Proactive Outreach Manager Presentation - pds_user_group_sept_2013_2

Augment & Evolve Proactive Outreach Manager

Nitin Shroff, Product Manager

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 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.


40%

of global consumers prefer web chat, self-

service, and SMS

will use email in1-2 years compared

to 15% today

will opt for automated voice response when

offered (in the US)

55% 50%

Consumer Communication Trends


More channels – so better outreach?

Voice

Text

E Mail

© 2011 Avaya Inc. All rights reserved.5

The Evolution of Outbound Market

Key market drivers growing the use of outbound Services

Outbound

Collections

IB/OB Blend

+Revenue generation• Telemarketing

Productivity• IB/OB blend

CSAT• Customer service

Win-backs

360 degree Multi -

Channel

+Revenue generation• Cross-selling

Ease of use• Unified administration,

desktop, and reportingLow 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

Advanced Optimization


Predictive for CC-Elite, blend

Avaya Outbound Solutions – Augment & Evolve

2012

Next-generation outbound, multi-channel notifications

AACC/Agent Blend

Prior to 2012 2013

Hosted, Large Enterprise, Productivity

2014

Tech Refresh, Time Zoning & GRIPS

POM 2.0

AACC 6.1

CC-Elite 6.2

POM 3.0

CC-Elite 6.2

CC-Elite 6.2

POM 3.0.1

AACC 6.4

CC-Elite x.x

POM x.x

AACC x.x

Predictive for AACC, blend

2015

POM 2.5

Skills-based pacing

Optimized, Ease of migration

AUGMENT AUGMENT & EVOLVE

Other, TBD

Proactive Contact 5.0


Proactive Contact x.x

AACC 6.3

© 2012 Avaya Inc. All rights reserved. 7

7

Automated Voice Notification and

payment

Text /SMS

Cost

Email Live Agent Phone Call

Effectiveness

•Every channel should be evaluated according to Cost vs. Effectiveness•Proactive Outreach Manager augments Proactive Contact

ValueAugment

Outreach Channels – Effectiveness vs. Costs

What’s New?POM 3.0


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

Proactive Outreach Manager

Live Agent(only as needed from notification)

Voice

Text

E Mail

Live AgentPredictive



Outreach Flexibility Agent Efficiency Lower TCO

POM-Version 3.0 Release Themes

• 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

POM 2.0May 2010 (GA)

POM 2.5July 2012 (GA)

POM 3.0Q4 CY13 (Commit)

Future Releases (Planning)


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)


Proactive Outreach Manager 2.5 – Solution View

Campaign and Customer Data

ApplicationServer

(existing or new)

Dialog Designer Apps VoiceXML Apps CTI Apps

VoiceXML Interpretation

Call Classification Telephony Admin/

Configuration Licensing Reporting Database

Email Server

Experience Portal


Campaign Management

SMS Gateway Email

Live Agent(only as needed)

MediaProcessingPlatforms

Experience Portal

Management System

Dialog Designer

Email

Voice

TextSMSC

PSTN

Complementary3rd Party

Processes

CRM (APS or BPs)Web Services for contacts/updates

OperationalCustom Reports

Best Time To Call

Targeted Applications

Packaged apps - e.g. appointment reminders,

surveys (APS)(ISV)


Solution View – POM 3.0 with CC-Elite

Avaya Aura Experience Portal


Customers

Agents: Any Agent Desktop supporting POM

Common Agent API

POM .NET API

POM .NET API

POM .NET API

POM .NET API

Call Center Elite


Outreach Campaign Life-cycle

Create Strategies, Campaigns

Run / Monitor

Campaigns

Campaign Reporting

Post-processing

/ Export

Import Data Contact

Lists

SIP



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


Agent APIs

Manage the agent experience– Customize desktop

– Use 3rd party agent desktops

Two modes of operation for flexible deployment– One-many (browser-based architecture)

– One-one (each thick client connecting to POM)

Resiliency with automatic failover to different POM server


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


Details Pages

External Data ( e.g. From a CRM)

SynTelate Script

SynTelate Desktop details…1


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…2


Home Page – Overall view of System


Real-time Monitor: Accordion with Details


POM - Reporting

Agent Activity Detail Report


Export / Post-processing

Export .csv file

Select columns, completion codes

Define a class for custom post processing


Scheduling


Extensive Web Services for Rapid Integration

Reports

Customer Systems

Status

Contact Selection

JDBC WebServices

StatusUpdates

E Mail

Text

Voice

Customer Data

Campaign


Administration


Case Study – Collections with automated systemGovernment

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


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

RoadmapAugment & Evolve


Predictive for CC-Elite, blend

Avaya Outbound Solutions – Augment & Evolve

2012

Next-generation outbound, multi-channel notifications

AACC/Agent Blend

Prior to 2012 2013

Hosted, Large Enterprise, Productivity

2014

Tech Refresh, Time Zoning & GRIPS

POM 2.0

AACC 6.1

CC-Elite 6.2

POM 3.0

CC-Elite 6.2

CC-Elite 6.2

POM 3.0.1

AACC 6.4

CC-Elite x.x

POM x.x

AACC x.x

Predictive for AACC, blend

2015

POM 2.5

Skills-based pacing

Optimized, Ease of migration

AUGMENT AUGMENT & EVOLVE

Other, TBD



Proactive Contact x.x

AACC 6.3

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


Q&A

Thank You

Backup Slides

Nitin Shroff


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PERFORMANCE Reporting, Analytics, Workforce Optimization

INTERACTIONMultichannel, Desktop, Collaboration

EXPERIENCERouting, Self Service, Resource Selection, Work Assignment,

Proactive Service

Our focus is to help organizations create competitive advantage by

delivering a differentiated customer experience

Customer Experience Framework


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

POM – Solution areas

Date post:	13-Sep-2014
Category:	Technology
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Proactive Outreach Manager Presentation - pds_user_group_sept_2013_2

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