4. Interaction Dialer is used to… Increase revenue Decreaselabor costs Increase customer service capabilities Increase contactcoverage Optimize calling order Record results consistently Manage callbacks effectively Manage inbound and outbound traffic at the same time Why is an automated dialer used?
6. Without Dialer: Manual Dialing Dial & Listen Agent with Contact List AnsweringMachine40% - 40 sec. No Answer25% - 25 sec. SIT 10% - 20 sec. Busy5% - 5 sec. Live Person20% Wrong Person60% - 60 sec. Update Record Right Person 40% - 120 sec.
7. Agent Productivity: Manual Dialing 15-20 min 40-45 minutes >>> Agent spends majority of time on non-productive tasks
8. Call List Interaction Dialer Dial & Analyze No Answer, SIT, Busy, Machine80% Connection 20% Update Record Wrong Person60% - 60 sec. Live Person 90% Agent with Contact Script Update Record AnsweringMachine10% - 10 sec. Right Person 40% - 120 sec. With Dialer: Automated Dialing X Agent with Contact List Dial & Listen AnsweringMachine40% - 40 sec. No Answer25% - 25 sec. SIT 10% - 20 sec. Busy5% - 5 sec. Live Person20% Wrong Person60% - 60 sec. Update Record Right Person 40% - 120 sec.
9. Agent Productivity: Automated Dialing 5-10 min 50-55 minutes >>> Agent spends majority of time talking with customers
11. What is Interaction Dialer™ Outbound Campaign Management built on an all-in-one, multi-channel communications software solution
12. Fax WFM Recorder Dialer VM PBX IVR ACD Single Vendor No Integration Issues and Costs Single Point of Administration Faster Deployment Add Functionality as Needed Less complexity Lower costs Innovative Single Platform Proprietary vendors $ PBX ACD IVR VM Dialer Recorder WFM FAX
13. A module built as part of a unified communications software suite (ICP) – recording, inbound ACD, WFM, etc. Fully TDM, fully SIP, or hybrid but with seamless migration path and investment protection Single source of administration and support Comparatively, provides a lower total cost of ownership than other dialer solutions Aspect (Davox, Melita), Avaya, SER Multi-box, multi-vendor approach sold as part of a product portfolio Multiple points of admin Multiple OS Multiple Technologies Point solutions with integration costs to third-party products Interaction Dialer: Differentiators Competitors Interaction Dialer
15. Multiple Dialing Modes Preview, Power, Predictive, Precise, Agentless Scripting options From simple forms to WYSIWYG editing to COM API integration Powerful ACD Inherent blending Skills-based Dialing Regulation Adherence Telemarketing sales rules – abandons Safe harbor call logging Support of caller ID List Management Import Wizard Sorting, filtering DNC Scrubbing – before and in real-time Time Zone Mapping Exclusion Wizard Campaign Management Contact Policies Rules Staging Alerts Real-time Supervisory Monitoring Interaction Dialer: Main Features
18. Powerful ACD: Blending ACD Universal ACD for all media handling Inbound Outbound Inherently blends as needed Watches inbound traffic Ramps up outbound when inbound activity drops
19. Powerful ACD: Skills-based Dialing General Concept: Identify available agents and their skills Identify matching contacts from contact list with skills of available agents before dialing Uses Combining campaigns State-based licensing Language requirements Selling/collections specialties Contact optimization Agent Pool Contact List
20. Interaction Dialer: Regulatory Compliance FTC Telemarketing Sales Rule (TSR) Abandoned Call Safe Harbor 3% or fewer of calls abandoned Allow phone to ring 15 seconds / 4 rings Play recorded message if no agent available Maintain records documenting adherence Do-Not-Call (DNC) National/State DNC – Best practice: 3rd party DNC, EBR services Site/vendor-specific – Manage on-the-fly Caller ID – per campaign or per call Phone Number and Name Options designed to work w/ other regulatory needs (e.g. collections) and other countries’ regulations Interaction Recorder™ integrates tightly into CIC and Dialer
21. Contact Import Wizard Create new call lists Import contacts into existing call lists Import schedule calls to contacts Be launched stand-alone or from Interaction Administrator Contact list creation and contact import from popular data sources Microsoft SQL Server Oracle Microsoft Access Microsoft Excel CSV text files Contact Import
22. Web service-based integration to DNC.comfor just-in-time scrubbing(bulk of #s removed pre-load scrub) DNC.com provides free setup andconsultation for ININ customers Option to integrate with customer-managed DNC lists Just-in-time DNC Scrubbing Pre-loadScrub Load Listinto Dialer Just-in-timeScrub Dial PhoneNumber 3rd-party DNC (DNC.com) or internal DNC lists
23. Map phone number to appropriate time zone automatically 7 data sets/vendors + generic ININ open format supported Telcordia Maponics Quentin Sager area-codes.com others Mapping occursautomatically in real-time per configuration Built-in Time Zone Mapping
24. Contact Exclusion Wizard can… Exclude 1 or many contacts Look across multiple active/inactive campaign call lists Update call list and Dialer’s next-to-be-dialed cache Be launched stand-alone or from Interaction Administrator Excluded contacts are marked with aStatus = “E” in call list Call List Management API used by both Wizards can be used to programmatically do some/all of what Wizards do Contact Exclusion
30. 1U Appliance – approx 16” deep – can be rack mounted Headless – no mouse, monitor, keyboard required, thoughUSB ports available SIP Coder Support – voice coding/compression G.711 – better quality, more bandwidth consumption G.729ab – low-bit rate coder, less bandwidth consumption Interaction Gateway 2 models: 4 or 8 spans(E1 /T1) Custom chassis, 360 degree color (ININ Gold) LCD panel w/buttons for status/settings LAN/WAN connection – redundant gigabit NICs
31. Web-based administration (HTTP) FTP used to retrieve log files or apply patches Patches can also be applied using special USB key Gateway Management
32. Interaction Gateway Architecture PSTN PSTN TDM-basedDialer Server SIP-basedDialer Server SIP Interaction Gateway T1 /E1/ ISDN trunks T1 / E1/ISDN trunks Quad Span T1 Card Without Gateway / boards With Gateway / SIP
33. N x M Architecture PSTN SIP-basedDialer Server SIP Interaction Gateway LAN/WAN - SIP T1 /E1/ ISDN trunks One Interaction Gateway can be utilized by one or more Dialer servers …or multiple Gateways can be utilized by one or more Dialer servers
34. Central Campaign Server BadCall Call History Call Lists Scheduled Calls Agent Stats Interaction Gateway™ (NxM) PSTN T1, E1, or ISDN trunks Agent Workstation LAN/WAN (SIP) Interaction Dialer®Outbound Dialing Server(on Customer Interaction Center®) Interaction Dialer®Central Campaign Server (on SQL or Oracle server) Interaction Dialer: Architecture
Interaction DialerTelemarketing – market/sell products and servicesCollections – call debtors who owe moneyTeleservice – do telemarketing, fund raising, etc for 3rd partiesFund Raising – call past & potential donors for new donationsRelationship Management – on a regular basis, contact consumers/businesses to maintain a relationshipCustomer Service – follow-up with customersOutbound Messaging – notify re: disasters, voting, etcOutbound IVR – give a message plus options (e.g. talk to rep)Etc…there are many more uses of Interaction Dialer
Interaction Dialer is used to…Increase revenue – often 2x / 3x compared to manual dialingDecreaselabor costs – flip side of the revenue coinIncrease customer service capabilitiesIncrease contactcoverage – are we calling everyone?Optimize calling order – call the most appropriate firstRecord results consistently – all calls dispositionedManage callbacks effectively – busy, agent callbacksManageinbound and outbound traffic at the same time
Regulation Adherence - Considered: FDCPA, FTC TSR, UK OfCom Telecom Regs, …Interaction Dialer provides options per campaign to allow organizations to stay in compliance with federal/state rulesDNC, abandon rate, caller name/ID, etc.Time zones – use standard zones and/or special zones (e.g. state-specific) – associate zone per contact or phone numberMaintain records to demonstrate complianceContact Policy – conditions/behaviors that happen per callPre-Call: before call is placed (ex: turn on answering machine detection for home numbers and off for work numbers)After Call Analysis (ex: pick specific message to play to machine based on info in call list)After Call Disposition (ex: send email to supervisors when significant sale / promise to pay recorded)Rules – conditions/behaviors that happen at the campaign or workflow levelEx: set calling mode to predictive when active agents > 8 and to power when active agents < 8Ex: transition to next campaign when goal reachedSupervisor Console7 Dialer viewsPick stats, layoutDefine alerts: visual, audible, email, etcCanned/Ad-Hoc Reports12 reportsCan add own reports
Each campaign can have own DNC configConfigure DNC scrubbing detailsPre-scrub numbers before or after loadingScrubbed numbers marked in contact list, not deletedReplaces BadCall table – existing entries migrated to filter
Primarily targeted at North America, but usable elsewhereFuture update: option to use of zip/post codes for mapping