1. Interaction Dialer
Innovation in Outbound Campaign Management

2. Who uses a Dialer & Why?
3. Who uses a dialer?
4. Interaction Dialer is used to
Increase revenue
Decreaselabor costs
Increase customer service capabilities
Increase contactcoverage
Optimize calling order
Record results consistently
Manage callbacks effectively
Manage inbound and outbound traffic at the same time
Why is an automated dialer used?
5. What Interaction Dialer can do for you
6. Without Dialer: Manual Dialing
Dial & Listen
Agent with
Contact
List
AnsweringMachine40% - 40 sec.
No Answer25% - 25 sec.
SIT
10% - 20 sec.
Busy5% - 5 sec.
Live Person20%
Wrong Person60% - 60 sec.
Update
Record
Right Person
40% - 120 sec.
7. Agent Productivity:Manual Dialing
15-20 min
40-45 minutes
>>>Agent spends majority of time on non-productive tasks
8. Call List
Interaction Dialer
Dial & Analyze
No Answer, SIT, Busy, Machine80%
Connection 20%
Update Record
Wrong Person60% - 60 sec.
Live Person 90%
Agent with
Contact
Script
Update
Record
AnsweringMachine10% - 10 sec.
Right Person
40% - 120 sec.
With Dialer: Automated Dialing
X
Agent with
Contact
List
Dial & Listen
AnsweringMachine40% - 40 sec.
No Answer25% - 25 sec.
SIT
10% - 20 sec.
Busy5% - 5 sec.
Live Person20%
Wrong Person60% - 60 sec.
Update
Record
Right Person
40% - 120 sec.
9. Agent Productivity:Automated Dialing
5-10 min
50-55 minutes
>>>Agent spends majority of time talking with customers
10. Interaction Dialer
What is it?
11. What is Interaction Dialer
Outbound Campaign Management built on an all-in-one, multi-channel communications software solution
12. Fax
WFM
Recorder
Dialer
VM
PBX
IVR
ACD
Single Vendor
No Integration Issues and Costs
Single Point of Administration
Faster Deployment
Add Functionality as Needed
Less complexity
Lower costs
Innovative Single Platform
Proprietary vendors
$
PBXACDIVRVMDialerRecorderWFMFAX
13. A module built as part of a unified communications software suite (ICP) recording, inbound ACD, WFM, etc.
Fully TDM, fully SIP, or hybrid but with seamless migration path and investment protection
Single source of administration and support
Comparatively, provides a lower total cost of ownership than other dialer solutions
Aspect (Davox, Melita), Avaya, SER
Multi-box, multi-vendor approach sold as part of a product portfolio
Multiple points of admin
Multiple OS
Multiple Technologies
Point solutions with integration costs to third-party products
Interaction Dialer: Differentiators
Competitors
Interaction Dialer
14. Interaction Dialer
Features
15. Multiple Dialing Modes
Preview, Power, Predictive, Precise, Agentless
Scripting options
From simple forms to WYSIWYG editing to COM API integration
Powerful ACD
Inherent blending
Skills-based Dialing
Regulation Adherence
Telemarketing sales rules abandons
Safe harbor call logging
Support of caller ID
List Management
Import Wizard
Sorting, filtering
DNC Scrubbing before and in real-time
Time Zone Mapping
Exclusion Wizard
Campaign Management
Contact Policies
Rules
Staging
Alerts
Real-time Supervisory Monitoring
Interaction Dialer: Main Features
16. Multiple Dialing Modes
Most Aggressive
Least Aggressive
17. Interaction Dialer Scripting Options
18. Powerful ACD: Blending
ACD
Universal ACD for all media handling
Inbound
Outbound
Inherently blends as needed
Watches inbound traffic
Ramps up outbound when inbound activity drops
19. Powerful ACD: Skills-based Dialing
General Concept:
Identify available agents and their skills
Identify matching contacts from contact list with skills of available agents before dialing
Uses
Combining campaigns
State-based licensing
Language requirements
Selling/collections specialties
Contact optimization
Agent Pool
Contact List
20. Interaction Dialer: Regulatory Compliance
FTC Telemarketing Sales Rule (TSR)
Abandoned Call Safe Harbor
3% or fewer of calls abandoned
Allow phone to ring 15 seconds / 4 rings
Play recorded message if no agent available
Maintain records documenting adherence
Do-Not-Call (DNC)
National/State DNC Best practice: 3rd party DNC, EBR services
Site/vendor-specific Manage on-the-fly
Caller ID per campaign or per call
Phone Number and Name
Options designed to work w/ other regulatory needs (e.g. collections) and other countries regulations
Interaction Recorder integrates tightly into CIC and Dialer
21. Contact Import Wizard
Create new call lists
Import contacts into existing call lists
Import schedule calls to contacts
Be launched stand-alone or from Interaction Administrator
Contact list creation and contact import from popular data sources
Microsoft SQL Server
Oracle
Microsoft Access
Microsoft Excel
CSV text files
Contact Import
22. Web service-based integration to DNC.comfor just-in-time scrubbing(bulk of #s removed pre-load scrub)
DNC.com provides free setup andconsultation for ININ customers
Option to integrate with customer-managed DNC lists
Just-in-time DNC Scrubbing
Pre-loadScrub
Load Listinto Dialer
Just-in-timeScrub
Dial PhoneNumber
3rd-party DNC (DNC.com) or internal DNC lists
23. Map phone number to appropriate time zone automatically
7 data sets/vendors + generic ININ open format supported
Telcordia
Maponics
Quentin Sager
area-codes.com
others
Mapping occursautomatically in real-time per configuration
Built-in Time Zone Mapping
24. Contact Exclusion Wizard can
Exclude 1 or many contacts
Look across multiple active/inactive campaign call lists
Update call list and Dialers next-to-be-dialed cache
Be launched stand-alone or from Interaction Administrator
Excluded contacts are marked with aStatus = E in call list
Call List Management API used by both Wizards can be used to programmatically do some/all of what Wizards do
Contact Exclusion
25. Contact Policies & Rules
26. Staging & Alerts
27. Seven real-time views
Agent Detail & Overview
Finish Code Overview
Graph 6 data sources
Stage Overview
Workflow Detail & Overview
Workflow and Campaign Operations
Recycle
Restart
Pause
Stop
Interaction Supervisor
28. Interaction Dialer: Add-on Modules
29. Architecture
SIP Dialer
30. 1U Appliance approx 16 deep can be rack mounted
Headless no mouse, monitor, keyboard required, thoughUSB ports available
SIP Coder Support voice coding/compression
G.711 better quality, more bandwidth consumption
G.729ab low-bit rate coder, less bandwidth consumption
Interaction Gateway
2 models: 4 or 8 spans(E1 /T1)
Custom chassis, 360 degree color (ININ Gold)
LCD panel w/buttons for status/settings
LAN/WAN connection redundant gigabit NICs
31. Web-based administration (HTTP)
FTP used to retrieve log files or apply patches
Patches can also be applied using special USB key
Gateway Management
32. Interaction Gateway Architecture
PSTN
PSTN
TDM-basedDialer Server
SIP-basedDialer Server
SIP
Interaction Gateway
T1 /E1/ ISDN
trunks
T1 / E1/ISDN
trunks
Quad Span T1 Card
Without Gateway / boards
With Gateway / SIP
33. N x M Architecture
PSTN
SIP-basedDialer Server
SIP
Interaction Gateway
LAN/WAN - SIP
T1 /E1/ ISDN
trunks
One Interaction Gateway can be utilized by one or more Dialer servers
or multiple Gateways can be utilized by one or more Dialer servers
34. Central Campaign Server
BadCall
Call
History
Call
Lists
Scheduled
Calls
Agent
Stats
Interaction Gateway
(NxM)
PSTN
T1, E1, or ISDN
trunks
Agent Workstation
LAN/WAN (SIP)
Interaction DialerOutbound Dialing Server(on Customer Interaction Center)
Interaction DialerCentral Campaign Server (on SQL or Oracle server)
Interaction Dialer: Architecture
35. Interaction Dialer
Innovation in Outbound Campaign Management