Avaya outbound update 15th May 2014

Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved.
Update on Current Avaya Outbound Offers
Avaya

2Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved.
Topics
Proactive Contact Release Updates
Proactive Outreach Manager Release Updates
Avaya Professional Services Custom Offers
Q & A

3Avaya – PROPRIETARY USE PURSUANT TO YOUR SIGNED NDA AGREEMENT © 2011 Avaya Inc. All rights reserved. 3
Proactive Contact Update
Michael Gruen

 PG230 IP Card
 Enhanced Cell Phone Detection
 Automatic Record Selection for Job Linking
 Real-Time Record Selection Support
 Unit Work List Compatibility with Infinite Lists
 Multi-Unit Select for Unit Work List Jobs
 Virtual Job “Opt-Out”
 Internet Monitor Enhancements
 Real-time Scheduling Execution
 Simultaneous Agent and Call Blending
 Logical Code Isolation
 Upgrade Simplification
 Miscellaneous Improvements (see detail)
 Automated Agent Monitoring Transition
 Automatic Recalls for Completed Jobs
 Extend Agent Joblist Functionality
 Enhanced Oracle Database Documentation
 Simultaneous Campaign Alert
 Strengthened Password Support
 Enhanced SNMP Support
 Agent Blend Support for AACC
Telephony
Productivity
Blend
Administrative
 Miscellaneous Improvements (see detail)
Hardware and Software Click file
below for
detail
Proactive Contact 5.0 Feature List Summary
 SMTP Support- FTC Compliance -

Proactive Contact 5.1 Feature List Summary
 Multi-Tenancy
 10 Dialers per Pod
 Support Longer Calling List Names
 Automated Release Agent to Ready for Answer Machines
 Out of Area Code Cell Phone Time Zone Handling
 Enhanced System Access Security
 Enhanced IQ Reporting Events
 Oracle 11g and Crystal Reports 2011
 Simplified Supervisor Install
Proactive Contact 5.1
Released Date: 18 February 2013

Proactive Contact 5.1.1
Released Date: 21 April 2014
Proactive Contact 5.1.1 Feature List Summary
 Service Pack addressing a variety of issues
– Avaya Proactive Contact 5.1.1 - List of fixed issues, improvements, known issues,
and troubleshooting
– https://downloads.avaya.com/css/P8/documents/100179796
 Supporting increased processing efficiency with new HP DL360p G8
common server
– Older servers supported by PC 5.1 remain supported with 5.1.1
– HP DL360p G8 requires PC 5.1.1
– Target to release new server hardware and ship new systems with HP DL360p G8
later in June/July
– RHEL OS upgrade to RHEL 5.9 including a new OS installer for G8 servers
 Enhanced Ofcom support for CTI dialer. Enables compliance with Ofcom’s
2 second messaging rule
 Improved security with SHA-2 message digest to sign and RSA 2048 to
encrypt digital certificates based on NIST SP 800-131A recommendation
 Internet Monitor: Authentication from Internet Monitor to the dialer is now
done on LDAP’s secure port.

Proactive Contact
Proactive Contact – More Updates
 OpenSSL Heartbleed Vulnerability
– Proactive Contact 4.x and 5.x with a risk level of none in
regards to the OpenSSL Heartbleed vulnerability
– Please consult Avaya OpenSSL Security Update
http://downloads.avaya.com/css/P8/documents/100179670
for details
 Interoperability
– Starting with 5.1 new interoperability with
– Avaya Aura Communication Manager 6.3
– Application Enablement Services 6.3

Proactive Outreach Manager (POM) Update
Nitin Shroff

Proactive Outreach Manager
 A complete 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 Agent
Predictive

Evolution of Proactive Outreach Manager (POM)
Outbound Contact
Express (OCE) 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
prompting
POM 1.0
Proactive Contact +
Experience Portal
 Single Platform
 Managed
application on CXP
 Automated Voice
notifications + one
way SMS & Email
 Opt–out to live
agent
POM 2.0
Automated
Notifications (AN) Only
 Pacing of AN based
on IB service levels
 Two way SMS &
email
 Opt-out to live
agent
POM 2.5
Service Level Pacing +
2 - way SMS & email
 Live agent based
predictive dialing
 Two way SMS &
email
 Multiple Desktop
Options
 Available Today
POM 3.0
Agent Based Predictive
Dialing + AN
Current Release

Proactive Outreach Manager Features and Benefits
Feature Benefit
Agent-based, Preview/Progressive/Predictive Provides highest outbound agent efficiency
Skills-based blending of inbound-outbound
Ensures 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 classification
Ensures 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
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
Avaya Aura® Orchestration Designer
applications
Simplifies creating and maintaining speech
apps
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
Application
Server
Email Server
Experience Portal
Proactive
Outreach Manager
Live Agent
(opt-out from outbound self-service)
Media
Processing
Platforms
Experience
Portal
Management
System
Orchestration
Designer
Email
Voice
Text
SMSC
PSTN
Call Center Elite or
Elite-Multichannel
or Avaya Aura
Contact Center
POM
.NET
API
POM
.NET
API
POM
.NET
API

POM 3.0.1 Summary
 POM 3.0.1 with CC-Elite Agents or AACC agents
 All-in-one solution for outreach provides multimedia 360 degree
customer interaction
 agents-based Preview, Progressive, Predictive
 agent-less (voice, email, SMS)
 Inbound/outbound blending
 Unified agent administration, unified desktop, unified reporting
 AAEP-resident solution with best-in-class software call
classification
 Common-Off-The-Shelf/Platform Vendor Independent
deployment model for AAEP and POM components
 Strong, Competitive Roadmap Ahead
POM 3.0.1

Avaya Professional Services
Custom Solutions for Proactive Contact
David Wang

Avaya Professional Services Custom Solutions
Provides an automated backup over the network to a remote server
through NSF mount or SSH connections, encrypted or non
encrypted. The backup process is totally un-attended and media-
less. The restore process is as simple as to push one button and the
solution will take care of the rest.
Advanced Network Backup Solution
Avaya is providing a framework that allows our customers to
improve their business continuity processes.
High Availability: List Sync and Configuration
Sync Advanced Network Backup Solution
Details >>>

HA-LS synchronizes contacted calling accounts on real time
basis between two peer PC systems. It enables a seamless
dialing platform shift instantly from one dialer to another in the
event the first dialer is out of service.
List Sync
Configuration Sync provides synchronizations between two
dialers on user-defined configuration files so that the remote
dialer is in ready condition any moment when the first dialer is out
of service.
Configuration Sync

This solution provides the quickest loading process for the infinite
job feature where the real time host data is loaded into the running
infinite jobs in less or equal to one minute. This is extremely useful
when customers want to contact their business leads in the soonest
time possible.
1 Minute Infinite Job Appending Interval
Call Suppression Manager provides the ability to suppress or un-suppress
calls from calling lists on designated account numbers or phone numbers on
real time basis. The suppression process can be interactive or batch mode.
It’s useful to provide customers an alternative to address the mismatch
situation between cell phone and physical address and Do Not Call etc.
Real Time Call Suppression

The real time called data feed delivers the delta of call transactional data (briefed
as tran.stat files) at a configured time interval (such as 2-5 minutes) to the public
directory for SFTP which can be exported to customer’s other databases for
monitoring and reporting purpose.
This solution can be further enhanced to push the called data to the host’s
database directly in real time.
Real Time Called Data Feed
Agent Blending by Choice offers unique flexibility to the Agent Blending feature to
enable supervisors to efficiently manage the blending scope and the time
window. The blending feature can be turned off or on at the granularity of each
domain group using interactive or programmable way.
Agent Blending by Choice

Addresses a challenge when PC is making outbound calls to cell phones based
off of area code and running into situations where a person's area code on their
cell phone isn't an accurate representation of what time zone they actually live in.
(i.e. Person moves from New York to California and keeps their cell phone
number). As a result, cell phone people are getting calls outside of regulated
hours.
This custom solution time zones each phone number based on zipcode
associated with it so the dialing activities are truly guarded within legal time of the
physical areas of the phones
Zipcode-Based Time Zoning

Multi-Tenancy is a great feature on PC5.1 and above. However, the baseline of it
only supports one global guard time definition for all tenants. Since different
tenants may desire distinctive guard time definitions, this solution will enable each
tenant to decide when it wants to stop dialing for each time zone. It provides great
flexibility to the tenants.
Distinctive Guard Time Definition per
Tenant (PC5.1 and above)
Simple Network Management Protocol (SNMP) is a widely used protocol
designed to facilitate the management of networked devices from a central
location. The SNMP solution on the dialer will provide the customers with detailed
traps or notifications to their enterprise monitoring infrastructure so the customers
know the failure at real time.
SNMP for Instant Notifications on
Proactive Contact and PG230 Conditions

Agent Blending provides great value to the customers to achieve the maximum
agent utilization by blending agents between inbound session and outbound
session calls. However this feature requires CTI integrations between the dialer
and particular PBX that the customers use.
This solution brings the agent blending feature to those customers who happen to
use Cisco’s UCCE in their environment . The Avaya APS is able to provide CTI
integrations to other vendor’s PBXs/IPACDs.
Agent Blending with Cisco UCCE

Agent Blending with Cisco UCCE

Packaged Applications for Proactive Outreach Manager
J.P. Stamati

Optimization
Overview of Avaya Professional Services offers
for Proactive Outreach Manager (POM)
Enablement Innovation
POM Deployment
• POM system deployment
• Outbound Campaign Development
• Syntelate and Aura Agent Desktop
design.
POM on-site Knowledge
Transfers
Experience Portal and
Orchestration Designer on-site
Knowledge Transfers
Advanced Software Applications
Proactive Notifications:
• Proactive Outreach for Payments
(POPS)
• Appointment Reminder
• Interactive Notification (multi-purpose)
• Survey
Custom Applications Development
Application Consulting
 Advanced Solution Assessment
Program (ASAP)
 Speech Applications Tuning
 Usability Testing
Advisory Services for
Customer Experience
 Strategic Consulting
 Advanced Solution Architecture

Proactive Notifications Applications
What:
 Pre-packaged multi-purposed applications that enables caller
interaction once a party has been reached via an outbound
engagement, offered along with Proactive Outreach Manager and
Experience Portal.
 Designed to help drive increased revenue, improve customer service
and simplify processes for both incoming and outgoing contacts.
Value to You:
 Enhances the callers experience while improving center efficiencies.
 Leverages your existing Avaya investment for increased ROI and new levels of
innovation.
 Closed loop customer experience enabling dynamic two-way interactions.
 Applicability to multiple proactive use cases across many industries.

Payments Application (POPS)
What is it?
 Pre-packaged, interactive Orchestration Designer application, offered
along with POM and Experience Portal, to proactively remind and
automate payments.
Why does it matter?
 Lower costs and improve collections efficiency.
 Allows to segment the collections strategy:
 Use Live Agents for mid-late stage and high balance accounts
 Automate low balance and early stages collections with Payments App
 Single outbound system for segmentation (POM) OR simply complement
Proactive Contact agent based.
How does it work?
 Uses SMS/email as a low cost channel to proactively remind your
customers.
 Use voice for:
Outbound: Reminder, Promise to Pay, Incentives, Automated Payment
Inbound: Automated Payment, Incentives
Transfer from Live Agent to automated payment, or transfer to Live Agent
Automate payment using web services to payment gateways
Segment your collections
strategy, use automation
and proactive reminders

Collections Use Case w/ Payments Application
Pre
delinquency
Early
Stage collections
Mid- Stage
30 days
Late stage
60days
Time
Predictive call Preview call
Due date
E Mail
Text
E Mail
Text
Voice
Live Agent
Email-SMS payment
reminders including
inbound 800 number
and/or web link
Click here
for audio demos
Inbound Call - automatic
payment App
Outbound Call -
automatic payment app
Outbound Call - payment
reminder only App

Appointment Reminder
Click here
for audio demo
Reduce appointment No shows

Other examples of Proactive Notifications
Insurance:
• On-boarding
• Claim-process
• Renewal reminder
Banking:
• Payment reminders
• Transaction
confirmations
• On-boarding
• Fraud alerts
Telecom:
• Switch to auto pay
• Minutes used
• Payment reminders
Retail:
• Order status
• Sale alerts
• Delivery notification
Government:
• Emergency
• Tax reminders
• Political campaign
Utilities:
• Truck-rolls
• Outage
• Crew callout
Health Care:
• Appt reminders
• Prescription renew
• Staff Scheduling
Airlines:
• Flight status update
• Travel alerts
More than notifications – an interactive closed loop experience

Survey Application
How does it Work?
 Orchestration Designer based (runs on Experience
Portal) and easily administered through a web interface,
with built in reporting.
 Multiple modes/integrations available:
– Inbound, post call survey: after live agent or end of
self service tree.
– Outbound (using PCS or POM): no live agent or after
live agent conversation.
– CTI integration with CC Elite, AACC and Interaction
Center.
 Three Questions types: Numeric Scale – 0 to 9, Yes/No,
Free Speech Recording.
What is It?
Multi-purposed application that allows to easily create
automated voice Surveys through a web interface.
Why does it Matter?
• Enables creation of surveys without expensive consultants.
• Customer feedback for resource evaluation without
resource initiation.
• Flexible user experience allows best practice survey’s to be
created in minutes, eliminating the need of code
development
Capture the voice of the customer
quickly and easily

Summary
 Recent Releases of Proactive Contact:
– PC 5.0
– PC 5.1
– PC 5.1.1
 Recent Releases of POM:
– POM 3.0
– POM 3.0.1
 Many packaged applications available for POM
 Many custom applications available for PC & POM from
 And …

The Avaya PDS User’s Group
Mission Statement:
To provide a vehicle for AVAYA predictive dialer
users to increase their knowledge on proper
operation, utilization, and maintenance of their
systems and other call center solutions in an
environment conducive to networking.
http://www.avayapdsusergroup.com/conferences/2014conference.shtml
The annual user conference is held in
September in Las Vegas, Nevada, USA
This year’s conference will be held from September 22nd – 24th
Attendance is MANDATORY ! 

Avaya outbound update 15th May 2014

Avaya outbound update 15th May 2014

Recomendados

Recomendados

Más contenido relacionado

Destacado

Destacado (17)

Último

Último (20)

Avaya outbound update 15th May 2014