Expand Outreach - Avaya Proactive Outreach Manager by Nitin Shroff

Expand Outreach 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

+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

Omnichannel

© 2012 Avaya Inc. All rights reserved. 6

6

Automated Voice Notification and

payment

Text /SMS

Cost

Email Live Agent Phone Call

Effectiveness

•Every channel should be evaluated according to Cost vs. Effectiveness•Expand outreach channels with Proactive Outreach Manager

ValueExpandChannels

Outreach Channels – Effectiveness vs. Costs

POM 3.0.1


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

Proactive Outreach Manager

Live Agent(opt-out from agent-less interaction)

Voice

Text

E Mail

Live AgentPredictive


Outreach Flexibility Agent Efficiency Lower TCO

POM 3.0.1 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


Proactive Outreach Manager Features and Benefits Feature Benefit

Agent-based, Preview/Progressive/Predictive Provides highest outbound agent efficiency

Skills-based blending of inbound-outboundEnsures 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 classificationEnsures 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


Proactive Outreach Manager 3.0.1 – Solution View

Campaign and Customer Data

ApplicationServer

Email Server

Experience Portal


Live Agent(opt-out from outbound self-service)

MediaProcessingPlatforms

Experience Portal

Management System

OrchestrationDesigner

Email

Voice

TextSMSC

PSTN

Call Center Elite or Elite-Multichannel

or Avaya Aura Contact Center

POM .NET API

POM .NET API

POM .NET API


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

“Thank you for your order! Sign-up for updates and special discounts at www.avaya.com today!”

“Hello Mrs. Jones, we are calling today to alert you about a pending charge to your account…”

http://www.avaya.com/


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


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


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


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


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


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.


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

Use Cases


Customer Journey – Outbound Use Cases

BuyOwn

Purchase

ResearchReceive

Onboard

Use

Promote

Renew

BreakdownDamage

Interesting! Find Out More!

Placean Order

Receiveand Setup

ChaseOrder

Learn to Use Product

MakePayment

TroubleshootUpgrade

DisconnectLeaving

Retain & Win-back

Promotion Offer

Feel &CompareProducts

Research Products

SelectMaintain

Callbackin queue

Web chat

support

Promotion notifications

Renewal notification

Payment processing

Payment notification

Payment notificationCustomer

IdentificationVoice

biometrics

Online or mobile

Onlineor mobile

Onlineor mobile

Web chat support

Delivery status update

Collections &Telemarketing


Use Case – SMS/E-mail Fraud Notification with response

Example: Valid Charge Example: Invalid Charge


Case Study – CollectionsGovernment

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


Case Study – TelemarketingNon-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

https://www.youtube.com/watch?v=c_pqDSvEvvs&feature=youtu.be

Roadmap

© 2011 Avaya Inc. All rights reserved.3535

Predictive for CC-Elite, blend

Avaya Outbound Solutions – Expand Outreach

AACC/Agent Blend, Hosted, Large Enterprise,

Productivity

Tech Refresh, Time Zoning & GRIPS

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 3.1

AACC x.x

Predictive for AACC, blend

POM 2.5

Multi-channel notifications Skills-based pacing

Optimized, Ease of migration

AIC,Others

PC 5.1 PC 5.1.1

AACC 6.3

CC-Elite x.x

POM x.x

AACC x.x

Other, TBD

Multiple ACD

PC 5.1.2

GRIPSPlatform updates

Summary


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


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

Technology

Expand Outreach - Avaya Proactive Outreach Manager by Nitin Shroff