Outbound Campaign IVR

Transcription

1 ShoreTel Integrated Applications Outbound Campaign IVR Overview Maura Higgins & Grant Schenck ShoreTel Professional Services December 2009

2 Overview Features Deployment Considerations Comparison to ShoreTel Contact Center Legal caveats More Information

3 A powerful ShoreTel-integrated solution allowing businesses & organizations to communicate & interact efficiently & cost-effectively with their customers Wide variety of Industries Dental & Medical Offices Utility Companies Schools Local & State Governments Flexible Interactive Notification offering Software only - Leverages existing ShoreTel system resources Works equally well with ShoreTel, WGs, & CC deployments One can easily create Sophisticated Interactive Call Flows Graphical UI & Powerful Scripting

4 Allows creation of automated calling campaigns for variety of purposes Simple Announcements Community Reminders School snow days Scripted Announcements with dynamic content Appointment reminders You have an appointment on May 12th with Dr. Kelly. Press 1 to confirm your appointment or press 2 to be connected to our office to reschedule. Financial Transactions: Your electric bill is 3 days overdue. Your last payment was made on December 16th in the amount of $ Press 1 to make a payment using our automated system or press 2 to speak to a company representative for more information. Introduction and transfer to queue with associated desktop integration Enables efficient and accurate customer care Campaigns can be initiated manually or automatically (invoked from a script) Allows for headless, schedule based initiation

5 Thank you for your recent (December 9th) visit to European Motor Specialists. Please share your feedback with us. On a scale of 1 to 5 (where 1 is very dissatisfied and 5 is very satisfied) how satisfied were you with your overall experience? `

6 Easy to use graphical Administration for Campaign Creation & Monitoring Checkboxes & Form fields for standard campaigns XML scripting for interactive flows Real-time view of calls & campaign progress Software only loaded onto ShoreWare Director and/or any DVS server Associated with dedicated Route Point Pricing structured according to number of simultaneous calls allowed

7 Campaigns driven by Input Files (CSV format) Call results stored to a detailed Output File for later reporting Campaign Creation School snow days Fine tune control over campaign parameters Simultaneous outcalls, Pre-configured throttling to match agent & trunk capacity Calling cycle timing & Retry logic Desktop Integration Hooks Pass campaign parameters as call properties Agents enjoy automated preview access to associated customer records Equip agent desktops with software such as ShoreTel EasyPop, Salesforce.com Adapter, etc.

8 Flexible Scripting Options Multiple prompts strung together into one message Prompts including customer specific variable data read from the input file -- dates, times, currency amounts Unique prompt files per called party Digit response capture & save to the output CSV file One can create their own or commission ShoreTel to create reports

9 Deployment Considerations Application installed on Director and/or DVS servers Careful provisioning is key Outbound Campaign IVR will share media stream resources with Voic , Auto-Attendant, Call Recording, and others 254 media streams per MS server To add capacity, install additional DVS instances Configure multiple campaigns One campaign can be running per server instance Licensing is based on overall (single or multiple instance) simultaneous calls

10 Differences from a ShoreTel Contact Center Outbound Campaign IVR Campaigns primarily intended for Outbound Notification & IVR interactions Called parties can choose to connect to ShoreTel users or Workgroup Queues Workgroup staffing can be planned to accommodate Examples- Community Announcements, Appointment reminders, Phone Surveys, School Attendance, Utility Company payment processing Customers desiring an easy-to-learn tool for creating outbound campaigns of many types ShoreTel Enterprise Contact Center Campaigns primarily intended for connecting called parties to call center agents ECC agents are reserved in advance & can be efficiently utilized within blended queues Examples Debt Collection, Sales-oriented pushes to installed base Customers who otherwise require high end Contact Center features Advanced queuing, skills based routing, integrated advanced reporting Customers requiring additional outbound calling features ODBC connection to call list data, Integrated Do Not Call filtering, Time-zone based dialing

11 ShoreTel end customers are responsible for adhering to all applicable state & federal laws enforcing telemarketing and automated dialing practices. U.S. ShoreTel Outbound Campaign IVR Application Legal Caveats & Availability Certain U.S. states do not allow recorded messaging unless a prior business relationship has been established. Telephone Consumer Protection Act of 1991 (TCPA) - Enacted by the U.S. Congress to reduce nuisance & invasion of privacy caused by telemarketing and pre-recorded calls. International Pre-recorded calls may be illegal in some countries unless prior permission from called parties has been granted. Available through authorized ShoreTel partners Available for sale to U.S. & International Customers Administrative interface available in US English language only

12 More Information Contact your ShoreTel Authorized Partner Applications section of Public Web Site: Overview Presentation Pre-recorded movie demo ShoreTel Professional Services at: