expand outreach - avaya proactive outreach manager by nitin shroff
DESCRIPTION
Avaya Proactive Outreach Manager by Nitin Shroff (Product Manager) presented to the presentation to the US Avaya Proactive Contact User Group Conferece - September 2014TRANSCRIPT
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Expand Outreach Proactive Outreach Manager
Nitin Shroff, Product Manager
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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.
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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
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More channels – so better outreach?
Voice
Text
E Mail
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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
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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
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POM 3.0.1
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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
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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
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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
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Proactive Outreach Manager 3.0.1 – Solution View
Campaign and Customer Data
ApplicationServer
Email Server
Experience Portal
Proactive Outreach Manager
Live Agent(opt-out from outbound self-service)
MediaProcessingPlatforms
Experience Portal
Management System
OrchestrationDesigner
Voice
TextSMSC
PSTN
Call Center Elite or Elite-Multichannel
or Avaya Aura Contact Center
POM .NET API
POM .NET API
POM .NET API
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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…”
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Outreach Campaign Life-cycle
Create Strategies, Campaigns
Run / Monitor
Campaigns
Campaign Reporting
Post-processing
/ Export
Import Data Contact
Lists
SIP
Proactive Outreach Manager
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Contact Lists
Easy editing of any customer record within the outreach list.
Flexible search and sort to easily view and modify lists.
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Preview, Progressive, Predictive
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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
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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
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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
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Details Pages
External Data ( e.g. From a CRM)
SynTelate Script
SynTelate Desktop details…1
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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
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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.
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Home Page – Overall view of System
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Real-time Monitor: Accordion with Details
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POM - Reporting
Agent Activity Detail Report
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Export / Post-processing
Export .csv file
Select columns, completion codes
Define a class for custom post processing
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Scheduling
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Extensive Web Services for Rapid Integration
Reports
Customer Systems
Status
Contact Selection
JDBC WebServices
StatusUpdates
E Mail
Text
Voice
Customer Data
Campaign
Proactive Outreach Manager
Administration
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Use Cases
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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
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Use Case – SMS/E-mail Fraud Notification with response
Example: Valid Charge Example: Invalid Charge
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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
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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
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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
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Roadmap
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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
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Summary
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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
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Q&A
Thank You
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Backup Slides
Nitin Shroff
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DE
SIG
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MA
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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
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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