Presentation Title Goes Here: Up to Two Lines

Report
The Power of Proactive Customer
Communications
Speaker Name Goes Here
Today’s Business Challenges
Organizations facing many challenges that must be addressed in order to
achieve business goals while providing optimal customer care
Top Concerns
 Improve customer satisfaction, retention, loyalty
 Reduce collections delinquencies and write-offs
 Achieve service level and sales revenue goals
 Deliver quality service and support with less
 Improve agent productivity
Limiting Factors
 Government regulations and cost of compliance
 Complex communications environments and systems integration
 Data security and customer privacy
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
2
Avaya Proactive Contact Outbound Solutions
Addressing your Needs
Enabling your business to reach more customers,
more often resulting in an impressive ROI
Benefits of Working with Avaya
 End-to-end provider of UC, Contact Center,
and Outbound solutions
 Consistently recognized as a global leader by
industry and technology experts
Benefits of Using Avaya Proactive Contact
 Improved agent productivity
 Reduced total cost of ownership
 Superior service availability
Avaya
Delivering Value

Improve customer
satisfaction and
retention

Improve contact
center
performance

Faster achievement
of business goals
 Superior ROI and faster payback
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
3
Outbound Communications Applications
Today’s Outbound Applications are Dynamic,
Proactive vs. Reactive, Multi-channel, and “Context” Aware
Collections
Customer
Retention
& Win back
Marketing and
Cross-selling
Fraud Detection
Surveys
‘Welcome’ calls
and Customer
Onboarding
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
4
Examples of Outbound Applications by Industry
Reach Customers with Information They Value, Improve Profitability and
Collections, and Improve Contact Center Productivity
Finance & Insurance
Claim Updates
Fraud alerts
Payment Reminders
Balance Update
Automated Renewals
Cross-sell/up-sell
Surveys
Utilities and Telecom
Field Service Appointment Reminders
Payment Reminders
Service Outage and Restoration Alerts
Emergency Staff Call-Outs
Account Status Updates
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Healthcare
Prescription Alert/Refills
Program Enrollment
Appointment Reminders
Payment Reminders
Out-Patient Updates
Pandemic Warnings
Staff Scheduling Alerts
Post service surveys
Consumer and Retail
Delivery & Back Orders
Travel Alerts
Collections and Billing Reminders
Subscription Renewals
Contract Renewals
Marketing and Post-Service Surveys
5
Improving Agent Productivity Key to Success
Despite Shifting Channel Preferences, Live Phone Interaction Still “King”
Improving Labor Utilization Critical for Business Success
At 65% of total, labor is the bulk of contact
center operating expense
Percent of Respondents
80%
2010
2012
Telecom
60%
40%
Computing
20%
$160B
Labor
0%
Facilities
Phone
(agent)
Fax
Phone
Email
Web
SMS
(self)
Source: Webtorials Editorial/Analyst Division
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Chat
Video
Social
Media
IM
Other
Source: Global Purdue Benchmarking Report for the
Telecommunications Industry
6
The Avaya Outbound Productivity “Formula”
The Productivity Formula = Efficiency x Effectiveness x Utilization
Efficiency = Connects Per Hour
Effectiveness = Right Party Contact Rate
 How is system
 How accurate and how
performing as measured
by Agent Idle Time?
fast is system's Call
Progress Analysis?
 How fast do agents
 How well are calls
complete connects as
measured by Talk Time
and Update Time?
 Together these three
times are used to derive
Connects Per Hour
targeted?
 Effectiveness is
Proactive Contact's
patented dialing
algorithms minimize agent
idle time
Utilization = Actual Agent Hours
ultimately measured by
Right Party Contact
Rate
Example
 How much is system
being used?
 Ultimately measured by
Actual Agent Hours
 System uptime is
critical
 Features like Job
Based on 8 years of
service records
Proactive Contact has
an average uptime of
over 99.9%
Linking keep agents
active in productive
campaigns
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
In testing performed by
an independent
laboratory – IQ Services
– Proactive Contact
accurately diagnosed
98.9% of total calls and
transferred 98% to an
agent in under 2
seconds
Connects Per Hour
Right Person Contact Rate
Actual Monthly Agent Hours
Monthly Right Person Contacts
Right Person Contact Delta
Other Dialer
30
30%
10,000
90,000
PC
31
32%
10,100
~100,000
~10,000
Proactive Contact Drives ~10K more Right Party
Contacts Per Month
7
Introducing Avaya Proactive Contact
 Avaya’s industry leading outbound
platform for management of phone
campaigns and communications
 Key Benefits
– Maximize your agent productivity
– Improve campaign effectiveness
– Accelerate achievement of goals
– Realize a superior ROI
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
8
Avaya’s Outbound Solutions Portfolio
• Avaya’s market leading
dedicated outbound dialer
• #1 in U.S., EMEA
•15th generation platform
• Industry leading voice
detection, predictive dialing,
system uptime
• Deploy standalone or
integrated with call center
•Multiple agent blending
options
Proactive
Contact
Stand Alone
• Integration of Proactive
Contact & Avaya Voice
Portal (Dialer & IVR)
• Provides both live agent &
outbound self service
• Both are Best in Class
platforms, #1 in market
• Dialer places call, passes
live connect to Voice Portal
Proactive
Outreach
Integrated
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
• Avaya’s next generation
outbound platform
• Runs on Voice Portal or
Aura® Experience Portal
servers
• Current release 2.0
available today supports
automated outbound
phone, email, SMS
• Future release support for
agent based campaigns
Proactive
Outreach
Manager
Unified
9
Aura® Contact Center Suite Integration
 Best in industry outbound
solution integrated with;
– Communication Manager
– Contact Center
– Call Center Elite
– Voice Portal and
Experience Portal
– Contact Center
Control Manager
– Avaya IQ reporting
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
End to End Services
Performance Management
Reporting
Analytics
WFO
Agent Environment
Assisted Experience Management
Voice
IVR
Video
Web
SM
S
M
MS
SMS
MMS
XML
Chat
Automated
Experience
Management
Email
Chat
Web
Email
Avaya Agile Communication Environment (ACE)
10
Proactive Contact Advantages
Call Detection Accuracy:
Enhanced Call Progress Analysis delivers the highest percentage of productive live
contacts to agents - 98.9% call detection accuracy (white-paper available)
Predictive Dialing:
Multiple Expert Calling Algorithms – minimizes the time agents spend between each
productive contact thereby maximizing their overall productivity
Blending:
Outbound and Inbound Blending – three unique options allow customers to match
their business objectives with a blending option. Captures non-productive Agent
Ready Time and uses it for productive outbound campaigns
Platform Reliability:
Redhat Linux OS running on server-class systems. Server includes dual power
supply and RAID1 (RAID5 is available as an option). Power supplies and harddrives are hot-swappable
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
11
11
Avaya Call Detection: How Small Differences in Voice
Detention Accuracy Impact Results
Contact Center
50
agents
+1% voice
detection
accuracy
+5% voice
detection
accuracy
+$228,000
annually
+$1.1million
annually
Averaging 4 minute
calls they can
complete 2,500 daily
connects. Each sale
generates $250 in
revenue, and there is a
10% conversion rate.
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Increasing voice detection
accuracy drives impressive
revenue!
12
Superior Call Detection Accuracy AND Fast Transfers
BOTH needed to Optimize Productivity
In an independent laboratory test by IQ Services,
Proactive Contact accurately diagnosed 98.9% of total calls,
and transferred 98% to an agent in under 2 seconds.
The average transfer time was less than 1 second
ACCURACY
Activity
Total
Calls
Total Calls
1178
% of
Total
Calls
Number
Analyzed
Correctly
100%
1165
Correct
Categorization
CRITICAL 2.0 SECOND LINE
685
58%
684
99.9%
AMS &
Voicemail
350
30%
330
94.30%
35
3%
35
100.00%
108
9%
108
100.00%
Busy
Average Transfer Time: 0.77 Seconds
98.9%
Answered
Calls
Ring No
Answer
SPEED
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
13
Quality of Connect to Agent
Superior Predictive Dialing Results in Higher
Productivity and Lower Costs
Dialing
biased to
agent
productivity
Proactive
Contact
Expert
Calling
Power
dialing with
poor
accuracy
Dialing
biased to
customer
service
Poor
detection
Over-dialing
Under-dialing,
Proactive
is
causes
falseContact's
easy
sometimes
but itExpert
puts
positives
to
be
Calling
referred
too predictive
many
to as
passed
to the
customers
dialing
"progressive
strikes
in
agents…they
dialing",
wait
the optimal
queue.
is easy
wait.
Overbalance
too.
Many
But
of
between
agents
them
dialing
puts
too
hang-up
wait
customer
and leading
overall
and
many
customers
to
agent
productivity
"dead-air"
wait time
for
in takes
theagents
wait
queue
a huge
drop
Improved Customer Service Level
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
14
Multiple Inbound/Outbound Blending Options
Optimize Productivity and Customer Service
Intelligent Call Blending
• Blended outbound agents take inbound calls when inbound volumes
exceed pre-set thresholds
• Best used when outbound agents occasionally needed to assist
during peak inbound calling periods
Agent Blend
• Idle inbound agents take outbound jobs when inbound traffic is low
• Proactive Contact "captures" excess Ready Time and uses it for
productive outbound campaigns
• Predictive Mode – based on Service Level or Average Speed to
Answer. Ideal when inbound volume ebbs and flows consistently
• Proactive Mode – blending based on Queue Level. Ideal when
occasional and/or volatile spikes in inbound traffic anticipated
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
15
15
Example How Agent Outbound Blending Works
Inbound Traffic
Captured Ready Time
Potential Outbound
Inbound Schedule
WFM Schedule
Staffing Level
Dedicated Agent Blend Outbound – Unless unexpected inbound
traffic occurs some agents are "dedicated" to outbound work
Agent Ready Time
Agent
Blend
Outbound
Blend Schedule
Agent Ready Time
Agent Blend
Outbound
Blended
scheduling
Pure
allows
the
WFM
inbound
total
staffing
scheduling
scheduling
to exceed
ishelps
oftenbut
too
even react
the
cannot
high or low.
mostto
drastic
This leads
inbound
unexpected
to high
spikes.
rises
in
Labor Costs
When
inbound
or poor
spikes
trafficdo
Service
occur Blend
Levels
Agents are
moved to
inbound
Time of Day
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
16
16
Proactive Contact Reliability Study
Based on Avaya's Customer Support database
Sample period: 8 years
Size: 525 Installations under 8 x 5 support contracts
Work hours per year: 2,080 (40 hours work week x 52 weeks)
Total hours per year: 1,092,000 (525 systems x 2,080 hours)
Down systems frequency: Average = 1 per day
Mean resolution time for down system: Average = 2 hours
Total down system time: 730 hours (365 days x 2 hours)
Critical failures (major HW replacement): Average 2 per year
Critical failure resolution time: 48 hours
Total failure time: 96 hours (2 systems x 48 hours)
Total downtime + failures: 826 hours (730 + 96)
Total system downtime percentage: .0007564 (826 hours / 1,092,000 hours)
Average uptime: 99.9+%
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
17
17
Superior System Uptime Improves Campaign
Effectiveness and Operations Productivity
What is the Productivity Loss of Less Than 99.9% Uptime?
20 agents
become…
Other
Vendor:
90%
Average
Uptime
…as effective as 18!
XX
If yearly burdened labor rate for an agent is $40K, annual savings is $80K with
Proactive Contact which has an average uptime of 99.9%
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
18
Improving Your Organization’s Effectiveness
Example Proactive Contact Business Case
Voice Detection
Accuracy
Predictive
Dialing
System
Uptime
1 Second
Wait Time
decrease =
$360,577
1% right
party call
rate increase
= $750,000
1% uptime
increase =
$321,429
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
These incremental
improvements
total over
$1.4 million
in increased sales
What could
we do for
your
business?
Excludes additional positive impact
to service and business
performance with blending!
19
Delivering Superior Solution ROI and Payback
Example Proactive Contact Business Case
Dialer 11
Dialer
Proactive
Proactive
Contact
Contact
Difference
Difference
$200,000
$200,000
$300,000
$300,000
$100,000
$100,000
15
15
15.15
16.5
0.15
1.5
120
120
121.2
132
1.2
12
20
20
20
20
2,400
2,400
2,640
2,424
Average Value of a Connect
$25
$25
$25
$25
Value Delivered Per Day
$60,000
$60,000
$66,000
$60,600
Dialer Cost
Live connects per hour
Live connects per day ( 8 hour day)
Number of Agents
Total Connects Per Day
240
24
$6,000
$600
Operation
Operation
Day
Day
Dialer 1
Proactive
Proactive
Contact
Contact
Accumulated
Accumulated
Savings
Savings
Running
Total
Ahead or
Behind
11
$60,000
$66,000
$60,600
$6,000
$600
$94,000
$99,400
Behind
2
33
$120,000
$1,980,000
$132,000
$1,999,800
$12,000
$19,800
$88,000
$80,200
Behind
8
65
$480,000
$3,900,000
$528,000
$3,939,000
$48,000
$39,000
$52,000
$61,000
Behind
9
95
$540,000
$5,700,000
$594,000
$5,757,000
$54,000
$57,000
$46,000
$43,000
Behind
15
126
$900,000
$7,560,000
$990,000
$7,635,600
$90,000
$75,600
$10,000
$24,400
Behind
16
157
$960,000
$9,420,000
$1,056,000
$9,514,200
$96,000
$94,200
$4,000
$5,800
Behind
17
167
$1,020,000
$10,020,000
$1,122,000
$10,120,200
$102,000
$100,200
($2,000)
($200)
18
168
$1,080,000
$10,080,000
$1,188,000
$10,180,800
$108,000
$100,800
($8,000)
($800)
24
200
$1,440,000
$12,000,000
$1,584,000
$12,120,000
$144,000
$120,000
($44,000)
($20,000)
30
365
$1,800,000
$21,900,000
$1,980,000
$22,119,000
$180,000
$219,000
($80,000)
($119,000)
Ahead
Ahead
Ahead
Ahead
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
With a 10% increase in
connects Proactive
Contact delivers
positive cash flow after
only 16 days!
Even if connects only
increase 1% positive
cash flow starts in
167 days!
20
Case Study: Wescom Credit Union
 Challenges and Needs
– Increasing delinquencies in $4 billion loan portfolio
– Improve predicative dialing capabilities
– Deliver more robust campaigns
– Improve customer satisfaction
 Solution
– Avaya Proactive Contact with Avaya Voice Portal
 Results
– $35.5M reduction of delinquencies in 8 months
– Reduction of 1-60 day delinquencies outstanding by 19%
– Net gain of $2.4M in first 8 months
– $5M Return on Investment over 3 years
– Solution upgrade paid for itself in 3 months
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
21
“We looked at pricing and capabilities,
considered all the pros and cons…
…Ultimately we determined that Avaya would
give us the greatest accuracy, the highest
capacity, and the smoothest interface with our
main telecommunication systems.”
— Rob Guilford, Executive Vice President
Finance & Technology
Wescom
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
22
Management Tools
Powerful set of applications for campaign and systems management
 Proactive Contact Supervisor Suite includes:
– Editor: Campaign management
– Monitor: Real-time reporting on systems, jobs, agents
– Analyst: Historical reporting
– Health Manager: System management
– Role Editor: Roles based access
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
23
Systems and Data Security
Gain the piece of mind that your customer information is safe
 Continuously monitors for any undesirable activities
– All data transmissions including user name and
password are encrypted; all passwords are aged
– Telnet sessions and ftp sessions are secured
– All communications between agent desktop and
dialer are encrypted and use SSL
– Database connection and data transfer also secured
over SSL using Oracle Wallets
– Supervisor Auditor Role helps monitor log-in
behaviors and unauthorized attempts to gain access
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
24
Stay Fully Compliant while Optimizing Service
Patented call detection and Cruise Control ensure compliance
Avaya Cruise Control
Actual Service Level
100%
99%
98%
97%
96%
95%
94%
8AM 8:15 8:30 8:45 9:00 9:15 9:30 9:45 10:0010:1510:3010:4511AM
Campaign Time
Desired Service Level
Manual Adjustements
Avaya Cruise Control
 Industry leading call detection ensures compliance to Nuisance Calling abandon
rates and connect time requirements
 Cruise Control provides system controlled compliance with regulations from
agencies such as the FTC or Ofcom while optimizing service level attainment
 Cruise Control designed to adjust pacing to Desired Service Level without ever
going under user-defined Service Level setting
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
25
Application Interface Support
Agent
• Agent API for
custom
desktop
development
or integration
with existing
desktop
applications,
e.g., synTelate
System
• Event Service
API for
integrations
with 3rd party
applications,
e.g., Call
Recording,
Wall-Boards,
etc.
Reporting
• PC Analysis for
extraction of
raw historical
agent, job, list
and statistical
data. ODBC
access to the
Oracle
database
Telephony
• SNMP alarm
support for
agent events
and PG230
switch
alarming for
system, card
and port
status
Proactive Contact Interfaces
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
26
Deployment Options
 Proactive Contact Bundle
– Rack mountable PG230 switch based system includes all
hardware
 Proactive Contact w/PG230
– Identical to Bundle but customers can purchase all nonPG230RM hardware
 Proactive Contact with CTI
– “Soft-dialer" using same robust dialing software but uses
Aura® Communication Manager for dialing and call
classification
27
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
27
Typical “Standalone” PG230 Deployment
PSTN
(outbound)
Proactive Contact
PSTN (inbound)
Any Switch*
PG230
Agents, Transfers, Inbound
T1, E1, h.323
LAN/WAN
Customer Data
Repository
Agent Pool
Data
*Some exceptions
with Agent Blend
Voice
Supervisor Workstations
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
28
28
Agent Blending with Aura® Contact Center
PSTN
PSTN
Proactive Contact
CS1000 or MBT
Outbound Lines
T1, E1, h.323
Agents, Transfers, Inbound
T1, E1, h.323
LAN/WAN
Customer Data
Repository
Agent Pool
Data
Voice
Proactive Contact 5 or
later required
AACC 6.0 SP3 or AACC 6.1
Contact Management Framework
CTI
Supervisor Workstations
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
29
29
What’s New in Proactive Contact 5 - Highlights
Improving Campaign Effectiveness and Agent Productivity
Feature
Description
Benefit
Enhanced Cell Phone
Detection
Fine tunes control of Enhanced Call
Progress Algorithm when campaigns
focus on mobile phone users
Enhance campaign effectiveness and agent
productivity
Multi-Unit Select for
Unit Work List Jobs
Enables agents to log into one, many or
all Unit IDs within a single job
Enhance customer service and agent
productivity by improving skills matching
Enables customer to speak to a live agent
during a Virtual messaging job
Improves customer satisfaction and
retention
Provides predictive and proactive Agent
Blend support for CS1000 and MediumSize Business Template CM systems
Improve customer service response, contact
center performance and agent productivity.
Full support for h.323 trunks. Enables
connectivity of outbound trunks directly
from carriers along with inbound, transfer
and agent trunks between Proactive
Contact PG230 and customer's ACD/PBX
Lower total cost of ownership
Virtual Job “Opt-Out”
Agent Blend Support
for Avaya Aura®
Contact Center
PG230 IP Card
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
30
What’s New in Proactive Contact 5 - Details
Customer Driven Enhancements
Telephony
Blend
 PG230 IP Card
 Agent Blend Support for AACC
 Enhanced Cell Phone Detection
 Simultaneous Agent and Call Blending
Productivity
Administrative
 Automatic Record Selection for Job Linking
 Enhanced SNMP Support
 Real-Time Record Selection Support
 Strengthened Password Support
 Unit Work List Compatibility with Infinite Lists
 Simultaneous Campaign Alert
 Multi-Unit Select for Unit Work List Jobs
 Enhanced Oracle Database Documentation
 Virtual Job “Opt-Out”
 SMTP Support
 Internet Monitor Enhancements
 Real-time Scheduling Execution
 Extend Agent Joblist Functionality
 Automatic Recalls for Completed Jobs
 Automated Agent Monitoring Transition
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
 Logical Code Isolation
 Upgrade Simplification
 Plus other Miscellaneous Improvements
Hardware and Software
 Miscellaneous Improvements
31
Software and Hardware Support
Software
• Software Support Only
• Software Support Plus Upgrades
• 24x7 Support Model
Hardware
• 24x7 Remote Support
• 24x7 Remote Support w/next-day parts
shipping
• 24x7 Onsite Support
• 8x5 Onsite Support
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
32
32
Proactive Contact Summary
Call
Progress
98.9%
Accurate
Predictive
Dialing
Blending
System
Admin
Lowest Agent
Wait Time with
Lowest
Abandon Rate
Intelligent Call
Blending
Unified
Administration
and
Configuration
Manual
Control with
Expert Calling
Enhanced cell
Phone
Detection
Automation
with Cruise
Control
Agent Blend –
Predictive
Agent Blend –
Proactive
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
System
Health
Scalability
Security
Virtual Dialer
99.9% Uptime
432 Agents on
a Single
System
Linux Server
with RAID5
1728 Agents in
a "pod"
Health
Manager
Up to 345,000
Busy Calls per
Hour
Multiple-dialer
Real-Time and
Historical
Reporting
Multi-dialer
Administration
33
Why Avaya? Why Avaya Proactive Contact?
“Best in class” solutions that enable you to
deliver a superior customer experience at the lowest cost
Service and
Support
Proven reliability and
award winning service
Best in Class
Platform
A solution that
addresses your needs
 99.9+% documented
 15th generation solution
uptime over 8+ years
driven by our customers
 Multiple year J.D.
Powers and Associates
Award winner
 Global presence in over
90 countries
 Industry leading call
detection and predictive
dialing
 Relentless focus on
agent productivity
Market
Leadership
#1 in contact centers
and outbound
 Recognized global
leader by industry &
technology experts
 #1 in outbound systems
in N. America, EMEA
 Over 2,000 systems
installed worldwide
 Fully integrated solution
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
34
Example How it Works
2a. Proactive Contact
turns subset of customer
records into calling lists
1. Customer selects
a subset of their
CDR and downloads
it to Proactive
Contact
Customer Data
Repository (CDR)
2b. Management creates
targeted campaigns
Desired Customer
Contact List
Proactive Contact
4. Results such as
Sale, Promise to Pay
or Survey Complete
are updated by agents
back to CDR in realtime
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
3a. Proactive Contact
places calls, non-live
connects screened out, and
records are marked for host
updates or later recalls
3b. Proactive Contact only
passes live connects to
agents
Proactive Contact
Agents
36
Investment Protection and Futures
 Proactive Contact 4.X and earlier customers
– Customers can get a free POM 2.0 media port license for every
10 new agent or agent upgrade licenses
– Customers with SSU contracts eligible for free license migration
to POM 3.0 or later
– Customers without SSU contracts eligible for upgrade licenses to
POM 3.0 or later
 NES SER dialer customers
– Customer’s eligible for upgrade licenses to Proactive Contact or
POM 3.0 or later and a free POM media port license for every 10
upgraded agents
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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Intelligent Call Blending
1. Customers
place incoming
calls
Agents
2. If overflow thresholds NOT
exceeded all calls go to
inbound agents
Any Switch
Note: With Intelligent Call
Blending incoming calls
can be routed directly from
PSTN to Proactive
Contact's PG230 switch
T1, E1, h.323
PSTN
Proactive
Contact
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
3. If overflow thresholds
exceeded some calls routed
to Proactive Contact where
they are "blended" to PC
Agents
PC Blend or
Inbound
Agents
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Agent Blending
1. Customers place
incoming calls which
are routed to the
Inbound Agent Pool
2. Proactive Contact
monitors inbound
VDNs via AES
3. As inbound traffic
allows, Proactive
Contact places
"Acquire" calls to the
Acquire VDN via the
headset Connections
PSTN
Proactive
Contact
Communication
Manager
Agent Headset Connections
T1, E1, h.323
Inbound Agent
Pool
Inbound
VDN(s)
Acquire/
Outbound
VDN
Agent Skills
4. Agents with an
"Outbound" skill are
eligible to take the
Acquire call and are
"nailed-up" for
outbound once they
are acquired
Outbound Agent(s)
5. As inbound volume
increases (relative to
Agent Blend threshold
settings) Proactive
Contact releases one or
more agents back to
inbound by simply
dropping the Acquire
call
LAN/WAN
Application
Enablement
Services (AES)
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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Avaya Blending with Avaya Aura®
Communication Manager
PSTN
(outbound)
PSTN (inbound)
Proactive Contact
Outbound Lines
T1, E1, h.323
Communication
Manager
Agents, Transfers, Inbound
T1, E1, h.323
LAN/WAN
Customer Data
Repository
Agent Pool
Data
Voice
AES Server
CTI
Supervisor Workstations
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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Distributed Proactive Contact with Podding
Location 2 -- Secondary
Location 1 -- Primary
Proactive Contact
PSTN
(inbound)
Communication
Manager
Primary Proactive
Contact
PSTN
(outbound)
Communication
Manager
PSTN
(inbound)
Location 3 -- Secondary
PSTN
(outbound)
PSTN
(outbound)
Proactive Contact
Agent Pool
Agent Pool
Communication
Manager
PSTN
(inbound)
LAN/WAN
Agent Pool
•Up to four dialers in a Pod
•Centralized Administration
via Proactive Contact
Supervisor
Customer Data
Repository
Centralized Administration
•Calling List data can reside
on one or more dialers
Data
Voice
Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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