Avaya Contact Center Overview & Update Outbound Road Map Bill Pennabaker Outbound Sales Leader Avaya
Sep 13, 2014
Avaya Contact Center Overview & UpdateOutbound Road Map
Bill PennabakerOutbound Sales LeaderAvaya
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Overview of Avaya Sessions
Video Introduction of Avaya Contact Center Initiatives
Gary BarnettPresident & General Manager
Contact Center & Collaboration
Overview & Update of Avaya Contact Center Outbound Road Map & Offers
Bill PennabakerOutbound Practice Leader
Video Introduction: 360 degree automated multichannel experience
Tom HansonDirector of Product Management
Contact Center Solutions
Proactive Outreach Manager (POM)Nitin Shroff
Sr. Product ManagerProactive Outreach Manager
PC 5.1 Case Studies Outbound Contact Express
Joe SuggsMarket Readiness ManagerGlobal Market Introduction
Automated Customer Experience Avaya Professional Services Customer Offers
Juan Pablo StamatiGlobal Portfolio Manager
Avaya Professional Services
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Portfolio Growth Strategy
Investment Strategy Aligns to Market GrowthApplications Driven Market Growth
*Source : Gartner, % Shipments/Units 2011
NewProducts
Automated Chat (Conversive)Outbound Contact Express
Enterprise Virtual StackElite Multi-channel
Experience ManagerProactive Outreach Manager
Performance Center
Speech Analytics
Existing Products
EliteAACC
Proactive ContactExperience Portal
IP Office Contact CenterCloud – CCaaS
Existing Markets New Markets
Contact Center Roadmap (Calendar Year)
In Market 1H 2013 2H 2013 2014
Build / Partner / Buy Execution Plan
• AACC• AACC Mid-Market• Elite Multi-Channel • Speech Analytics• Automated Chat
(Conversive)
• IPO Contact Center • AEM 7.1• APC 7.1• AEP & ICR 7.0• POM 3.1• AACC 6.4
• Elite Multi-channel (APAC)• Elite-Mid Market Bundle• Elite Virtual Stack• Proactive Contact 5.1
• Outbound Contact Express• Cloud – CCaaS• MPS 4.1• WFO 12.0• Automated Chat 2.0• Experience Portal 7.0• ICR 7.0• POM 3.0
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Today’s Consumer
have interacted with a company via social media55%
39% used their smartphone to comment on Facebook or Twitter about service received
say convenience is more important than price1 in 368%
would like web-chat offered while on company web site
100%Video usage at home has increased by
55%would be interested to have their questions answered by video-chat
want organizations to always offer multiple channels82%
say organizations make it easy to switchbetween different channels17%
94%would like to be able to email the same agent they talk to
58%say they get better help from other consumers than call center agents
Uses Social Media regularly
Frequently starts on the web
Uses video regularly
Uses multiple channels
Is empowered
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How costly will she be to support?
How costly is she to acquire as a customer?
Will she influence others?Will she refer others to us?How long will she remain
our customer?
How much will she spend?
How much wallet share will we have?
Margin on Sales or Product
Contacts per Order
Frequency of Contact
Mix of self and assisted service
Labor Rate
First Contact Resolution
Transfers
Frequency of purchase
Amount of Purchase
Customer Effort
Up-sell / Cross-sell
First Contact Resolution
Campaign Cost
Campaign Effectiveness
Referral Rate
Net Promoter Score
Customer Lifetime Value
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One Company
One Customer
ProactiveAnticipate, and Respond
PersonalizedAcross Channels &Over Time
Our VisionThe Aware Customer Experience
Aware of Relevant Context including History, Resources and Processes
Connecting Interactions across Channels into a Seamless Experience
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Solution to Get There From HereA Path for Every Customer
PERFORMANCE MANAGEMENT AND ANALYTICS
SELF SERVICE AND INTELLIGENT CUSTOMER ROUTING
AACC ELITE / EMC / AIC 3rd PARTY ACD
MULTI-CHANNEL
ACD-CENTRIC
CUSTOMERCENTRICITY
ADDAPPLICATIONS
CUSTOMERCENTRICITY
Customer Experience Framework
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Evolution Path to Experience ManagementInteraction
Today Next On the Horizon
Voice self service 360° multi-media experienceCompletion of transactionSimplified implementation
Automated and assisted service working together as the ultimate agent
DE
SIG
N
MA
NA
GE
ME
NT
INTERACTION
PERFORMANCE
EXPERIENCE
Considerations:• Where is your company in implementing the “360 degree” multichannel conversation?• How are web/mobile apps linked to the contact center today? Is this a business model or technology
driven challenge? How can Avaya applications accelerate the integration?• Answering repeat questions with automation; new questions with agents;
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Evolution Path to Experience ManagementExperience
Today Next On the Horizon
Predictive routing to best agent
Expand into enterprise and other business processes – 2 way communication
Sophisticated matching driven by dynamic customer value and business need
DE
SIG
N
MA
NA
GE
ME
NT
INTERACTION
PERFORMANCE
EXPERIENCE
Considerations• Are Agent, Customer / Prospect and Business Rules your key drivers in routing decisions? How is the
priority evolving? • What is the Importance of enterprise level vs. LOB decision making in routing? Are the challenges in
evolving to enterprise level routing technology or culture driven?• How are segmentation based routing strategies influencing business results? What do you need from
Avaya to advance their use?
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Evolution Path to Experience ManagementPerformance
Today Next On the Horizon
Statistical reporting:Abandon rates Service indicators
Speech analytics100% ListeningSimple “Google like” query Contact Flow analytics
Harness big dataMultiple sourcesPerformance, power, accuracy
DE
SIG
N
MA
NA
GE
ME
NTINTERACTION
EXPERIENCE
Considerations• What steps are you taking to move beyond “what” is happening to “why”, e.g. Analytics?• Where does “big data” apply to your information management strategy? What do you need from Avaya
to support integration into relevant business data beyond the CC?
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Customer Sees One Company
Organization SeesOne Customer
AWARE CUSTOMER
EXPERIENCE
Evolution to Aware Customer Experience
Connecting All Interactions as a Seamless Experience
VOICE
CHANNELS
INTELLIGENT CUSTOMER ROUTING
PERFORMANCE AND ANALYTICS
Today
CONTEXT
ENTER-PRISE WORK
ASSIGNMENT
UNIFIED DESKTOP
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Best Practice:Evolution to Experience Management from Elite – Interaction / Experience
Avaya Elite Customers
Exp
erience M
anag
emen
t
Unified Desktop
Multi-channel
Context Driven
Enterprise Work Assignment
Multi-source
GROW to Differentiate Customer Experience
On the Horizon
Scale and simplify?
Virtualized Environment
PROTECT and ENHANCE Existing Investments
Automate and unify?
360° Customer Experience?
Proactive Outreach and Multi-channel
Segmentation Routing?
IntelligentCustomerRouting & Advocate
Experience Portal
Today Next
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Today Next On the Horizon
Best Practice:Evolution to Experience Management from CMS – Performance
Upgrade CC Elite and CMS
Elite 6.2 +and
CMS17 +
PROTECT and ENHANCE Existing Investments
Report across Multi-Channels (with
EMC only)?
Obtain Cradle to Grave Insight?
AAPC7.0 w/ Contact
Flow Analytics
Analyze Voice of the Customer?
Avaya’s Speech
Analytics
Avaya A
ura
Perfo
rmance
Cente
r
Unified, end to end, multi-source, multi-channel business intelligence
GROW to Differentiate Customer Experience
Avaya Elite CMS
Customers
• AAPC does not replace CMS• AAPC is optional for CMS customers
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Best Practices: Evolution to Experience Management from AACC - Interaction & Performance
Avaya’s SpeechAnalytics
Analyze Voice of the Customer
PROTECT and ENHANCE Existing Investments
Avaya A
ura P
erform
ance C
enter
(futu
re releases)
AAPC does not replace AACC integrated reporting
GROW to Differentiate Customer Experience
AACC Customers
Today Next On the Horizon
Scale and simplify?
Automate and unify?
360° Customer Experience?
Proactive Outreach and Multi-channel
Virtualized Environment
Experience Portal
Exp
erience M
anag
emen
t
Unified Desktop
Multi-channel
Context Driven
Enterprise Work Assignment
Unified, end to end, multi-source, multi-channel business intelligence
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Introducing…
After months of collaboration between:• Avaya Contact Center & Unified Communications Experts• Industry analysts & experts• Business Partners• Customers
The Avaya Customer Experience Management Guide
A comprehensive guide with over 40 articles including:• Industry & trends analysis • Use case scenarios• Customer case studies & testimonials
Includes:• Inbound, outbound, multichannel & social media• Collections, sales, customer service & Proactive Contact• On premise, CCAAS, and mobile
https://avaya.box.com/s/2cg55ffah7sya46j5x60
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Sample of Articles in The Avaya Customer Experience Guide
What is Customer Lifetime Value (CLV) ?
Solving The Challenge of Collecting Payments
Benchmarking Your Contact Center
Why Multichannel Customer Service is important
Bringing Social Media Interactions into the Contact Center
Maintaining Excellence in Self Service
How Social Media & Mobile Technology impact the Customer Experience
Self Service Patient Care? (Really!)
What Customers Hate About Contact Centers
Case Study: Malaysia Airlines, Palm Coast Data, Hoepers (Brazil)
Are Your Agents Following Your Scripts?
How Will You Manage Video Communications?
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Buy Own
Select
Purchase
ResearchReceive
Onboard
Use
Maintain
Promote
Renew
Applications to Enable the Customer Journey
Advanced Wait Treatment
Callback Assist
Enterprise Call Routing
Automated Chat Email, Speech
CC Mobile
VideoSocial Media Security & Biometrics
BreakdownDamage
ProactiveOutreach
Automated Web Chat
ProactiveOutreach
Interesting! Find Out More!
Place anOrder
Receipt and Setup
ChasingOrder
Learning to Use Product
Making aPayment
TroubleshootUpgrade
DisconnectLeaving
Retain & Winback
Promotion Offer
Feel & CompareProducts
Mobile/Web Research
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Source: Webtorials Editorial/Analyst Division
0%
20%
40%
60%
80%Percent of Respondents
Voice
(agent)
Fax Voice
(self)
Email Web SMS Chat Video Social
Media
IM
2010 2012
Voice the Predominant ChannelYet Others Rapidly Emerging
Considerations:• Which channel is next? Email, Web, Video, SMS, Text?• When does channel escalation – web to voice, web to video, become real in your business? Are there
best practices that you can share?• What are the agent implications of expanding channels and how are you dealing with them? What can
Avaya do to support you?
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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 notifications, with opt-out
Proactive Contact
Stand AloneStand Alone
Integration between Proactive Contact & Voice 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 scripting
Proactive Outreach
IntegratedIntegrated
Avaya’s Next Generation Outbound
Proactive Contact & Voice Portal on a common server
Live agent & multi-channel from a single platform
POM 2.5 (Automated Notifications) available today
POM 3 (live agent) in December
Proactive Outreach Manager (POM)
UnifiedUnified
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
BundledBundled
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Global Requirements Integration Program (GRIP)
The Account team submits enhancement request to GRIP portal
Clear & Complete description of
problem customer needs solved
Complete List of customers
affected
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PG230 IP Card
Enhanced Cell Phone Detection
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
Simultaneous Agent and Call Blending
Logical Code Isolation
Upgrade Simplification
Miscellaneous Improvements (see detail)
Automated Agent Monitoring Transition
Automatic Recalls for Completed Jobs
Extend Agent Joblist Functionality
Enhanced Oracle Database Documentation
Simultaneous Campaign Alert
Strengthened Password Support
Enhanced SNMP Support
Agent Blend Support for AACC
Telephony
Productivity
Blend
Administrative
Miscellaneous Improvements (see detail)
Hardware and Software
GRIP
GRIP
GRIP
GRIP
GRIP
GRIP
GRIP
GRIP
GRIP
Click file below
for detail
Proactive Contact 5.0 Feature List Summary
SMTP Support
PC5
- FTC Compliance -
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Multi-Tenancy
10 Dialers per Pod
Support Longer Calling
List Names (G1350)
Oracle 11g
Enhanced IQ Reporting Events
Out of Area Code Cell Phone Time
Zone Handling
Simplified Supervisor Install
Automated Release Agent to Ready
for Answer Machines (GRIP 6004)
Proactive Contact 5.1 Feature List Summary
GRIP
GRIP
GRIP
GRIP
GRIP
- Released and Generally Available, Feb 2013 -
Proactive Contact 5.1
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GRIPS Being Considered* for Next Release of PC
• SIP Support (via gateway)• Dual NIC Support• Windows 8• change VIRT_PORT_TIMEOUT:60 to be
VIRT_PORT_TIMEOUT:10 • Managed Recall• Output IMON raw data • NPA/NXX updates to Dialer• AUTORELEASE enhancement for NO
ANSWER calls• Configurable password lockout attempts• change the master.cfg parameter of
MAXSCRIPTLINES to 6000• Disabling Agent API log and Agent Error
log as default• Pass ANI for opt out calls to VDN• PAB Greeting on return to outbound
• Virtualized Server (vmware)• CIFS RPM Support for file
sharing• Add hang-up call events to API• Support CTI Dialer on System
Platform• Eliminate error message for
screen change• Fix Call Termination Term for IQ
Contact Details Report• Serviceability: Add option to
append to API.trans instead of overwrite
• Removing Users in Hierarchy Manager
• Enhanced Voice and Answer Machine Detection, by job
* NOTE: GRIPS are currently in evaluation phase. None have yet been approved for inclusion in the next release
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PC 5.1
Avaya Outbound Suite – Release Map
CY11 CY14CY12 CY13
POM 2.0
CY10
POM 2.5 POM 3.0 POM X.X POM X.X
PC 5.0 PC X.X
Next Gen
OCE 1.0
Legacy
Mid-market
OCE 1.x
POM: Proactive Outreach ManagerPC: Proactive ContactOCE: Outbound Contact Express
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Thou shall not harass Thy consumer!
FCC Telemarketing Rules (TCPA)
On February 15, 2012, the FCC adopted rules to strengthen consumer protections against unwanted telemarketing “Robocalls” to wire-line and wireless phones
The latest of the regulations became effective in January 2013, and the last will be effective on Oct. 16th 2013.
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For further information directly from the FCC, contact Karen Johnson at 202-418-7706 or [email protected], or visit the web site at www.fcc.gov. Press contact: Janice Wise (202-418-8165; [email protected]).
The FCC Definition of “Robocalls” is listed below, and can be found directly at the following link: http://www.fcc.gov/guides/robocalls
“…..unsolicited prerecorded telemarketing calls to landline home telephones, and all autodialed or prerecorded calls to wireless numbers, emergency numbers, and patient rooms at health care facilities. These calls are known as “Robocalls.”
FCC Information
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FCC REGULATIONS1. Requires telemarketers to obtain prior express written
consent from them, including by electronic means such as a website form, before placing a robocall to a consumer;
2. Eliminates the “established business relationship” exemption to the requirement that telemarketing robocalls to residential wire line phones occur only with prior express consent from the consumer;
3. Requires telemarketers to provide an automated, interactive “opt-out” mechanism during each robocall so that consumers can immediately tell the telemarketer to stop calling; and,
4. Strictly limits the number of abandoned or “dead air” calls that telemarketers can make within each calling campaign.
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FCC REGULATIONS1. Requires telemarketers to obtain prior express written consent from them, including by electronic means such as a website form, before placing a robocall to a consumer;
2. Eliminates the “established business relationship” exemption to the requirement that telemarketing robocalls to residential wire line phones occur only with prior express consent from the consumer;
Avaya’s Response
Avaya Response
The first and second rule changes are directly related to business
practices that must be implemented by the telemarketing organization, and do not relate to the technical
capabilities of “RoboCall” equipment.
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FCC REGULATIONS
Avaya’s Response
Avaya Response
Avaya has made the appropriate changes to supported versions of
Proactive Contact so that our customers can meet the third rule
change. These changes provide the called party the ability to
automatically (without ever speaking with a live agent) opt-out
to the company’s DNC list when they receive any automated
telemarketing message
FCC REGULATIONS
3. Requires telemarketers to provide an automated, interactive “opt-out” mechanism during each robocall so that consumers can immediately tell the telemarketer to stop calling;
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FCC REGULATIONS
Avaya’s Response
Avaya Response
Using Proactive Contact’s patented Cruise Control algorithm,
customers can choose a specific abandon rate percentage, i.e. 3%, and the system will automatically
manage to that setting.
FCC REGULATIONS
4. Strictly limits the number of abandoned or “dead air” calls that telemarketers can make within each calling campaign.
Effects of Cruise Control
50
60
70
80
90
100
110
8AM 9AM 10AM 11AM 12PM 1PM 2PM 3PM 4PM 5PM
Time of Day
Ser
vice
Lev
el O
bje
ctiv
e
Desired ServiceLevel
ManualAdjustments
Avaya CruiseControl
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Effective October 16, 2013, the FCC’s amended TCPA regulations
prohibit the use of an ATDS to make telemarketing or advertising calls to cell phones without the call recipient’s “prior express unambiguous written consent.” The consumer’s provision of his/her telephone number will no longer constitute sufficient consent for a business to use an ATDS to call his/her cell phone for solicitation purposes.
An ATDS, Automatic Telephone Dialing System, is “equipment which has the capacity: (A) to store or produce telephone numbers to be called, using a
random or sequential number generator; and (B) “to dial such numbers.”
Effective in October 2013
This regulation is subject to interpretation by businesses and their legal departments. If a company should determine that cell phone numbers may not be called using predictive dialing, Avaya Proactive Contact can be customized in configurations that limit or prohibit either predictive dialing only, or all automated dialing functions. These include Preview (Managed) Dialing and TEST mode.
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Summary Avaya continues to invest R& D dollars in multiple
outbound applications
This is being done with the objective of helping our customers obtain a holistic, 360 degree view of their customers, converging onto a single IB/OB platform
The integrated applications platform of the future is Proactive Outreach Manager (POM)
Help us decide what goes into our next releases
Take advantage of custom offers and custom development capabilities of Avaya Professional Services
We can consult with you on how Avaya’s outbound applications can function in today’s regulatory environment
Pick up a copy of the Avaya Customer Experience Management Guide!