Avaya Outbound Contact Express

Avaya Outbound Contact Express

Jan 2014

© 2013 Avaya Inc. All rights reserved. 22

Agenda

Overview

Key Features

Engineering the Solution

Sizing and Quoting

Selling the Value

Competitive

Use cases

Services

Summary


Turnkey, pre-integrated, package with all hardware, software required

Rapid deployment, in day(s) vs. months

Simplified support with a single vendor

Supporting outbound agent dialing requirements:

Midmarket, 25-250 agents, <500 trunks

Tailored for collections or telemarketing verticals, with high need for outbound calling

Full featured solution with built-in outbound dialing, agent web-client, scripting, reporting, call recording and speech analytics

Option to utilize PBX functions of IP Office

IPEndpoints

PC Supervisor

Avaya Speech Analytics

WebAgent

Avaya Outbound Contact ExpressA new outbound solution Avaya is bringing to market


Customer Pain PointsMultiple vendors, complex deployment and maintenance

Partner Pain PointsMultiple vendor relationships and credential requirements

What does it take today to build an outbound dialing solution?

Vendor #1

Vendor #2

Vendor #3

Vendor #4

Vendor #5

Networking

Collaboration Platform

Outbound CC Analytics

Scripting Engine

Session Border Controller

30+ Daysto operation

Coordinate multiple Vendors

Steps: Build, Test, Configure, Run1) Setup Multi Vendor RFP 2) Engage Systems Integrator3) Schedule Build out4) Test interoperability5) Configure components6) Rollout7) Validate and run



IP Office Server Edition Predictive Dialer Avaya SBCE Web Agent incl. Scripting Reporting & Speech

Analytics Networking

1 Day Single Vendor

Turnkey

Pre-Configured

Tested

Interoperable

Steps: Build, Test, Configure, Run1) Setup Multi Vendor RFP 2) Engage Systems Integrator3) Schedule Build out4) Test interoperability5) Configure components6) Rollout7) Validate and run


CollectionsCross-selling

Customer Surveys

Customer Retention& Win Back

Fraud Alerts

Welcome Calls and Appointment

Reminders

Avaya Outbound Contact ExpressTypical Customer Use Cases

http://www.darkfibersolutions.com/handing_over_money.jpg


Every outbound phone call has value…

Otherwise companies wouldn’t be making them


Manual Dialing vs. Predictive Dialing

Talktime

Ring

Dial

Prep

Typical manual contact rate 5 –10 per hour

Typical Avaya contact rate 20 – 30 per hour

Wrapup

Talktime

Ring

Dial

Prep

0 10 20 30 40 50 60Seconds

0 10 20 30 40 50 60Seconds

Talktime Administration

Talktime Wait

200 – 300% contact rate increase


Average Delinquency Amount is $500

Promise Rate is 25%

The value of every call is $125

Q: What is the value of a live phone call to your organization?

Collections

Surveys

Company is paid $75 for each completed survey

Completion rate is 20%

The value of each call is $15

Each missed appt costs the company $150

100 appts/mo are missed

80% of missed appts are kept if reminded

Value of Reminder = $120

Appointment Reminders

Product Sells for $120

Close Ratio is 33%

The value of each call is $40

Sales / Telemarketing


ROI (Payback Period) = Cost of System / Revenue

Sales / Telemarketing

Talk Times 1 Minute 2 Minutes 3 Minutes 4 Minutes 5 Minutes

Talk Times (Seconds) 60 120 180 240 300

Update Time (After Call Work) 30 30 30 30 30

Idle Time (Between Calls) 20 20 20 20 20

Total Event Time 110 170 230 290 350

Calls /Agent / Hour 33 21 16 12 10

Talk Times# Calls per month 1 Minute 2 Minutes 3 Minutes 4 Minutes 5 Minutes

Number of Agents Required to handle call volumes10,000 2 3 4 5 6

20,000 4 6 8 10 12

30,000 6 9 12 15 18

40,000 8 12 16 20 24

50,000 10 15 20 25 30

60,000 12 18 24 30 36

70,000 14 21 28 35 43

80,000 16 24 32 40 49

90,000 18 27 36 45 55

100,000 20 30 40 50 61

Total # of Live Calls x Value of Call = Revenue

20,000 $40 $ 800,000*

$ 175,000 (example cost)

$ 80,000* (10% net revenue)= 2.2 months

* Not all revenue is profit, of course. Use

appropriate net revenue amount

Per month

> Product Sells for $120

> Close Ratio is 33%

> The value of each call is $40


Target CustomersMid-Market

25-250 users (includes agents, supervisors, other users)250-500 trunks

Dedicated outbound contact centers

Competitor base opportunities

• Customers moving to IP as part of technology refresh

• Customers moving to SIP trunking

• Customers concerned with competitor viability

Greenfield opportunities

• Enterprises with collections, telesales, inside sales, proactive customer care teams

• Preference for turnkey, pre-integrated solutions and single vendor sourcing and support due to limited IT resources

• Requirement for rapid installation


Perfect Profile Customer

25-100 agents

Outbound-only shop or have ability to segregate outbound agents– Collections

– Fund-raising

– Customer Outreach

– Subscriptions

– Telemarketing

No blending required

Can operate in standalone mode or can integrate with existing PBX

Greenfield opportunities– > 10,000 calls/month

Replacement/Upgrade opportunities– Tech refresh with move to IP infrastructure/ SIP trunking with non-disruptive,

cost-effective implementation offer

– Benefits of browser-based interface for agents

Limited customization or integration needed


Proactive Contact

Outbound Contact Express – Proactive ContactPositioning of agent based outbound

Outbound ContactExpressC

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SizeAvg. System Size

Outbound Contact ExpressAvg. System SizeProactive Contact


Talk Times 1 Minute 2 Minutes 3 Minutes 4 Minutes 5 Minutes

Talk Times (Seconds) 60 120 180 240 300Update Time (After Call Work) 30 30 30 30 30Idle Time (Between Calls) 20 20 20 20 20

Total Event Time 110 170 230 290 350

Calls /Agent / Hour 33 21 16 12 10

Talk Times

# Calls per month 1 Minute 2 Minutes 3 Minutes 4 Minutes 5 Minutes Number of Agents Required to handle call volumes

10,000 2 3 4 5 6

20,000 4 6 8 10 12

30,000 6 9 12 15 18

40,000 8 12 16 20 24

50,000 10 15 20 25 30

60,000 12 18 24 30 36

70,000 14 21 28 35 43

80,000 16 24 32 40 49

90,000 18 27 36 45 55

100,000 20 30 40 50 61

Basic Formula# Live Calls

Required* per month / 160* (hrs per

month) / calls per agent per hour

* Based on M-F, 8 hr work day. Be sure to get total monthly hours from

the customer

NOTE:These are Live

Conversations, not calls placed

Calculating the number of agents


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 & 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 scripting

Proactive Outreach

IntegratedIntegrated

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

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

UnifiedUnified

Proactive Outreach Manager (POM)


Overview of Avaya Outbound Solutions

Avaya Outbound Contact

Express R1.0

Avaya Proactive Contact

R5.1

Avaya Proactive Outreach

Manager v2.5

Primary Value Proposition

All-in-one pre-integrated Outbound dialing solution

for Small and Midsize Contact Centers

Best-in-class Enterprise-grade dialing solution for

Midsize and Large Enterprises with

sophisticated needs

Automated, multi-media (Voice, SMS, Email)

Proactive Customer Care Solution for low-cost, high

touch campaigns

Primary Customer Needs Satisfied

Dedicated Telemarketing and Collections Platform

Focused Telemarketing and Collections Platform with rich Contact Center

Integration

Sophisticated Notification, Escalation, and Business

Process Support integrated with 360 degree feedback

Primary Differentiators

Low Acquisition and Operational Footprint, Pre-integrated with all elements, Fast install

Best in class Call Classification and rich integration to Contact Center; Ecosystem of

Solutions

Multi-channel campaign management (Email to

SMS to voice to inbound agent escalation paths)

Integration Application of Avaya Aura Experience

Portal


Overview of Avaya Outbound SolutionsAvaya Outbound

Contact Express R1.0Avaya Proactive

Contact R5.1 (Hard /PG230 Dialer

only)

Avaya Proactive Contact R5.1 (CTI

Dialer only)

Avaya Proactive Outreach Manager v2.5

Capacity 250 agents500 trunks

4.500 agents9,000 O/B lines

3,000 agents 5,000 ports (Automated Voice Agents), 20,000+ email per hour, 20,000+

SMS sent per hour

Inbound/outbound blending

N/A (1) N/A (2)

Call Recording (Standard, pre-integrated)

(via Avaya WFO,

partners)

(via Avaya WFO, partners)

N/A (3)

Web client (Standard for agent

desktop incl. Scripting)

(via OEMs, partners)

(via OEMs, partners)

(For administration of

campaigns)

Call Classification and call connect (productivity)

95%1100ms

98.9% 770ms

85%1200ms

97.9%900 ms

FCC Compliance

OFCOM (UK) Compliance

Installation Turnkey, eliminates time to integrate phones, switch, scripting, call

recording. APS offer for dialer setup available

Standard APS installation services

required

Standard APS installation services required

Standard APS installation services required

• (1) Blending is not relevant to OCE 1.0 as it is not integrated with inbound contact centers in this version• (2) Blending is not relevant to POM 2.5 as Agent-based Outbound Dialing is not supported• (3) Call Recording is not typically used with automated outbound campaigns as Agents are not involved in interactions


Agent-based collections, telemarketing, surveys, etc.

Agent-less proactive customer care, surveys, etc.

PC Hard Dialer

PC CTI Dialer

Proactive Outreach Manager


Existing Communication

Manager

>250 agents

25 – 250 agents

• Inbound/outbound blending? • High productivity?• OFCOM (UK)?• Best of breed solution

integrations?• High capacity call rates?

• Pre-integrated scripting, call recording, web agent, speech analytics, trunking, SIP, and HW?

• Low cost installation?

• Upgrade pricing of existing solution a concern?

Hosting

• Multi-channel outreach needs?

• Proactive customer care with self-service options?

Which Solution is Right for the Customer?


Solution Deployment

Greenfield with locally deployed agent handsets


Solution Deployment

Re-use existing PBX assets for the agent handsets

Existing PBXor SP


Agent Handsets 96x1(IP H.323)

# of Agents HW Bundle(No. & Type of lines)

No. & Model of Phones

Trunk type:SIP, PRI, SIP&PRI

Trunk size:up to 250 or 500 trunks

Network integration:Phones connected to OCE

or on existing network

- Plus Installation & Maintenance -


& Supervisors

Outbound Contact Express Design is simply:


Pricing

Material Code Description List Price (USD)

273745 AOCE HDWR SIP 250 6 ERS $52,000

273746 AOCE HDWR SIP 500 6 ERS $56,000

273747 AOCE HDWR SIP/PRI 250 6 ERS $56,000

273748 AOCE HDWR SIP/PRI 500 6 ERS $66,000

304068 AOCE HDWR SIP 250 SINGLE ERS $42,000

304069 AOCE HDWR SIP 500 SINGLE ERS $46,000

304140 AOCE HDWR SIP/PRI 250 SINGLE ERS $46,000

304141 AOCE HDWR SIP/PRI 500 SINGLE ERS $56,000

304142 AOCE HDWR PRI 250 SINGLE ERS NO SBC $42,000

304143 AOCE HDWR PRI 500 SINGLE ERS NO SBC $52,000

304170 AOCE HDWR PRI 250 6 ERS NO SBC $52,000

304171 AOCE HDWR PRI 500 6 ERS NO SBC $62,000

273740 AOCE R1 PER USER LIC NEW $2,200

273741 AOCE R1 PER USER LIC ADD $2,200

Please see the Offer Definition for additional details.


Services

Business Partners will be able to implement

Utilizing APS Proactive Contact Talent

Quoting through “ProServices Now”

Initial Deployments will be APS only until partners are trained

Mandatory SA (essential) and UA attach

SA/UA based on the full solution rather than individual components

SSL/VPN for remote connection

No co-delivery for phase 1

Implementation / APS Ongoing Support / GSS


Outbound Contact ExpressAPS Capabilities

AOCE Deployment:– AOCE Deployment Base Offer

– A series of optional Add-ons

AOCE Optimization:– AOCE Productivity Analysis

AOCE Advanced Applications Capabilities:– 1 minute infinite job

– ODBC access

AOCE Consulting Capabilities:– Avaya Speech Analytics Advanced Consulting Workshop

– Block of Proactive Contact Consulting hours


Outbound Contact Express APS Base Offer

AOCE APS Base Offer

Base offer includes all services to get started effectively (PRI Only):• Data gathering session and Technical readiness review• Onsite, cabling / power, remote access enablement• Configuration of unique customer details, like IP addresses, trunking and dial routing

patterns.• 3 pre-defined Proactive Contact standard lists/campaigns, that can be:• Collections.• Telemarketing. • Customer Satisfaction Surveys.

• Up to 5 days on-site for:• Standup and integration of the AOCE solution into the customer’s environment.• Integration, setup and testing of pre-defined standard lists. • Up to 2 hours of System handoff review, for supervisors (for Customers that have

previously taken self-training via Avaya University courses)• One day remote Go-live support.


Average construct 50 users – w/o phones

Support Advantage and Upgrade Advantage are mandatory attach

HW maintenance is optional

Item Qty List Price Enhanced List Price

Anticipated Street Price

250 Trunks SIP/PRI Bundle Single ERS

1 $46,000 $46,000

OCE User License 50 $2,200 $110,000

Subtotal (Product) $156,000

Upgrade Advantage 3YR AN * 50 $11.00 $6,600

Support Advantage ESS 3YR AN *

50 $13.33 $7,998

HW Parts NBD 3YR AN * 1 $335.50 $4,002

Subtotal (Service Year 1) $18,600

Implementation** $50,000

Total Price (Year 1) $224,600 $150,000

Notes: * SA, UA and HW maintenance list prices are monthly prices ** Implementation price estimates including base offer & some options, check APS offer for more details


Key Take Aways

Product designed to specifically target pain points of mid-market segment – Mid-market segment previously underserved segment by

Avaya

– Easy offer structure and qouting

Partner compelling offer– Easy implementation - can be carried out by partners

Key features– All-In-One full stack Outbound Dialing solution

– Turnkey, pre-staged

– Easily installed – Standard deployment in 1 day on site

– Industry-leading predictive capability

– Operating also in non Avaya PBX environments


Qualifying Questions


Qualifying questions - Is Outbound Contact Express a good fit?Qualifying question Background Acceptable

Responses

How are you reaching out to your customers today ?

Using manual dialing or having a dialer already? Using preview or predictive dialing (if dialer is in place)? What’s the process used?

Manual

If you use a system, what technology/equipment do you use today ?

Old equipment / refresh needed? Equipment out of support or expensive to support ?

Old needs replacement

How many outbound calls are you making ?How many agents do outbound?

Validate if an outbound dialing solution is applicable (>10,000 a month). Input to design a solution and to ROI

>10,000/month>25

Check on feature requirements:• Do you use or would it be beneficial to use a

browser based agent interface ?• Do you use or require call recording (e.g. for

compliance reasons) ?• Do you use or require scripting to guide your

agents (Better consistency of conversations, lower agent training requirements) ?

• Do you use or require speech analytics ?

The more features are used/required, the better the OCE all-in-one package fits

Ok if they need just predictive dialingEven better if they need additional features

Is blending between outbound and inbound calls required ?

OCE is primarily an outbound solution that doesn’t support blending in this release.

Don’t need today

Will the agent desktop require any third party integration?

Understand options to use the web agent application and potential integration needs on the desktop.PS: OCE supports integration into web clients as of today.

None or limited

Check on infra structure requirements:• What PBX infra structure is in place?• Do you use or require SIP trunks (OCE

allows easy migration to SIP trunking*) ?

Greenfield vs. existing PBX. Avaya vs. 3rd party PBX. Local vs. remote agents.

Any can be supported. Good to have this information

Note: *Outbound Contact Express supports PRI and SIP trunks (not T1 robbed bit)


Qualifying questions – contd. – Generating a proposal…Qualifying question Background Acceptable ResponseWhat kind of trends are you seeing relative to delinquencies and charge-offs / sales objectives / customer retention / customer satisfaction?

What measures have you taken to address debt collection / sales performance / customer satisfaction levels?

Understand the customers situation and what business problems he is trying to solve.

Any. Just getting more data to understand their business.

How many outbound calls are you making per day, week, or month?

Input to design a solution and to ROI As accurate number as possible

How many agents support your outbound calls today ?


What is the current average number of calls an agent is doing per hour ?


What is the current average agent wait time between each productive connect ? Is this meeting your expectations ?

Input to ROI As accurate a number as possible

What percentage of connects that are passed to agents are unproductive ?*

Input to ROI As accurate a number as possible

What is the value of a live phone call?

Input to ROI If they don’t have a number, we can use the a reference number from slide 38

*Unproductive connects can include ringing phones, busy signals, answering machines, dead-air, and more. Not needed if customer is doing manual dialing today.


Resources


Resources AvailableAvaya Outbound Contact Express material on Sales Portal:

https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?Id=a3ja0000000LOexAAG

Outbound Contact Express Customer Presentation

Outbound Contact Express Brochure

Outbound Contact Express FAQ

Outbound Contact Express Offer Definition

Outbound Contact Express APS Offer Definition

Outbound Contact Express Recorded Demo

Outbound Contact Express Flash Demo (targeted for September)

Avaya Outbound ROI tools

Recorded Sessions (accessible for Business Partners)

Outbound Contact Express Sales Overview

https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LIEpAAO&Id=a3ja0000000LOzvAAG

– Navigate to “Outbound Contact Express ASC”

Outbound Contact Express Technical Overview

https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LFqaAAG&Id=a3ja0000000LNPVAA4

– Navigate to “Outbound Contact Express ATC training”

https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?Id=a3ja0000000LOexAAG





https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LI1CAAW&Id=a3ja0000000LOexAAG


More Resources

Courses Training hours

Delivery method

Selling and Designing Avaya Outbound Contact Express

Solutions

2C00040O/41O: Avaya Avaya Outbound Contact Express – Sales

0.75 Web

3C00060O: Avaya Outbound Contact Express – Technical Sales

0.25 Web

Avaya University Sales Training

Press release on Outbound Contact Express customer

MedAmerica Billing Services, Inc.

http://www.avaya.com/usa/about-avaya/newsroom/news-releases/2013/pr-130812





To contact the ATAC PreSales Technicenter: Voice: North America 720.444.7700 EMEA 44 1483 309078 APAC 65 6872 2693 India 91 20 3092 6555– email: [email protected] with the product in the subject

line (i.e. Outbound Contact Express)

– Web: https://atac.avaya.com/Technicenter.asp

– Please utilize our FAQ database tool before you engage the Technicenter at: https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?Id=a3ja0000000LXXRAA4

mailto:[email protected]

https://atac.avaya.com/Technicenter.asp

https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?Id=a3ja0000000LXXRAA4

https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?Id=a3ja0000000LXXRAA4


Avaya Outbound Contact Express - Contacts

In-region CC specialists have been trained

Product ManagementMichael [email protected] +49 40 2392 4130

Sarita [email protected]

Global Market IntroductionJoe [email protected] +1.425.201.9414




Asks

Profile your installed base for Outbound Contact Express opportunities

Evaluate the use of Outbound Contact Express on new opportunities

Come back with profiled opportunities that we can help you on

Avaya Outbound Contact Express

Technology

outbound contact

3rd party

roias accurate

agent handsets

outbound calls

rights reserved

customers

hw package