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
3Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
4Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
5Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
6Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
7Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
8Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
9Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
10Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
11Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Proactive Contact Advantages
11
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
12Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
13Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
14Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
15Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
16Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Example How Agent Outbound Blending Works
16
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
17Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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+%
18Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
19Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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!
20Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
21Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
22Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
“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
23Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
24Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
25Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
26Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
27Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
29Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 29
Agent Blending with Aura® Contact Center
LAN/WAN
CS1000 or MBT
Supervisor Workstations
AACC 6.0 SP3 or AACC 6.1Contact Management Framework
Local, Remote, At-Home
PSTNPSTN
Outbound LinesT1, E1, h.323
Proactive Contact 5 or later required
Agents, Transfers, InboundT1, E1, h.323
Customer Data Repository
DataVoiceCTI
Agent Pool
Proactive Contact
30Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
31Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
32Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 32
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
33Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
Intelligent Call 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
Intelligent Call 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
34Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
Why Avaya? Why Avaya Proactive Contact?
34
“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
36Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
37Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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
38Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 38
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
Intelligent Call Blending
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
39Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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)
40Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 40
Avaya Blending with Avaya Aura® Communication Manager
LAN/WAN
Communication Manager
Supervisor WorkstationsAES Server
Local, Remote, At-Home
PSTN (outbound) PSTN (inbound)
Outbound LinesT1, E1, h.323
Agents, Transfers, InboundT1, E1, h.323
Customer Data Repository
DataVoiceCTI
Agent Pool
Proactive Contact
41Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 41
Distributed Proactive Contact with Podding
Centralized AdministrationCustomer Data Repository
Communication Manager
Primary Proactive Contact
Communication Manager
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
Communication Manager
Proactive Contact
PSTN (inbound)
PSTN (outbound)
PSTN (inbound)
PSTN (outbound)
PSTN (outbound)
PSTN (inbound)
Agent Pool
Agent Pool
Agent Pool
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