The Power of Proactive Customer Communications

The Power of Proactive Customer Communications

Speaker Name Goes Here

2Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Top Concerns Improve customer satisfaction, retention, loyalty Reduce collections delinquencies and write-offs Achieve service level and sales revenue goals Deliver quality service and support with less Improve agent productivity

Limiting Factors Government regulations and cost of compliance Complex communications environments and systems integration Data security and customer privacy

Today’s Business Challenges

2

Organizations facing many challenges that must be addressed in order to achieve business goals while providing optimal customer care


Avaya Proactive Contact Outbound SolutionsAddressing your Needs

3

Improve customer satisfaction and retention

Improve contact center performance

Faster achievement of business goals

Avaya Delivering Value

Enabling your business to reach more customers, more often resulting in an impressive ROI

Benefits of Working with Avaya End-to-end provider of UC, Contact Center,

and Outbound solutions Consistently recognized as a global leader by

industry and technology experts

Benefits of Using Avaya Proactive Contact Improved agent productivity Reduced total cost of ownership Superior service availability Superior ROI and faster payback


Collections

Marketing and Cross-selling

Surveys

Customer Retention

& Win back

Fraud Detection

‘Welcome’ calls and Customer

Onboarding

Outbound Communications Applications

Today’s Outbound Applications are Dynamic, Proactive vs. Reactive, Multi-channel, and “Context” Aware

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


Examples of Outbound Applications by Industry

5

Reach Customers with Information They Value, Improve Profitability and Collections, and Improve Contact Center Productivity

Finance & InsuranceClaim UpdatesFraud alerts

Payment RemindersBalance Update

Automated RenewalsCross-sell/up-sell

Surveys

HealthcarePrescription Alert/Refills

Program Enrollment Appointment Reminders

Payment RemindersOut-Patient UpdatesPandemic Warnings

Staff Scheduling AlertsPost service surveys

Utilities and TelecomField Service Appointment Reminders

Payment RemindersService Outage and Restoration Alerts

Emergency Staff Call-OutsAccount Status Updates

Consumer and RetailDelivery & Back Orders

Travel AlertsCollections and Billing Reminders

Subscription RenewalsContract Renewals

Marketing and Post-Service Surveys


Improving Agent Productivity Key to Success

6

Despite Shifting Channel Preferences, Live Phone Interaction Still “King” Improving Labor Utilization Critical for Business Success

Source: Webtorials Editorial/Analyst Division

0%

20%

40%

60%

80%Percent of Respondents

Phone(agent)

Fax Phone(self)

Email Web SMS Chat Video Social Media

IM

2010 2012

At 65% of total, labor is the bulk of contact center operating expense

Labor

Telecom

Computing

Facilities

Other

$160B

Source: Global Purdue Benchmarking Report for the Telecommunications Industry


The Avaya Outbound Productivity “Formula”The Productivity Formula = Efficiency x Effectiveness x Utilization

Efficiency = Connects Per Hour

How is system performing as measured by Agent Idle Time?

How fast do agents complete connects as measured by Talk Time and Update Time?

Together these three times are used to derive Connects Per Hour

Talk Time

Update TimeIdle Time

Proactive Contact's patented dialing

algorithms minimize agent idle time

Effectiveness = Right Party Contact Rate

How accurate and how fast is system's Call Progress Analysis?

How well are calls targeted?

Effectiveness is ultimately measured by Right Party Contact Rate

In testing performed by an independent

laboratory – IQ Services – Proactive Contact

accurately diagnosed 98.9% of total calls and transferred 98% to an

agent in under 2 seconds

Example

Other DialerPC

Connects Per Hour 3031

Right Person Contact Rate 30%32%

Actual Monthly Agent Hours 10,00010,100

Monthly Right Person Contacts 90,000~100,000

Right Person Contact Delta~10,000

Proactive Contact Drives ~10K more Right Party Contacts Per Month

Utilization = Actual Agent Hours

Based on 8 years of service records

Proactive Contact has an average uptime of

over 99.9%

How much is system being used?

Ultimately measured by Actual Agent Hours

System uptime is critical

Features like Job Linking keep agents active in productive campaigns


Introducing Avaya Proactive Contact

Avaya’s industry leading outbound platform for management of phone campaigns and communications

Key Benefits– Maximize your agent productivity – Improve campaign effectiveness– Accelerate achievement of goals– Realize a superior ROI


Avaya’s Outbound Solutions Portfolio

Stand Alone Integrated Unified

• Avaya’s market leading dedicated outbound dialer• #1 in U.S., EMEA•15th generation platform• Industry leading voice detection, predictive dialing, system uptime• Deploy standalone or integrated with call center•Multiple agent blending options

Proactive Contact

• Integration of Proactive Contact & Avaya Voice Portal (Dialer & IVR)• Provides both live agent & outbound self service• Both are Best in Class platforms, #1 in market• Dialer places call, passes live connect to Voice Portal

Proactive Outreach

• Avaya’s next generation outbound platform

• Runs on Voice Portal or Aura® Experience Portal servers

• Current release 2.0 available today supports automated outbound phone, email, SMS

• Future release support for agent based campaigns

Proactive Outreach Manager


Aura® Contact Center Suite Integration

Best in industry outbound solution integrated with; – Communication Manager– Contact Center– Call Center Elite– Voice Portal and

Experience Portal– Contact Center

Control Manager– Avaya IQ reporting IVR Web Chat Email

AutomatedExperience

Management

Chat Email

MMS

MMS

SMS

SMSVideo

XML

WebVoice

Agent Environment

Performance ManagementReporting Analytics WFO

Assisted Experience Management

Avaya Agile Communication Environment (ACE)

End to End Services


Proactive Contact Advantages

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Predictive Dialing: Multiple Expert Calling Algorithms – minimizes the time agents spend between each productive contact thereby maximizing their overall productivity

Blending: Outbound and Inbound Blending – three unique options allow customers to match their business objectives with a blending option. Captures non-productive Agent Ready Time and uses it for productive outbound campaigns

Call Detection Accuracy: Enhanced Call Progress Analysis delivers the highest percentage of productive live contacts to agents - 98.9% call detection accuracy (white-paper available)

Platform Reliability: Redhat Linux OS running on server-class systems. Server includes dual power supply and RAID1 (RAID5 is available as an option). Power supplies and hard-drives are hot-swappable


Averaging 4 minute calls they can complete 2,500 daily connects. Each sale generates $250 in revenue, and there is a 10% conversion rate.

Contact Center

50 agents

Increasing voice detection accuracy drives impressive revenue!

+1% voice detection accuracy

+$228,000annually

+5% voice detection accuracy

+$1.1millionannually

Avaya Call Detection: How Small Differences in Voice Detention Accuracy Impact Results


Average Transfer Time: 0.77 SecondsSPEED

CRITICAL 2.0 SECOND LINE

ActivityTotal Calls

Total Calls 1178 100% 1165 98.9%

Answered Calls 685 58% 684 99.9%

AMS & Voicemail 350 30% 330 94.30%

Ring No Answer 35 3% 35 100.00%

Busy 108 9% 108 100.00%

Correct Categorization

% of Total Calls

Number Analyzed Correctly

In an independent laboratory test by IQ Services, Proactive Contact accurately diagnosed 98.9% of total calls,

and transferred 98% to an agent in under 2 seconds. The average transfer time was less than 1 second

ACCURACY

Superior Call Detection Accuracy AND Fast Transfers BOTH needed to Optimize Productivity


Superior Predictive Dialing Results in Higher Productivity and Lower Costs

Dialing biased to customer

service

Dialing biased to

agent productivity

Power dialing with

poor accuracy

Improved Customer Service Level

Qua

lity

of C

onne

ct t

o A

gent

Poor detection causes false-positives to be

passed to agents…they wait. Over-

dialing puts too many customers in the wait queue

Over-dialing is easy but it puts

too many customers in the

wait queue. Many of them

hang-up leading to "dead-air" for

agents

Under-dialing, sometimes

referred to as "progressive

dialing", is easy too. But agents wait and overall

productivity takes a huge

drop

Proactive Contact's Expert

Calling predictive dialing

strikes the optimal balance

between customer and

agent wait time

Proactive Contact Expert Calling


Multiple Inbound/Outbound Blending Options Optimize Productivity and Customer Service

15

• Blended outbound agents take inbound calls when inbound volumes exceed pre-set thresholds

• Best used when outbound agents occasionally needed to assist during peak inbound calling periods

Intelligent Call Blending

• Idle inbound agents take outbound jobs when inbound traffic is low• Proactive Contact "captures" excess Ready Time and uses it for

productive outbound campaigns• Predictive Mode – based on Service Level or Average Speed to

Answer. Ideal when inbound volume ebbs and flows consistently• Proactive Mode – blending based on Queue Level. Ideal when

occasional and/or volatile spikes in inbound traffic anticipated

Agent Blend


Example How Agent Outbound Blending Works

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Inbound Traffic

WFM Schedule

Potential OutboundBlend Schedule

AgentBlend

OutboundAgent Blend

Outbound

Captured Ready Time

Dedicated Agent Blend Outbound – Unless unexpected inbound traffic occurs some agents are "dedicated" to outbound work

Time of Day

Staf

fing

Leve

l

Inbound Schedule

Pure inbound

scheduling is often too high or low. This leads to high Labor

Costs or poor Service

Levels

WFM scheduling helps but

cannot react to

unexpected rises in inbound traffic

Blended scheduling allows the

total staffing to exceed even the

most drastic inbound spikes.

When spikes do occur

Blend Agents are moved to inbound

Agent Ready Time Agent Ready Time


Proactive Contact Reliability Study Based on Avaya's Customer Support database

17

Sample period: 8 years

Size: 525 Installations under 8 x 5 support contracts

Work hours per year: 2,080 (40 hours work week x 52 weeks)

Total hours per year: 1,092,000 (525 systems x 2,080 hours)

Down systems frequency: Average = 1 per day

Mean resolution time for down system: Average = 2 hours

Total down system time: 730 hours (365 days x 2 hours)

Critical failures (major HW replacement): Average 2 per year

Critical failure resolution time: 48 hours

Total failure time: 96 hours (2 systems x 48 hours)

Total downtime + failures: 826 hours (730 + 96)

Total system downtime percentage: .0007564 (826 hours / 1,092,000 hours)

Average uptime: 99.9+%


Superior System Uptime Improves Campaign Effectiveness and Operations Productivity

If yearly burdened labor rate for an agent is $40K, annual savings is $80K with Proactive Contact which has an average uptime of 99.9%

…as effective as 18!become…

Other Vendor:

90% Average Uptime

20 agents

What is the Productivity Loss of Less Than 99.9% Uptime?

X X


1 Second Wait Time decrease = $360,577

1% right party call

rate increase = $750,000

1% uptime increase = $321,429

These incremental improvements

total over $1.4 million

in increased sales

What could we do for

your business?

Improving Your Organization’s Effectiveness

Voice Detection Accuracy

PredictiveDialing

SystemUptime

Example Proactive Contact Business Case

Excludes additional positive impact to service and business performance with blending!


Delivering Superior Solution ROI and Payback

Operation Day Dialer 1

Proactive Contact

Accumulated Savings

Running Total

Ahead or Behind

1 $60,000 $66,000 $6,000 $94,000 Behind

2 $120,000 $132,000 $12,000 $88,000 Behind

8 $480,000 $528,000 $48,000 $52,000 Behind

9 $540,000 $594,000 $54,000 $46,000 Behind

15 $900,000 $990,000 $90,000 $10,000 Behind

16 $960,000 $1,056,000 $96,000 $4,000 Behind

17 $1,020,000 $1,122,000 $102,000 ($2,000) Ahead18 $1,080,000 $1,188,000 $108,000 ($8,000) Ahead24 $1,440,000 $1,584,000 $144,000 ($44,000) Ahead30 $1,800,000 $1,980,000 $180,000 ($80,000) Ahead

Dialer 1Proactive

Contact DifferenceDialer Cost $200,000 $300,000 $100,000

Live connects per hour 15 16.5 1.5

Live connects per day ( 8 hour day) 120 132 12

Number of Agents 20 20

Total Connects Per Day 2,400 2,640 240

Average Value of a Connect $25 $25

Value Delivered Per Day $60,000 $66,000 $6,000 With a 10% increase in

connects Proactive Contact delivers

positive cash flow after only 16 days!

Even if connects only increase 1% positive cash flow starts in

167 days!

Dialer 1Proactive

Contact DifferenceDialer Cost $200,000 $300,000 $100,000

Live connects per hour 15 15.15 0.15

Live connects per day ( 8 hour day) 120 121.2 1.2

Number of Agents 20 20

Total Connects Per Day 2,400 2,424 24

Average Value of a Connect $25 $25

Value Delivered Per Day $60,000 $60,600 $600

Operation Day Dialer 1

Proactive Contact

Accumulated Savings

Running Total

Ahead or Behind

1 $60,000 $60,600 $600 $99,400 Behind

33 $1,980,000 $1,999,800 $19,800 $80,200 Behind

65 $3,900,000 $3,939,000 $39,000 $61,000 Behind

95 $5,700,000 $5,757,000 $57,000 $43,000 Behind

126 $7,560,000 $7,635,600 $75,600 $24,400 Behind

157 $9,420,000 $9,514,200 $94,200 $5,800 Behind

167 $10,020,000 $10,120,200 $100,200 ($200) Ahead168 $10,080,000 $10,180,800 $100,800 ($800) Ahead200 $12,000,000 $12,120,000 $120,000 ($20,000) Ahead365 $21,900,000 $22,119,000 $219,000 ($119,000) Ahead

Example Proactive Contact Business Case


Case Study: Wescom Credit Union

Challenges and Needs– Increasing delinquencies in $4 billion loan portfolio– Improve predicative dialing capabilities– Deliver more robust campaigns– Improve customer satisfaction

Solution– Avaya Proactive Contact with Avaya Voice Portal

Results– $35.5M reduction of delinquencies in 8 months– Reduction of 1-60 day delinquencies outstanding by 19%– Net gain of $2.4M in first 8 months – $5M Return on Investment over 3 years– Solution upgrade paid for itself in 3 months


“We looked at pricing and capabilities, considered all the pros and cons…

…Ultimately we determined that Avaya would give us the greatest accuracy, the highest

capacity, and the smoothest interface with our main telecommunication systems.”

— Rob Guilford, Executive Vice President Finance & Technology

Wescom


Management Tools

Proactive Contact Supervisor Suite includes: – Editor: Campaign management– Monitor: Real-time reporting on systems, jobs, agents– Analyst: Historical reporting– Health Manager: System management– Role Editor: Roles based access

Powerful set of applications for campaign and systems management


Continuously monitors for any undesirable activities – All data transmissions including user name and

password are encrypted; all passwords are aged– Telnet sessions and ftp sessions are secured– All communications between agent desktop and

dialer are encrypted and use SSL– Database connection and data transfer also secured

over SSL using Oracle Wallets– Supervisor Auditor Role helps monitor log-in

behaviors and unauthorized attempts to gain access

Systems and Data Security

Gain the piece of mind that your customer information is safe


Stay Fully Compliant while Optimizing Service

Industry leading call detection ensures compliance to Nuisance Calling abandon rates and connect time requirements

Cruise Control provides system controlled compliance with regulations from agencies such as the FTC or Ofcom while optimizing service level attainment

Cruise Control designed to adjust pacing to Desired Service Level without ever going under user-defined Service Level setting

8AM 8:15 8:30 8:45 9:00 9:15 9:30 9:45 10:0010:1510:3010:4511AM94%

95%

96%

97%

98%

99%

100%

Avaya Cruise Control

Desired Service Level Manual Adjustements Avaya Cruise Control

Campaign Time

Actu

al S

ervi

ce L

evel

Patented call detection and Cruise Control ensure compliance


Application Interface Support

• Agent API for custom desktop development or integration with existing desktop applications, e.g., synTelate

• Event Service API for integrations with 3rd party applications, e.g., Call Recording, Wall-Boards, etc.

• PC Analysis for extraction of raw historical agent, job, list and statistical data. ODBC access to the Oracle database

• SNMP alarm support for agent events and PG230 switch alarming for system, card and port status

Agent System Reporting Telephony

Proactive Contact Interfaces


Deployment Options

Proactive Contact Bundle– Rack mountable PG230 switch based system includes all

hardware

Proactive Contact w/PG230– Identical to Bundle but customers can purchase all non-

PG230RM hardware

Proactive Contact with CTI– “Soft-dialer" using same robust dialing software but uses

Aura® Communication Manager for dialing and call classification

27

28Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 28

LAN/WAN

Local, Remote, At-Home

PSTN (outbound)

Outbound LinesT1, E1, h.323

Agents, Transfers, InboundT1, E1, h.323

Typical “Standalone” PG230 Deployment

PSTN (inbound)

Any Switch*

Customer Data Repository

Supervisor Workstations

Data

Voice

Agent Pool

*Some exceptions with Agent Blend

Proactive Contact

PG230


Agent Blending with Aura® Contact Center

LAN/WAN

CS1000 or MBT

Supervisor Workstations

AACC 6.0 SP3 or AACC 6.1Contact Management Framework


PSTNPSTN


Proactive Contact 5 or later required



DataVoiceCTI

Agent Pool

Proactive Contact


What’s New in Proactive Contact 5 - Highlights

Feature Description Benefit

Enhanced Cell Phone Detection

Fine tunes control of Enhanced Call Progress Algorithm when campaigns focus on mobile phone users

Enhance campaign effectiveness and agent productivity

Multi-Unit Select for Unit Work List Jobs

Enables agents to log into one, many or all Unit IDs within a single job

Enhance customer service and agent productivity by improving skills matching

Virtual Job “Opt-Out” Enables customer to speak to a live agent during a Virtual messaging job

Improves customer satisfaction and retention

Agent Blend Support for Avaya Aura® Contact Center

Provides predictive and proactive Agent Blend support for CS1000 and Medium-Size Business Template CM systems

Improve customer service response, contact center performance and agent productivity.

PG230 IP Card Full support for h.323 trunks. Enables connectivity of outbound trunks directly from carriers along with inbound, transfer and agent trunks between Proactive Contact PG230 and customer's ACD/PBX

Lower total cost of ownership

Improving Campaign Effectiveness and Agent Productivity


What’s New in Proactive Contact 5 - Details

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

Plus other Miscellaneous Improvements

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

Hardware and Software

GRIP

GRIP

GRIP

GRIP

GRIP

GRIP

GRIP

GRIP

GRIP

SMTP Support

Customer Driven Enhancements


Software and Hardware Support

•Software Support Only•Software Support Plus Upgrades•24x7 Support Model

Software

•24x7 Remote Support•24x7 Remote Support w/next-day parts

shipping•24x7 Onsite Support•8x5 Onsite Support

Hardware


Proactive Contact Summary

Call Progress

98.9% Accurate

Enhanced cell Phone

Detection

Predictive Dialing

Lowest Agent Wait Time with

Lowest Abandon Rate

Manual Control with

Expert Calling

Automation with Cruise

Control

Blending


Agent Blend – Predictive

Agent Blend – Proactive

System Admin

Unified Administration

and Configuration

Multiple-dialer Real-Time and

Historical Reporting

Multi-dialer Administration

System Health

Security

99.9% Uptime

Linux Server with RAID5

Health Manager

Scalability

Virtual Dialer

432 Agents on a Single System

1728 Agents in a "pod"

Up to 345,000 Busy Calls per

Hour

Call Progress

98.9% Accurate

Enhanced cell Phone

Detection

Predictive Dialing

Lowest Agent Wait Time with

Lowest Abandon Rate

Manual Control with

Expert Calling

Automation with Cruise

Control

Blending


Agent Blend – Predictive

Agent Blend – Proactive

System Admin

Unified Administration

and Configuration

Multiple-dialer Real-Time and

Historical Reporting

Multi-dialer Administration

System Health

Security

99.9% Uptime

Linux Server with RAID5

Health Manager

Scalability

Virtual Dialer

432 Agents on a Single System

1728 Agents in a "pod"

Up to 345,000 Busy Calls per

Hour


Why Avaya? Why Avaya Proactive Contact?

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“Best in class” solutions that enable you to deliver a superior customer experience at the lowest cost

A solution that addresses your needs

15th generation solution driven by our customers

Industry leading call detection and predictive dialing

Relentless focus on agent productivity

Fully integrated solution

Best in Class Platform

Proven reliability and award winning service

99.9+% documented uptime over 8+ years

Multiple year J.D. Powers and Associates Award winner

Global presence in over 90 countries

Service and Support

#1 in contact centers and outbound

Recognized global leader by industry & technology experts

#1 in outbound systems in N. America, EMEA

Over 2,000 systems installed worldwide

Market Leadership


Example How it Works

Customer Data Repository (CDR) Desired Customer

Contact List Proactive Contact

Proactive Contact Agents

1. Customer selects a subset of their

CDR and downloads it to Proactive

Contact

2a. Proactive Contact turns subset of customer records into calling lists

2b. Management creates targeted campaigns

3b. Proactive Contact only passes live connects to

agents

4. Results such as Sale, Promise to Pay or Survey Complete

are updated by agents back to CDR in real-

time

Live connects only

3a. Proactive Contact places calls, non-live

connects screened out, and records are marked for host

updates or later recalls

Non-live connects


Investment Protection and Futures

Proactive Contact 4.X and earlier customers– Customers can get a free POM 2.0 media port license for every

10 new agent or agent upgrade licenses– Customers with SSU contracts eligible for free license migration

to POM 3.0 or later– Customers without SSU contracts eligible for upgrade licenses to

POM 3.0 or later NES SER dialer customers

– Customer’s eligible for upgrade licenses to Proactive Contact or POM 3.0 or later and a free POM media port license for every 10 upgraded agents

37


Any Switch

1. Customers place incoming

calls

PSTN

Proactive Contact

Agents

PC Blend or Inbound Agents

2. If overflow thresholds NOT exceeded all calls go to

inbound agents

3. If overflow thresholds exceeded some calls routed to Proactive Contact where they are "blended" to PC

Agents


T1, E

1, h

.323

Note: With Intelligent Call Blending incoming calls

can be routed directly from PSTN to Proactive

Contact's PG230 switch

T1, E1, h.323


Agent Skills

39

Communication Manager

PSTN

Proactive Contact

5. As inbound volume increases (relative to

Agent Blend threshold settings) Proactive

Contact releases one or more agents back to inbound by simply

dropping the Acquire call

Agent Blending

Acquire/ Outbound

VDN

Inbound VDN(s)

Application Enablement

Services (AES)

Agent Headset ConnectionsT1, E1, h.323

1. Customers place incoming calls which

are routed to the Inbound Agent Pool

2. Proactive Contact monitors inbound

VDNs via AES

LAN/WAN

3. As inbound traffic allows, Proactive Contact places

"Acquire" calls to the Acquire VDN via the

headset Connections

4. Agents with an "Outbound" skill are eligible to take the

Acquire call and are "nailed-up" for

outbound once they are acquired

Inbound Agent Pool

Outbound Agent(s)


Avaya Blending with Avaya Aura® Communication Manager

LAN/WAN


Supervisor WorkstationsAES Server


PSTN (outbound) PSTN (inbound)




DataVoiceCTI

Agent Pool

Proactive Contact


Distributed Proactive Contact with Podding

Centralized AdministrationCustomer Data Repository


Primary Proactive Contact


Proactive Contact

• Up to four dialers in a Pod• Centralized Administration

via Proactive Contact Supervisor

• Calling List data can reside on one or more dialers

Data

Voice

Location 1 -- Primary

Location 2 -- Secondary

Location 3 -- Secondary

LAN/WAN


Proactive Contact

PSTN (inbound)

PSTN (outbound)

PSTN (inbound)

PSTN (outbound)

PSTN (outbound)

PSTN (inbound)

Agent Pool

Agent Pool

Agent Pool

Documents

The Power of Proactive Customer Communications