ShoreTel Integrated Applications
Outbound Campaign IVR
Overview
Maura Higgins & Grant Schenck
ShoreTel Outbound Campaign IVR Application
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Overview
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Features
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Deployment Considerations
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Comparison to ShoreTel Contact Center
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Legal caveats
ShoreTel Outbound Campaign IVR Application
A powerful ShoreTel-integrated solution allowing businesses & organizations
to communicate & interact efficiently & cost-effectively with their customers
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Wide variety of Industries
• Dental & Medical Offices
• Utility Companies
• Schools
• Local & State Governments
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Flexible Interactive Notification offering
• Software only - Leverages existing ShoreTel system resources
• Works equally well with ShoreTel, WGs, & CC deployments
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One can easily create Sophisticated
Interactive Call Flows
ShoreTel Outbound Campaign IVR Application
Allows creation of automated calling campaigns for variety of purposes
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Simple Announcements
• Community Reminders
• School snow days
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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.”
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Introduction and transfer to queue with associated desktop integration
• Enables efficient and accurate customer care
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Campaigns can be initiated manually or automatically (invoked from a script)
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
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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
ShoreTel Outbound Campaign IVR Application
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Campaigns driven by Input Files (CSV format)
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Call results stored to a detailed Output File for later reporting
• Campaign Creation
• School snow days
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Fine tune control over campaign parameters
• Simultaneous outcalls, Pre-configured throttling to match agent & trunk capacity
• Calling cycle timing & Retry logic
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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
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Prompts including customer
specific variable data read
from the input file -- dates,
times, currency amounts
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Unique prompt files per called
party
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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
ShoreTel Outbound Campaign IVR Application
Deployment Considerations
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Application installed on Director and/or DVS servers
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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
ShoreTel Outbound Campaign IVR Application
Differences from a ShoreTel Contact Center
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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
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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
ShoreTel end customers are responsible for adhering to all applicable state
& federal laws enforcing telemarketing and automated dialing practices.
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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.
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International
• Pre-recorded calls may be illegal in some countries unless prior permission from called parties has been granted.
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Available through authorized ShoreTel partners
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Available for sale to U.S. & International Customers
Administrative interface available in US English language only
ShoreTel Outbound Campaign IVR Application
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
