Interaction Dialer has always been a powerful dialing platform, but version 4.0 takes it to another level. With multi-campaign dialing, intuitive management tools, enhanced reporting, and call throughput that’s second to none, Interaction Dialer 4.0 has raised the bar again.

1. Welcome to Websday
Weekly Webinar Series on Wednesdays by Avtex
Interaction Dialer overview -
Outbound dialing made even
more powerful
Date/Time: 09.26.2012 10:00 AM CDT
Presenter: Owen B. Robinson, VP of
Contact Center, Avtex Owen B. Robinson
VP of Contact Center Solutions, Avtex
Interaction Dialer has always been a powerful
dialing platform, but version 4.0 takes it to
another level. With multi-campaign dialing,
intuitive management tools, enhanced reporting,
and call throughput that’s second to none,
Websdays: Weekly Webinar Series on
Interaction Dialer 4.0 has raised the bar again. Wednesdays by Avtex
www.avtex.com/websday

2. Websday Schedule
Upcoming Schedule of Websday Topics
Date / Time Topic
Top 10 Reasons to Upgrade CRM Dynamics to CRM
10.03.2012 10:00 AM CDT
Dynamics 2011
10.10.2012 10:00 AM CDT SharePoint and Nintex: Better Together
10.17.2012 10:00 AM CDT Managing Quality Assurance in your contact center
with Interaction Recorder and Interaction Analyzer
10.31.2012 10:00 AM CDT Customer Interaction Center 4.0 - What’s there now
and what’s coming soon
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Register Today Wednesdays by Avtex
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3. Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Keynote Speaker
Harley Manning
10.25.2012 Vice President
Customer Experience
Register Today
Minneapolis, MN Forrester www.avtex.com/conference2012
Websdays: Weekly Webinar Series on Wednesdays by Avtex
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4. About Avtex
Committed to Interaction Optimization
Company Founded: 1972 Bloomington, MN (HQ)
Milwaukee, WI
Employees: 200
Revenue: ~$50M
Pohlad Family Owned
Microsoft Gold Partner
Interactive Intelligence Partner
Atlanta, GA
Websdays: Weekly Webinar Series on Wednesdays by Avtex
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5. Our Mission
Our mission is to use our technology know-how
to enable our clients to deliver an exceptional
experience to their customers
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6. Avtex 360° Technology Enabled Customer Experience
Solutions for every Point of Interaction
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7. Interaction Dialer 4.0®
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8. Agenda
• Interaction Dialer 4.0® Key Themes
• Interaction Dialer 4.0® Features
• Interaction Dialer 4.0® Road Map and soon to
be released capabilities
Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday

9. Interaction Dialer 4.0® Key Themes
Multiple Active Campaigns per Agent
Easier Management
Blended Call Disposition
Consolidated History Data
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10. Multiple Active Campaigns per Agent
Campaign
Agent Campaign States:
• ON
Campaign 1 (active) • OFF
Agent 1 • Scheduled Calls Only
Campaign 2 (active)
Campaign 3 (active)
Agent 2
Campaign 4 (active)
Calls Agent Login List Calls Scheduled Calls
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11. Easier Management
Interaction Filters Query by Example (like MS Access)
Center Multiple filters per campaign
Business
Manager Policy Sets Multiple Policy sets per campaign
Call List Import and Export tool with Mapping and
Dialer Management Console Import/Export Filtering Capabilities
• Dialer Administration (SU1)
• Real-time Stats/Monitoring Query and Update Query-By-Example, then View Results, then
• Call List Management Call List Apply Some Action to Selected or All Contacts
(e.g. reset attempts, set status)
Get Counts from Call Pre-defined queries on Call List (e.g. count of
List callable/all contacts by time zone, count of
contacts by status, count of contacts by
attempts)
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12. Blended Call Disposition
Call Type Wrap-up Code Wrap-up Code
Disposition: Category
Wrap-up Code (which has a Inbound Call PAY Payment
Wrap-up Code Category) Outbound Call PAY Payment
Simple example that shows the consistency between blended calls
• Could allow a Dialer call to be dispositioned using the Interaction Client
• Allows additional reason codes (wrap-up code categories) to be defined
• Maintains consistency between inbound and outbound call results
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14. Interaction Dialer 4.0® Media
Server Call Analysis
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15. Call Analysis – What Is It?
• Definition
– Process of determining the initial result of an outbound call
• How is it done?
– Through a combination of audio and signaling analysis
• Terms often substituted for call analysis
– CPA – Call Progress Analysis
– Software Answer Supervision
– LSD – Live Speaker Detection
– PVD – Positive Voice Detection
– AMD – Answering Machine Detection
– PAMD – Positive Answering Machine Detection
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16. Live speaker : background noise
It is common when a call connects to have background noise
from cocktail parties, TV’s, radios, small children, etc.
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17. Live speaker : background noise
It is common when a call connects to have background noise
from cocktail parties, TV’s, radios, small children, etc.
Websdays: Weekly Webinar Series on Wednesdays by Avtex
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18. Live speaker : background noise
Tone: Speech:
ring Answering
machine
Standard call analysis confuses babble noise as an
answering machine, and the dialer abandons the call.
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19. Live speaker : speech ringback
Many national networks use speech recordings as ringback.
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20. Live speaker : speech ringback
Speech:
Answering
machine
Standard call analysis confuses speech ringback with
an answering machine, so the dialer abandons the call.
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21. Live speaker : music ringback
Speech: Music: Speech:
ring ring/hold live
speaker
Media Server Call Analysis detects any kind of music
and continues the call, so the dialer connects to a live speaker.
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22. Network messages without SIT
Network messages for disconnected or reordered numbers
often do not begin with a Special Information Tone (SIT).
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23. Intercept messages without SIT
Speech:
answering
machine
Standard call analysis confuses these messages with
an answering machine, resulting in redials and wasted time.
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24. Intercept messages without SIT
Speech:
intercept
message
Media Server Call Analysis detects SIT tones and recordings,
so dialer records may be updated as appropriate.
.
Websdays: Weekly Webinar Series on Wednesdays by Avtex
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25. Interaction Dialer 4.0® Road Map
and soon to be released
capabilities
Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday

26. Interaction Dialer Roadmap
Dialer 4.0 SU1 Dialer 4.0 SU2
Dialer 4.0 Future
Dialer 2.4/3.0 Migration CCS Switchover
IPA Integration
Dialer Configuration/ Preview Enhancement
Feedback Integration
Administration in ICBM Email/SMS Enhancements
Customizable Dashboards
Agent Management UI
Targeting Targeting Targeting
Q4 2012 Q1 2013 H2 2013
Note: All roadmap topics are dependent on Development and Testing results and are subject to change.
Websdays: Weekly Webinar Series on Wednesdays by Avtex
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27. Central Campaign Server Switchover
• Fully redundant system with
Dialer Database switchover pairs for Central Campaign
Server Server and Outbound Dialing server
CCS
(switchover pair)
ODS
CIC+Dialer
(switchover pair)
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28. Preview Dialing Features
When Can You Preview dialing of a contact allowed within a preview campaign AND
Preview Dial a within predictive or power campaign via a pre-call policy (e.g. for a
Contact callback or high-value contact)
Agent ACD Option to leave agent ACD available (e.g. for inbound calls) until agent presses the
Availability in “Dial” button for the contact
Preview Mode
Preview Dial Per campaign setting controls amount of time agent is given to select
Timer “Dial” before base/custom script auto-selects “Dial” for the agent
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31. The Winner Is …
Free Copy of Microsoft
Office 2010 Professional
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32. Thank You!
Thank you for attending Websday.
We hope to see you at a future session.
www.avtex.com/websday
Websdays: Weekly Webinar Series on Wednesdays by Avtex
www.avtex.com/websday