List & Campaign Manager

for Unified CCE Dialer

Overview
Agenda
• About Acqueon
• The Need
• List
Li t and
d Campaign
C i MManager (LCM)
Overview
• Features of LCM
• LCM Applications
pp
• Reports
About Acqueon
Acqueon Technologies Inc
• Acqueon Technologies Inc specializes in
developing products and solutions for the
Customer Interaction Management g ((CIM))
industry
• These pproducts and solutions use
business logic to deliver a distinctive
customer experience by enabling
organizations
i ti tto nott jjustt iinteract
t t with
ith their
th i
customers – but relate
Acqueon Technologies Inc
• Acqueon products and solutions also offer a
compelling Total Cost of Ownership (TCO),
which is further enhanced by rapid
d l
deployment
• Acqueon products and solutions handle
millions
illi off ttransactions
ti every d
day att multiple
lti l
sites and are implemented across various
verticals such as Banking
Banking, Insurance
Insurance, Retail
Retail,
Telecom, Healthcare, and Education among
others, in over 17 countries
The Need
The Need – Contact Management
• It is 2PM.
2PM The telemarketing agent calls a
platinum customer. The customer picks up
and rudely shouts “didn’t
didn t I tell you guy
to only call me after 6 PM”
– You just lost your business with this customer
– Had you been able to set a preferred
calling time based on the individual needs
of a customer you would have actually
made a sale now
The Need – Campaign
Management
• Customer is called on his / her mobile,
home number, and office landline. Same
service. Same day. Three different
agents
– You
Y h have one unhappy
h customer who
h iis tired
i d
of telling you that you have called before
– Had you been able to do better contact
management handling multiple numbers of
a customer seamlessly, customer
retention would have been higher
The Need – Multi Channel
Support
• Your collection agency needs to remind
this customer of his impending due date
and amount, but he just refuses to
answer his mobile or its always busy
– Failed
F il d to meet collection
ll i targets as the
h
customer was not reminded on time
– If my dialer had supported multiple
channels I could have sent him an SMS
today with his reminder while rescheduling
the call tomorrow
The Need – List Management
• You need to call your high value
customers in the first half of the day and
then call others
– Failed to target specific customer segments
based on business demands
– If my dialer had supported contact
selection based on my customer segments
I could have controlled the calling pattern
as required by my business
 The Answer – List &
Campaign Manager
(LCM) for Cisco Unified
CCE Dialer
LCM for Cisco Unified CCE
Dialer
• LCM (List & Campaign Manager) for
Cisco Unified CCE Dialer provides
powerful List & Campaign management
capabilities for the Unified CCE Dialer
• LCM also offers outbound capabilities
for SMS and Email channels over the
Unified CCE platform
• LCM offers agent side SDK, which
enables
bl agentt applications
li ti tto sett
business outcomes for contacts handled
and control the contact life cycle within
th list
the li t
Features
• Auto scheduling
g of campaigns
p g – Controls
Campaign runtime automatically
– Specify hours of operation each day
– Specify different hours of operation for specific days
– Specify days of the week it should not run
– Specify Holidays across years
• Dial
Di l Pl
Plan M
Managementt
– Offers multiple calling numbers with different times of
operation to be uploaded with individual contacts
– Control contact life cycle with the Dian plan
– Switch across channels within a dial plan for the
same contact
Features
• Business Flow Management
g
– Set multiple business outcomes for each campaign
– Define dial plans for individual business outcomes to maintain
contact lifecycle
• Contact selection
– Powerful contact selection algorithms based on market strategy
– Allows custom contact selection filters based on business
parameters
• Multi Channel Contact Management
– Supports SMS and Email Channels
– Marketing Campaigns for SMS and Email can be executed.
– Within a Voice campaign contacts can be switched to SMS or
Email. Very useful for Business like Collections
Features
• Scripting
p g
– For SMS and Email Campaigns
• Time zone management
• Do-not-call
Do not call list management
• Designing campaign-specific agent applications
on the run
– SDK plug in on Cisco based screen pops to capture
Business Outcomes or set Callbacks
• Strong historical reporting of campaigns
• Open system architecture
• Designed
g for q
quick installation and deployment
p y
• Support for Unified CCE version 7.2 & 7.5
LCM Applications & SDK
• Controller
– Used by administrator for LCM administration
• Monitor
– Used by supervisors for historical reports
• SDK
– Used in custom agent applications to set business
outcomes or set callbacks
• Out Of the Box Web based Agent Application
– Can be used with both CAD or CTIOS based agent
applications
• Call Guide
– Used in custom agent applications as an agent question
prompter
Business Benefits
• Business verticals like the financial sector
can glean benefits of the Unified CCE
platform as the contact management
p g
strategy based on business outcomes is
seamlessly handled by LCM
• LCM enhances Unified CCE list and
campaign management capabilities
b i i iin greater
bringing t bbusiness
i ffocus tto
contact management flows of the
organization
Business Benefits
• Maximizes yield from the records
– Increases the number of productive calls to customer
– Enhances business returns
• Increase customers contact points
– Customers can be contacted across multiple
channels if Voice channel fails
• Enhance customer experience
– Reduce customer abandonment and irritation
– Customer are contacted at the right time and through
the right channel
Pacing Modes
Pacing Modes
• Voice using the Cisco Unified CCE
Enterprise Dialer
• Progressive SMS
• Progressive Email (Email Blaster also
supported)
• Shift contacts across channels within the
same campaign as desired
Cisco Voice
• LCM ‘Cisco Voice” p pacingg modes ppasses the
control of dialing to the Unified CCE Dialer
• All list and campaign management features are
executed dbby the
h LCM platform
l f
• Call outcomes status are fed back into LCM to
execute dial plans and business outcomes
Cisco Unified To
CCE Dialer customer
LCM Call Status
Cisco
DB DB
Call Status
Progressive SMS
• In Progressive
g SMS, the system
y sends an SMS
from a GSM Modem (multiple GSM modems can
also be used)
• No agents are involved and the system can be
automated
• Mostly used for reminder campaigns or
advertising
d ti i new products
d t off a company
Form SMS Send SMS to
message in SMS mobile # using
script GSM modem
LCM

DB
Progressive Email
• The system sends an Email using SMTP; multiple Email
outbound engines can be configured
• Emails outcomes can be captured for errors like “Mail
Box Full”, “Invalid Email ID”, etc and respective Dial Plan
can be applied
• From and Reply address can be configured as well as
Email Blast option is available where same content
Email will be blasted across to multiple
p customers
Form Email Send Email Using To Customer
Message in Email SMTP configured
Script for Outbound. Email ID

LCM Update Contact Receive Email From

Dial Plan based Errors Using
on Email Error POP3 Customer
Email Service
DB Provider
Dial Plan
Dial Plan
Dial Plan
• LCM offers a very powerful rescheduling of calls
using
i a didiall plan
l
• For any call outcome, various settings can be
done to govern the future behavior
– Reschedule the call after specific days, hours or
minutes
– Set maximum no. of retries for dialing a contact
– Adjust priority of a contact by increasing or
decreasing it
– Change the mode of dialing
• For example, dialing residence number after failing to reach
the customer on his mobile phone number
– Or close a contact
Dial Plan - Modes
• A mode is basically the number to dial out
• For a dial plan various modes can be set
• Basic modes are like home, office or mobile number
• Modes can have different start and end times and LCM
will automatically change modes while rescheduling a
call when a mode is no longer valid for dialing out
• Modes can have weightage attached to them and the
mode with the highest weightage is selected when
multiple modes are valid at any given time
Dial Plan – Across Channels
• A dial p
plan mode can be across channels
• For example, a mobile number mode can be
with channel type voice as well as channel type
SMS
• Mobile – voice with higher priority, dialing out
fails due to ‘No
No Answer
Answer’, it can be rescheduled
for a SMS through the mobile – SMS mode
Dial Plan – Business Outcomes
• LCM offers the flexibility to design a Dial Plan based on
B i
Business O
Outcomes.
t
• Depending on the Success or Failure status of an
outcome a contact can be closed, ‘Do Nothing’ or
rescheduled
h d l d as required.
i d
• Customers need not upload fresh contacts every day
into different campaigns.
Dial Plan & Modes - Voice
Dial Plan & Modes - SMS
Dial Plan & Modes - Email
Customer Scenario ..1
1
• Customer is running a collection campaign
• Each contact has multiple numbers, home,
office and mobile
• Customer wants to call each number at
diff
different
t times
ti off day
d
Configured Dial Plan ..1
1
For any voice failure outcome
like “Busy”, “No Answer”, etc it is
set to be rescheduled after 30
minutes for a maximum of 4
retries for each number
• Customer is called for the first
ti
time att his
hi hhome number
b att
08:00, It being “Busy”, it is
rescheduled
• The contact is tried again at
08:30 and 09:00 on his home
number and each time it is busy
• Now when the contact is
rescheduled for 09:30, instead of
the home number, it is scheduled
for Office number as Office1 is
valid mode after 9:00 AM
• Similarly if office number would
fail continuously it would
reschedule for the mobile mode
Customer Scenario ..2
2
• Same as Customer Scenario ..1
1
– Customer is running a collection campaign
– Each contact has multiple numbers
numbers, home
home,
office and mobile
– Customer wants to call each number at
different times of day
• Additionally
– Also send a SMS and Email collection
message if unable to contact by Voice
Configured Dial Plan ..2
2
• Initially the dialing pattern is similar to
Configured Dial Plan ..2 2
• Now if mobile number would fail
continuously it would reschedule for
the Mobile – SMS mode and an SMS
wouldld be
b sentt with
ith th
the required
i d
message
• On the dial plan it is set, on Success
of SMS set for Email mode,, the
contact would immediately reschedule
for Email, so an Email would be sent
with the required message
• On the dial plan it is set
set, on Success
of Email set for Voice for the next day,
so the contact would be rescheduled
for the next day for home1 mode
Customer Scenario ..3
3
• Customer is a Telco and only mobile
numbers are uploaded
• Customer wants to conduct a survey
• Customer first wants to send a SMS to the
mobile
bil subscriber
b ib tto iinform
f off th
the
upcoming Survey
• On the Success of sending the SMS the
mobile number should be called
Configured Dial Plan ..3
3
• Customer is first sent an
SMS with the impending
Survey message
• On
O Success
S off the
th SMS
the contact is immediately
rescheduled for Mobile –
Voice Channel
For Success outcome of SMS it
is set to be rescheduled after 2 • Customer is now called on
minutes for Mobile Voice Mode the mobile number
Contact Selection
Contact Selection
• LCM can be configured to select contacts
in different modes
– Increase Market Spread
• Select fresh uploaded contacts that have been
never dialed before
• Select old uploaded contacts that have been never
dialed before
– Increase Market Penetration
• Select rescheduled contacts
Contact Selection – Flows
Callback contact Callback contact Callback contact
- Scheduled now - Scheduled now - Scheduled now
- Decreasing priority - Decreasing priority - Decreasing priority

Non dialed contact Non dialed contact Reschedule contact

- Latest
L t t uploaded
l d d - Oldest
Old t uploaded
l d d - Scheduled
S h d l d now
contacts contacts - Decreasing priority
- Decreasing priority - Decreasing priority

Non dialed contact Non dialed contact Non dialed contact

- Oldest uploaded - Latest uploaded - Oldest uploaded
contacts contacts contacts
- Decreasing priority - Decreasing priority - Decreasing priority

Non dialed contact

Reschedule contact Reschedule contact
- Latest uploaded
- Scheduled now - Scheduled now
contacts
- Decreasing priority - Decreasing priority
- Decreasing priority
Key Contact Selection
Parameters
• LCM provides specific parameters for unique
Contact Selection
–SSpecify
if preferred
f d Calling
C lli TiTime RRange ffor IIndividual
di id l
Contacts
– Specify
p y Time Zone for Individual Contacts
– Assign specific Business Priority to Individual
Contacts
Contact Selection – Using
Business Parameters
• Any number of
custom queries
can be
designed on a
per campaign
basis.
basis
• LCM will
execute such
B i
Business
specific queries
for contact
selection.
l i
Inbuilt Contact Selection
Algorithms

• Inbuilt Contact Selection algorithms are

available and can be used based on
Business strategy
Scripting
Scripting
• LCM offers powerful scripting options
which can be configured using visual basic
scripting
• SMS Script
– SMS scripts
i t are usedd to
t form
f the
th SMS text
t t to
t
be sent
– Using a standard template
template, the script can
interact with the business application online to
form the SMS Script
Typical SMS Scripting
Scripting
• Email Script
– Email scripts are used to form the Email
message to be sent
sent.
– Using a standard template, or using html
headers an html based script can be created
with pictures and attachments; the script can
interact with the business application online to
form the Email Script.
Typical Email Scripting
Time zone & DNC
Time Zone Management
• While uploading
p g contacts, time zones can be
specified for each contact
• LCM will internally recalculate the mode start
and end times depending on the time zone
• If no time zones are specified then local LCM
time zone is used
Do Not Call List
• DNC filtering
g is done only
y while uploading
p g contacts
• DNC database is not maintained by LCM, but the
customer needs to maintain and update the DNC
database
• LCM, while uploading contacts will connect to the
customer DNC database and check if the contact is in
DNC database
• Once uploaded, new changes to the DNC list needs to
be manually refreshed using the controller
• DNC list can be campaign specific, that means
campaign specific DNC filtering can be done
 LCM Controller –
Administrative Tool
LCM Controller
Campaign Management
• Create new
campaigns and
set details like
– Pacing mode
– Campaign run
times
– Dial plan
– Time
Ti zone
– Call outcomes
Campaign Management
• Campaign
p g Runtime
– Specify Date range.
– Specify daily start and
stop time.
– Specify different start
and stop times in a
dayy ((shifts).
)
– Specify holidays for a
year and apply to
campaigns.
p g
– Specify days the
campaign will run in a
week.
Controller – Contact Upload
Controller – Contact Upload
• Contacts can be uploaded through the controller
• Contacts
C t t can be b uploaded
l d db by connecting
ti tto a d
database
t b
or by selecting an upload file containing delimited data
• Select the modes
• Select fields like priority, moment, agent ID, time zone
• Map business data fields
• Up
Upload
oad co
contacts
ac s us
using
g au
autoo up loader
oade
• For Email and SMS separately “Message” or “Subject”
and “Attachment” can be mapped”
Control Contacts – Block
• Specific
p contacts can be
blocked from the uploaded
contact list if desired
• Contacts can be displayed
by campaign and filtered
either by business Key or
any other business
parameters
• From the displayed
contacts specific contacts
contacts,
can be selected and
blocked and closed from
being picked up by LCMLCM.
Control Contacts – Reschedule
• Specific contacts can be
rescheduled from the
uploaded contact list if
desired
• Contacts can be displayed
by campaign and filtered
either by business Key or
callback,
ca bac , rescheduled,
esc edu ed,
closed or blocked contacts
• From the displayed
contacts,, specific
p contacts
can be selected and
rescheduled to a specific
date and time or reset as a
fresh contact
LCM Monitor –
Reporting Tool
LCM Monitor
• Historical campaign measurement tool using
crystal reports
• Campaign
p g monitor and campaignp g reports
p
• Available in variety of formats – HTML, Excel
Monitor – Historical Reports
• Campaign reports • System reports
– Campaign – Key specific
summary – Failed calls
– Call back details – Campaign summary
– Failed call report – Campaign list
– Call outcome – User list
– Business outcome – Call
C ll outcome
t
– DNC blocked – Business outcome
Campaign
p g Summary
y Report
p Agent
g Call Back Report
p

Call Outcome Report Failed Call Report

Business Outcome Report
p DNC Block List Report
p

Key Specific Report Campaign Summary Report

Monitor – Graphical Reports
LCM SDK
LCM Agent Component
• LCM agent component is an Active X
control
– All functionalities of LCM can be achieved
using the SDK layer
• Set Business Outcomes for a contact.
• Set Regular Callbacks
• Set Personal Callbacks
LCM Agent SDK Methods
LCM DB Agent
Set Outcome
•Voice outcomes
•Standard outcomes
•Business outcomes
•Set internal DNC
•Set Campaign specific DNC
LCM Agent
Set Callback SDK used
•General
G l callback
llb k in screen
pop User
Call Guide scripts Interface

Cisco DB

Set Personalized Callback

 Out Of the Box
Agent Application
Agent Application
• LCM provides a ready to use Out Of the Box
Web based Agent Application
• It p
provides all agent
g side features like
– Screen pop with all uploaded data
– Setting Call Outcomes
– Setting Business Outcomes
– Marking numbers as DNC
– S tti Regular
Setting R l or P
Personall C
Callbacks
llb k
– Changing the mode of callback
– Call Guide
 How does it Work?
LCM Key sent with the Account number field to Unified CCE Dialer
Cisco
LCM
Unified
CCE
Dialer
Screen Pop Data Account number
Pulled from LCM passed to CAD or
based on LCM Key CTIOS Desktop

Processing LCM Key from Account Number

• When LCM uploads contacts into Cisco Unified CCE Dialer

Dialer, it
passes an unique ID (LCM key) in the account number field
• When the outbound call reaches an agent, the Account
number (LCM Key) is passed to CAD or a CTIOS based
application
• The OOB Agent Web page can be launched with the LCM
Key, using LCM agent functionalities, screen pop data can be
pulled
ll d along
l with
ith C
Callll G
Guide
id and
d other
th LCM ffunctionalities.
ti liti
LCM Agent Application

Screen
Pop

Setting
Outcomes
/
Callbacks

Call
Guide
Agent Application With CTI OS
CTI OS
Softphone
Screen
Pop
Setting
Outcomes
/
Callbacks
/
Changing
Numbers

Call
Guide
Call Guide
Call Guide – Features
• Call Guide is an agent question prompter where question
answer sessions
i can bbe d
designed
i d
• Call Guide provides information for the agent to
effectivelyy answer customer queries
q
• The possible question and probable answers to the
question enable the agent to provide a healthy
uninterrupted customer interaction
• Design multiple questions & multiple answer flow
sessions
– Config
Configure
re multiple
m ltiple start q
questions
estions
– Each answer of a question can be configured for the next
question
– Assign individual call guide scripts to specific campaigns
Call Guide Administration
Call Guide SDK Interface
• The SDK interface can be used to use the Call Guide
features on the agent application
• Functionalities are provided to show the first question
and subsequent ones depending on the answers
selected
• Agents can go forward or backward in the series of
questions
• Agents can also enter extra customer data for any
answer to a question
• All questions with the answers selected along with
customer data entered is stored for reporting
Call Guide – Business Benefits
• Availability of standard question and answers to
agents reduces the percentage of human error
• Agent
g training
g cycles
y for separate
p business
processes are drastically reduced
• Can be used byy agents
g as a Knowledge
g Base
Tool for solving customer queries
• Agent and customer transaction reports are
available to track customer trends
 Thank
a You
ou
India Email: sales@acqueon.com
Phone: +91 9840711729 support@acqueon.com
USA
Phone: +1 609 945 3139