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The Power of Proactive Outreach Proactive Outreach Manager Overview Name Title Location/Date
©2010. All rights reserved. Hello Mrs. Jones, we are calling today to alert you about a pending charge to your account… Unified Platform Automating Outbound Campaigns: Voice, , Text Reduce costs send interactive alerts, status changes, appointment reminder messages Increase revenues and margins automate personalized cross-sell / up-sell mass campaigns Improve customer satisfaction anticipate customer needs 2 Thank you for your order! Sign-up for updates and special discounts at today! Thank you for your order! Sign-up for updates and special discounts at today!
©2010. All rights reserved. Self-Funded Roadmap in Action Financial Services Example Loan Loss Account/Loan Restructuring Account Servicing Economic Assistance Programs AttritionSales of New Services Delinquencies Increased Regulations & Volume in Lending High Risk Customers on the Move
©2010. All rights reserved. Key Business Challenges 4 Costs Out of Control Over Budget Low Customer Satisfaction Scores Missing Revenue and Profit Targets Fear Loss of Sensitive Data
©2010. All rights reserved. Business Impact of Proactive Outreach 5 Reduce Cost and Complexity Improve Customer Satisfaction Increase Revenue and Profits Lower Risks, Improve Control
©2010. All rights reserved.6 Proactive Outreach Manager simplifies creation, execution, and management of outbound self service campaigns helping businesses reduce costs, capture more revenue, and improve customer satisfaction Value Proposition
©2010. All rights reserved. Reduce Costs Automating Customer Communications Use Avaya Voice Portal as common platform to: 7 Automate voice, , text alerts, notifications, and campaigns Reduce and shape inbound call center traffic Serve customers more effectively through lower cost channels
©2010. All rights reserved. Promote New Products and New Revenue Leveraging Outbound Automation Increase awareness of new products and services by creating campaigns Generate interest and revenue by automating initial cross-sell/up-sell to Associate agent notification, as required, to complete self service ordering Throttle live support based on sales agent queue times 8
©2010. All rights reserved. Anticipate Needs and Improve Response Utilizing Outbound Notifications Anticipating customer concerns Alerting customers in real time Leveraging communication mode preferences Automating surveys 9
©2010. All rights reserved. Control Campaigns and Coordinate Service While Lowering Costs Control development, updates, timing Coordinate outbound alerts with contact center Throttle campaigns based on queue times Unify management by leveraging Voice Portal Reduce risk of exposing sensitive data 10
©2010. All rights reserved. Dynamic Multimedia Customer Outreach Proactive Outreach Manager Design and execute voice, , text campaigns Personalize delivery of reminders, alerts, promos, more Include full context of interaction when transferring calls Base contact attempts on agent queue time Track and report campaign and customer status in real time Access unified management and administration via browser Simplify management with applications within Voice Portal Support 1,000s of concurrent attempts and interactions Empower you entire business through multi-tenancy Support Do-Not-Call lists, opt-in, opt-out 11
©2010. All rights reserved. Architecture 12 Live Agent (only as needed) Campaign and Customer Data Dialog Designer Application Server (existing or new) Dialog Designer Apps VoiceXML Apps CTI Apps Voice Portal Management System VoiceXML Interpretation Call Classification Telephony Admin/Configuration Licensing Reporting Database Media Processing Platforms Server E Mail SMSC Text PSTN Voice Voice Portal Media Processing Platforms Proactive Outreach Manager Campaign Management SMS Gateway
©2010. All rights reserved. Execute Multiple Concurrent Outbound Campaigns from Single Environment Customer C Customer A SIP Proactive Outreach Live Agent (only as needed) Customer B Voice Text E Mail Welcome Aboard Payment Reminder Product Promotion Subscription Renewals Example Applications
©2010. All rights reserved. 14 Personalize Messages Move from Phone to to Text Busy Ring - No Answer Voic Live Voice Automated Notification Automated Notification Custom Voic message: Sorry we missed you. Your subscription expires today! Please call us at 8XX-XXXX… Attempts additional try in X hours then moves to text or If time sensitive, leaves a message then moves immediately to SMS text or contact Customer SIP Proactive Outreach Live Agent (as needed) Voice Text E Mail
©2010. All rights reserved. Reduce Costs Shape Inbound Traffic Customer SIP Proactive Outreach Customer Agents Voice Text E Mail Customer Voice Transfer as Needed Customer
©2010. All rights reserved. Throttle Outreach on Agent Queues Transfer screen pop with call, as needed Base outreach on agent queue time 16 SIP Proactive Outreach Agents Voice Text E Mail Customer Caller Transfer Customer Reduce Outcall Rate
©2010. All rights reserved.17 Leverage Avaya Voice Portal to Unify Inbound Self Service + Outbound Customer Care Outbound Voice Text E Mail Customer Inbound Customer Voice Voice Portal SIP Proactive Outreach SIP Self Service Live Agent (as needed) Welcome Aboard Payment Reminder Product Promotion Subscription Renewals Product Support Corporate Directory Ordering and Payments Applications
©2010. All rights reserved. Campaign and Systems Management Leverages Voice Portal for unified OA&M Multiple campaigns on same system Multi-tenancy and roles based access Event API for notifications and escalations Administrative or Web Services interfaces Do-Not-Call, campaign, compliance, disposition reports 18
©2010. All rights reserved.19 Manage within Avaya Voice Portal
©2010. All rights reserved.20 Centralize Administration on Voice Portal Administration Logging/Alarming User Roles Licensing
©2010. All rights reserved.21 Access Real-time and Historical Reporting via Voice Portal
©2010. All rights reserved. Optimize Resources with Multi-Tenancy Enable business units to execute their own campaigns Delegate by role Centralize control Share general lists and status 22
©2010. All rights reserved. Segregated Management Within Multi-tenant View 23
©2010. All rights reserved. Multi-tenant Client View Example Using Sales Client 24
©2010. All rights reserved. Designing Campaigns Design applications with Dialog Designer Support time zones and retries that look across attempts and channels Flat file & database connector support (or write your own in Java) Pre-built data connectors for customer status and business rules Web Services interfaces 25
©2010. All rights reserved.26 Designing Applications with Dialog Designer
©2010. All rights reserved.27 Defining Campaigns
©2010. All rights reserved. Reports Customer Systems Status Contact Selection ODBC Web Services Status Updates Campaign Information Flows E Mail Text Voice Customer Data Campaign Proactive Outreach Manager Management
29 Proactive Outreach Use Cases and Applications – Financial Services SEE NOTE:
©2010. All rights reserved. Customer Experience Life Cycle Challenges Financial Services 75% of new retail checking account cross sales take place within 3 months of initiation (1) (1)The Allant Group, Best Practices for On-boarding New Retail Banking Customers, (2) The Gartner Group, Consumers Care More About Bank Fees Than Security, October 2007, (3) Javelin Research, June 2008, (4) Thomson Financial, July % of consumers say paying off credit cards has become more difficult (3) Revolving debt rose by $5.5B in June08, for 6.9% annual growth (4) Attrition risk highest in first 60 days (1) 30% or more customers leave in first year (1) 1 of 5 consumers switch banks based on fees (2) Retention Collections Acquisition
©2010. All rights reserved.31 Proactive Outreach in Financial Services Collections Sales/cross- sell/up-sell Surveys/ Commercial & CSAT Renewals & Win back Fraud detection Welcome Calls Retention Collections Acquisition
©2010. All rights reserved.32 Enhance On-Boarding Acquisition Use Case Strategy Deliver high touch interaction Expand customer reach Encourage personalization Leverage automation Validate receipt through proactive alerts Offer additional services based on usage patterns Automate outbound calling Improve agent productivity Lower risk, penalties, fees using do not call Tactics Multi-channel New customer welcome Follow-up on missing info Notify customers of key events First bill explanation Multi-channel Proactive automated card activation Remind customer to use their cards Leverage up-selling skills Manage campaign & lists Facilitate enrollment in new services Screen pops to agents Top Benefits Reduce early attrition Improve customer satisfaction Lower cost Decrease process cycle time Lower cost Improve customer satisfaction Increase card usage Increase revenue Improve customer retention Increase right party contact Increase agent productivity New Account Opening Acquisition & Cross-selling/ Up-selling Overdraft
©2010. All rights reserved.33 Personalize Each Experience Retention Use Case Strategy Expand customer reach Preventive and proactive Leverage automation Provide immediate overdraft notification Mitigate customer dissatisfaction by minimizing fee accumulation Enable stickiness through automated renewal reminders Simplify payment, minimize past due Leverage automation Tactics Multi-channel Make transaction completion easy Immediate notification Multi-channel Proactive notification Make fund transfer easy Multi-channel Proactive notification Facilitate paying and renewing Notify when bill payment amount > account balance Certificate of Deposit renewal Top Benefits Improve customer retention Improve customer satisfaction Lower cost Improve customer retention by avoiding fees Improve customer satisfaction Increase revenue Improve customer retention Lower cost Account Status Alerts Renewals & Bill Payments Overdraft
©2010. All rights reserved. Lower Costs and Improve Performance Collection Use Cases Strategy Preventive and service driven contacts Earlier contact increases likelihood of collections Focus on improved agent productivity Expand contact options Tactics Multi-channel account alerts Make paying easy Automation for 100% list penetration Make paying easier and less embarrassing Top agents focus on verified customers Screen pop info to agents Multi-channel contact Skip tracing Top Benefits Lower delinquency Increase customer satisfaction Lower roll rate Lower cost per collection Increase collection rate Increase right party contact Increase agent productivity Increase collection rate Current Accounts Early Stage ( days) Mid-Stage ( days) Late Stage (90+ days)
©2010. All rights reserved. Avaya Advisory Services Formulate a clear plan with predictable business outcomes Services: Ensuring Value & Success Business Communications Advisory Services Identify and qualify business improvement communication strategies Identify business requirements through structured discovery & review Unite business needs and technical capabilities Align with key stakeholders Prioritizes an architectural roadmap which delivers cost savings to help fund future technology investments Assess and prioritize business needs Discover and quantify cost savings opportunities Implement and measure Self-Funded Roadmap Technical Advisory Services Technical support services, including architecture design reviews, network migration analysis, and more Recommendation on design, approach and solutions that can deliver reliable and best- in-class capabilities
©2010. All rights reserved.© 2009 Avaya Inc. All rights reserved.36 End-to-End Avaya Services Maximizing value through a comprehensive suite of services Plan, Design, Integrate Avaya Professional Services Drive business results with communications technology Support Global Support Services Maximize the value of your investment Operate Avaya Operations Services Manage your environment holistically
©2010. All rights reserved. Why Proactive Outreach Manager? Simple design and execution of automated outbound voice, , text campaigns Based on market leading platforms: Avaya Voice Portal and Avaya Proactive Contact Tracking and customer status shared in real time across enterprise campaigns Customer context delivered with call through contact center integration Costs reduced and execution simplified through unified management and administration 37
©2010. All rights reserved. Why Avaya? Over 20 years industry experience and expertise in outbound dialing, IVR, and contact centers Multiple award winner in outbound, IVR, contact centers Comprehensive UC and Contact Center solution set Comprehensive, experienced services and support J.D. Powers & Associates award winning customer service Global ecosystem with over 10,000 Avaya Partners Over 4,000 certified Avaya Developer Partners 38
©2010. All rights reserved Speech Technology Excellence Award Winner for Proactive Outreach Manager Winners of the Speech Technology Excellence Awards have demonstrated to the editors of Customer Interaction Solutions that their products are exemplary in the speech technology industry. These products have proven superior capability and ultimately improved the bottom line for customers, said Rich Tehrani, CEO, TMC. The 2010 Speech Technology Excellence Award acknowledges companies that have successfully embraced technologies that give them the competitive edge over contact centers failing to embrace speech solutions. Tehrani added. Source: voicexml/articles/99069-customer-interaction-solutions- magazine-announces-2010-speech-technology.htmhttp://ivr.tmcnet.com/topics/ivr- voicexml/articles/99069-customer-interaction-solutions- magazine-announces-2010-speech-technology.htm
41 thank you
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1 Where is the O(penness) in SaaS? Make sure youre ready for the next wave … Jiri De Jagere Senior Solution Engineer, Progress Software Session 123.
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