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Outbound Engagement by Covington Creative

Proactive outbound multi-channel notifications for your call center. Notify customers on the channel of their choice and switch channels on retries. Includes voice mail recognition. All communications are recorded at the customer record in your CRM.

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Outbound Engagement by Covington Creative

  1. 1. Outbound Engagement by Covington Creative June 02, 2015
  2. 2. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 2 Introduction – Who we are and What we do Covington Creative LLC Headquarters in Seattle, WA Consultants located throughout the Globe EMEA team located in Estonia A leading provider of contact center management consulting and technology services for SAP -enabled enterprise Focus on call center outcomes Customer Experience Operational Efficiency 1. SAP Contact Center (CCtr) Experts SAP “go-to” partner for SAP CCtr (formerly BCM) On-Premise, Turnkey solutions Hosted solutions Only Partner Authorized to Deliver Global CCtr Training AMS (Application Managed Services) 2. Other SAP Core Competencies SAP CRM – Interaction Center (sales, service, marketing) Multi-channel Management(voice,e-mail,chat) Implementations, Project Rescues Customer Self-Service (IVR and Web)
  3. 3. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 3 Agenda Outbound Engagement (OE) – overview Benefits and Features Data Management Administration Voice Channel Omni-channel Use Cases How other companies are using it Technical Stuff
  4. 4. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 4 ü Increase service levels and improve receivables with proactive notifications ü Increase customer satisfaction by engaging customers on the channel of their choice ü Leverage SAP Contact Center to engage customers with timely messaging and multi-channel attempt management ü Save money by automating outbound messaging to your customers Outbound Engagement Benefits
  5. 5. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 5 ü Real-time notifications Event triggered notifications Scheduled campaigns ü Out of the box automation ü Multi-channel communication Email Voice SMS Fax Outbound Engagement Features ü Ubiquitous data sources SAP CRM SAP ECC Create adhoc Web Service Upload multiple file formats ü Text to speech integration ü Close looped campaign functionality Record campaign results to CRM
  6. 6. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 6 Outbound Engagement by
  7. 7. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 7 Web based administration Manage contact list in real-time Monitor/adjust campaign in real-time Auto-throttling of attempts Outbound / inbound coordination Granular control over date/time of message delivery, and # of attempts Champion challenger campaigns Outbound Engagement Administration
  8. 8. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 8 Create/update list from SAP ERP, CRM, Cloud for Customer, Contact Center Import batch files Pre-configured Web services Create adhoc web services Event driven data triggers Outbound Engagement Data management Create call list from multiple simultaneous sources File pre-processing and data cleansing Filtering / Sorting Phone number lookup DNC and cell phone scrubbing
  9. 9. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 9 Personalized calls Interactive scripts Call flow scripting Identity confirmation Answering machine recognition Text-to-speech Intelligent call throttling Outbound Engagement Voice Channel Customized caller ID Manage number of retries Multi-channel attempt management Offer IVR confirmation & agent assistance Integration to voice gateway
  10. 10. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 10 Email Personalized content Rich graphics HTML / CSS support HTML Email development Supports hyperlinks Secure transmission (TLS) Black list prevention Outbound Engagement Omni-channel Fax Personalized content Rich graphics HTML / CSS layout SMS/Text SMS / text Message development International support Two-way support Mobile originated Mobile terminated
  11. 11. Use Cases
  12. 12. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 12 Outbound Engagement - How other companies are using it Example Use Case Benefit Automatic paymentreminders while there is still time to pay! Payments received on time. Reduce time & money wasted chasing delinquentaccounts Appointmentreminders with option to reschedule via self- serve or live agent Ensure resources are always allocated to billable projects Advanced notice and explanation ofhigher than normal energy bills Reduces spike in call volume from uninformed callers Targeted marketing campaigns for contract renewals,relevant new products and upgrades Increased revenue generation from existing customer base
  13. 13. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 13 Reduce delayed or partial shipments due to Obsolete Product Automated, proactive communications alerting customer and offering options self-serve options to change the SAP order Reduce liability and safety issues, Improve productperformance / experience Automated, proactive communications ofrelevantproduct notifications to customers, such as Off-UL, Product Issue, Recalls,and Updates Reduce delayed fulfillmentissues Automated, proactive communications alerting customer and offering self-serve options to change the SAP order Automation and optimization of existing manual processes Outbound Engagement - How other companies are using it
  14. 14. Technical Stuff
  15. 15. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 15 Outbound Engagement Pre-requisites SIP Infrastructure § CCOE makes use of SIP infrastructure for initiating calls to customers. § CCOE registers phone lines with BCM or an SBC prior to making calls on those lines. OS Infrastructure § Microsoft Windows Server Standard 2008R2 or 2012 § Latest SP/Hotfixes § Microsoft IIS § Can be co-located on suitable BCM Application Server Hardware § Requires 2-4 Cores / 8-16 G Ram / 20G hd Database Infrastructure § Requires Microsoft SQL Server 2008 R2 § Should be installed on same database cluster as BCM § Database size depends on: Number of campaigns, Size of campaigns, Data retention policy Other Channel § E-mail Requires SMTP Gateway § SMS Requires SMS Gateway § Fax Requires E-mail -> Fax Gateway
  16. 16. © 2015 Covington Creative, LLC and SAP AG. All rights reserved. 16 David Wisniewski VP Sales & Business Development 519.802.2870 david.wisniewski@covingtoncreative.com Thank You! www.covingtoncreative.com

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