A presenation file which provides a detailed take on the robust featureS OF LCM for Cisco's Unified CCE dialer.

1. List & Campaign Manager for Unified CCE Dialer Overview

2. Agenda About Acqueon The Need List and Campaign Manager (LCM) Overview Features of LCM LCM Applications Reports

3. About Acqueon

4. Acqueon Technologies Inc Acqueon Technologies Inc specializes in developing products and solutions for the Customer Interaction Management (CIM) industry These products and solutions use business logic to deliver a distinctive customer experience by enabling organizations to not just interact with their customers – but relate

5. Acqueon Technologies Inc Acqueon products and solutions also offer a compelling Total Cost of Ownership (TCO), which is further enhanced by rapid deployment Acqueon products and solutions handle millions of transactions every day at multiple sites and are implemented across various verticals such as Banking, Insurance, Retail, Telecom, Healthcare, and Education among others, in over 17 countries

6. The Need

7. The Need – Contact Management It is 2PM. The telemarketing agent calls a platinum customer. The customer picks up and rudely shouts “didn’t I tell you guy to only call me after 6 PM” You just lost your business with this customer Had you been able to set a preferred calling time based on the individual needs of a customer you would have actually made a sale now

8. The Need – Campaign Management Customer is called on his / her mobile, home number, and office landline. Same service. Same day. Three different agents You have one unhappy customer who is tired of telling you that you have called before Had you been able to do better contact management handling multiple numbers of a customer seamlessly, customer retention would have been higher

9. The Need – Multi Channel Support Your collection agency needs to remind this customer of his impending due date and amount, but he just refuses to answer his mobile or its always busy Failed to meet collection targets as the customer was not reminded on time If my dialer had supported multiple channels I could have sent him an SMS today with his reminder while rescheduling the call tomorrow

10. The Need – List Management You need to call your high value customers in the first half of the day and then call others Failed to target specific customer segments based on business demands If my dialer had supported contact selection based on my customer segments I could have controlled the calling pattern as required by my business

11. The Answer – List & Campaign Manager (LCM) for Cisco Unified CCE Dialer

12. LCM for Cisco Unified CCE Dialer LCM (List & Campaign Manager) for Cisco Unified CCE Dialer provides powerful List & Campaign management capabilities for the Unified CCE Dialer LCM also offers outbound capabilities for SMS and Email channels over the Unified CCE platform LCM offers agent side SDK, which enables agent applications to set business outcomes for contacts handled and control the contact life cycle within the list

13. Features Auto scheduling of campaigns – Controls Campaign runtime automatically Specify hours of operation each day Specify different hours of operation for specific days Specify days of the week it should not run Specify Holidays across years Dial Plan Management Offers multiple calling numbers with different times of operation to be uploaded with individual contacts Control contact life cycle with the Dian plan Switch across channels within a dial plan for the same contact

14. Features Business Flow Management Set multiple business outcomes for each campaign Define dial plans for individual business outcomes to maintain contact lifecycle Contact selection Powerful contact selection algorithms based on market strategy Allows custom contact selection filters based on business parameters Multi Channel Contact Management Supports SMS and Email Channels Marketing Campaigns for SMS and Email can be executed. Within a Voice campaign contacts can be switched to SMS or Email. Very useful for Business like Collections

15. Features Scripting For SMS and Email Campaigns Time zone management Do-not-call list management Designing campaign-specific agent applications on the run SDK plug in on Cisco based screen pops to capture Business Outcomes or set Callbacks Strong historical reporting of campaigns Open system architecture Designed for quick installation and deployment Support for Unified CCE version 7.2 & 7.5

16. LCM Applications & SDK Controller Used by administrator for LCM administration Monitor Used by supervisors for historical reports SDK Used in custom agent applications to set business outcomes or set callbacks Out Of the Box Web based Agent Application Can be used with both CAD or CTIOS based agent applications Call Guide Used in custom agent applications as an agent question prompter

17. Business Benefits Business verticals like the financial sector can glean benefits of the Unified CCE platform as the contact management strategy based on business outcomes is seamlessly handled by LCM LCM enhances Unified CCE list and campaign management capabilities bringing in greater business focus to contact management flows of the organization

18. Business Benefits Maximizes yield from the records Increases the number of productive calls to customer Enhances business returns Increase customers contact points Customers can be contacted across multiple channels if Voice channel fails Enhance customer experience Reduce customer abandonment and irritation Customer are contacted at the right time and through the right channel

19. Pacing Modes

20. Pacing Modes Voice using the Cisco Unified CCE Enterprise Dialer Progressive SMS Progressive Email (Email Blaster also supported) Shift contacts across channels within the same campaign as desired

21. Cisco Voice LCM Cisco Unified CCE Dialer To customer Call Status DB Cisco DB Call Status LCM ‘Cisco Voice” pacing modes passes the control of dialing to the Unified CCE Dialer All list and campaign management features are executed by the LCM platform Call outcomes status are fed back into LCM to execute dial plans and business outcomes

22. Progressive SMS LCM Send SMS to mobile # using GSM modem Form SMS message in SMS script DB In Progressive SMS, the system sends an SMS from a GSM Modem (multiple GSM modems can also be used) No agents are involved and the system can be automated Mostly used for reminder campaigns or advertising new products of a company

23. Progressive Email Send Email Using SMTP configured for Outbound. Form Email Message in Email Script LCM To Customer Email ID Receive Email Errors Using POP3 Update Contact Dial Plan based on Email Error From Customer Email Service Provider DB The system sends an Email using SMTP; multiple Email outbound engines can be configured Emails outcomes can be captured for errors like “Mail Box Full”, “Invalid Email ID”, etc and respective Dial Plan can be applied From and Reply address can be configured as well as Email Blast option is available where same content Email will be blasted across to multiple customers

24. Dial Plan

25. Dial Plan

26. Dial Plan LCM offers a very powerful rescheduling of calls using a dial plan For any call outcome, various settings can be done to govern the future behavior Reschedule the call after specific days, hours or minutes Set maximum no. of retries for dialing a contact Adjust priority of a contact by increasing or decreasing it Change the mode of dialing For example, dialing residence number after failing to reach the customer on his mobile phone number Or close a contact

27. Dial Plan - Modes A mode is basically the number to dial out For a dial plan various modes can be set Basic modes are like home, office or mobile number Modes can have different start and end times and LCM will automatically change modes while rescheduling a call when a mode is no longer valid for dialing out Modes can have weightage attached to them and the mode with the highest weightage is selected when multiple modes are valid at any given time

28. Dial Plan – Across Channels A dial plan mode can be across channels For example, a mobile number mode can be with channel type voice as well as channel type SMS Mobile – voice with higher priority, dialing out fails due to ‘No Answer’, it can be rescheduled for a SMS through the mobile – SMS mode

29. Dial Plan – Business Outcomes LCM offers the flexibility to design a Dial Plan based on Business Outcomes. Depending on the Success or Failure status of an outcome a contact can be closed, ‘Do Nothing’ or rescheduled as required. Customers need not upload fresh contacts every day into different campaigns.

30. Dial Plan & Modes - Voice

31. Dial Plan & Modes - SMS

32. Dial Plan & Modes - Email

33. Customer Scenario ..1 Customer is running a collection campaign Each contact has multiple numbers, home, office and mobile Customer wants to call each number at different times of day

34. Configured Dial Plan ..1 Customer is called for the first time at his home number at 08:00, It being “Busy”, it is rescheduled The contact is tried again at 08:30 and 09:00 on his home number and each time it is busy Now when the contact is rescheduled for 09:30, instead of the home number, it is scheduled for Office number as Office1 is valid mode after 9:00 AM Similarly if office number would fail continuously it would reschedule for the mobile mode For any voice failure outcome like “Busy”, “No Answer”, etc it is set to be rescheduled after 30 minutes for a maximum of 4 retries for each number

35. Customer Scenario ..2 Same as Customer Scenario ..1 Customer is running a collection campaign Each contact has multiple numbers, home, office and mobile Customer wants to call each number at different times of day Additionally Also send a SMS and Email collection message if unable to contact by Voice

36. Configured Dial Plan ..2 Initially the dialing pattern is similar to Configured Dial Plan ..2 Now if mobile number would fail continuously it would reschedule for the Mobile – SMS mode and an SMS would be sent with the required message On the dial plan it is set, on Success of SMS set for Email mode, the contact would immediately reschedule for Email, so an Email would be sent with the required message On the dial plan it is set, on Success of Email set for Voice for the next day, so the contact would be rescheduled for the next day for home1 mode

37. Customer Scenario ..3 Customer is a Telco and only mobile numbers are uploaded Customer wants to conduct a survey Customer first wants to send a SMS to the mobile subscriber to inform of the upcoming Survey On the Success of sending the SMS the mobile number should be called

38. Configured Dial Plan ..3 Customer is first sent an SMS with the impending Survey message On Success of the SMS the contact is immediately rescheduled for Mobile – Voice Channel Customer is now called on the mobile number For Success outcome of SMS it is set to be rescheduled after 2 minutes for Mobile Voice Mode

39. Contact Selection

40. Contact Selection LCM can be configured to select contacts in different modes Increase Market Spread Select fresh uploaded contacts that have been never dialed before Select old uploaded contacts that have been never dialed before Increase Market Penetration Select rescheduled contacts

42. Key Contact Selection Parameters LCM provides specific parameters for unique Contact Selection Specify preferred Calling Time Range for Individual Contacts Specify Time Zone for Individual Contacts Assign specific Business Priority to Individual Contacts

43. Contact Selection – Using Business Parameters Any number of custom queries can be designed on a per campaign basis. LCM will execute such Business specific queries for contact selection.

44. Inbuilt Contact Selection Algorithms Inbuilt Contact Selection algorithms are available and can be used based on Business strategy

45. Scripting

46. Scripting LCM offers powerful scripting options which can be configured using visual basic scripting SMS Script SMS scripts are used to form the SMS text to be sent Using a standard template, the script can interact with the business application online to form the SMS Script

47. Typical SMS Scripting

48. Scripting Email Script Email scripts are used to form the Email message to be sent. Using a standard template, or using html headers an html based script can be created with pictures and attachments; the script can interact with the business application online to form the Email Script.

49. Typical Email Scripting

50. Time zone & DNC

51. Time Zone Management While uploading contacts, time zones can be specified for each contact LCM will internally recalculate the mode start and end times depending on the time zone If no time zones are specified then local LCM time zone is used

52. Do Not Call List DNC filtering is done only while uploading contacts DNC database is not maintained by LCM, but the customer needs to maintain and update the DNC database LCM, while uploading contacts will connect to the customer DNC database and check if the contact is in DNC database Once uploaded, new changes to the DNC list needs to be manually refreshed using the controller DNC list can be campaign specific, that means campaign specific DNC filtering can be done

53. LCM Controller – Administrative Tool

54. LCM Controller

55. Campaign Management Create new campaigns and set details like Pacing mode Campaign run times Dial plan Time zone Call outcomes

56. Campaign Management Campaign Runtime Specify Date range. Specify daily start and stop time. Specify different start and stop times in a day (shifts). Specify holidays for a year and apply to campaigns. Specify days the campaign will run in a week.

57. Controller – Contact Upload

58. Controller – Contact Upload Contacts can be uploaded through the controller Contacts can be uploaded by connecting to a database or by selecting an upload file containing delimited data Select the modes Select fields like priority, moment, agent ID, time zone Map business data fields Upload contacts using auto up loader For Email and SMS separately “Message” or “Subject” and “Attachment” can be mapped”

59. Control Contacts – Block Specific contacts can be blocked from the uploaded contact list if desired Contacts can be displayed by campaign and filtered either by business Key or any other business parameters From the displayed contacts, specific contacts can be selected and blocked and closed from being picked up by LCM.

60. Control Contacts – Reschedule Specific contacts can be rescheduled from the uploaded contact list if desired Contacts can be displayed by campaign and filtered either by business Key or callback, rescheduled, closed or blocked contacts From the displayed contacts, specific contacts can be selected and rescheduled to a specific date and time or reset as a fresh contact

61. LCM Monitor – Reporting Tool

62. LCM Monitor Historical campaign measurement tool using crystal reports Campaign monitor and campaign reports Available in variety of formats – HTML, Excel

64. Key specific

65. Failed calls

66. Campaign summary

67. Campaign list

68. User list

69. Call outcome

71. DNC Block List Report Business Outcome Report Campaign Summary Report Key Specific Report

72. Monitor – Graphical Reports

73. LCM SDK

74. LCM Agent Component LCM agent component is an Active X control All functionalities of LCM can be achieved using the SDK layer Set Business Outcomes for a contact. Set Regular Callbacks Set Personal Callbacks

76. Standard outcomes

77. Business outcomes

78. Set internal DNC

80. Out Of the Box Agent Application

81. Agent Application LCM provides a ready to use Out Of the Box Web based Agent Application It provides all agent side features like Screen pop with all uploaded data Setting Call Outcomes Setting Business Outcomes Marking numbers as DNC Setting Regular or Personal Callbacks Changing the mode of callback Call Guide

82. How does it Work? Cisco Unified CCE Dialer LCM Key sent with the Account number field to Unified CCE Dialer LCM Account number passed to CAD or CTIOS Desktop Screen Pop Data Pulled from LCM based on LCM Key Processing LCM Key from Account Number When LCM uploads contacts into Cisco Unified CCE Dialer, it passes an unique ID (LCM key) in the account number field When the outbound call reaches an agent, the Account number (LCM Key) is passed to CAD or a CTIOS based application The OOB Agent Web page can be launched with the LCM Key, using LCM agent functionalities, screen pop data can be pulled along with Call Guide and other LCM functionalities.

83. LCM Agent Application Screen Pop Setting Outcomes / Callbacks Call Guide

84. Agent Application With CTI OS CTI OS Softphone Screen Pop Setting Outcomes / Callbacks / Changing Numbers Call Guide

85. Call Guide

86. Call Guide – Features Call Guide is an agent question prompter where question answer sessions can be designed Call Guide provides information for the agent to effectively answer customer queries The possible question and probable answers to the question enable the agent to provide a healthy uninterrupted customer interaction Design multiple questions & multiple answer flow sessions Configure multiple start questions Each answer of a question can be configured for the next question Assign individual call guide scripts to specific campaigns

87. Call Guide Administration

88. Call Guide SDK Interface The SDK interface can be used to use the Call Guide features on the agent application Functionalities are provided to show the first question and subsequent ones depending on the answers selected Agents can go forward or backward in the series of questions Agents can also enter extra customer data for any answer to a question All questions with the answers selected along with customer data entered is stored for reporting

89. Call Guide – Business Benefits Availability of standard question and answers to agents reduces the percentage of human error Agent training cycles for separate business processes are drastically reduced Can be used by agents as a Knowledge Base Tool for solving customer queries Agent and customer transaction reports are available to track customer trends

90. Thank You India Email: sales@acqueon.com Phone: +91 9840711729 support@acqueon.com USA Phone: +1 609 945 3139