1 OpenScape Contact Center Campaign Director V7 Proactive customer contact strategies for growth. Director is the premise-based Campaign Management platform within the OpenScape Contact Center Suite. World class campaign management Director is a highly scalable and reliable all-in-one platform that can be implemented as a standalone, PBX-agnostic campaign management solution, or it can be integrated with OpenScape Contact Center Enterprise to provide a blended inbound/outbound solution. The Director V7 campaign management solution combines reliability, flexibility, and scalability to achieve your campaign management goals. It offers full control over powerful built-in features that boost agent productivity, customer loyalty, and business agility without requiring specialized IT skills. Director brings voice and data communications together on an open, software-based platform using off-theshelf servers. OpenScape Contact Center Campaign Director can be operated behind an existing communication platform, or can be directly connected to the telephony network and operate in standalone mode. System features Outbound Dialing, Inbound Routing, Web Chat, , and Outbound SMS Automated Call Distribution: Skillsbased, Assigned Agent, Last Agent, and Custom Routing Manual, preview, progressive, power and predictive outbound dialing modes including patented, highly efficient dialing algorithms Integrated IVR for agent-less campaigns, call prompting, call treatment and self service Answering machine detection Dynamic list and campaign management including graphical contact and scheduling strategies Inbound/Outbound blending Agent Desktop with telephony and agent state controls and agent scripting Record level regulatory compliance Computer Telephony Integration (CTI) High availability options Integrated audio recording Real-time audio and screen monitoring Real-time & historical reporting with customizable supervisor views and reports Real-time or delayed verification VoIP, IP-Telephony, converged or TDM platforms
2 Agent Desktop Completely thin client, browser based Full desktop telephony controls; plus click-to-dial speed dial, directory, multimedia Screen pop with synchronized customer information Offline reason codes Wrap-up and disposition codes Dreamweaver plug-in for agent scripting Computer-Telephony Integration (CTI) Director is an integrated contact and data solution that delivers customer data or 'screen-pops' to the agent for every contact. Agent Scripting Agents rely on scripts that are presented to them during the course of a call in order to successfully navigate customers to successful conclusions. During the course of the call, scripts are used to convey company value propositions, product offers and to display pertinent customer information, like: risks, credit scores, or past purchases. Creating, building, and maintaining those scripts can be laborious and time consuming but not with OpenScape Contact Center Campaign Director's VisualScriptor tool. Since VisualScriptor is based on the popular Dreamweaver scripting tool (used by web and HTML developers globally), campaign managers can start creating agent scripts straight away, with minimal training giving them the ability to respond quickly to changing business needs. Outbound dialing Director offers extremely powerful outbound dialing choices. Whether you need preview, progressive, power, predictive or manual outbound dialing, Director is ideal for proactive customer service, collections, telemarketing, fundraising and market research. It also provides very accurate answering machine detection that is typically used with predictive dialing and agent-less campaigns. Inbound calling Director incorporates inbound calling into campaign strategies so there is a complete view of a campaign s success. Inbound calling can also be applied to customer care applications. The campaign or type of call can be identified, prioritized, and routed based on multiple factors including ANI/DNIS, UUI, caller-entered digits and customer information stored in the record. Agents are presented with the campaign script so all the pertinent customer data is "popped" to the agent's screen, empowering them to deliver personalized service. Multi-Media Web chat, and outbound SMS can be used along with phone calling strategies to increase campaign success rates. Integrated IVR Automate campaigns such as payment or appointment reminders, surveys, shipping notifications, sales promotions or change in status/account information using OpenScape Contact Center Campaign Director s agent-less IVR capabilities that integrate backend databases and text-to-speech applications. Provide inbound calls with customized call treatments. The Strategy Designer application gives managers total control over contact strategies through easy point-and-click, drag-and-drop processes. It empowers operations managers to make business changes to campaigns on the fly without requiring assistance from IT staff.
3 SmartPace VI predictive algorithm Director's outbound dialing engine is driven by our patented SmartPace VI TM pacing algorithm which provides a highly sophisticated analysis of the dialing conditions along with a more accurate prediction of answer rates and agent availability, resulting in faster connection of live calls to agents and higher agent productivity. Campaign management Director allows you to easily import, select and manage campaigns. Enhanced data loading capabilities make it simple to load lists, files and databases into the system on an ad-hoc or scheduled basis. Managers are able to effortlessly change the dialing inventory as business demands dictate. Once the records are loaded into the system, OpenScape Contact Center Campaign Director provides all the tools to locate, "slice and dice" records using multiple fields and attributes to get the precise set of customer characteristics you're looking to dial. And with our detailed contact strategy and scheduling capabilities, calls are recycled, and 'tagged' with dispositions so you can determine precisely how to treat calls that have been attempted or dialed to maximize penetration of customer lists. Contact Strategy Example: For the first attempt, preview dial. Send an SMS if agent disposition not final. On subsequent attempts, predictive dial the customer.
4 Compliance Director s flexible contact strategies allows you to meet or exceed any regulatory requirements that you may have in your region. Some examples: Calculate abandoned rates for the last 15 minutes of calling, over the entire day or over the last 30 calendar days at a queue level Restrict dialing to allowed time periods Configure a unique calling name and calling number per campaign Store Do-Not-Call records locally and/or integrate with a real-time DNC service Allow agents and supervisors to flag a record as "do-not-call". Do-not-call flags can be configured on a record within the script or by the supervisor Deliver a live "opt out" prompt or leave an automated "opt out" message on an answering machine The system can run without a telephony server to comply to mobile phone restrictions specifying that a system cannot have the capacity for dialing without human intervention Skills-based routing and dialing When using skills-based queues, agents are selected to call or receive contacts from certain customers based on their skill sets. Director routing enables you to route a call or web chat to an assigned agent or to the last agent that connected with the customer. With Director, you can also develop your own custom routing schemes. For example, matching calls with agents based on products being sold and licensing requirements stored in custom data tables.
5 Call blending Agent productivity is critical to providing great service and keeping costs manageable. It is frustrating watching some agents sit idle, while other agents are overwhelmed. Director improves agent productivity by automatically moving agents from outbound campaigns to inbound queues to manage service levels and then back when calls return to normal levels. You determine when to move agents from one activity to another, based on the parameters you decide. Call blending is also available with inbound queues from OpenScape Contact Center Enterprise. Integrated digital recording Director eliminates the time and expense of integrating 3rd party standalone recording solutions. It digitally records calls for quality assurance or verification purposes. Calls may be recorded full-time, by campaign, or ondemand. Remote monitoring Director features remote monitoring for: Managing call quality Adhering to scripts Delivering mini-miranda disclosures Gathering business intelligence Root cause analysis of customer attrition Improving close ratios quickly and easily Using a combination of live audio/video monitoring or call recording, campaign managers can monitor agent performance from any location. Track, coach, and improve agent performance in either real-time or in neartime. Real-time and historical reporting Director captures and centralizes access to all critical business metrics throughout your call center, providing a complete picture of campaign and agent success including abandon rates, wrap-up times, and talk times. Create your own detailed views and reports, easily creating new fields and calculations using the interface with built-in templates, or use existing reporting software. Configure alarms and notifications to track important key metrics. With Director, you'll have all the information you need to manage productivity and fine-tune the performance of your contact center.
6 Platform Director is a software platform using Microsoft Windows operating systems and off-the-shelf hardware. Virtualization may also be used. OpenScape Contact Center Campaign Director uses a distributed architecture that can grow to meet your specific business needs. Your Sales Engineer will assist in determining the right configuration for today and tomorrow. For detailed server hardware and software requirements, please refer to the Director V7 Product Overview Guide (A31003-S2270-Y ). System Capacities Parameter Active Agents per System Defined Users per System Managers per System Maximum # of Skills Maximum # of Queues Capacity Depends on simultaneous calls; 500 active agents per Virtual Communications Server (VCS) at a 3:1 dialing ratio; multiple VCS servers can be run together as a single system Unlimited Unlimited Unlimited Unlimited
8 Copyright Unify GmbH & Co. KG 10/2013 Hofmannstr. 51, Munich/Germany All rights reserved. Reference No.: A31002-S2270-D The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products. An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract. Availability and technical specifications are subject to change without notice. Unify, OpenScape, OpenStage and HiPath are registered trademarks of Unify GmbH & Co. KG. All other company, brand, product and service names are trademarks or registered trademarks of their respective holders. unify.com
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