LCM for Cisco CCE and HCS. Three-tiered contact life cycle management to amplify your Cisco platform

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1 LCM for Cisco CCE and HCS Three-tiered contact life cycle management to amplify your Cisco platform

2 A LIST AND CAMPAIGN MANAGEMENT SOLUTION TIGHTLY INTEGRATED TO THE CISCO CCE and HCS DIALER Influence the customer throughout all three levels of their contact cycle Industry award-winning LCM provides powerful campaign management, flexible list management, and multi-channel reach. Whether your contact center is deployed on-premise or through a hosted service provider, LCM is designed with the functionality and features to increase right party contacts and meet campaign objectives in any outbound environment. By intelligently managing customer contacts as they move through the system, LCM enables contact centers to reach the right people at the right number via the right media to best meet campaign objectives. BENEFITS ACROSS YOUR ORGANIZATION ADMINISTRATOR Minimal effort to create and maintain campaigns Maximum contact points and yield from records Customizability for individual business needs in hosted contact center Multiple tenants on one platform with security at all levels Streamlined processes via third party integration SUPERVISOR Minimum administrative and training costs Reduced call times, call wrap-up times, and after-call work Improved real-time and historical business performance data CUSTOMER Enhanced customer experience to ensure customer loyalty Reduced customer abandonment and irritation Campaign main screen

3 THREE-TIERED CONTACT LIFE CYCLE MANAGEMENT Driving successful campaigns by defining, monitoring, and routing contacts as they move through each level of the process 1. LIST LEVEL Unlock the wealth of information stored in corporate customer databases to build targeted contact lists. Organizations can access customer transaction information, CRM databases, or other data and create calling lists using filters and business parameters to meet defined campaign objectives. LIST MANAGEMENT Configure shared contact lists across multiple campaigns and campaigns groups Segment lists based on business parameters Monitor progress of lists and campaigns in real time Change lists in real time 2. DIALER LEVEL LCM provides contact centers with the ability to establish multi-channel integrated campaigns with voice, , and SMS. Customers are more mobile than ever, so LCM provides contact centers with the ability to reach customers via their mobile phones with s and text messages as well as voice calls to the traditional home or office phone. DIAL PLAN MANAGEMENT Call customers using multiple numbers Set dialing rules and calling schedule Switch across channels within dial plan based on outcomes MULTI-CHANNEL CONTACT MANAGEMENT Enable multimodal campaigns Trigger an automated or SMS based on a failure telephony outcome such as no answer, busy, etc. Auto-schedule a campaign Support for two-way SMS messaging and SMS channels are interchangeable with voice, providing true omni-channel support

4 3. AGENT LEVEL When a customer reaches the agent, the agent has the power to set an appropriate business outcome for that interaction. Defining and reporting on business outcomes can give businesses greater insight into customer actions, business processes, and data trends. Business outcomes can also be used to move contacts automatically from one campaign to a related campaign. For example, a customer can move from a sales campaign to a welcome campaign if the business outcome denotes a sale. Other agent applications available with LCM increase the productivity of an agent. BUSINESS FLOW MANAGEMENT Set multiple business outcomes for each campaign Define dial plans for individual business outcomes AGENT APPLICATIONS Customized, thin client desktop that supports widgets Support for Cisco Finesse Desktop Agent call scripting module COMPLIANCE & REPORTING Meeting the growing regulatory requirements of an outbound operation is difficult. LCM eases the burden of compliance through: Do Not Call lists both federal and internal Time zone campaign management Regional and state law calling compliance LCM addresses the latest TCPA prior express written consent requirements, offering a separate database to manage contacts with prior express written consent. Information drives success. LCM provides both real-time and historical data reporting on all facets of the outbound operation: Real-Time monitor for supervisors to view campaign status and statistics Extensive list of historical reports Ability to export data to in-house report writers or other corporate databases Real-Time monitoring

5 PREMISE VS. HOSTED The Rising Shift Toward Hosted Contact Centers In recent years, the adoption of hosted contact center models has experienced a steady increase. This market trend has grown out of a common need for more flexible call center infrastructures that improve productivity and scale to meet varying business demands. LCM S HOSTED CAPABILITY FOR MULTI-TENANT SUPPORT Integration with HCS: Unique entity environment for individual business needs Security at all levels: Privacy of campaign, customer, and list data Option to partition premise-based installation: Via disparate business units or departments Customizability: Agent desktops, supervisor real-time monitors, and reports

6 ACQUEON AND CISCO Implementing Solutions Through Our Trusted Cisco Partnership Acqueon Technologies designs, develops, and implements products that are suitable for the Cisco ecosystem and enhance the Cisco platform capabilities. LCM AMPLIFIES AN EXISTING CISCO PLATFORM Built under the Cisco Developer Network Program Certified Cisco Compatible Endorsed by the Cisco Partner Community ABOUT ACQUEON Acqueon Technologies Inc. specializes in developing products and solutions for the Customer Collaboration industry. These products and solutions use business logic to deliver a distinctive customer experience by enabling organizations to build better relationships with their customers. For more information, please contact us: sales@acqueon.com +1 (888) (North America/Europe) (APAC/MEA) acqueon.com