World class campaign
management
OpenScape Contact Center Campaign Director is a highly scalable and reli-able all-in-one platform that can be implemented as a standalone, PBX-ag-nostic campaign management solu-tion, or it can be integrated with OpenScape Contact Center Enterprise to provide a blended inbound/out-bound solution.
The OpenScape Contact Center Cam-paign Director V7 camCam-paign manage-ment solution combines reliability, flexibility, and scalability to achieve your campaign management goals. It offers full control over powerful built-in features that boost agent pro-ductivity, customer loyalty, and busi-ness agility without requiring special-ized IT skills.
OpenScape Contact Center Campaign Director brings voice and data commu-nications together on an open, soft-ware-based platform using off-the-shelf servers. OpenScape Contact Cen-ter 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 Rout-ing, Web Chat, Email, and Outbound SMS
• Automated Call Distribution: Skills-based, 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
cam-paigns, call prompting, call treat-ment and self service
• Answering machine detection • Dynamic list and campaign
manage-ment 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
moni-toring
• Real-time & historical reporting with customizable supervisor views and reports
• Real-time or delayed verification • VoIP, IP-Telephony, converged or
TDM platforms
Proactive customer contact strategies for growth.
OpenScape Contact Center Campaign Director is the premise-based Campaign Management
platform within the OpenScape Contact Center Suite.
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)
OpenScape Contact Center Campaign 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 present-ed to them during the course of a call in order to successfully navigate cus-tomers to successful conclusions. Dur-ing the course of the call, scripts are used to convey company value propo-sitions, 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
OpenScape Contact Center Campaign Director offers extremely powerful outbound dialing choices. Whether you need preview, progressive, power, predictive or manual outbound dial-ing, OpenScape Contact Center Cam-paign Director is ideal for proactive customer service, collections, telemar-keting, fundraising and market re-search. It also provides very accurate answering machine detection that is typically used with predictive dialing and agent-less campaigns.
Inbound calling
OpenScape Contact Center Campaign 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 cam-paign or type of call can be identified, prioritized, and routed based on multi-ple factors including ANI/DNIS, UUI, caller-entered digits and customer in-formation stored in the record. Agents are presented with the campaign script so all the pertinent customer data is "popped" to the agent's screen, empow-ering them to deliver personalized ser-vice.
Multi-Media
Web chat, email and outbound SMS can be used along with phone calling strategies to increase campaign suc-cess rates.
Integrated IVR
Automate campaigns such as payment or appointment reminders, surveys, shipping notifications, sales promo-tions or change in status/account in-formation using OpenScape Contact Center Campaign Director’s agent-less IVR capabilities that integrate back-end databases and text-to-speech ap-plications.
SmartPace VI™
predictive algorithm
OpenScape Contact Center Campaign Director's outbound dialing engine is driven by our patented SmartPace VITM pacing algorithm which provides a highly sophisticated analysis of the di-aling conditions along with a more ac-curate prediction of answer rates and agent availability, resulting in faster connection of live calls to agents and higher agent productivity.
Campaign management
OpenScape Contact Center Campaign Director allows you to easily import, select and manage campaigns. En-hanced data loading capabilities make it simple to load lists, files and databas-es into the system on an ad-hoc or scheduled basis. Managers are able to effortlessly change the dialing inven-tory 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 charac-teristics 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 cus-tomer lists.
For the first attempt, preview dial. Send an SMS if agent disposition not final.
On subsequent attempts, predictive dial the customer.
Compliance
OpenScape Contact Center Campaign Director’s flexible contact strategies al-lows you to meet or exceed any regula-tory 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 calen-dar 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 super-visor
• Deliver a live "opt out" prompt or leave an automated "opt out" mes-sage on an answering machine • The system can run without a
tele-phony 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.
OpenScape Contact Center Campaign 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.
Call blending
Agent productivity is critical to provid-ing great service and keepprovid-ing costs manageable. It is frustrating watching some agents sit idle, while other agents are overwhelmed.
OpenScape Contact Center Campaign 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 blend-ing is also available with inbound queues from OpenScape Contact Cen-ter EnCen-terprise.
Integrated digital
recording
OpenScape Contact Center Campaign Director eliminates the time and ex-pense of integrating 3rd party stand-alone recording solutions. It digitally records calls for quality assurance or verification purposes. Calls may be re-corded full-time, by campaign, or on-demand.
Remote monitoring
OpenScape Contact Center Campaign Director features remote monitoring for:
• Managing call quality • Adhering to scripts
• Delivering mini-Miranda disclo-sures
• Gathering business intelligence • Root cause analysis of customer
at-trition
• Improving close ratios quickly and easily
Using a combination of live audio/vid-eo monitoring or call recording, cam-paign managers can monitor agent performance from any location. Track, coach, and improve agent perfor-mance in either real-time or in near-time.
Real-time and historical
reporting
OpenScape Contact Center Campaign Director captures and centralizes ac-cess 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 re-ports, easily creating new fields and calculations using the interface with built-in templates, or use existing re-porting software. Configure alarms and notifications to track important key metrics.
Platform
OpenScape Contact Center Campaign Director is a software platform using Microsoft Windows operating systems and off-the-shelf hardware. Virtualiza-tion may also be used. OpenScape Con-tact Center Campaign Director uses a distributed architecture that can grow to meet your specific business needs.
Your Sales Engineer will assist in deter-mining the right configuration for to-day and tomorrow.
For detailed server hardware and soft-ware requirements, please refer to the OpenScape Contact Center Campaign Director V7 Product Overview Guide (A31003-S2270-Y100-1-7618).
System Capacities
Parameter Capacity
Active Agents per System 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
Defined Users per System Unlimited
Managers per System Unlimited
Maximum # of Skills Unlimited
Copyright © Unify GmbH & Co. KG 10/2013 Hofmannstr. 51, 81379 Munich/Germany All rights reserved.
Reference No.: A31002-S2270-D107-2-7629
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.
