2. The information contained herein is provided for
information purposes only and is intended only to
outline Avaya’s presently anticipated general technology
direction. The information in the roadmap is not a
commitment or an obligation to deliver any product,
product feature or software functionality and Avaya
reserves the right to make changes to the content and
timing of any product, product feature or software
release. Prices for any future product or software
included herein will be separately negotiated when and
if such product or software becomes available.
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
2
3. Consumer Communication Trends
40%
55%
50%
of global consumers
prefer web chat, selfservice, and SMS
will use email in
1-2 years compared
to 15% today
will opt for automated
voice response when
offered (in the US)
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
3
4. More channels – so better outreach?
E Mail
Voice
Text
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4
9. 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
Campaign
+
Customer
data
E Mail
SIP
Voice
Proactive Outreach
Manager
Text
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
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
Live Agent
Predictive
Live Agent
(only as needed from notification)
9
10. POM-Version 3.0 Release Themes
POM 2.0
May 2010 (GA)
POM 2.5
July 2012 (GA)
Outreach Flexibility
• Unified system for automated
notifications and predictive
agent-based dialing
• Single strategy to seamlessly
escalate from automated Emails, SMS, voice to Preview,
Progressive, Predictive
POM 3.0
Q4 CY13 (Commit)
Agent Efficiency
• Inbound/Outbound blending
• Common Agent APIs for desktop
• Agent scripting
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
Future Releases
(Planning)
Lower TCO
• Integrated with Avaya’s contact
center solutions & Avaya Aura
Experience Portal
• Use existing Avaya ACDs
• Common agent administration
10
11. 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)
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
11
13. Solution View – POM 3.0 with CC-Elite
Agents: Any Agent
Desktop supporting POM
Common Agent API
Proactive Outreach
Manager
Avaya Aura
Experience Portal
POM
.NET
API
POM
.NET
API
POM
.NET
API
POM
.NET
API
Call Center Elite
Customers
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
13
19. 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
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
19
36. Customer Experience Framework
Multichannel, Desktop, Collaboration
EXPERIENCE
Routing, Self Service, Resource Selection, Work Assignment,
Proactive Service
PERFORMANCE
Reporting, Analytics, Workforce Optimization
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
Administration, Management,
Trouble Isolation
INTERACTION
MANAGEMENT
Application Development,
Shared Services, Simulation
DESIGN
Our focus is to help organizations create competitive advantage by
delivering a differentiated customer experience
36
37. POM – Solution areas
Solution/Use Cases
– Collections management
– Agents collecting unpaid debt, payment reminders with interactive
payment services
– Marketing
– Customer acquisition, offers
– Proactive Service
– Welcome aboard, card activity, re-fills, fraud alerts, flight changes,
appointment reminders, power outage notifications and more
– Cost Management
– Reduce inbound calls into the contact center with proactive
outbound services
– Customer Loyalty Programs
– Surveys, loyalty program notifications/updates
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
37
Hinweis der Redaktion
Avaya Contact Center Consumer Preference StudyA new global Avaya Contact Center Consumer Preference Study, commissioned by Avaya and conducted by callcentres.net. The study asked more than 5,000 contact center consumers from around the world their thoughts on customer service topics. Key global results include: 40% of global consumers prefer alternate methods of contact—including web chat, self-service, and text messaging—to phone-based customer service. 55% of consumers said that in 1 to 2 years, email is what they will use regularly to reach customer service centers. This is compared to 15% who said email is their most often used method today. 18% said web chat will be their preferred regularly-used contact method in 1 to 2 years, vs. just 2 percent who said it’s their most often used method today. 86 percent of consumers said that they are likely to tell friends, family or colleagues about a poor customer service center experience. Results were also measured for U.S.-based consumers. Key U.S. findings include: Half of U.S. consumers surveyed are likely to opt to use an automated voice response system when offered. 90% of U.S. consumers will tell friends, family or colleagues about a poor customer service experience. Just 20% said they receive excellent customer service from call centers. Quick query resolution is the top rated reason U.S. consumers will rate a customer experience as excellent.
One would be tempted to think that as the number of channels used by consumers has increased, the outreach efficiency should now be higher? Quite the contrary, it now takes more attempts to reach the person. However, an integrated approach using all channels and all resources such that the business is constantly aware of the inbound/outbound/multichannel interactions providing a 360 degree view of the customer can help achieve greater outreach efficiency. Moreover, the outreach needs to be able to seamlessly escalate between channels for maximum efficiency and effectiveness.Augment – augment your Proactive Contact with Proactive Outreach Manager to drive additional channels from the same contact list and drive higher Right Party Connects at the lowest costs possible.
Solution/Use CasesProactive ServiceWelcome aboard, card activity, re-fills, fraud alerts, flight changes, appointment reminders, power outage notifications and moreCost ManagementReduce inbound calls into the contact center with proactive outbound servicesCustomer Loyalty ProgramsSurveys, loyalty program notifications/updatesCollections managementPayment reminders with interactive payment services
A typical campaign life-cycle involves creating contact lists/creating strategies of how to reach out to the contacts, running the campaigns, monitoring the campaigns, reporting on the campaigns and finally post-processing/exporting the data from the campaigns.POM Campaign definition essentially consists of who to contact, how to contact, when to contact, which media to use, what strategy to use and when to end the campaign (time-based or goal-based)?POM provides a web based Campaign Creation Wizard to take above information from the user.
Managing contact records:Contact Lists Logical grouping of contact recordsContact AttributesMost commonly used attributes out of the boxAbility to define custom attributesData sourcesDefine how you want to populate Contact lists.File, Database, customCreate schedule to populate Contact Lists.
GUI editorAgent-based dialing AND agent-less notifications all in one campaignEscalate between channelsRestrict based on contact attributesRestrict based on Day, Date, Time, DNCSeparate apps for live voice , answering machine, fax etc Choose phone number, email IDs based on time of the dayCustom retry intervals, counts & intervalsNotification language based on customer languageAn important note on skills-based pacing of automated notifications with opt-out vs. Predictive dialing:When the chance to get people answering (and being interested in the matter) is LOW…., then the predictive does not seem to have much sense compared to pacing with agents opt out. In fact, a telecom carrier has a use case today for which they’re using pacing, an example is calling to remind mobile customers that pre-paid has ended or has been used completely, and offer them to re-charge another pre-pay.
If the traffic is above release threshold blender tries to search for an agent with desired skill by filtering out agent on following criteria:Find all nailed agents with desired skillFind all the agents from above who have been acquired longer than thrashing threshold. Find all agents from remaining whose skill proficiency is highest. Sort & filter agents by idle timeSort & filter agents by campaign priorityIf the traffic falls below acquire threshold & there is an outbound campaign that needs an agent, blender notifies AM to acquire the agents whose all inbound skills are acquirable Find all "un-nailed blended" Agents having all skills acquirable. Exclude agents whose Thrashing threshold hasn't passed. Sort agents based on number of inbound skills & get agents with least inbound skillsSort agents based on inbound skills proficiency level (low proficiency) if there are more agents with same number of inbound skills.Sort agents based on number of outbound skills if there are more agents with same number of inbound skills & same proficiency level
Settings pane shows settings that can be changed in real-time.
Integrated with and invoked from AAEP Manager, ‘Reports’ link.Uses Jasper 3.1.3.Connects to POM database directly using Hibernate & SQL
The location of the export file is defined in the POM Home > Configurations > Global Configurations > Campaign settings page
Schedules can be created and managed for campaigns, contact list imports, and reporting.Schedule options include recurring and Weekdays only choices.
This pictures conveys how information can be exchanged or flow between enterprise applications and customer supporting systems, Voice Portal, and POM campaigns. All of this can happen in near real-time ensuring that the business and contact center services and processes are all acting on the most up to date and relevant information. Customer data can be incorporated into existing running campaigns and contacts chosen and campaigns executed according to defined rules and restrictionsUpdates from campaign outreach and self service transactions can send updates back to business and customer supporting systems. The complete list of WebService Methods:VP_POMCmpMgmtServiceGetActiveJobsGetCampaignDetailsPauseActiveJobSetMaxAttemptsCountStopJobResumePausedJobGetCampaignJobsGetActiveJobTaskIdsGetActiveJobTaskIdForTaskSetMaxAttemptsCountForTaskRunCampaignVP_POMAgentAPIServiceGetAllCompletionCodesForCampaignGetContactAttributeValueFromListUpdatePhoneNumberAddContactToJobGetAttributesListAddContactFromListToJobSaveContactAddContactGroupToJobDeleteContactAddToDNCListGetContactDataFromListGetPhoneNumberRemoveFromDNCListIsDNCScheduleCallBackSaveContactToListUpdateContactAttributeValueToListGetContactDataAddContactListToJobGetContactAttributeValueDeleteContactFromListUpdateCompletionCodeUpdateContactAttributeValue
Common off the Shelf (COTS), Platform Vendor Independent (PVI)
