

System Initiated – Predictive

• Like Progressive except:• Dialer can be “cranked up” to

overdial by XX percentage• AMD is Always ON• Overdial Algorithm speeds up

or slows down depending on live, dynamic use statistics

• CAN CREATE PAUSE or DELAY for the customer!

• Do Not Call (DNC) Lists is supported• DNC Day/Time/Hours is supported

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LiveOps Outbound

System Initiated – Predictive

Best to use when:• Speed is more important than

Service

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Outbound – Managing and Reporting

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• Manual (Bulk) Upload via .CSV

Dial List Uploading

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• Pre-built Tools for CRM (e.g. Salesforce)

Dial List Uploading

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• Custom tools using LiveOps “Lead Upload API”– Web Site: https://developer.liveops.com/ – Resource: Platform Services API Reference.pdf v2.4

Dial List Uploading

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• Callback Reports (4 tempaltes)

• Outbound Reports (3 templates)

• Scheduled Calls Tracking

Outbound Reporting

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• LiveOps Historical Reporting Tool– “Out Dials – Detail” Report

Outbound (Manual / Call Back) Reporting

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• Virtual Callback Recorded Segments

Callback Tracking & Visualization

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Outbound – Configuration & Options

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• Agents sees the customer’s “Entered Number” as the Caller ID on the “Incoming call” to the Agent

• Customer sees the configured “Outbound ANI” (set within the Campaign) as the CallerID on the incoming call from the LiveOps agent to the customer.

Caller ID Information

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Outbound – Developer Tools

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Developer Tools

Platform Services APIs

• Web Site: https://developer.liveops.com/

• Resource: Platform Services API Reference.pdf v2.4

Thank you!

Questions & Answers