©2006 interactive intelligence inc. interaction dialer™ innovation in outbound campaign...

©2006 Interactive Intelligence Inc.

Interaction Dialer™Innovation in Outbound Campaign Management

Harry Berg


Customer Interaction Center® (CIC)Innovation in IP-based Customer Contact Automation

The Traditional “Multi-box” ChallengeMaintainable

Piecesand

partsfrom

multiplevendors

Integrationvia

middleware

More expenseto maintain



The Interactive Intelligence Solution

PBX

ACD

IVR

Fax server

Middleware

Voice mail

Call recorder

Dialer

ONEsoftware platform



• Outbound Campaign Management built on an innovative multi-channel customer communications automation software system

• Single point of administration, configuration, business rules, real-time monitoring and user interface

Interaction Dialer™ - What Is It?

Interaction Administrator – campaign management and agent and blended queue configuration

Interaction Attendant – Outbound Automated IVR

Agent desktop call and disposition control

Interaction Supervisor – real-time campaign monitoring

CIC

Interaction Dialer™



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

Effective AgentUtilization

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.



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 partyAgent manually initiates dialing by pressing a button

– PowerSystem dials once agent becomes available (no prediction)

– AgentlessSystem presents an IVR to the caller




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.



Call Staging




1-800-PetMeds increased productivity by calling leads via outbound when inbound queue is idle.

Blended Inbound and Outbound

Multi-media ACD and Interaction Dialer®Key Features:

– 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

Campaign Data

Interaction Dialer® Server

Customer Interactions:

Outbound Phone Calls

Inbound Phone Calls

Telephony Services

e-mail inquiry

E-mail Services

Web Services

Web Chat

CIC

Agent Interaction: Interaction Scripter

& Interaction Client®

ACD Server

Event Processor

Interaction Processor

Business Rules

Business Rules



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

• Outbound dialinggenerates inboundcall backs

–Be prepared

• Interaction Dialerallows throttlingof outbound basedon inbound volume

0102030405060708090

100

Not Blended

Blended

Agent Utilization(example)




Use Multi-modal (aka. Agentless) Campaigns

• 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, …




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



Tabular & Graphical Real-time Data

Monitor & Analyze



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

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• Call History• Call Reschedules• Agent Statistics• Etc

Maintainable



Single Set of System Monitoring Tools

Interaction Supervisor

• Real time system monitoring

• System alerts and notifications

• SNMP monitoring

• Event logging and log retrieval



Built-in Phone System

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 PBXExecutive Style

Phones

Business Users: Interaction

Client®

CIC

Customer Interaction: Phone Call

Customer Data

Telephony Services

Data Services

Event Processor

Agent Interaction: Interaction

Client®

ACD Server


Business Rules

Business Rules



Web Services

Live agent Web chat & collaborationKey Features:

– Web events use same– ACD routing rules– In Queue Status Information– Agent Picture– Automated Greeting– Spell check– Standard Text Responses– Multi-Lingual Web Chat

Customer Interaction: Web Chat

Web Services

CIC


Client®


Customer Data

Data Services

ACD Server

Event Processor

Business Rules

Business Rules



E-mail Services

ACD routing and prioritizationKey Features:

– Supports same ACD as calls– Real-time reports– Multiple e-mails assigned at one time

to agent– Skills and prioritization– Agent supervision and escalation

[email protected]

Customer Interaction: e-mail inquiry

E-mail Services

CIC


Client®


Customer Data

Data Services

ACD Server

Event Processor

Business Rules

Business Rules



Improve Agent Performance: Recording and Quality Monitoring with Interaction Recorder®

• Build “scorecards”

• Define recording rules

• Categorize recordings and manage recording archives

• Find recordings and score them

• Use reports to improve agent performance





Interaction Recorder’s unique compression algorithm and categorization capabilities allows Effective Teleservices to improve quality with major cost savings.

Recording Management and Quality Monitoring

Interaction Recorder® & Interaction TrackerKey Features:

– 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

Agent Interaction: Interaction Client®

& Interaction Recorder ClientRecording

Data

Campaign Data

Interaction Dialer® Server

Customer Interactions:

Outbound Phone Calls

Inbound Phone Calls

Telephony Services

e-mail inquiry

E-mail Services

Web Services

Web Chat

CIC


Interaction Recorder®

Server

Event Processor

Business Rules

Business Rules



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.

RegulatoryCompliance



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 consideredabandoned

–System vs. called personhang-ups




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




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, …

Flexible



Contact Policies – Configuration

• Define condition(s) and behavior(s) when conditions met

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

Flexible


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.



Comprehensive Application Designer

Interaction Designer® for advanced IVR, customized ACD and full event and business rule processing and application integration

Flexible



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

Monitor & Analyze



CICCICCICCIC

High Scale Solution Across Servers

• Interaction Dialer™ Distributed Campaigns across CIC servers

• Each CIC server uses Interaction Dialer list to direct calls to agents

• Single set of reports

+N CIC Servers

Campaign Server

A Centralized Campaign

server distributes

call handling

Campaign



What does a maintainable system look like?

• “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

Maintainable



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


Thank you!www.inin.com

Harry Berg

©2006 interactive intelligence inc. interaction dialer™ innovation in outbound campaign...

Documents

interaction dialer innovation

staging slide

predictive dialing center

manual dialing center

average stage length

software platform slide

objections stage

introduction stage