Acqueon's LCM - For Cisco Unified CCE Dialer - Presentation

List & Campaign Manager

• • The Need • st an ampa gn Overview • Features of LCM • LCM A lications • Reports

anager

About Acqueon

• developing products and solutions for the Cust Cu stom omer er In Inte tera ract ctio ion n Ma Mana na em emen entt CI CIM M industry • Thes These e rodu roduct cts s an and d solu soluti tion ons s use use business logic to deliver a distinctive customer experience by enabling organ za ons o no us n erac w er cust custom omer ers s – bu butt rela relate te

• A n r n l i n l ff r compelling Total Cost of Ownership (TCO), which is further enhanced by rapid deployment • Acqu Acqueo eon n prod produc ucts ts an and d solu soluti tion ons s ha hand ndle le m ons o ransac ons every ay a mu p e sites and are implemented across various , , , Telecom, Healthcare, and Education among others, in over 17 countries

The Need

•

. platinum customer. The customer picks up “ ’ to only call me after 6 PM”  –   – Had you been able to set a preferred

of a customer you would have actually made a sale now

Management • Cust Custom omer er is is cal calle led d on on hi his s / her her mo mobi bile le,, home number, and office landline. Same service. Same day. Three different agents  – You have one one unhappy unhappy customer customer who is tired tired of telling you that you have called c alled before  –  management handling multiple numbers of a customer seamlessly, customer retention would have been higher

Support • Your Your coll collec ecti tion on ag agen ency cy ne need eds s to remi remind nd this customer of his impending due date and amount, but he just refuses to answer his mobile or its always busy  – Failed Failed to meet collection collection target targets s as the customer was not reminded on time  –  channels I could have sent him an SMS today with his reminder while rescheduling the call tomorrow

• customers in the first half of the day and  – Failed Failed to target target specific specific customer customer segments segments  – If my dialer had supported contact l i n nm m r m n I could have controlled the calling pattern as required by my business

The Ans The A Answer nswe werr – Li Lis List st & Campaign Manager CCE Dialer

Dialer • LCM LCM (Lis (Listt & Ca Camp mpai aign gn Ma Mana nage ger) r) fo forr Cisco Unified CCE Dialer provides capabilities for the Unified CCE Dialer • LC LCM M also also off offer ers s outb outbou ound nd cap capab abililit itie ies s Unified CCE platform • LC LCM M of offe fers rs ag agen entt side side SD SDK, K, wh whic ich h ena es agent app cat ons to set business outcomes for contacts handled and control the contact life cycle within the list

• Auto schedulin of cam ai ns – Controls Campaign runtime automatically  – Specif Specify y hours hours of of operat operation ion eac each h day  –   – Specify Specify days days of the the week week itit should should not run  – Specif Specify y Holid Holiday ays s acros across s yea years rs

•

a

an

a n a g e me n

 – Offers Offers multiple multiple calling calling numbe numbers rs with different different times times of operation to be uploaded with individual contacts  – Cont Control rol conta contact ct life life cycle cycle with with the the Dian Dian plan plan  – Switch Switch across across channels channels within within a dial dial plan for the the same contact

• Business Flow Mana ement  – Set mult multipl iple e busine business ss outco outcomes mes for each each camp campaig aign n  – Define Define dial dial plans plans for for indivi individual dual busine business ss outcom outcomes es to maintain maintain contact lifecycle

• Contact selection  – Powerful Powerful contact contact selection selection algorithms algorithms based on market market strategy strategy  –  parameters

• Mu Mult ltii Ch Chan anne nell Con Conta tact ct Ma Mana nage geme ment nt  –   – Market Marketing ing Camp Campaig aigns ns for SMS SMS and Emai Emaill can be execu executed ted..  – Within Within a Voice Voice campa campaign ign conta contacts cts can can be swit switche ched d to SMS or

• Scri tin  – For For SMS SMS an and d Emai Emaill Campa Campaign igns s

• Time zone management • o-no -ca s managemen • De Desi sign gnin ing g camp campai aign gn-s -spe peci cifi fic c agen agentt appl applic icat atio ions ns on the run  – SDK plug in in on Cisco Cisco based based screen screen pops pops to captu capture re Business Outcomes or set Callbacks

• • Open sy system ar archi chitectu cture • Desi ned for uick installation and de lo ment • Supp Suppor ortt for for Un Unif ifie ied d CCE CCE ver versi sion on 7. 7.2 2 & 7.5 7.5

• Controller  – Used by administr administrator ator for LCM administ administratio ration n

• Monitor  – 

• SDK  – Used in custom custom agent agent applicat applications ions to set set busines business s

• Out Out Of Of the the Box Box Web Web ba base sed dA Age gent nt Appl Applic icat atio ion n  – Can be used used with both CAD or CTIOS CTIOS based based agent agent

• Call Guide  – Used in custom custom agent agent app applicat lications ions as an an agent agent questio question n

• can glean benefits of the Unified CCE latf latfor orm m as as tthe he cont contac actt ma mana em emen entt strategy based on business outcomes is seamlessly handled by LCM • LC LCM M enh enhan ance ces s Un Unif ifie ied d CCE CCE list list an and d campaign management capabilities r ng ng n grea er us ness ocus o contact management flows of the

•  – Increases Increases the number number of of product productive ive calls calls to custo customer mer  – Enhan Enhances ces busine business ss return returns s

• In Incr crea ease se cust custom omer ers s cont contac actt po poin ints ts  – Customers Customers can be conta contacted cted across across multip multiple le channels if Voice channel fails

• Enh Enhan ance ce cust custom omer er expe experi rien ence ce  – Reduce Reduce customer customer abandonm abandonment ent and irritation irritation  – Customer Customer are are contac contacted ted at at the right right time time and and through through

Pacing Modes

• Enterprise Dialer • • Prog Progre ress ssiv ive e Emai Emaill (Ema (Emailil Bla Blast ster er als also o • Shif Shiftt con conta tact cts s acr acros oss s cha chann nnel els sw wit ithi hin n the the

• LCM ‘Cisco Voice” acin modes asses the control of dialing to the Unified CCE Dialer • All All lis listt and and campa campaig ign n man manag agem emen entt fea featu ture res s are are execute y t e p at orm • Ca Callll ou outc tcom omes es stat status us are are fed fed ba back ck into into LC LCM M to to Cisco Unified CCE Dialer  L CM

Call Status Cisco

Call Status

To

• In Pro ressive SMS, the s stem sends an SMS from a GSM Modem (multiple GSM modems can also be used) • automated • Mo Most stly ly used used fo forr rem remin inde derr cam campa paig igns ns or a ver s ng new pro uc s o a company Form SMS SMS

Send SMS to

script

GSM GSM modem mod em

L CM DB

• The The syst system em sen sends ds an an Ema Emailil usi using ng SMT SMTP; P; mul multi tipl ple e Emai Emaill • Emai Emails ls out outco come mes s can can be cap captu ture red d for for erro errors rs lik like e “Mai “Maill Box Full”, “Invalid Email ID”, etc and respective Dial Plan • From From an and d Repl Reply y add addre ress ss can can be con confi figu gure red d as we wellll as as Email Blast option is available where same content Email Email will will be be blast blasted ed acro across ss to to multi multi le custo customer mers s

L CM

Form Email Mess Message age in Email

Send Email Using Send Usin g SMTP SMTP config con figured ured .

Update Cont Contact act Dial Plan based

Receiv Receivee Email Erro rrors rs Using

DB

To Customer Email ID From Customer Email Service Provider

Dial Plan

• LCM LCM offe offers rs a very very pow power erfu full res resch ched edul ulin ing g of of cal calls ls us ng a a p an • For For any any call call ou outc tcom ome, e, vari variou ous s set setti ting ngs s can can be  – Reschedu Reschedule le the the call call after after specific specific days, days, hours hours or minutes  – Set m maxim aximum um no. no. of retrie retries s for dialing dialing a conta contact ct  – Adjust Adjust priori priority ty of of a contact contact by increa increasing sing or decreasin it  – Cha Change nge the mode mode o off d dial ialing ing • For exampl example, e, dialing dialing residence residence number number after after failing failing to reach

 – Or clos close e a con conta tact ct

• A mo mode de is ba basi sica calllly y the the nu numb mber er to dial dial ou outt • For For a dial dial plan plan vari variou ous s mod modes es can can be be set set • Basi Basic c mod modes es are are like like ho home me,, offic office e or or mobi mobile le num numbe berr • will automatically change modes while rescheduling a call when a mode is no longer valid for dialing out • Modes can have wei hta e attached to them and the mode with the highest weightage is selected when multiple modes are valid at any given time t ime

• A dial dial lan lan mo mode de can can be acro across ss chan channe nels ls • For For exa examp mple le,, a mob mobilile e num numbe berr mod mode e can can be with channel type voice as well as channel type • Mo Mobi bile le – voic voice e wi with th high higher er prio priori rity ty,, dial dialin ing g ou outt ‘ ’, for a SMS throug through h the mobile mobile – SMS mode mode

• LCM off offers ers the flexib flexibilit ility y tto o design design a Dial Dial Plan Plan based based on us ness ness utcom utcomes. es. • De Depe pend ndin ing g on on the the Succ Succes ess s or or Fai Failu lure re stat status us of an outcome a contact can be closed, ‘Do Nothing’ or resc e u e as requ re . • Cu Cust stom omer ers s need need not not u upl ploa oad d fres fresh h cont contac acts ts eve every ry day day into different campaigns. campaigns.

.. • • Each Each cont contac actt has has mu mult ltip iple le nu numb mbers ers,, hom hom • Cu Cust stom omer er wan wants ts to call call eac each h num numbe berr at at eren mes o ay

.. • Custo ustom mer is calle lled fo for the the firs firstt me a s ome num er a 08:00, It being “Busy”, it is rescheduled • 08:30 and 09:00 on his home number and each time it is busy • Now when the contact is is rescheduled for 09:30, instead of the home number, it is scheduled for Office number as Office1 is For any voice failure outcome like “Busy”, “No Answer”, Answer”, etc it is set to be rescheduled after 30 retries for each number

• Sim Simila ilarly rly if if off offic ice e nu numbe berr wo would uld fail continuously it would reschedule for the mobile mode

.. •

..  – Customer Customer is is running running a collecti collection on campaig campaign n – office and mobile different times of day  – Also Also send send a SMS and and Email Email coll collect ection ion

,

.. • •

•

•

Init In itia ialllly y the the dial dialin ing g patt patter ern n is is sim simililar ar to to .. Now if mo mobi bile le nu numb mber er wo woul uld d fa failil continuously it would reschedule for the Mobile Mobile – SMS mode mode and and an SMS SMS would be sent with the required message On the the dial dial pla plan itit is is set set,, on on Suc Succ cess ess of SMS SMS set for for Email Email mode mode the contact would immediately reschedule for Email, so an Email would be sent with the required message , of Email set for Voice for the next day, so the contact would be rescheduled for the next day for home1 mode

.. • numbers are uploaded • Cust Custom omer er firs firstt wan wants ts to send send a S SMS MS to th the e mo e su scr er o n orm o e upcoming Survey • On th the e Suc Succe cess ss of send sendin ing g the the SMS SMS the the mobile number should be called

..

For Success outcome of SMS it is set to be rescheduled after 2 minutes for Mobile Voice Mode

• Customer is is first se sent an an SMS with the impending Survey message • n uc uccess o e the contact is immediately rescheduled for Mobile –  Voice Channel • Customer is is now ca called led on on

Contact Selection

• in different modes  –  • Select Select fresh fresh uploade uploaded d contac contacts ts that that h have ave been never dialed before • Select Select old uploaded uploaded contacts contacts that have bee been n never never dialed before

 – Increa Increase se Marke Markett Penetr Penetrati ation on • Select Select resche reschedul duled ed contac contacts ts

Callback contact - Dec Decrea reasin sing g priorit priority y

Callback contact - Dec Decrea reasin sing g priori priority ty

Callback contact - Dec Decrea reasin sing g priorit priority y

Non dialed contact - a es es up up oa e contacts - Dec Decrea reasin sing g priorit priority y

Non dialed contact es u p o a e contacts - Dec Decrea reasin sing g priori priority ty

Reschedule contact - c e u e now - Dec Decrea reasin sing g priorit priority y

Non dialed contact - Old Oldest est upl upload oaded ed contacts -

Non dialed contact - Lat Latest est upl upload oaded ed contacts -

Non dialed contact - Old Oldest est upl upload oaded ed contacts -

Reschedule contact - Dec Decrea reasin sing g priorit priority y

Reschedule contact - Dec Decrea reasin sing g priori priority ty

Non dialed contact - Lat Latest est upl upload oaded ed contacts - Dec Decrea reasin sing g priorit priority y

Parameters • LCM LCM pro provi vide des s spe specif cific ic pa para ramet meter ers s for for un uniq ique ue Contact Selection –

pec y pre erre a ng me ange or n v ua Contacts  – Specify Specify Time Zone for Individua Individuall Con Contacts tacts  – Assign Assign speci specific fic Busine Business ss Priorit Priority y to Individual Individual Contacts

Business Parameters • Any number of custom queries designed on a per campaign . • LCM will execute such us ness specific queries for contact selection.

Algorithms

available and can be used based on

Scripting

• which can be configured using visual basic • SMS Script – scr p s are use o orm e ex o be sent  – , interact with the business application online to

•  – Email scripts scripts are used to form form the the Email Email .  – Using a standard standard template, template, or using using html html with pictures and attachments; the script can interact with the business application online to form the Email Script.

Time zone & DNC

• While u loadin contacts, time zones can be specified for each contact • LC LCM M wil willl int inter erna nalllly y reca recalcu lcula late te th the e mod mode e sta start rt • If no time time zone zones s are are spec specif ifie ied d the then n loc local al LC LCM M time zone is used

• DNC filterin is done onl while u loadin contacts • DN DNC Cd dat atab abas ase e is no nott mai maint ntai aine ned db by yL LCM CM,, but but th the e customer needs to maintain and update the DNC • LCM, LCM, wh whilile e upl uploa oadi ding ng con conta tact cts s will will conn connec ectt to th the e customer DNC database and check if the contact is in • Once Once up uplo load aded ed,, new new cha chang nges es to to the the DN DNC C list list nee needs ds to be manually refreshed using the controller • DN DNC C lis listt can can be camp campai aign gn spec specif ific ic,, tha thatt mea means ns campaign specific DNC filtering can be done

 – –

• campaigns and set details like  – Paci Pacing ng mo mod de  – Ca Camp mpai aign gn run run times – Dial pl plan – me zone  – Ca Callll ou outc tcom omes es

• Cam ai n Runtime  – Spec Specif ify y Dat Date e ran range ge..  – Spec Specif ify y dai daily ly sta start rt and and sto time.  – Spec Specif ify y diff differ eren entt star startt and stop times in a da shifts .  – Spec Specif ify y hol holid iday ays s for for a year and apply to cam ai ns.  – Spec Specif ify yd day ays s tthe he campaign will run in a week.

• Cont Contac acts ts can can be be upl uploa oade ded d thro throug ugh h the the cont contro rolle llerr • ontacts can e up oa e y connect ng to a ata ase or by selecting an upload file containing delimited data • Select the modes • Sele Select ct fie field lds s like like pri prior orit ity, y, mom momen ent, t, age agent nt ID, ID, tim time e zone zone • Map busine iness data fiel ields • U load contacts usin auto u loader • For For Emai Emaill and and SMS SMS sepa separa rate tely ly “Me “Mess ssag age” e” or or “Sub “Subje ject ct”” and “Attachment” can be mapped”

• S ecific contacts can be blocked from the uploaded contact list if desired • by campaign and filtered either by business Key or parameters • From the displayed , can be selected and blocked and closed from .

• Specific contacts can be uploaded contact list if desired by campaign and filtered either by business Key or callb callback ack resch reschedu eduled led closed or blocked contacts • From the displayed cont contac acts ts,, s ecif ecific ic con conta tact cts s can be selected and rescheduled rescheduled to a specific date and time or reset as a res con ac

 – –

• crystal reports • Cam ai n monitor and cam ai n re orts • Avai Availa labl ble e in in var variiet ety y of of for forma mats ts – HTML HTML,, Exc Excel el

•

•  

– Ca Camp mpai aign gn

 – Ca Callll ba back ck de deta tailils s  – Ca Callll ou outc tcom ome e  –   – DN DNC C blo block cked ed

– Key spec specif ific ic  –   – Ca Camp mpai aign gn summ summar ary y  –  – User lilist – a ou come  – Busi Busine ness ss ou outc tcom ome e

Cam ai n Summar Re ort

A ent Call Back Re ort

Call Outcome Report

Failed Call Report

Busi Bu sine ness ss Ou Outc tcom ome e Re or ortt

DNC DN C Bl Bloc ock k Lis Listt Re Re or ortt

Key Specific Report

Campaign Summary Report

LCM SDK

• control  –  using the SDK layer • • Set Set Re Regu gula larr Cal Callb lbac acks ks • Set Set Per Perso sona nall Callb Callbac acks ks

Agent

LCM DB

Sett Ou Se Outc tcom ome e •Voice outcomes outcom es •Standard outcomes •Business outcomes •Set internal DNC •Set Campaign specific DNC

Set Callback • enera ca

LCM Agent SDK used

ac

Call Guide scripts

Cisco DB Set Personalized Callback

pop User Interface

• L M r vi r f h B x Web based Agent Application • It rovides all a ent side features like  – Screen Screen pop with with all upload uploaded ed da data ta  – Setti Setting ng Cal Calll Outc Outcom omes es  – Settin Setting g Busi Busines ness s Outc Outcome omes s  – Ma Mark rkin ing g nu numb mber ers s as DNC DNC – e ng eg egu ar or ersona a ac s  – Cha Changi nging ng the the mode mode of of callba callback ck  – 

LCM

LCM Key sent with the Account number field to Unified CCE Dialer

Screen Pop Data Pulled from LCM

Account number passed to CAD or

Cisco Unified CCE Dialer

Processing LCM Key from Account Number

, passes an unique ID (LCM key) in the account number field • When When the the out outbo boun und d ca callll rea reach ches es an age agent nt,, the the Acco Accoun untt number LCM Ke is assed to CAD or a CTIOS based application • The The OOB OOB Agen Agentt Web Web pag page e can can be laun launch ched ed wi with th the the LC LCM M Key, using LCM agent functionalities, screen pop data can be pu e a ong w a u e an o er unc ona es.

Screen Pop

Setting / Callbacks

Call u e

CTI OS Softphone Screen Pop Setting Outcomes / Callbacks / Changing

Call Guide

Call Guide

• Call Call Guid Guide e is is an an a age gent nt qu quest estion ion prompt prompter er whe where re qu quest estion ion answ an swer er sess sess on ons s can can e es gn gne e • Ca Callll Gui Guide de prov provid ides es info inform rmat atio ion n for for th the e age agent nt to effe ef fect ctiv ivel el an answ swer er cust custom omer er ue ueri ries es • The The pos possi sibl ble e ques questi tion on and and pro proba babl ble e ans answe wers rs to to the the question enable the agent to provide a healthy • Desi Design gn mu mult ltip iple le que quest stio ions ns & mul multi tipl ple e ans answe werr flow flow sessions – on gure mu p e s ar ques ons  – Each Each answer answer of of a questi question on can can be conf configu igured red for for the the next next question  – 

• The The SDK SDK inte interf rfac ace e can can be used used to to use use th the eC Cal alll Guid Guide e features on the agent application • Funct Function ionali alitie ties s are are provid provided ed to show show the first first qu quest estion ion selected • Agen Agents ts can can go go forw forwar ard d or ba back ckwa ward rd in in the the seri series es of • Agen Agents ts can can also also en ente terr ext extra ra cus custo tome merr data data for for any any answer to a question • All All que quest stio ions ns wit with h the the answ answer ers s sele select cted ed alo along ng wi with th customer data entered is stored for reporting

• agents reduces the percentage of human error • A ent trainin c cles for se arate business processes are drastically reduced • Can be used b a ents as a Knowled e Base Tool for solving customer queries • Agen Agentt and and cust custom omer er tran transa sact ctio ion n rep repor orts ts are are available to track customer trends

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