Interaction Dialer has always been a powerful dialing platform, but version 4.0 takes it to another level. With multi-campaign dialing, intuitive management tools, enhanced reporting, and call throughput that’s second to none, Interaction Dialer 4.0 has raised the bar again.
Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday Interaction Dialer overview - Outbound dialing made even more powerful Date/Time: 09.26.2012 10:00 AM CDT Presenter: Owen B. Robinson, VP of Contact Center, Avtex Interaction Dialer has always been a powerful dialing platform, but version 4.0 takes it to another level. With multi- campaign dialing, intuitive management tools, enhanced Welcome to Websday Weekly Webinar Series on Wednesdays by A Owen B. Robinson VP of Contact Center Solutions, Avtex
Transcript
1. Welcome to Websday Weekly Webinar Series on Wednesdays by
AvtexInteraction Dialer overview -Outbound dialing made evenmore
powerfulDate/Time: 09.26.2012 10:00 AM CDTPresenter: Owen B.
Robinson, VP ofContact Center, Avtex Owen B. Robinson VP of Contact
Center Solutions, AvtexInteraction Dialer has always been a
powerfuldialing platform, but version 4.0 takes it toanother level.
With multi-campaign dialing,intuitive management tools, enhanced
reporting,and call throughput thats second to none, Websdays:
Weekly Webinar Series onInteraction Dialer 4.0 has raised the bar
again. Wednesdays by Avtex www.avtex.com/websday
2. Websday Schedule Upcoming Schedule of Websday TopicsDate /
Time Topic Top 10 Reasons to Upgrade CRM Dynamics to CRM10.03.2012
10:00 AM CDT Dynamics 201110.10.2012 10:00 AM CDT SharePoint and
Nintex: Better Together10.17.2012 10:00 AM CDT Managing Quality
Assurance in your contact center with Interaction Recorder and
Interaction Analyzer10.31.2012 10:00 AM CDT Customer Interaction
Center 4.0 - Whats there now and whats coming soon Websdays: Weekly
Webinar Series on www.avtex.com/websday Register Today Wednesdays
by Avtex www.avtex.com/websday
3. Avtex Customer Conference 2012The Intersection of Technology
and Customer Experience Keynote Speaker Harley Manning 10.25.2012
Vice President Customer Experience Register Today Minneapolis, MN
Forrester www.avtex.com/conference2012 Websdays: Weekly Webinar
Series on Wednesdays by Avtex www.avtex.com/websday
4. About AvtexCommitted to Interaction OptimizationCompany
Founded: 1972 Bloomington, MN (HQ) Milwaukee, WIEmployees:
200Revenue: ~$50MPohlad Family OwnedMicrosoft Gold
PartnerInteractive Intelligence Partner Atlanta, GA Websdays:
Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
5. Our Mission Our mission is to use our technology know-how to
enable our clients to deliver an exceptional experience to their
customers Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
6. Avtex 360 Technology Enabled Customer Experience Solutions
for every Point of Interaction Websdays: Weekly Webinar Series on
Wednesdays by Avtex www.avtex.com/websday
7. Interaction Dialer 4.0 Websdays: Weekly Webinar Series on
Wednesdays by Avtex www.avtex.com/websday
8. Agenda Interaction Dialer 4.0 Key Themes Interaction Dialer
4.0 Features Interaction Dialer 4.0 Road Map and soon to be
released capabilities Websdays: Weekly Webinar Series on Wednesdays
by Avtex www.avtex.com/websday
9. Interaction Dialer 4.0 Key ThemesMultiple Active Campaigns
per AgentEasier ManagementBlended Call DispositionConsolidated
History Data Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
10. Multiple Active Campaigns per Agent Campaign Agent Campaign
States: ON Campaign 1 (active) OFFAgent 1 Scheduled Calls Only
Campaign 2 (active) Campaign 3 (active)Agent 2 Campaign 4 (active)
Calls Agent Login List Calls Scheduled Calls Websdays: Weekly
Webinar Series on Wednesdays by Avtex www.avtex.com/websday
11. Easier Management Interaction Filters Query by Example
(like MS Access) Center Multiple filters per campaign Business
Manager Policy Sets Multiple Policy sets per campaign Call List
Import and Export tool with Mapping andDialer Management Console
Import/Export Filtering Capabilities Dialer Administration (SU1)
Real-time Stats/Monitoring Query and Update Query-By-Example, then
View Results, then Call List Management Call List Apply Some Action
to Selected or All Contacts (e.g. reset attempts, set status) Get
Counts from Call Pre-defined queries on Call List (e.g. count of
List callable/all contacts by time zone, count of contacts by
status, count of contacts by attempts) Websdays: Weekly Webinar
Series on Wednesdays by Avtex www.avtex.com/websday
12. Blended Call Disposition Call Type Wrap-up Code Wrap-up
Code Disposition: Category Wrap-up Code (which has a Inbound Call
PAY Payment Wrap-up Code Category) Outbound Call PAY Payment Simple
example that shows the consistency between blended calls Could
allow a Dialer call to be dispositioned using the Interaction
Client Allows additional reason codes (wrap-up code categories) to
be defined Maintains consistency between inbound and outbound call
results Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
13. Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
14. Interaction Dialer 4.0 MediaServer Call Analysis Websdays:
Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
15. Call Analysis What Is It? Definition Process of determining
the initial result of an outbound call How is it done? Through a
combination of audio and signaling analysis Terms often substituted
for call analysis CPA Call Progress Analysis Software Answer
Supervision LSD Live Speaker Detection PVD Positive Voice Detection
AMD Answering Machine Detection PAMD Positive Answering Machine
Detection Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
16. Live speaker : background noiseIt is common when a call
connects to have background noisefrom cocktail parties, TVs,
radios, small children, etc. Websdays: Weekly Webinar Series on
Wednesdays by Avtex www.avtex.com/websday
17. Live speaker : background noiseIt is common when a call
connects to have background noisefrom cocktail parties, TVs,
radios, small children, etc. Websdays: Weekly Webinar Series on
Wednesdays by Avtex www.avtex.com/websday
18. Live speaker : background noise Tone: Speech: ring
Answering machine Standard call analysis confuses babble noise as
an answering machine, and the dialer abandons the call. Websdays:
Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
19. Live speaker : speech ringback Many national networks use
speech recordings as ringback. Websdays: Weekly Webinar Series on
Wednesdays by Avtex www.avtex.com/websday
20. Live speaker : speech ringback Speech: Answering
machineStandard call analysis confuses speech ringback withan
answering machine, so the dialer abandons the call. Websdays:
Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
21. Live speaker : music ringback Speech: Music: Speech: ring
ring/hold live speakerMedia Server Call Analysis detects any kind
of musicand continues the call, so the dialer connects to a live
speaker. Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
22. Network messages without SITNetwork messages for
disconnected or reordered numbersoften do not begin with a Special
Information Tone (SIT). Websdays: Weekly Webinar Series on
Wednesdays by Avtex www.avtex.com/websday
23. Intercept messages without SIT Speech: answering
machineStandard call analysis confuses these messages withan
answering machine, resulting in redials and wasted time. Websdays:
Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
24. Intercept messages without SIT Speech: intercept
messageMedia Server Call Analysis detects SIT tones and
recordings,so dialer records may be updated as appropriate. .
Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
25. Interaction Dialer 4.0 Road Mapand soon to be
releasedcapabilities Websdays: Weekly Webinar Series on Wednesdays
by Avtex www.avtex.com/websday
26. Interaction Dialer Roadmap Dialer 4.0 SU1 Dialer 4.0 SU2
Dialer 4.0 FutureDialer 2.4/3.0 Migration CCS Switchover IPA
IntegrationDialer Configuration/ Preview Enhancement Feedback
IntegrationAdministration in ICBM Email/SMS Enhancements
Customizable DashboardsAgent Management UI Targeting Targeting
Targeting Q4 2012 Q1 2013 H2 2013 Note: All roadmap topics are
dependent on Development and Testing results and are subject to
change. Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
27. Central Campaign Server Switchover Fully redundant system
with Dialer Database switchover pairs for Central Campaign Server
Server and Outbound Dialing server CCS (switchover pair) ODS
CIC+Dialer (switchover pair) Websdays: Weekly Webinar Series on
Wednesdays by Avtex www.avtex.com/websday
28. Preview Dialing FeaturesWhen Can You Preview dialing of a
contact allowed within a preview campaign ANDPreview Dial a within
predictive or power campaign via a pre-call policy (e.g. for
aContact callback or high-value contact)Agent ACD Option to leave
agent ACD available (e.g. for inbound calls) until agent presses
theAvailability in Dial button for the contactPreview ModePreview
Dial Per campaign setting controls amount of time agent is given to
selectTimer Dial before base/custom script auto-selects Dial for
the agent Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
29. Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
30. Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
31. The Winner Is Free Copy of Microsoft Office 2010
ProfessionalWebsdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday
32. Thank You!Thank you for attending Websday.We hope to see
you at a future session. www.avtex.com/websday Websdays: Weekly
Webinar Series on Wednesdays by Avtex www.avtex.com/websday