LCM - Feature Additions Over Cisco Unified UCCE Dialer

8/14/2019 LCM - Feature Additions Over Cisco Unified UCCE Dialer

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Acqueon TechnologiesNorth America. Indiawww.acqueon.com


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2006 Acqueon Technologies www.acqueon.com

Feature Additions on Unified CCE Dialer using LCM

Feature of LCM

Availability inUnified CCE

Dialer Comments

User Management AvailableAvailable in both LCM and Unified CCE Dialer.

Campaign Creation AvailableAvailable in both LCM and Unified CCE Dialer.

Auto Campaign RunTime

Not Available

While a start and stop, time can be defined on the Cisco Unified CCEDialer but specific run time across days, or specific run time on certaindays and holidays cannot be defined.

Dial PlanManagement

AvailableBasic Dial Plan like re scheduling based on Voice outcomes is possibleon the Cisco Unified CCE Dialer.

Business Outcomes Not Available

LCM allows creation of different groups of business outcomes whichcan bet set by agents as a call outcome. These groups of businessoutcomes can be assigned to campaigns on the fly.

Dial PlanManagement Standard andBusiness Outcomes

Not Available

Dial plan or reschedule management for Standard Outcomes likewrong party, DNC and Business Outcomes as decided by businesscannot be applied and are not available in the Cisco Unified CCEDialer. These outcomes are set by an agent during call completion anddepending on the process flow set for a particular outcomes, the dialplan reschedules a contact.

Change RescheduleNumber

Not Available

LCM through its Agent SDK and Web Services, allows an agent whilerescheduling to change an existing customer contact number or entera new number for a contact.

Select CallbackMode (Type ofNumber)

Not Available

LCM through its Agent SDK and Web Services, allows an agent toselect the preferred mode like Home, Office or Mobile to call thecustomer while setting a regular or personal callback.

Dial PlanManagement Modes

Partial

While 10 calling numbers can be defined for each contact, but they canbe grouped in only 2 calling groups or zones with call start and stoptime. Unlike LCM where as many different numbers with different startand stop times and with different usage priority can be defined. Forexample for a campaign the following modes can be created

Mode Start Time Stop TimePriorityof Use

Channel

Home1 8:00 AM 9:00 AM 5 VoiceOffice1 9:00 AM 1:00 PM 5 Voice

Mobile1 1:00 PM 2:00 PM 5 VoiceOffice2 2:00 PM 6:00 PM 5 Voice

Home2 6:00 PM 8:00 PM 5 VoiceMobile2 8:00 AM 8:00 PM 3 Voice


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Mobile SMS 8:00 AM 8:00 PM 2 SMSEmail 8:00 AM 8:00 PM 1 Email

Dial PlanManagement Modes acrosschannels

Not Available

LCM allows creation of modes of different channels within the samecampaign, for example a contact can have a mode mobile-voice for thevoice channel and mobile-sms for the sms channel within the samecampaign.

Marketing SMSCampaigns

Not Available

LCM allows end customers to run pure marketing SMS basedcampaigns. Custom SMS messages can be scripted based onbusiness data for individual contacts.

Marketing Email

Campaigns Not Available

LCM allows end customers to run pure marketing Email basedcampaigns. Custom Email messages can be scripted based onbusiness data for individual contacts. LCM also allows design of

reschedule algorithms based on Email errors like Invalid Email ID, orrecipient mail box full, etc.

Contact Selection ByMarket Strategy

Not Available

LCM has inbuilt contact selection algorithms which can be executedbased on customer preference, the algorithms are defined for MarketSpread and Market Penetration

Contact SelectionUsing StrategicParameters

Not Available

LCM allows contact selection based on customer category within theorganization by offering parameters to control contact selection like

- Customer Preferred Calling Time- Customer Priority- Customer Time Zone- Customer Agent Preference

Contact SelectionUsing BusinessParameters

Partial

LCM allows you to configure custom filters for contact selection. Filterscan be executed in the order of usage desired as well as specific filterscan be enabled or disabled as desired. Custom filters can be executedon business parameters uploaded for individual contacts.

Time ZoneManagement

AvailableAvailable in both LCM and Unified CCE Dialer.

Do Not Call (DNC)Management

AvailableAvailable in both LCM and Unified CCE Dialer.

Do Not Call (DNC)Management Campaign Specific

Not Available

LCM allows DNC numbers to be configured for specific campaigns;

this enables the same customer to be filtered out of a marketingcampaign if the number is registered under DNC, while on a specificcampaign like collection reminder the customer is contacted for thesame number.


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Contact Upload Screen popParameters

Partial

In Unified CCE Dialer limited amount of business parameters can beuploaded for screen pop, LCM allows any amount of screen pop datato be uploaded, these can be accessed by the screen pop applicationby doing a database lookup.

Contact Upload fromexternal Database

Not AvailableLCM allows connection to an external database table and manuallydirectly uploads contacts from the external database table.

Call Guide Not Available

LCM provides an agent scripting tool. For individual campaignsdifferent question and answer sessions can be designed and agentscan use the same as a scripted knowledgebase management tool toservice customers.

Reports Partial

While both have reports, LCM provides campaign specific contactprofiled reports. Custom reports can also be generated to see how lists

were dialed for a campaign.

Documents

LCM - Feature Additions Over Cisco Unified UCCE Dialer