avaya outbound contact express
Post on 13-Sep-2014
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DESCRIPTION
Avaya Outbound Contact Express is a predictive dialler for IP OfficeTRANSCRIPT
Avaya Outbound Contact Express
Jan 2014
© 2013 Avaya Inc. All rights reserved. 22
Agenda
Overview
Key Features
Engineering the Solution
Sizing and Quoting
Selling the Value
Competitive
Use cases
Services
Summary
© 2013 Avaya Inc. All rights reserved. 3
Turnkey, pre-integrated, package with all hardware, software required
Rapid deployment, in day(s) vs. months
Simplified support with a single vendor
Supporting outbound agent dialing requirements:
Midmarket, 25-250 agents, <500 trunks
Tailored for collections or telemarketing verticals, with high need for outbound calling
Full featured solution with built-in outbound dialing, agent web-client, scripting, reporting, call recording and speech analytics
Option to utilize PBX functions of IP Office
IPEndpoints
PC Supervisor
Avaya Speech Analytics
WebAgent
Avaya Outbound Contact ExpressA new outbound solution Avaya is bringing to market
© 2013 Avaya Inc. All rights reserved. 44
Customer Pain PointsMultiple vendors, complex deployment and maintenance
Partner Pain PointsMultiple vendor relationships and credential requirements
What does it take today to build an outbound dialing solution?
Vendor #1
Vendor #2
Vendor #3
Vendor #4
Vendor #5
Networking
Collaboration Platform
Outbound CC Analytics
Scripting Engine
Session Border Controller
30+ Daysto operation
Coordinate multiple Vendors
Steps: Build, Test, Configure, Run1) Setup Multi Vendor RFP 2) Engage Systems Integrator3) Schedule Build out4) Test interoperability5) Configure components6) Rollout7) Validate and run
© 2013 Avaya Inc. All rights reserved. 5
Avaya Outbound Contact Express
IP Office Server Edition Predictive Dialer Avaya SBCE Web Agent incl. Scripting Reporting & Speech
Analytics Networking
1 Day Single Vendor
Turnkey
Pre-Configured
Tested
Interoperable
Steps: Build, Test, Configure, Run1) Setup Multi Vendor RFP 2) Engage Systems Integrator3) Schedule Build out4) Test interoperability5) Configure components6) Rollout7) Validate and run
© 2013 Avaya Inc. All rights reserved. 6
CollectionsCross-selling
Customer Surveys
Customer Retention& Win Back
Fraud Alerts
Welcome Calls and Appointment
Reminders
Avaya Outbound Contact ExpressTypical Customer Use Cases
© 2013 Avaya Inc. All rights reserved. 77
Every outbound phone call has value…
Otherwise companies wouldn’t be making them
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Manual Dialing vs. Predictive Dialing
Talktime
Ring
Dial
Prep
Typical manual contact rate 5 –10 per hour
Typical Avaya contact rate 20 – 30 per hour
Wrapup
Talktime
Ring
Dial
Prep
0 10 20 30 40 50 60Seconds
0 10 20 30 40 50 60Seconds
Talktime Administration
Talktime Wait
200 – 300% contact rate increase
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Average Delinquency Amount is $500
Promise Rate is 25%
The value of every call is $125
Q: What is the value of a live phone call to your organization?
Collections
Surveys
Company is paid $75 for each completed survey
Completion rate is 20%
The value of each call is $15
Each missed appt costs the company $150
100 appts/mo are missed
80% of missed appts are kept if reminded
Value of Reminder = $120
Appointment Reminders
Product Sells for $120
Close Ratio is 33%
The value of each call is $40
Sales / Telemarketing
© 2013 Avaya Inc. All rights reserved. 1010
ROI (Payback Period) = Cost of System / Revenue
Sales / Telemarketing
Talk Times 1 Minute 2 Minutes 3 Minutes 4 Minutes 5 Minutes
Talk Times (Seconds) 60 120 180 240 300
Update Time (After Call Work) 30 30 30 30 30
Idle Time (Between Calls) 20 20 20 20 20
Total Event Time 110 170 230 290 350
Calls /Agent / Hour 33 21 16 12 10
Talk Times# Calls per month 1 Minute 2 Minutes 3 Minutes 4 Minutes 5 Minutes
Number of Agents Required to handle call volumes10,000 2 3 4 5 6
20,000 4 6 8 10 12
30,000 6 9 12 15 18
40,000 8 12 16 20 24
50,000 10 15 20 25 30
60,000 12 18 24 30 36
70,000 14 21 28 35 43
80,000 16 24 32 40 49
90,000 18 27 36 45 55
100,000 20 30 40 50 61
Total # of Live Calls x Value of Call = Revenue
20,000 $40 $ 800,000*
$ 175,000 (example cost)
$ 80,000* (10% net revenue)= 2.2 months
* Not all revenue is profit, of course. Use
appropriate net revenue amount
Per month
> Product Sells for $120
> Close Ratio is 33%
> The value of each call is $40
© 2013 Avaya Inc. All rights reserved. 11
Target CustomersMid-Market
25-250 users (includes agents, supervisors, other users)250-500 trunks
Dedicated outbound contact centers
Competitor base opportunities
• Customers moving to IP as part of technology refresh
• Customers moving to SIP trunking
• Customers concerned with competitor viability
Greenfield opportunities
• Enterprises with collections, telesales, inside sales, proactive customer care teams
• Preference for turnkey, pre-integrated solutions and single vendor sourcing and support due to limited IT resources
• Requirement for rapid installation
© 2013 Avaya Inc. All rights reserved. 1212
Perfect Profile Customer
25-100 agents
Outbound-only shop or have ability to segregate outbound agents– Collections
– Fund-raising
– Customer Outreach
– Subscriptions
– Telemarketing
No blending required
Can operate in standalone mode or can integrate with existing PBX
Greenfield opportunities– > 10,000 calls/month
Replacement/Upgrade opportunities– Tech refresh with move to IP infrastructure/ SIP trunking with non-disruptive,
cost-effective implementation offer
– Benefits of browser-based interface for agents
Limited customization or integration needed
© 2013 Avaya Inc. All rights reserved. 13
Proactive Contact
Outbound Contact Express – Proactive ContactPositioning of agent based outbound
Outbound ContactExpressC
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SizeAvg. System Size
Outbound Contact ExpressAvg. System SizeProactive Contact
© 2013 Avaya Inc. All rights reserved. 14
Talk Times 1 Minute 2 Minutes 3 Minutes 4 Minutes 5 Minutes
Talk Times (Seconds) 60 120 180 240 300Update Time (After Call Work) 30 30 30 30 30Idle Time (Between Calls) 20 20 20 20 20
Total Event Time 110 170 230 290 350
Calls /Agent / Hour 33 21 16 12 10
Talk Times
# Calls per month 1 Minute 2 Minutes 3 Minutes 4 Minutes 5 Minutes Number of Agents Required to handle call volumes
10,000 2 3 4 5 6
20,000 4 6 8 10 12
30,000 6 9 12 15 18
40,000 8 12 16 20 24
50,000 10 15 20 25 30
60,000 12 18 24 30 36
70,000 14 21 28 35 43
80,000 16 24 32 40 49
90,000 18 27 36 45 55
100,000 20 30 40 50 61
Basic Formula# Live Calls
Required* per month / 160* (hrs per
month) / calls per agent per hour
* Based on M-F, 8 hr work day. Be sure to get total monthly hours from
the customer
NOTE:These are Live
Conversations, not calls placed
Calculating the number of agents
© 2013 Avaya Inc. All rights reserved. 1515
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 notifications, with opt-out
Proactive Contact
Stand AloneStand 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 scripting
Proactive Outreach
IntegratedIntegrated
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
BundledBundled
Avaya’s Next Generation Outbound
Proactive Contact & Voice Portal on a common server
Live agent & multi-channel from a single platform
POM 2.5 (Automated Notifications) available today
POM 3 (live agent) in December
UnifiedUnified
Proactive Outreach Manager (POM)
© 2013 Avaya Inc. All rights reserved. 16
Overview of Avaya Outbound Solutions
Avaya Outbound Contact
Express R1.0
Avaya Proactive Contact
R5.1
Avaya Proactive Outreach
Manager v2.5
Primary Value Proposition
All-in-one pre-integrated Outbound dialing solution
for Small and Midsize Contact Centers
Best-in-class Enterprise-grade dialing solution for
Midsize and Large Enterprises with
sophisticated needs
Automated, multi-media (Voice, SMS, Email)
Proactive Customer Care Solution for low-cost, high
touch campaigns
Primary Customer Needs Satisfied
Dedicated Telemarketing and Collections Platform
Focused Telemarketing and Collections Platform with rich Contact Center
Integration
Sophisticated Notification, Escalation, and Business
Process Support integrated with 360 degree feedback
Primary Differentiators
Low Acquisition and Operational Footprint, Pre-integrated with all elements, Fast install
Best in class Call Classification and rich integration to Contact Center; Ecosystem of
Solutions
Multi-channel campaign management (Email to
SMS to voice to inbound agent escalation paths)
Integration Application of Avaya Aura Experience
Portal
© 2013 Avaya Inc. All rights reserved. 17
Overview of Avaya Outbound SolutionsAvaya Outbound
Contact Express R1.0Avaya Proactive
Contact R5.1 (Hard /PG230 Dialer
only)
Avaya Proactive Contact R5.1 (CTI
Dialer only)
Avaya Proactive Outreach Manager v2.5
Capacity 250 agents500 trunks
4.500 agents9,000 O/B lines
3,000 agents 5,000 ports (Automated Voice Agents), 20,000+ email per hour, 20,000+
SMS sent per hour
Inbound/outbound blending
N/A (1) N/A (2)
Call Recording (Standard, pre-integrated)
(via Avaya WFO,
partners)
(via Avaya WFO, partners)
N/A (3)
Web client (Standard for agent
desktop incl. Scripting)
(via OEMs, partners)
(via OEMs, partners)
(For administration of
campaigns)
Call Classification and call connect (productivity)
95%1100ms
98.9% 770ms
85%1200ms
97.9%900 ms
FCC Compliance
OFCOM (UK) Compliance
Installation Turnkey, eliminates time to integrate phones, switch, scripting, call
recording. APS offer for dialer setup available
Standard APS installation services
required
Standard APS installation services required
Standard APS installation services required
• (1) Blending is not relevant to OCE 1.0 as it is not integrated with inbound contact centers in this version• (2) Blending is not relevant to POM 2.5 as Agent-based Outbound Dialing is not supported• (3) Call Recording is not typically used with automated outbound campaigns as Agents are not involved in interactions
© 2013 Avaya Inc. All rights reserved. 18
Agent-based collections, telemarketing, surveys, etc.
Agent-less proactive customer care, surveys, etc.
PC Hard Dialer
PC CTI Dialer
Proactive Outreach Manager
Outbound Contact Express
Existing Communication
Manager
>250 agents
25 – 250 agents
• Inbound/outbound blending? • High productivity?• OFCOM (UK)?• Best of breed solution
integrations?• High capacity call rates?
• Pre-integrated scripting, call recording, web agent, speech analytics, trunking, SIP, and HW?
• Low cost installation?
• Upgrade pricing of existing solution a concern?
Hosting
• Multi-channel outreach needs?
• Proactive customer care with self-service options?
Which Solution is Right for the Customer?
© 2013 Avaya Inc. All rights reserved. 19
Solution Deployment
Greenfield with locally deployed agent handsets
© 2013 Avaya Inc. All rights reserved. 20
Solution Deployment
Re-use existing PBX assets for the agent handsets
Existing PBXor SP
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Agent Handsets 96x1(IP H.323)
# of Agents HW Bundle(No. & Type of lines)
No. & Model of Phones
Trunk type:SIP, PRI, SIP&PRI
Trunk size:up to 250 or 500 trunks
Network integration:Phones connected to OCE
or on existing network
- Plus Installation & Maintenance -
Outbound Contact Express
& Supervisors
Outbound Contact Express Design is simply:
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Pricing
Material Code Description List Price (USD)
273745 AOCE HDWR SIP 250 6 ERS $52,000
273746 AOCE HDWR SIP 500 6 ERS $56,000
273747 AOCE HDWR SIP/PRI 250 6 ERS $56,000
273748 AOCE HDWR SIP/PRI 500 6 ERS $66,000
304068 AOCE HDWR SIP 250 SINGLE ERS $42,000
304069 AOCE HDWR SIP 500 SINGLE ERS $46,000
304140 AOCE HDWR SIP/PRI 250 SINGLE ERS $46,000
304141 AOCE HDWR SIP/PRI 500 SINGLE ERS $56,000
304142 AOCE HDWR PRI 250 SINGLE ERS NO SBC $42,000
304143 AOCE HDWR PRI 500 SINGLE ERS NO SBC $52,000
304170 AOCE HDWR PRI 250 6 ERS NO SBC $52,000
304171 AOCE HDWR PRI 500 6 ERS NO SBC $62,000
273740 AOCE R1 PER USER LIC NEW $2,200
273741 AOCE R1 PER USER LIC ADD $2,200
Please see the Offer Definition for additional details.
© 2013 Avaya Inc. All rights reserved. 23
Services
Business Partners will be able to implement
Utilizing APS Proactive Contact Talent
Quoting through “ProServices Now”
Initial Deployments will be APS only until partners are trained
Mandatory SA (essential) and UA attach
SA/UA based on the full solution rather than individual components
SSL/VPN for remote connection
No co-delivery for phase 1
Implementation / APS Ongoing Support / GSS
© 2013 Avaya Inc. All rights reserved. 2424
Outbound Contact ExpressAPS Capabilities
AOCE Deployment:– AOCE Deployment Base Offer
– A series of optional Add-ons
AOCE Optimization:– AOCE Productivity Analysis
AOCE Advanced Applications Capabilities:– 1 minute infinite job
– ODBC access
AOCE Consulting Capabilities:– Avaya Speech Analytics Advanced Consulting Workshop
– Block of Proactive Contact Consulting hours
© 2013 Avaya Inc. All rights reserved. 25
Outbound Contact Express APS Base Offer
AOCE APS Base Offer
Base offer includes all services to get started effectively (PRI Only):• Data gathering session and Technical readiness review• Onsite, cabling / power, remote access enablement• Configuration of unique customer details, like IP addresses, trunking and dial routing
patterns.• 3 pre-defined Proactive Contact standard lists/campaigns, that can be:• Collections.• Telemarketing. • Customer Satisfaction Surveys.
• Up to 5 days on-site for:• Standup and integration of the AOCE solution into the customer’s environment.• Integration, setup and testing of pre-defined standard lists. • Up to 2 hours of System handoff review, for supervisors (for Customers that have
previously taken self-training via Avaya University courses)• One day remote Go-live support.
© 2013 Avaya Inc. All rights reserved. 2626
Average construct 50 users – w/o phones
Support Advantage and Upgrade Advantage are mandatory attach
HW maintenance is optional
Item Qty List Price Enhanced List Price
Anticipated Street Price
250 Trunks SIP/PRI Bundle Single ERS
1 $46,000 $46,000
OCE User License 50 $2,200 $110,000
Subtotal (Product) $156,000
Upgrade Advantage 3YR AN * 50 $11.00 $6,600
Support Advantage ESS 3YR AN *
50 $13.33 $7,998
HW Parts NBD 3YR AN * 1 $335.50 $4,002
Subtotal (Service Year 1) $18,600
Implementation** $50,000
Total Price (Year 1) $224,600 $150,000
Notes: * SA, UA and HW maintenance list prices are monthly prices ** Implementation price estimates including base offer & some options, check APS offer for more details
© 2013 Avaya Inc. All rights reserved. 2727
Key Take Aways
Product designed to specifically target pain points of mid-market segment – Mid-market segment previously underserved segment by
Avaya
– Easy offer structure and qouting
Partner compelling offer– Easy implementation - can be carried out by partners
Key features– All-In-One full stack Outbound Dialing solution
– Turnkey, pre-staged
– Easily installed – Standard deployment in 1 day on site
– Industry-leading predictive capability
– Operating also in non Avaya PBX environments
© 2013 Avaya Inc. All rights reserved. 28
Qualifying Questions
© 2013 Avaya Inc. All rights reserved. 2929
Qualifying questions - Is Outbound Contact Express a good fit?Qualifying question Background Acceptable
Responses
How are you reaching out to your customers today ?
Using manual dialing or having a dialer already? Using preview or predictive dialing (if dialer is in place)? What’s the process used?
Manual
If you use a system, what technology/equipment do you use today ?
Old equipment / refresh needed? Equipment out of support or expensive to support ?
Old needs replacement
How many outbound calls are you making ?How many agents do outbound?
Validate if an outbound dialing solution is applicable (>10,000 a month). Input to design a solution and to ROI
>10,000/month>25
Check on feature requirements:• Do you use or would it be beneficial to use a
browser based agent interface ?• Do you use or require call recording (e.g. for
compliance reasons) ?• Do you use or require scripting to guide your
agents (Better consistency of conversations, lower agent training requirements) ?
• Do you use or require speech analytics ?
The more features are used/required, the better the OCE all-in-one package fits
Ok if they need just predictive dialingEven better if they need additional features
Is blending between outbound and inbound calls required ?
OCE is primarily an outbound solution that doesn’t support blending in this release.
Don’t need today
Will the agent desktop require any third party integration?
Understand options to use the web agent application and potential integration needs on the desktop.PS: OCE supports integration into web clients as of today.
None or limited
Check on infra structure requirements:• What PBX infra structure is in place?• Do you use or require SIP trunks (OCE
allows easy migration to SIP trunking*) ?
Greenfield vs. existing PBX. Avaya vs. 3rd party PBX. Local vs. remote agents.
Any can be supported. Good to have this information
Note: *Outbound Contact Express supports PRI and SIP trunks (not T1 robbed bit)
© 2013 Avaya Inc. All rights reserved. 3030
Qualifying questions – contd. – Generating a proposal…Qualifying question Background Acceptable ResponseWhat kind of trends are you seeing relative to delinquencies and charge-offs / sales objectives / customer retention / customer satisfaction?
What measures have you taken to address debt collection / sales performance / customer satisfaction levels?
Understand the customers situation and what business problems he is trying to solve.
Any. Just getting more data to understand their business.
How many outbound calls are you making per day, week, or month?
Input to design a solution and to ROI As accurate number as possible
How many agents support your outbound calls today ?
Input to design a solution and to ROI As accurate number as possible
What is the current average number of calls an agent is doing per hour ?
Input to design a solution and to ROI As accurate number as possible
What is the current average agent wait time between each productive connect ? Is this meeting your expectations ?
Input to ROI As accurate a number as possible
What percentage of connects that are passed to agents are unproductive ?*
Input to ROI As accurate a number as possible
What is the value of a live phone call?
Input to ROI If they don’t have a number, we can use the a reference number from slide 38
*Unproductive connects can include ringing phones, busy signals, answering machines, dead-air, and more. Not needed if customer is doing manual dialing today.
© 2013 Avaya Inc. All rights reserved. 31
Resources
© 2013 Avaya Inc. All rights reserved. 3232
Resources AvailableAvaya Outbound Contact Express material on Sales Portal:
https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?Id=a3ja0000000LOexAAG
Outbound Contact Express Customer Presentation
Outbound Contact Express Brochure
Outbound Contact Express FAQ
Outbound Contact Express Offer Definition
Outbound Contact Express APS Offer Definition
Outbound Contact Express Recorded Demo
Outbound Contact Express Flash Demo (targeted for September)
Avaya Outbound ROI tools
Recorded Sessions (accessible for Business Partners)
Outbound Contact Express Sales Overview
https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LIEpAAO&Id=a3ja0000000LOzvAAG
– Navigate to “Outbound Contact Express ASC”
Outbound Contact Express Technical Overview
https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LFqaAAG&Id=a3ja0000000LNPVAA4
– Navigate to “Outbound Contact Express ATC training”
© 2013 Avaya Inc. All rights reserved. 3333
More Resources
Courses Training hours
Delivery method
Selling and Designing Avaya Outbound Contact Express
Solutions
2C00040O/41O: Avaya Avaya Outbound Contact Express – Sales
0.75 Web
3C00060O: Avaya Outbound Contact Express – Technical Sales
0.25 Web
Avaya University Sales Training
Press release on Outbound Contact Express customer
MedAmerica Billing Services, Inc.
http://www.avaya.com/usa/about-avaya/newsroom/news-releases/2013/pr-130812
© 2013 Avaya Inc. All rights reserved. 3434
Avaya Outbound Contact Express
To contact the ATAC PreSales Technicenter: Voice: North America 720.444.7700 EMEA 44 1483 309078 APAC 65 6872 2693 India 91 20 3092 6555– email: [email protected] with the product in the subject
line (i.e. Outbound Contact Express)
– Web: https://atac.avaya.com/Technicenter.asp
– Please utilize our FAQ database tool before you engage the Technicenter at: https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?Id=a3ja0000000LXXRAA4
© 2013 Avaya Inc. All rights reserved. 3535
Avaya Outbound Contact Express - Contacts
In-region CC specialists have been trained
Product ManagementMichael [email protected] +49 40 2392 4130
Sarita [email protected]
Global Market IntroductionJoe [email protected] +1.425.201.9414
© 2013 Avaya Inc. All rights reserved. 3636
Asks
Profile your installed base for Outbound Contact Express opportunities
Evaluate the use of Outbound Contact Express on new opportunities
Come back with profiled opportunities that we can help you on