Transcript Customer Interaction Center™

Interaction Dialer™
Innovation in Outbound Campaign Management
Harry Berg
©2006 Interactive Intelligence Inc.
Maintainable
The Traditional “Multi-box” Challenge
Pieces
and
parts
from
multiple
vendors
Integration
via
middleware
More expense
to maintain
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
The Interactive Intelligence Solution
PBX
ACD
IVR
Fax server
Middleware
Voice mail
Call recorder
Dialer
ONE
software
platform
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Interaction Dialer™ - What Is It?
• Outbound Campaign Management built on an innovative multichannel customer communications automation software system
• Single point of administration,
Interaction Dialer™
configuration, business rules,
real-time monitoring
and user interface
Interaction
Attendant –
Outbound
Automated IVR
Interaction
Supervisor – realtime campaign
monitoring
Interaction
Administrator –
campaign
management and
agent and blended
queue
configuration
CIC
Agent desktop call and
disposition control
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Effective Agent
Utilization
Why Predictive Dialing?
• Agents in a manual dialing center
– Must look up & dial number, screen
machines/busy/etc, …
– Are connected to targeted parties < 25
minutes per hour
• Agents in a predictive dialing center
– Spend their time collecting money,
processing orders, …
– Are connected to targeted parties > 50
minutes per hour
CUSTOMER VALUE STORY
DSB GROUP reduced wait times from 3 minutes
to 20 seconds and increased their penetration
rate with Dialer from 5 to over 60 percent with a
blended collections contact center.
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Effective Agent
Utilization
The Predictive Algorithm
•
Forecasts when agents will become available based on…
– # of available telephone lines
– Probability of getting no answer, busy, machine, etc
– Average length of each conversation
– Average wrap-up time needed to enter data, etc
Other dialer methods are available
– Preview
Presents agent with info on targeted party
Agent manually initiates dialing by pressing a button
– Power
System dials once agent becomes available (no prediction)
– Agentless
System presents an IVR to the caller
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Call Staging!
• All campaign calls can be divided into stages
•
•
•
•
Stage 0 - Introduction
Stage 1 - Sales Pitch
Stage 2 - Objections
Stage 3 - Billing Information
• Each stage signifies a part of a call that can be tracked
• Tracks the probability of a call ending in a stage,
average stage length and standard deviation
• Staging can be monitored in real time.
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Call Staging
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Blended Inbound and Outbound
Web Chat
Customer Interactions:
Inbound
Phone Calls
Multi-media ACD and
Interaction Dialer®
e-mail inquiry
Outbound
Phone Calls
Key Features:
Web
Services
CIC
E-mail
Services
Telephony
Services
Campaign
Data
Interaction Dialer®
Server
Event
Processor
Single point of administration
Single agent scripting
Compliance
One point of integration
Routing rules and skills reuse
Blending based on volume of any
media or outbound application
requirements
CUSTOMER VALUE STORY
Interaction
Processor
Business
Rules
–
–
–
–
–
–
ACD
Server
Agent Interaction:
Interaction Scripter
& Interaction
Client®
1-800-PetMeds increased productivity by
calling leads via outbound when inbound
queue is idle.
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Effective Agent
Utilization
Blending Inbound and Outbound
• Why add outbound to an inbound contact center?
–Every inbound interaction is an opportunity for follow-up
–Be proactive - Wow your customers
–Make the most of agent time
(example)
5p
m
3p
m
Not Blended
Blended
1p
m
• Interaction Dialer
allows throttling
of outbound based
on inbound volume
Agent Utilization
11
am
–Be prepared
100
90
80
70
60
50
40
30
20
10
0
9a
m
• Outbound dialing
generates inbound
call backs
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Use Multi-modal (aka. Agentless)
Campaigns
Effective Agent
Utilization
• Making the most of every dial
• Does not require agents
• Decide what to do when you reach…
–An answering machine: play a
message, hang up, …
–A fax machine: send a fax,
hang up, …
–A live person: IVR profile,
play message, connect to agent, …
–A live person, but no
available agents: play a message, …
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Maximize Revenue via scripting
Interaction EasyScripter
• Visual script designer - build
scripts as flow charts
• Create and edit campaigns quickly
• Designed for use by call center
supervisors as well as
advanced users
• Over 100 pre-defined controls
shipped with product
• Integrated with CIC & Dialer
Interaction EasyScripter
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Monitor &
Analyze
Tabular & Graphical Real-time Data
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Maintainable
Simplified Administration
Interaction Administrator®
to configure system,
user and workgroup
resources
Campaign Management
configured in Interaction
Administrator via the
Interaction Dialer container
All outbound sites can be
managed from a single
Interaction Administrator
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Maintainable
Simplified Dialer Administration
• Wizards – Workflows and Campaigns
• Default Templates – Pre-loads Values
• Database Tables Managed
–Customer loads their contact list
–Dialer verifies appropriate structure in contact list including
indexing
–Interaction Dialer manages creation of related tables
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•
•
•
Call History
Call Reschedules
Agent Statistics
Etc
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Single Set of System Monitoring Tools
Interaction Supervisor
• Real time system
monitoring
• System alerts
and notifications
• SNMP monitoring
• Event logging and
log retrieval
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Built-in Phone System
Business Users:
Interaction
Client®
Customer
Interaction:
Phone Call
Telephony
Services
Data
Services
Customer
Data
CIC
Event
Processor
Executive
Style
Phones
PBX and IP PBX
Key Features:
– Standard PBX features
– Support for standard SIP-based
phones for all user types
– Switching
– Integrated Find me/Follow me “Rules
– Call Coverage options
– Same powerful Interaction Client for
Business Users and Agents
– With Interaction Dialer – no need for a
third party PBX
Interaction
Processor
Business
Rules
ACD
Server
Agent
Interaction:
Interaction
Client®
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Web Services
Live agent Web chat
& collaboration
Customer
Interaction:
Web Chat
Key Features:
CIC
–
–
–
–
–
–
–
–
Web
Services
Data
Services
Customer
Data
Event
Processor
Web events use same
ACD routing rules
In Queue Status Information
Agent Picture
Automated Greeting
Spell check
Standard Text Responses
Multi-Lingual Web Chat
Interaction
Processor
Business
Rules
ACD
Server
Agent
Interaction:
Interaction
Client®
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
E-mail Services
Customer
Interaction:
e-mail inquiry
ACD routing
and prioritization
Key Features:
[email protected]
– Supports same ACD as calls
– Real-time reports
– Multiple e-mails assigned at one time
to agent
– Skills and prioritization
– Agent supervision and escalation
CIC
E-mail
Services
Data
Services
Customer
Data
Event
Processor
Interaction
Processor
Business
Rules
ACD
Server
Agent
Interaction:
Interaction
Client®
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Improve Agent Performance: Recording and
Quality Monitoring with Interaction Recorder®
Effective Agent
Utilization
• Build
“scorecards”
• Define
recording rules
• Categorize
recordings and
manage
recording
archives
• Find recordings
and score them
• Use reports to
improve agent
performance
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Recording Management and
Quality Monitoring
Web Chat
Customer Interactions:
Inbound
Phone Calls
Interaction Recorder®
& Interaction Tracker
e-mail inquiry
Outbound
Phone Calls
Key Features:
Web
Services
CIC
E-mail
Services
Telephony
Services
Campaign
Data
Interaction Dialer®
Server
Event
Processor
Single point of administration
Easy “Selector” application
Supports all media types
Quality scoring for all media types
Interaction Recorder Client for quick
retrieval of recordings
– Track all events with Interaction
Tracker
CUSTOMER VALUE STORY
Interaction
Processor
Business
Rules
–
–
–
–
–
Interaction
Recorder®
Server
Recording
Data
Agent Interaction:
Interaction Client®
& Interaction
Recorder Client
Interaction Recorder’s unique compression
algorithm and categorization capabilities
allows Effective Teleservices to improve
quality with major cost savings.
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Regulatory
Compliance
Got Telemarketing Regulations?
• US Telemarketing Regulations
–National “Do-Not-Call” Registry – October 1, 2003
–Abandon Call Restrictions – October 1, 2003
–Message Announcement – October 1, 2003
–Compliance Reports – October 1, 2003
–Transmission of Caller ID – January 29, 2004
–Still changing
• European Regulations will be coming soon.
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Regulatory
Compliance
Controlling Abandon Rate
• FTC rule: Max 3% abandon rate per campaign per day
• Affects telemarketers. Collections has different rules.
• Predictive Dialer must give control on a per campaign basis
–Max or target rate
–Based on dials/contacts
–What is/is not considered
abandoned
–System vs. called person
hang-ups
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Regulatory
Compliance
Sending Out Caller ID
• Required for Telemarketing
• Inability to send out Caller ID is a significant reason for
switchout or forced upgrade of legacy dialers
• ISDN allows both Caller ID Name and Number to be sent
• Interaction Dialer allows Caller ID Name/Number definition
–Per campaign
–Per call using
contact policies
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Flexible
Contact Policies
• The “can do” power tool
• Difference between Rules and Policies
–Rules: work at the workflow or campaign level
–Policies: work at the call-by-call level
• Policies can be configured before or after the call happens
–Pre Call: decide not to make call or use a different number, …
–Call Analysis: pick best IVR profile based on person’s state, …
–Disposition: inform boss of big sale, …
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Flexible
Contact Policies – Configuration
• Define condition(s) and behavior(s) when conditions met
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Flexible
Flexible by Design
• Flexibility at a reasonable cost is important
– Not everything can be known up front
– Every system needs some amount of personalization
• Configure and Customize
– Interaction Administrator
• Rules – automated management of campaigns and workflows
• Contact Policies – call-by-call automation and control
– Interaction Attendant
• Click-n-drag IVR profile configuration
• Pre-call routing
• Post-call surveys
– Interaction Designer
• Full control with handlers
• Plug in with Contact Policies
– APIs – ClientCOM, CampaignCOM
CUSTOMER VALUE STORY
United Recovery Systems needed to react
quickly to changing data throughout the day and
dynamically loads new list information. They have
over 500 total agents with more than 200 on the
Dialer.
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Flexible
Comprehensive Application Designer
Interaction
Designer®
for advanced
IVR, customized
ACD and full
event and
business rule
processing and
application
integration
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Monitor &
Analyze
Comprehensive Dialer Reports
• Dialer Abandons by Hour - bar graph with summary statistics
• Dialer Abandonment Activity - stacked bar graph showing relative portions of
dials / contacts / abandons
• Dialer Agent Utilization - graphical “at a glance” comparison of agent
performance
• Dialer Agent Utilization by Hour - agent activity categorized by agent, then by
hour
• Dialer Audit Report - detail report showing all administrative activity performed
on configuration
• Dialer Disposition Activity Report - stacked bar graph showing relative
portions of dials / contacts / dispositions
• Dialer Disposition by Hour - bar graph with summary statistics
• Dialer Finishcode Detail by Agent - list of all finishcodes in call history table
categorized by agent
• Dialer Finishcode Summary by Hour
• Dialer Fnishcode Summary by Agent
• Dialer Reason Code Distribution - pie graph showing relative distribution of
dispositions, including distribution of non-connects and connects
• Dialer TSR Call Detail Report - report to help identify TSR compliance
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
High Scale Solution Across Servers
Campaign
Server
Campaign
CIC
CIC
CIC
A
Centralized
Campaign
server
distributes
call handling
• Interaction Dialer™
Distributed Campaigns
across CIC servers
• Each CIC server uses
Interaction Dialer list to
direct calls to agents
• Single set of reports
CIC
+N CIC Servers
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
What does a maintainable system look
like?
Maintainable
• “Plays nice” with IS and the IT infrastructure
• Broader functionality with fewer “moving parts”
• Central point of administration
• One uniform system for contact center agents as well as
business users
• Simple configuration with flexible customization options
• Total control over how communications are managed and
routed
• Be able to say “Yes” more often
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Lower Costs and Investment Protection
• Software approach
• Flexible architecture
• Breadth of functionality for
multi-media and outbound
campaign management
• Single solution vs.
multi-box/silo approach
• Distributed architecture for
high scale campaign
management
Customer Interaction Center® (CIC)
Innovation in IP-based Customer Contact Automation
©2006 Interactive Intelligence Inc.
Thank you!
www.inin.com
Harry Berg
©2006 Interactive Intelligence Inc.