Avaya Proactive Contact allows agents to reach more customers, more quickly and more profitably through the use of automated technology and applications for outbound communications solutions. In addition, Proactive Contact gives your organization the ability to proactively reach out to your customers with timely information they need and appreciate, helping you to build stronger relationships.
Avaya Proactive Contact is a suite of hardware and software that enable proactive, opportunistic management of customer relationships within the contact centre. This solution delivers best-in-class efficiency and effectiveness to today's call centre, as it optimally manages calls to and from customers. Whether a calling mission requires inbound, outbound or blended solutions, Avaya Proactive Contact provides unparalleled technology to meet the demands of every customer's business. It contains a superior call pacing algorithm called Cruise Control that ensures the automatic control of Service Levels, thus resulting in increased agent productivity that delivers a better return on investment compared to legacy dialling systems.
The Proactive Contact solution has applications to boost a call centre's efficiency and effectiveness, and these can be managed with powerful decision-making tools. Customers will achieve more transactions per hour, deal more positively and effectively with their customers, raise performance and productivity of both agents and call centres, and do so with a return on their investment that is quite remarkable.
These world class systems provide robust tools to optimize profitability in the contact centre - efficiency tools include superior voice detection technology, for example, to help drive down agent idle time and increase right party connects. Effectiveness tools, with features that allow agents personal ownership of selected accounts, help deliver on promises to pay or buy, and encourage fewer abandons.
Avaya Proactive Contact offer delivers an extensible and scalable solution that builds on the superior call detection, pacing algorithms and agent blending functionality of previous versions of the system. Most significant is the new "State of the Art" dialling algorithm - Cruise Control, which provides measurable gains in Agent and Supervisor productivity, while allowing you to meet Federally (FTC) mandated "Nuisance Call" requirements, and simultaneously giving you automatic control of Service Levels. All this in addition to improving and building on the ability to use shared calling lists that allow you to run jobs using a calling list residing on another Proactive Contact System. Multi-dialler capabilities also provide Multi-Dialler Agent Login Management. This allows logins and passwords created on one dialler to be populated on all of the customer's diallers across the enterprise. All resulting in optimized contact centre performance and profitability.
Supervisor Editor
The Proactive Contact Supervisor Suite comprises of numerous applications that give the user the ability to manage and efficiently run the Proactive Contact System. The Supervisor Suite includes the: Supervisor Editor, which provides dynamic, real-time management of calling campaigns. Featuring a graphical, Microsoft Windows-based interface with simple pull-down menus and input fields, the Editor makes it easier than ever for your supervisors to design, control, and analyze contact centre campaigns.
Additionally, the Editor places you in firm control of your Proactive Contact configurations. The Editor enables you to create, modify, and maintain system operations easily and efficiently without vendor intervention. As a result, you can swiftly and cost-effectively respond to your organization's changing needs. Featuring an intuitive, Windows-based interface, the Editor makes operation easy. No programming experience is needed to take full advantage of the Editor's powerful capabilities.
Supervisor Monitor
The Monitor component of the Supervisor Suite provides a real-time, intuitive view of system, job, and agent statistics. Supervisors can monitor as many system, job, or agent activities (single or group) as desired; including current call results, call quality, agent productivity, talk times, and progress toward campaign goals. Supervisors can also monitor inbound and outbound wait queues, and view call completion results for each campaign, thus analyzing campaign effectiveness.
The Monitor displays statistics graphically, so the user can easily interpret the data at a glance. To help manage the contact centre more effectively, supervisors can set both visual and audio alarms that are triggered when certain characteristics of a campaign or agent performance are reached. For example, these cues can be activated when an agent has exceeded a specified talk time, or when a campaign has reached a preset goal.
Supervisor Analyst
Supervisor Analyst is a very powerful query, report, and analysis tool for your Proactive Contact system. Analyst is a combination of Crystal Reports, one of the industry leading query and reporting tools from Seagate Software, and value-added contact centre software from Avaya. In addition to over 30 comprehensive standard reports, Analyst puts ad hoc reporting in the hands of contact centre management, helping to satisfy your needs for timely, pertinent information on which to base operational and strategic decisions.
In Analyst, you can extract data from one or more Proactive Contact Systems, view contact centre statistics based on time segments; create report groupings specific to you business; and create, review, and modify queries and reports.
Supervisor Health Manager
The Health Manager is a Microsoft Windows-based client application that provides a major serviceability enhancement consistent with Avaya initiatives. It replaces the snapshot command-line view of system services health and scripted service activation with a real-time UI. Amongst is numerous features, it allows customers to self diagnose System issues and quickly recover. The user now has the ability to set up real time email notifications from Proactive Contact of any outages related to the various software services that run on the system. In addition, there are Service Level Monitoring Enhancements incorporated in the Supervisor Monitor, replacing Nuisance Monitor, and new performance reports focused on service level productivity.
Agent API
With the Agent API SDK, you are able to build customized agent applications that meet your Contact Centre's specific needs. Agent API is built on the Microsoft Component Object Model (COM) standard. COM is the underlying architecture that forms the foundation for higher-level software services such as object linking and embedding (OLE). Because Agent API is object-oriented, it is easy to use in most visual development environments.
Avaya Proactive Contact Event Services API
With the Avaya Proactive Contact Event Services API, you are able to build applications that need to be notified in near real-time with events occurring within the dialler switch and down to the agent level along with pertinent data associated with outbound calls that can then be used to trigger remedial actions based on rules built into your application.
Avaya Proactive Contact Agent
The Avaya Proactive Contact System Agent allows you to click icons or select menu commands to perform various tasks, such as put a customer on hold, transfer a customer, mark a customer with a Do Not Call designation, schedule a call-back, assign a completion code, go on break, leave a job, and join a job.
Internet Monitor
With Internet Monitor, a virtually unlimited number of monitor-only workstations can be established via the Internet. This can be accomplished from any computer equipped with Web browser software and Internet access. For PCs that are used solely to access summary information on campaigns and agents, Internet Monitor eliminates the PC platform requirements and software costs associated with additional Supervisor workstations. Multiple supervisors can simultaneously monitor a campaign without affecting performance. Internet Monitor enables viewing of agent and active call campaign information (calls remaining, call results, and agent activity).
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Managed and predictive outbound call handling.
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Three fully featured blend options (outbound and inbound integration).
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Industry leading voice detection technology.
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Powerful supervisor workstation.
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Robust campaign design and scripting.
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Advanced monitoring and reporting capabilities.
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Unified open client/server architecture.
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Scalable features and applications.
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Open standards-based development tools.
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Security standards.
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State-of-the art dialling algorithm.
Enhanced Call Progress Analysis
The Proactive Contact voice detection maximizes live-voice connects to agents which eliminates up to 97.6% of busy signals, answering machines, voice mail, unanswered calls, pagers, faxes, modems, and operator intercepts. Avaya Proactive Contact filters out non-productive call attempts up to 25% more accurately than other predictive dialling systems.
Agent Blending
As inbound volume increases, our sophisticated call-blending applications smoothly transfers available calls to the blended inbound or outbound team as needed. Choose from two blending strategies: blending 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 maximized.