Avaya Outbound Contact Express is a predictive dialler for IP Office

1. Avaya Outbound Contact Express
Jan 2014

2. Agenda
 Overview
 Key Features
 Engineering the Solution
 Sizing and Quoting
 Selling the Value
 Competitive
 Use cases
 Services
 Summary
© 2013 Avaya Inc. All rights reserved.
2

3. Avaya Outbound Contact Express
A new outbound solution Avaya is bringing to market
Turnkey, pre-integrated, package with all
hardware, software required
Rapid deployment, in day(s) vs. months
Simplified support with a single vendor
Supporting outbound agent dialing
requirements:
Avaya Speech Analytics
PC Supervisor
 Midmarket, 25-250 agents, <500 trunks
 Tailored for collections or telemarketing
verticals, with high need for outbound calling
 Full featured solution with built-in outbound
dialing, agent webclient, scripting, reporting, call recording and
speech analytics
Web
IP
Endpoints Agent
 Option to utilize PBX functions of IP Office
© 2013 Avaya Inc. All rights reserved.
3

4. What does it take today to build an outbound
dialing solution?
Vendor #1
Networking
Vendor #2
Collaboration
Platform
Vendor #3
Outbound CC
Analytics
Vendor #4
Scripting Engine
Vendor #5
Steps: Build, Test, Configure, Run
1) Setup Multi Vendor RFP
2) Engage Systems Integrator
3) Schedule Build out
4) Test interoperability
5) Configure components
6) Rollout
7) Validate and run
Session Border
Controller
30+ Days
to operation
Coordinate
multiple
Vendors
Customer Pain Points
Multiple vendors, complex deployment and maintenance
Partner Pain Points
Multiple vendor relationships and credential requirements
© 2013 Avaya Inc. All rights reserved.
4

5. Avaya Outbound Contact Express





IP Office Server Edition
Predictive Dialer
Avaya SBCE
Web Agent incl. Scripting
Reporting & Speech
Analytics
 Networking
Steps: Build, Test, Configure, Run
1) Setup Multi Vendor RFP
2) Engage Systems Integrator
3) Schedule Build out
4) Test interoperability
5) Configure components
6) Rollout
7) Validate and run
Turnkey
Pre-Configured
1 Day
Single Vendor
Tested
Interoperable
© 2013 Avaya Inc. All rights reserved.
5

6. Avaya Outbound Contact Express
Typical Customer Use Cases
Customer
Retention
& Win Back
Customer
Surveys
Cross-selling
© 2013 Avaya Inc. All rights reserved.
Welcome Calls
and Appointment
Reminders
Fraud Alerts
Collections
6

7. Every outbound phone call has value…
Otherwise companies wouldn’t be making them
© 2013 Avaya Inc. All rights reserved.
7

8. Manual Dialing vs. Predictive Dialing
Talktime
Administration
Typical manual contact
rate 5 –10 per hour
Prep
Dial
Ring
Talktime
Wrapup
0
10
20
30
40
Seconds
50
60
200 – 300% contact rate increase
Talktime
Wait
Typical Avaya contact
rate 20 – 30 per hour
Prep
Dial
Ring
Talktime
0
© 2013 Avaya Inc. All rights reserved.
10
20
30
40
Seconds
50
60
8

9. Q: What is the value of a live phone call to your organization?
Sales / Telemarketing

Product Sells for $120

Close Ratio is 33%

The value of each call
is $40
Surveys
 Company is paid $75 for
each completed survey
 Completion rate is 20%
 The value of each call is $15
Collections
 Average Delinquency
Amount is $500
 Promise Rate is 25%
 The value of every call
is $125
Appointment Reminders
 Each missed appt costs the
company $150
 100 appts/mo are missed
 80% of missed appts are kept
if reminded
 Value of Reminder = $120
© 2013 Avaya Inc. All rights reserved.
9

10. ROI (Payback Period) = Cost of System / Revenue
Total # of Live Calls x
Value of Call
20,000
Talk Times
Talk Times
(Seconds)
Update Time
(After Call Work)
Idle Time
(Between Calls)
Total Event Time
Calls /Agent / Hour
$40
1 Minute
2 Minutes
3 Minutes
4 Minutes
120
180
240
30
30
30
$ 800,000*
300
30
Revenue
5 Minutes
60
=
30
Per month
20
20
20
20
20
110
170
230
290
350
33
21
16
12
10
Sales / Telemarketing
> Product Sells for $120
Talk Times
2 Minutes
3 Minutes
4 Minutes
Number of Agents Required to handle call volumes
3
4
5
# Calls per month
1 Minute
5 Minutes
10,000
2
20,000
4
6
8
10
12
30,000
6
9
12
15
18
40,000
8
12
16
20
24
50,000
10
15
20
25
30
60,000
12
18
24
30
36
70,000
14
21
28
35
43
80,000
16
24
32
40
49
90,000
18
27
36
45
55
100,000
20
30
40
50
* Not all revenue
is profit, of
course. Use
appropriate net
revenue amount
61
6
> Close Ratio is 33%
> The value of each call is $40
$ 175,000 (example cost)
$ 80,000* (10% net revenue)
© 2013 Avaya Inc. All rights reserved.
= 2.2 months
10

11. Target Customers
Mid-Market
25-250 users (includes agents, supervisors, other users)
250-500 trunks
Dedicated outbound contact centers
Competitor base opportunities
• Customers moving to IP as
part of technology refresh
• Customers moving to SIP
trunking
• Customers concerned with
competitor viability
Greenfield opportunities
• Enterprises with collections,
telesales, inside sales,
proactive customer care teams
• Preference for turnkey, preintegrated solutions and single
vendor sourcing and support
due to limited IT resources
• Requirement for rapid
installation
© 2013 Avaya Inc. All rights reserved.
11

12. Perfect Profile Customer
 25-100 agents
 Outbound-only shop or have ability to segregate outbound agents
–
–
–
–
–
Collections
Fund-raising
Customer Outreach
Subscriptions
Telemarketing
 No blending required
 Can operate in standalone mode or can integrate with existing PBX
 Greenfield opportunities
– > 10,000 calls/month
 Replacement/Upgrade opportunities
– Tech refresh with move to IP infrastructure/ SIP trunking with nondisruptive, cost-effective implementation offer
– Benefits of browser-based interface for agents
 Limited customization or integration needed
© 2013 Avaya Inc. All rights reserved.
12

13. Outbound Contact Express – Proactive Contact
Complexity / Customization
Professional Services needs
Positioning of agent based outbound
Proactive Contact
Outbound Contact
Express
Size
Avg. System Size
Outbound Contact Express
© 2013 Avaya Inc. All rights reserved.
Avg. System Size
Proactive Contact
13

14. Talk Times
2 Minutes
3 Minutes
4 Minutes
5 Minutes
60
120
180
240
300
30
30
30
30
30
20
20
20
20
20
Total Event Time
110
170
230
290
350
Calls /Agent / Hour
Calculating the
number of agents
1 Minute
33
21
16
12
10
Talk Times
(Seconds)
Update Time
(After Call Work)
Idle Time
(Between Calls)
Basic Formula
# Live Calls
Required* per month
/ 160* (hrs per
month) / calls per
agent per hour
Talk Times
2 Minutes
3 Minutes
4 Minutes
Number of Agents Required to handle call volumes
2
3
4
5
6
4
6
8
10
12
6
9
12
15
18
40,000
8
12
16
20
24
50,000
10
15
20
25
30
60,000
12
18
24
30
36
70,000
14
21
28
35
43
80,000
16
24
32
40
49
90,000
18
27
36
45
55
100,000
© 2013 Avaya Inc. All rights reserved.
10,000
30,000
NOTE:
These are Live
Conversations, not calls
placed
1 Minute
20,000
* Based on M-F, 8 hr
work day. Be sure to get
total monthly hours from
the customer
# Calls per month
5 Minutes
20
30
40
50
61
14

15. Avaya’s Outbound Offers
Proactive Contact
 Avaya’s premier
dedicated outbound
dialer
 PG230 “Hard
Dialer”
 CTI “Soft
Dialer”

15th
generation
application
 3 Types of Blending
 Ability to deliver 1
way OB notifications,
with opt-out
Stand Alone
© 2013 Avaya Inc. All rights reserved.
Proactive
Outreach
 Integration between
Proactive Contact &
Experience Portal
(Dialer & IVR)
 Two Best in Class
solutions Provides
“Proactive Outbound
Self Service”
 Dialer places call,
passes live connect
to IVR
 Live agent &
Automated
Notifications, plus
conditional branch
scripting
Integrated
Outbound Contact
Express
 A turnkey, bundled
solution for midmarket (<250 agents)
 Uses IP Office
Switch (no PG230)
 Includes:
Proactive Outreach
Manager (POM)
 Avaya’s Next
Generation Outbound
 Proactive Contact &
Voice Portal on a
common server
 Live agent & multi-
Contact 5.1
channel from a single
platform
 Web based
 POM 2.5 (Automated
 Proactive
agent
 Scripting
 Recording
Notifications)
available today
 POM 3 (live agent) in
December
 Analytics
Bundled
Unified
15

16. Overview of Avaya Outbound Solutions
Avaya
Outbound Contact
Express R1.0
Avaya
Proactive Contact
R5.1
Avaya
Proactive Outreach
Manager v2.5
Primary Value
Proposition
All-in-one pre-integrated
Outbound dialing solution
for Small and Midsize
Contact Centers
Best-in-class Enterprisegrade dialing solution for
Midsize and Large
Enterprises with
sophisticated needs
Automated, multi-media
(Voice, SMS, Email)
Proactive Customer Care
Solution for low-cost, high
touch campaigns
Primary
Customer
Needs
Satisfied
Dedicated Telemarketing
and Collections Platform
Focused Telemarketing
and Collections Platform
with rich Contact Center
Integration
Sophisticated Notification,
Escalation, and Business
Process Support integrated
with 360 degree feedback
Best in class Call
Classification and rich
integration to Contact
Center; Ecosystem of
Solutions
Multi-channel campaign
management (Email to
SMS to voice to inbound
agent escalation paths)
Integration Application of
Avaya Aura Experience
Portal
Low Acquisition and
Primary
Differentiators Operational Footprint, Preintegrated with all
elements, Fast install
© 2013 Avaya Inc. All rights reserved.
16

17. Overview of Avaya Outbound Solutions
Avaya Outbound
Contact Express
R1.0
Inbound/outbound
blending
Call Recording
Avaya Proactive
Contact R5.1 (CTI
Dialer only)
Avaya Proactive
Outreach Manager
v2.5
250 agents
500 trunks
4.500 agents
9,000 O/B lines
3,000 agents
5,000 ports (Automated
Voice Agents), 20,000+
email per hour, 20,000+
SMS sent per hour
N/A (1)


N/A (2)



N/A (3)
(Standard, pre-integrated)
Capacity
Avaya Proactive
Contact R5.1 (Hard
/PG230 Dialer only)
(via Avaya WFO,
partners)
(via Avaya WFO, partners)




(Standard for agent
desktop incl. Scripting)
(via OEMs, partners)
(via OEMs, partners)
(For administration of
campaigns)
95%
1100ms
98.9%
770ms
85%
1200ms
97.9%
900 ms
FCC Compliance




OFCOM (UK)
Compliance




Turnkey, eliminates time
to integrate phones,
switch, scripting, call
recording. APS offer for
dialer setup available
Standard APS
installation services
required
Standard APS installation
services required
Standard APS installation
services required
Web client
Call Classification
and call connect
(productivity)
Installation
• (1) Blending is not relevant to OCE 1.0 as it is not integrated with inbound contact centers in this version
• (2) Blending is not relevant to POM 2.5 as Agent-based Outbound Dialing is not supported
•© 2013 Call Recording reserved.
(3) Avaya Inc. All rights is not typically used with automated outbound campaigns as Agents are not involved in interactions
17

18. Which Solution is Right for the Customer?
Agent-less proactive customer
care, surveys, etc.
Agent-based collections,
telemarketing, surveys, etc.
Existing
Communication
Manager
Hosting
• Inbound/outbound blending?
• High productivity?
• OFCOM (UK)?
• Best of breed solution
integrations?
• High capacity call rates?
PC CTI
Dialer
© 2013 Avaya Inc. All rights reserved.
PC Hard
Dialer
>250
agents
25 – 250
agents
• Pre-integrated
scripting, call
recording, web
agent, speech
analytics, trunking, SIP, an
d HW?
• Low cost installation?
• Upgrade pricing of existing
solution a concern?
Outbound
Contact Express
• Multichannel
outreach
needs?
• Proactive
customer
care with
selfservice
options?
Proactive
Outreach Manager
18

19. Solution Deployment
Greenfield with locally deployed agent handsets
© 2013 Avaya Inc. All rights reserved.
19

20. Solution Deployment
Re-use existing PBX assets for the agent handsets
Existing PBX
or SP
© 2013 Avaya Inc. All rights reserved.
20

21. Outbound Contact Express Design is simply:
Trunk type:
SIP, PRI, SIP&PRI
Trunk size:
up to 250 or 500 trunks
Network integration:
Phones connected to OCE
or
on existing network
Agent Handsets 96x1
(IP H.323)
- Plus Installation & Maintenance © 2013 Avaya Inc. All rights reserved.
21

22. Pricing
Material Code
Description
List Price (USD)
273745
AOCE HDWR SIP 250 6 ERS
$52,000
273746
AOCE HDWR SIP 500 6 ERS
$56,000
273747
AOCE HDWR SIP/PRI 250 6 ERS
$56,000
273748
AOCE HDWR SIP/PRI 500 6 ERS
$66,000
304068
AOCE HDWR SIP 250 SINGLE ERS
$42,000
304069
AOCE HDWR SIP 500 SINGLE ERS
$46,000
304140
AOCE HDWR SIP/PRI 250 SINGLE ERS
$46,000
304141
AOCE HDWR SIP/PRI 500 SINGLE ERS
$56,000
304142
AOCE HDWR PRI 250 SINGLE ERS NO SBC
$42,000
304143
AOCE HDWR PRI 500 SINGLE ERS NO SBC
$52,000
304170
AOCE HDWR PRI 250 6 ERS NO SBC
$52,000
304171
AOCE HDWR PRI 500 6 ERS NO SBC
$62,000
273740
AOCE R1 PER USER LIC NEW
$2,200
273741
AOCE R1 PER USER LIC ADD
$2,200
Please see the Offer Definition for additional details.
© 2013 Avaya Inc. All rights reserved.
22

23. Services
Implementation / APS
Ongoing Support / GSS
 Business Partners will be able
to implement
 Mandatory SA (essential) and
UA attach
 Utilizing APS Proactive
Contact Talent
 SA/UA based on the full
solution rather than individual
components
 Quoting through “ProServices
Now”
 Initial Deployments will be APS
only until partners are trained
© 2013 Avaya Inc. All rights reserved.
 SSL/VPN for remote
connection
 No co-delivery for phase 1
23

24. Outbound Contact Express
APS Capabilities
 AOCE Deployment:
– AOCE Deployment Base Offer
– A series of optional Add-ons
 AOCE Optimization:
– AOCE Productivity Analysis
 AOCE Advanced Applications Capabilities:
– 1 minute infinite job
– ODBC access
 AOCE Consulting Capabilities:
– Avaya Speech Analytics Advanced Consulting Workshop
– Block of Proactive Contact Consulting hours
© 2013 Avaya Inc. All rights reserved.
24

25. Outbound Contact Express
APS Base Offer
AOCE APS Base Offer
Base offer includes all services to get started effectively (PRI Only):
• Data gathering session and Technical readiness review
• Onsite, cabling / power, remote access enablement
• Configuration of unique customer details, like IP addresses, trunking and dial routing
patterns.
• 3 pre-defined Proactive Contact standard lists/campaigns, that can be:
• Collections.
• Telemarketing.
• Customer Satisfaction Surveys.
• Up to 5 days on-site for:
• Standup and integration of the AOCE solution into the customer’s environment.
• Integration, setup and testing of pre-defined standard lists.
• Up to 2 hours of System handoff review, for supervisors (for Customers that have
previously taken self-training via Avaya University courses)
• One day remote Go-live support.
© 2013 Avaya Inc. All rights reserved.
25

26. Average construct
50 users – w/o phones
Item
Qty
List Price
Enhanced
List Price
250 Trunks SIP/PRI Bundle Single
ERS
1
$46,000
$46,000
OCE User License
50
$2,200
$110,000
Subtotal (Product)
Anticipated
Street Price
$156,000
Upgrade Advantage 3YR AN *
50
$11.00
$6,600
Support Advantage ESS 3YR AN *
50
$13.33
$7,998
HW Parts NBD 3YR AN *
1
$335.50
$4,002
Subtotal (Service Year 1)
$18,600
Implementation**
$50,000
Total Price (Year 1)
$224,600
$150,000
 Support Advantage and Upgrade Advantage are mandatory attach
 HW maintenance is optional
Notes: * SA, UA and HW maintenance list prices are monthly prices
** Implementation price estimates including base offer & some options, check APS offer for more details
© 2013 Avaya Inc. All rights reserved.
26

27. Key Take Aways
 Product designed to specifically target pain points of
mid-market segment
– Mid-market segment previously underserved segment by
Avaya
– Easy offer structure and qouting
 Partner compelling offer
– Easy implementation - can be carried out by partners
 Key features
– All-In-One full stack Outbound Dialing solution
– Turnkey, pre-staged
– Easily installed – Standard deployment in 1 day on site
– Industry-leading predictive capability
– Operating also in non Avaya PBX environments
© 2013 Avaya Inc. All rights reserved.
27

28. Qualifying Questions
© 2013 Avaya Inc. All rights reserved.
28

29. Qualifying questions - Is Outbound Contact Express a good fit?
Qualifying question
Background
Acceptable
Responses
How are you reaching out to your customers
today ?
Using manual dialing or having a dialer already? Using
preview or predictive dialing (if dialer is in place)?
What’s the process used?
Manual
If you use a system, what
technology/equipment do you use today ?
Old equipment / refresh needed? Equipment out of
support or expensive to support ?
Old needs
replacement
How many outbound calls are you making ?
How many agents do outbound?
Validate if an outbound dialing solution is applicable
(>10,000 a month). Input to design a solution and to ROI
>10,000/month
>25
Check on feature requirements:
• Do you use or would it be beneficial to use a
browser based agent interface ?
• Do you use or require call recording (e.g. for
compliance reasons) ?
• Do you use or require scripting to guide your
agents (Better consistency of conversations,
lower agent training requirements) ?
• Do you use or require speech analytics ?
The more features are used/required, the better the OCE
all-in-one package fits
Ok if they need
just predictive
dialing
Even better if
they need
additional
features
Is blending between outbound and inbound
calls required ?
OCE is primarily an outbound solution that doesn’t
support blending in this release.
Don’t need
today
Will the agent desktop require any third party
integration?
Understand options to use the web agent application and
potential integration needs on the desktop.
PS: OCE supports integration into web clients as of
today.
None or limited
Check on infra structure requirements:
• What PBX infra structure is in place?
• Do you use or require SIP trunks (OCE allows
easy migration to SIP trunking*) ?
Greenfield vs. existing PBX. Avaya vs. 3rd party PBX.
Local vs. remote agents.
Any can be
supported.
Good to have
this information
© 2013 Avaya Inc. All rights reserved.
Note: *Outbound Contact Express supports PRI and SIP trunks (not T1 robbed bit)
29

30. Qualifying questions – contd. – Generating a proposal…
Qualifying question
Background
Acceptable Response
What kind of trends are you seeing
relative to delinquencies and chargeoffs / sales objectives / customer
retention / customer satisfaction?
Understand the customers situation
and what business problems he is
trying to solve.
Any. Just getting more data to
understand their business.
How many outbound calls are you
making per day, week, or month?
Input to design a solution and to ROI
As accurate number as possible
How many agents support your
outbound calls today ?
Input to design a solution and to ROI
As accurate number as possible
What is the current average number
of calls an agent is doing per hour ?
Input to design a solution and to ROI
As accurate number as possible
What is the current average agent
wait time between each productive
connect ? Is this meeting your
expectations ?
Input to ROI
As accurate a number as possible
What percentage of connects that are
passed to agents are unproductive ?*
Input to ROI
As accurate a number as possible
What is the value of a live phone call?
Input to ROI
If they don’t have a number, we can use
the a reference number from slide 38
What measures have you taken to
address debt collection / sales
performance / customer satisfaction
levels?
© 2013 Avaya Inc. All rights reserved.
*Unproductive connects can include ringing phones,
busy signals, answering machines, dead-air, and more.
Not needed if customer is doing manual dialing today.
30

31. Resources
© 2013 Avaya Inc. All rights reserved.
31

32. Resources Available
Avaya Outbound Contact Express material on Sales Portal:
https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?Id=a3ja0000000LOexAAG
 Outbound Contact Express Customer Presentation
 Outbound Contact Express Brochure
 Outbound Contact Express FAQ
 Outbound Contact Express Offer Definition
 Outbound Contact Express APS Offer Definition
 Outbound Contact Express Recorded Demo
 Outbound Contact Express Flash Demo (targeted for September)
 Avaya Outbound ROI tools
Recorded Sessions (accessible for Business Partners)
 Outbound Contact Express Sales Overview
 https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LIEpAAO&Id=a3ja00
00000LOzvAAG
– Navigate to “Outbound Contact Express ASC”
 Outbound Contact Express Technical Overview
 https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3da0000000LFqaAAG&Id=a3ja0
000000LNPVAA4
– Navigate to “Outbound Contact Express ATC training”
© 2013 Avaya Inc. All rights reserved.
32

33. More Resources
 Avaya University Sales Training
Courses
Selling and Designing
Avaya Outbound
Contact Express
Solutions
Training
hours
Delivery
method
2C00040O/41O: Avaya Avaya Outbound
Contact Express – Sales
0.75
Web
3C00060O: Avaya Outbound Contact
Express – Technical Sales
0.25
Web
 Press release on Outbound Contact Express customer
 MedAmerica Billing Services, Inc.
 http://www.avaya.com/usa/about-avaya/newsroom/newsreleases/2013/pr-130812
© 2013 Avaya Inc. All rights reserved.
33

34. Avaya Outbound Contact Express
 To contact the ATAC PreSales Technicenter:
Voice: North America 720.444.7700 EMEA 44 1483
309078 APAC 65 6872 2693 India 91 20 3092 6555
– email: ATAC@avaya.com with the product in the subject
line (i.e. Outbound Contact Express)
– Web: https://atac.avaya.com/Technicenter.asp
– Please utilize our FAQ database tool before you
engage the Technicenter at:
https://avaya.my.salesforce.com/apex/sp_ViewDetail
Page?Id=a3ja0000000LXXRAA4
© 2013 Avaya Inc. All rights reserved.
34

35. Avaya Outbound Contact Express - Contacts
 In-region CC specialists have been trained
 Product Management
Michael Gruen
mgruen@avaya.com
+49 40 2392 4130
Sarita Fernandes
fernandes2@avaya.com
 Global Market Introduction
Joe Suggs
jsuggs@avaya.com
+1.425.201.9414
© 2013 Avaya Inc. All rights reserved.
35

36. Asks
 Profile your installed base for Outbound Contact Express
opportunities
 Evaluate the use of Outbound Contact Express on new
opportunities
 Come back with profiled opportunities that we can help
you on
© 2013 Avaya Inc. All rights reserved.
36