This document provides an overview of Avaya's outbound solutions including Proactive Contact and Proactive Outreach Manager. It discusses the evolution of the outbound dialing market and Avaya's offerings. The document reviews new features in Proactive Contact 5.1 such as multi-tenancy and automated agent release. It also provides details on Proactive Outreach Manager 3.0, a complete outbound communication solution that can manage both automated notifications and predictive agent dialing campaigns across voice, email and SMS.

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Outbound Solutions from Avaya
What’s New?
Andee Castillo, Outbound Solutions Consultant

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Topics
Outbound Market Dynamics
Avaya’s Outbound Offers
Avaya Proactive Outreach Manager (POM)
What’s New In Proactive Contact 5.1
Q & A

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Avaya, Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
3
Market
Growth
Traditional
• Collections
Proactive Outreach
• Collections
• Telemarketing
• Customer Service
• Appointment
reminders
• Surveys
• Loyalty Calling
• Automated Agents
• SMS
• Email
Traditional +
• Collections
• Telemarketing
• Welcome Calls
• Winbacks
Mid-late 1980’s 1990’s 2000’s
Evolution of Outbound Dialling

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Today’s customers want to be served
in their channel of choice…
Source: Webtorials Editorial/Analyst Division
63%
15%
27% 27% 27%
9%
15%
8% 10% 9%
Voice
(agent)
Fax
Voice
(self)
Email Web SMS Chat Video
Social
Media
IM
Live Voice (agent based) interactions still dominate customer
preferences, but others channels are growing in popularity

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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 voice
notifications, with
opt-out
Proactive Contact
Stand 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
logic
Proactive
Outreach
Integrated
 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
Bundled
 Avaya’s Next
Generation Outbound
 Proactive Contact &
Experience Portal on
a common server
 Live agent & multi-
channel from a
single platform
 POM 2.5 (Automated
Notifications only)
released in 2012
 POM 3 (live agent)
Available today
Unified
Proactive Outreach
Manager (POM)

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You Asked, We Listened
Proactive Contact 5.0 Feature List Summary
Telephone
PG230 IP Card
Enhanced Cell Phone Detection*
Productivity
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
Extend Agent Joblist Functionality *
Automatic Recalls for Completed Jobs*
Automated Agent Monitoring Transition*
*Customer Requested Feature/Enhancement (GRIP)
Blend
Agent Blend Support for Avaya Aura®
Contact Center*
Simultaneous Agent and Call Blending
Administrative
Enhanced SNMP Support
Strengthened Password Support
Simultaneous Campaign Alert*
Enhanced Oracle Database Documentation
SMTP Support*
Logical Code Isolation
Upgrade Simplification
Miscellaneous Improvements (see detail)
Hardware and Software
Miscellaneous Improvements (see detail)

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Real Time Change Of Selection Records

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Real Time Change Of Selection Results

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Real Time Change Of Selection Sort

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Automatic Record Selection for Job Linking
 In this release of Proactive Contact, the users are provided with controls
that allow them to have the Record selections on Linked Jobs run
automatically right at the end of the current Job.

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Multi-Unit Selection for Unit Work List Jobs

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You Asked, We Listened
Proactive Contact 5.0 Feature List Summary
Telephone
PG230 IP Card
Enhanced Cell Phone Detection*
Productivity
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
Extend Agent Joblist Functionality *
Automatic Recalls for Completed Jobs*
Automated Agent Monitoring Transition*
*Customer Requested Feature/Enhancement (GRIP)
Blend
Agent Blend Support for Avaya Aura®
Contact Center*
Simultaneous Agent and Call Blending
Administrative
Enhanced SNMP Support
Strengthened Password Support
Simultaneous Campaign Alert*
Enhanced Oracle Database Documentation
SMTP Support*
Logical Code Isolation
Upgrade Simplification
Miscellaneous Improvements (see detail)
Hardware and Software
Miscellaneous Improvements (see detail)

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PC5 Internet Monitor
Summary Campaign and Agent Data via the Web
13
Job Status and Detail Views Agent Status and Detail Views

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You Asked, We Listened
Proactive Contact 5.1 Feature List Summary
Current Release
Multi-Tenancy*
10 Dialers per Pod*
Support Longer Calling List Names (GRIP1350)*
Automated Release Agent to Ready for Answer
Machines (GRIP 6004)*
Oracle 11g
Enhanced IQ Reporting Events
Out of Area Code Cell Phone Time Zone Handling*
Simplified Supervisor Install
*Customer Requested Feature/Enhancement (GRIP)

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Tenants

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Creating a tenant

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Automated Agent Release to Ready
 Avaya Proactive Contact connects all calls to a live
agent and the system continues to detect answering
machines. If the system detects an answering machine,
the administrator can configure the Avaya Proactive
Contact system to perform one of the following actions:
– End the call without playing a message and place the
agent in the ready mode.
– Play a message on the answering machine but also place
the agent in the ready mode.
– Leave the answering machine with an agent

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Proactive Outreach Manager
3.0

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Proactive Outreach Manager
What is it?
 A complete solution to create and manage all outbound
communications including agent-based predictive
dialing campaigns as well as agent-less voice,
email, and SMS notifications and interactive
services
Why does it matter?
 Enables organizations to proactively reach out to
customers with the right information at the right time
at the lowest possible costs, resulting in increased
customer satisfaction and loyalty, lower overall costs of
service and improved inbound call volume management
How does it work?
 Run with Avaya Aura Experience Portal and Avaya’s
assisted contact center solutions (CC-Elite)
 Unified agent administration, Inbound/Outbound
blending, Agent desktop APIs
 Provide personalized Voice, SMS, Email interactive
services paced automatically to inbound service levels
 Powerful strategy builder to escalate between agent-less
voice, e-mail 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
(only as needed from notification)
Voice
Text
E Mail
Live Agent
Predictive

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Outreach Flexibility Agent Efficiency Lower TCO
POM Design Objectives
• 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
• More live connects due to
superior call detection & dialing
algorithms
• Inbound/Outbound blending
• Common Agent APIs for desktop
• Agent scripting
• Single vendor solution
• Integrated with Avaya’s contact
center solutions & Avaya Aura
Experience Portal
• Lower cost per success – Sale,
Promise to Pay, Renewals, etc.

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“Your subscription is set to expire in 60 days!
To save time and 5%, renew on-line now at
www.renewnow.com”
“Thank you for your renewal! We appreciate
your business! Please visit www.company.com
“Your subscription is about to expire. We can
help you avoid all the hassle and renew now
over the phone, and save you 5%!”
“Your subscription is about to expire. We value
you as a customer and help you renew now and
save you 5%!”
Agent
Phone call
Automated
Email
Automated
Voice
Notification
SMS or
email
Design a multi-layered strategy that supports
you business model …

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…and let the system manage channel
escalations automatically
Live Voice Pass to Agent
Voicemail
Custom Voicemail message:
“Sorry we missed you. Your
delivery is planned for
tomorrow 11 AM!
Ring - No
Answer
Attempt additional try in 2
hours then move to text or
email
Busy Retry in 10 minutes
Customer
SIP
Proactive
Outreach
Live Agent
Voice
Text
E Mail

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POM 3.0 content highlights
 Agent-based dialing with Preview, Progressive and Predictive
Modes for CC-Elite
 Skills-based agent inbound and outbound blending
 Common POM Agent APIs for desktop
 2-way SMS and 2-way Email
 Automated skills-based pacing of agent-less multimedia
outbound for AACC in addition to CC-Elite (CC-Elite released
in POM 2.5)
 Campaign and Agent real-time and historical reporting
 Call Recording with Avaya WFO
 Extensive Web Services (e.g. post-processing of results from
job)

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Outbound Campaign Life-cycle
SIP
Proactive Outreach
Manager

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Home Page – Overall view of System

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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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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
POM
Blender
POM
Blender
Release agent to
Inbound Queue
Acquire more agents
for campaign
Real-time inputs from
Inbound/Outbound

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Real-time Monitor: Agent & Campaign Details

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POM - Reporting
Agent Activity Detail Report

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Proactive Outreach Manager Reports
 Campaign Detail
– Contains all contact attempts
history for a campaign
 Campaign Summary
– Summarized data showing
number of call/email/SMS
attempts made by campaigns
 Completion Code Summary
– Summarized data about various
completion codes and their
counts
 Completion Code Trends
– Hourly trends showing number of
contacts attempted with their
completion codes
 Nuisance Call Summary

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POM-Version 3.0: Agent Desktop & Agent
Scripting
 Agent Desktop
– All agent desktops working with POM shall utilize a common agent
desktop API created by 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
– 3rd party desktop acquired directly from partners (e.g. Amtelco or Callscripter)
– May or may not be Devconnect certified
– Custom desktop created by customer engaging internal or Avaya Professional
Services resources
 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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synTelate and Avaya Partnership. – 12 years
Avaya Proactive
Contact
Outbound /
Inbound / Blended
 Global OEM agreement
 Avaya material codes
 Support, PS and
Licencing through Avaya
 Global presence
 Large install based
Avaya Proactive
Outreach manager
POM 3.0
+ Avaya’s out of the box
desktop for POM 3.0
 API’s developed in
partnership with Inisoft

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Details Pages
External Data ( e.g. From a CRM)
SynTelate Script
SynTelate Desktop details…

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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 (cont.)

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Extensive Web Services for Rapid Integration
Reports
Customer Systems
Status
Contact
Selection
JDBC
Web
Services
Status
Updates
E Mail
Text
Voice
Customer
Data
Campaign
Proactive
Outreach
Manager
Administration

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Optimization
Overview of APS offers for POM 3.0
Enablement Innovation
POM Deployment
Agent-less
Agent-based (w/ SynTelate)
Combined (w/ SynTelate)
POM on-site Knowledge
Transfer
AAEP/AAOD on-site Knowledge
Transfer
Advanced Software Applications
Personalized applications:
• Interactive Notification (multi-purpose)
• Proactive Outreach for Payments
(POPS)
• Appointment Reminder
• 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

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Summary

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POM - Version 3.0 Summary
 Augment & Evolve
– Augment agent-based outbound with agent-less
– Evolve to a complete 360 degree interaction solution increasing
efficiency and effectiveness of outreach
 POM 3.0 with CC-Elite Agents
 Outbound Multimedia channels (Voice, SMS, eMail)
 Supports concurrent agent-based and agentless campaigns
 Custom or 3rd party agent desktop, Unified Agent Administration,
Agent Blending
 Graphical, 3rd party agent scripting tool
 AAEP-resident solution without specialized call-classification
dialer H/W
 COTS/PVI deployment model for AAEP and POM components
 Strong, Competitive Roadmap Ahead

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Investment Protection and Migration
 Proactive Contact 5.x or Later
– Customers with Upgrade Advantage are eligible for free
license migration to POM 3
 Proactive Contact 4.x or earlier with or without Upgrade
Advantage
– Must upgrade to PC 5.1 (software only) which then entitles
you to free license migration to POM 3

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Summary: We’ve got you covered
© 2010 Avaya Inc. All rights reserved.
41
World Class Implementation & Support:
AVAYA PSO & CUSTOMER SUPPORT
Business Partner Community:
AVAYA CERTIFIED PARTNERS & AVAYA CONNECT
High Production, Enterprise Dialing Solution:
PROACTIVE CONTACT
Multi-channel Inbound, Outbound & Blend:
P.O.M.





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Q&A
Thank You