Outbound Campaign IVR

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ShoreTel Integrated Applications

Outbound Campaign IVR

Overview

Maura Higgins & Grant Schenck

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ShoreTel Outbound Campaign IVR Application

Overview

Features

Deployment Considerations

Comparison to ShoreTel Contact Center

Legal caveats

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ShoreTel Outbound Campaign IVR Application

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

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ShoreTel Outbound Campaign IVR Application

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 re-schedule.”

• Financial Transactions: “Your electric bill is 3 days overdue. Your last payment was made on December 16th in the amount of $176.48. 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)

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ShoreTel Outbound Campaign IVR Application

“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?”`

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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

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ShoreTel Outbound Campaign IVR Application

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.

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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

ShoreTel Outbound Campaign IVR Application

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ShoreTel Outbound Campaign IVR Application

Deployment Considerations

Application installed on Director and/or DVS servers

Careful provisioning is key

9 Outbound Campaign IVR will share media stream resources with VoiceMail, Auto-Attendant, Call Recording, and others

254 media streams per MS server

9 To add capacity, install additional DVS instances

Configure multiple campaigns

One campaign can be running per server instance

9 Licensing is based on overall (single or multiple instance) simultaneous calls

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ShoreTel Outbound Campaign IVR Application

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

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ShoreTel end customers are responsible for adhering to all applicable state

& federal laws enforcing telemarketing and automated dialing practices.

U.S.

• 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

ShoreTel Outbound Campaign IVR Application

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More Information

Contact your ShoreTel Authorized Partner

Applications section of Public Web Site:

http://www.shoretel.com/product_sales_tools/products/applications/outbound_campaign_ivr.html

Overview Presentation

Pre-recorded movie demo

Email ShoreTel Professional Services at:

professionalservices@shoretel.com

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