INI offers flexible outbound solutions utilizing the powerful Avaya Proactive Outreach Manager (POM) engine on the Avaya Aura® Experience Portal (AAEP) platform. With its full-featured campaign management and out-dialing engine, POM provides seamless integration between inbound and outbound contact center strategies. Its robust multi-channel feature set supports voice, SMS, and email options, offering sophisticated solutions that provide measurable value for almost any enterprise level organization.
Combining best-of-breed campaign creation, management, and reporting capabilities with industry standard dialing and SMS technology, INI’s outbound solutions are designed to enable organizations to reach out to contacts proactively with valuable information right when they need it. Whether your business needs require a solution that is automated, agent-based, or a combination of the two, outbound communication enhances your customer engagement model by improving brand loyalty and customer satisfaction while increasing contact center effectiveness and protecting revenue streams. Solutions accommodate omni-channel interactions throughout the customer journey, each customized to provide relevant information to contacts while collecting data, integrating with self-service applications, and transferring to live agents, for a productive and meaningful customer experience.
POM’s built-in reporting features provide valuable data for measuring the success of campaigns and assist in designing future campaigns.
Features of Outbound Solutions Designed for Avaya POM
- Create or modify contact lists via administration screens or import lists via Web services or FTP.
- Change messages to be played as desired.
- Define hours (start and stop times) of the campaign.
- Define frequency (daily, weekly, ad hoc) of the schedule.
- Define number of call attempts to be made until successful call completion or non-completion notification.
- Maintain one or more lists to be called.
- Replace lists as needed or use repeatedly over time.
- Determine results of call-out sessions with available reports.
- Multi-modal support including voice, SMS, and email.
- Support for automated notification, outbound self-service, agent-based dialing, inbound and outbound blending, and multi-channel campaigns.
Proactive Outbound Solution Use Cases
Proactive campaigns have a number of uses that enhance customer retention and satisfaction while often protecting revenue streams. Below are listed just a few examples of the most common types of proactive outbound campaigns.
- Welcome Messages
- Appointment Reminders
- Bill Payment Reminders
- Pre-op Instructions
- Disease Management Education and Counseling
- Time Sensitive Tasks
- Broadcast Messages
- Account Status Change Notifications
- Policy Change Notifications
- Emergency Notifications
- Subscription Renewals
- Service, Program, or Education Enrollment
- Sales and Marketing
Customer Success Story
BWP Recaptures $160,000 in 2 months.
Burbank Water and Power (BWP) implemented an outbound messaging campaign that initiated a phone call to customers prompting them to call back for important account information. In a two-month period, BWP collected over $160,000 in past-due payments – all while maintaining a remarkable level of customer satisfaction.
Lower Cost of Ownership
Proactive outbound campaigns delivered via Avaya POM provide greater value than traditional dialer systems. By offering the flexibility to deploy automated, agent-based, and multi-channel campaigns, all from a single platform, organizations are able to develop a campaign strategy that makes the best use of each method and available agents to run more effective campaigns. This efficient management of resources drives down cost in the contact center for a much faster ROI.
Outbound Campaign Methods
Automated Outbound Campaigns
The most common use for automated proactive outreach is for appointment reminders, alerts, broadcast messaging, and instructions. Whether your contacts are customers, patients, or constituents, they will enjoy these convenient reminders and messages that keep them informed and on track. Organizations enjoy increased operational efficiency from successful scheduling, decreased inbound call traffic, and expanded business.
Interactive Outbound Self-Service
Campaigns may also integrate self-service applications, adding interactive functionality to outbound campaigns. Actively engaging customers to pay bills, submit renewals, or complete surveys achieves much greater success than passively waiting for customers to contact you.
By saving your customers from negative impacts like gaps in service, late fees, or even potential harm to their credit scores, you are able to strengthen your valuable customer relationships while protecting valuable revenue streams.
Increased Employee Productivity and Morale
Using employees to place outbound campaign calls can be frustrating and inefficient due to the low probability of reaching the contact on the first try. Implementing an automated proactive notification system to place these calls increases productivity by allowing the system to handle answering machines, busy signals, and retries. This frees up employees to handle more challenging and rewarding tasks. The system can even be programmed to try different phone numbers for each contact and to continue calling until the configured parameters have been completed.
Agent-Based Outbound Campaigns
Not all outbound interactions can be managed entirely by automation and self-service applications. There are still many instances where personal interaction between an agent and the customer is required. Avaya POM now supports agent-based outbound campaigns using preview, progressive, and predictive dialing methods.
In preview dialing, the next call record is delivered to the agent before the platform dials the number, allowing the agent to review the record before dialing starts. Preview dialing is ideal for interactions where the agent must prepare to ensure a successful customer interaction. Although the preview method automates the dialing process, valuable agent time is consumed listening to call progress.
Progressive and Predictive Dialing
With progressive and predictive dialing, the platform places calls before an agent is assigned and automatically handles call progress. Using algorithms based on prior dialing history or configuration parameters, POM ensures that an agent is highly likely to be available when a call is answered. These dialing methods maximize the use of agent time and are ideal for contact centers handling large numbers of calls that are not improved by significant agent preparation time.
Inbound and Outbound Blending
POM Built-In Applications
Plays a prerecorded announcement and blind-transfers the call to an agent. Supports dynamic notification text (TTS) which is configured in the strategy. Includes support for Do Not Call (DNC). Administrator may define a DNC single-digit DTMF code (0-9) and DNC Result Prompt. When a contact selects the DNC digit, the record is added to the POM DNC list.
Plays a prerecorded announcement and supports up to 3 languages. Includes support for DNC. Administrator may define a DNC single-digit DTMF code (0-9) and DNC Result Prompt. When a contact selects the DNC digit, the record is added to the POM DNC list.
Plays a recorded message followed by a simple notification text using text to speech. Includes support for DNC. Administrator may define a DNC single-digit DTMF code (0-9) and DNC Result Prompt. When a contact selects the DNC digit, the record is added to the POM DNC list.
Proactive Communication Application
INI Messenger is a flexible proactive notification and outbound messaging application that extends the standard built-in capabilities of POM to a whole new level of functionality by enabling organizations to offer their contacts a menu of options for responding to a proactive notification.
Menu options may be configured to return data, transfer to an agent or self-service application, or terminate the call.
Payment Reminder Campaign with Pay-by-Phone Option
The Payment Reminder Campaign is used to notify customers who are past due on their account. The Payment Reminder Campaign provides the customer with their account information, and it offers an additional option to make a payment over the phone.
Customers choosing the payment option are routed to INI’s Pay-by-Phone module, where their credit card information is collected and validated, and payment is posted to their account. Here are just a few benefits of outbound notification with Pay-by-Phone.
- Accelerate revenue
- Reduce collections effort
- Reduce bad debt
- Provide an easy and private way for customers to pay bills
- Reduce agent overhead
- Reduce processing / paper use
- Reduce mail costs
- Support PCI compliant environments
IVR Data Collection
INI AudioForms is an automated data collection application that pairs perfectly with outbound campaigns, enabling organizations to automate the process of gathering information from their contacts including surveys, reports, and other types of forms.
The elegant web-based administration interface allows contact center administrators to quickly create forms, generate questions, select from prebuilt and custom response types, upload audio files, and deploy forms in a snap. While the interface is easy to use, it offers a robust feature set with a great deal of flexibility.
Powerful Options to Enhance Outbound Solutions
Consultation and Training
Outbound Discovery Assessment Consulting Services
Developing an effective outbound strategy is a complex process that requires a thorough understanding of outbound technology and platform infrastructure in addition to customer outreach goals.
The INI Outbound Discovery Assessment is designed to assess current agent-based outbound activities, determine desired outcomes and goals for an outbound strategy, capture full scope of customer expectations, and provide recommendations and a roadmap for a comprehensive outbound solution that complies with organizational objectives.
Proactive Contact Consulting Services
The Avaya Proactive Contact dialer provides a feature-rich platform designed to manage predictive dialing for contact centers that require an agent-based outbound dialer solution. When properly configured, this robust solution can optimize agent productivity and increase operational efficiency. Make the most of your dialer investment with training and consulting services from INI, designed to elevate in-house expertise, enhance campaign design and implementation, and maximize your return on platform investment.
Whether you are expanding your outbound contact center, preparing for an upgrade, or just want to get more out of your existing dialer, let the experienced professionals at INI simplify the process with comprehensive training and consultation for your Avaya Proactive Contact dialer.
Agent Desktop Integration
synTelate is a powerful agent desktop application that integrates information from multiple data sources and telephony systems into a single agent desktop, contributing to a significant increase in operational efficiency. INI has partnered with Inisoft, the makers of synTelate, and has been authorized to acquire, license, deploy, and support synTelate in solutions they develop for systems integrators, Avaya business partners, and end customers. synTelate is currently the only desktop solution tested and certified to work with Avaya Proactive Outreach Manager (POM) for agent-based outbound campaigns.