Avaya Outbound Solutions
It's not just about collections anymore!
In the past, "outbound communications" has been misconstrued as a euphemism for unwanted dinnertime calls. Proactive customer outreach moves beyond automated dialers and pre-recorded telesales messages.
While there still is a place for more traditional applications, proactive customer service provides businesses the opportunity to build positive customer interactions and relationships.
By linking customer data and business processes to outbound communications, businesses can deliver timely, relevant information and break through the clutter of communications. It’s about anticipating customers’ needs and exceeding their expectations to develop trust and loyalty.
Consider traditional debt collection. If this is a key part of your business, then you probably have it down to a science. But what if you could improve the collections process and help manage the customer life cycle by automatically reaching out to customers before their bill is due?
By integrating cutting-edge technology and knowledge, Avaya is providing a framework that allows our customers to improve their customer service/care processes.
Benefits of Proactive Outreach
Proactive Outreach makes it possible to proactively reach out to customers with timely, relevant communications, providing automated, pre- emptive customer service such as:
- Appointment reminders with confirmation and rescheduling options
- Status of an order, or prescription refills
- Collections calls with account information and self-service options to pay on the spot by phone
- Notification of suspected credit card fraud and automated verification of charges
- Assistance with mortgage modifications and application status
- Information about flight cancellations with suggested alternatives and automated rebooking confirmation
Read more (Brochure, Approaches to Proactive Outreach PDF)
Outbound Dialling - Avaya Proactive Contact
Proactive Contact solutions allow your business to reach more customers, more quickly and more profitably.
These robust systems include both efficiency and effectiveness tools to help optimise profitability in the call centre - efficiency tools include superior voice detection technology, for example, which helps drive down agent idle time and increase right party connects. Effectiveness tools, with features that allow agents personal ownership in selected accounts, can deliver more promises to pay or buy, and fewer abandons. All of this results in as much as six times the productivity.
Cruise Control
Cruise Control helps optimise performance. With Proactive Contact you’ll get the most consistent results and highest productivity using the revolutionary new pacing feature, Cruise Control.
When you define a job or campaign, you also set up the call pacing method and service level goals based on the type of calling activity you want to complete. After beginning a job that uses Cruise Control, it is not necessary to monitor or adjust settings relative to meeting and controlling service levels. The system does it for you.
In fact, Cruise Control is designed to always meet or exceed your goals. This means that even under the most stringent conditions, including highly restrictive legislative targets, you can be assured that Avaya Proactive Contact with Cruise Control will help you attain your goals.
Virtual Agent
Using Virtual Agent for increased efficiencies. To further enhance productivity, Avaya services offers a Virtual Agent solution that enables enterprises to communicate successfully with customers, yet reduce the volume of calls into the contact centre.
This Proactive Contact/Interactive Response integration provides an approach to customer service that is designed to pre-empt calls, allowing agents to focus on other revenue producing activities. Avaya Virtual Agent is an enterprise-initiated interaction in which businesses deliver information of value to customers before they call the contact centre.
By using outbound interactive communications to deliver proactive care, enterprises can automate the timely delivery of relevant and meaningful information like an appointment reminder or notification that an order is ready, for example, to customers and enable them to provide feedback.
Call Blending
Call blending smoothly integrates inbound and outbound calls. If workers in your contact center have idle-time throughout the day that is not being used for something productive, it’s a lost opportunity to generate profits.
In order to "fill the gaps", outgoing campaigns can be integrated into the call centre strategy to make agents more productive, and your business more profitable. Alternatively, as inbound volume increases, our sophisticated call-blending applications transfer available calls to the blended inbound or outbound team.
You can choose the blend based on either overflow or on predictive analysis of inbound call trends. Sporadic inbound overloads and agent idle time are minimized, while contact centre productivity is maximised.
MI/Reporting
As you seek to maximise agent productivity with call-blending, you’ll want to ensure you understand what is working well and what areas may require fine tuning. The success of customer interactions can be measured through increased revenue and/or retaining valued customers, but too much data in too many places leads to a shortage of valuable management information on customers and your front line of defence, the agents.
Ask yourself, do I really know what’s happening to all of my customers? Is agent productivity optimised, striking a balance between efficiency and service?
That’s where Avaya IQ comes in. A comprehensive solution which merges the reporting and analytics that you’ve traditionally used for inbound calls and extends it to include outbound communications, by consolidating agent data on inbound and outbound calls, and providing insight and answers to critical questions.
Read more (Brochure, Avaya Proactive Contact PDF)