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O utbound C ampaign M anager

O utbound C ampaign M anager. http ://www.partnerteknoloji.com.tr. Partner Teknoloji. AGENDA. OCM ARCHITECTURE FEATURES. O utbound C ampaign M anager Multi-Channel robust, reliable and flexible Outbound Contact Solution developed by Partner Technology.

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O utbound C ampaign M anager

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  1. Outbound Campaign Manager http://www.partnerteknoloji.com.tr Partner Teknoloji

  2. AGENDA OCM ARCHITECTURE FEATURES

  3. Outbound Campaign Manager • Multi-Channel robust, reliable and flexible Outbound Contact Solution developed by Partner Technology. • Successfully completed AVAYA Compliance Test and awarded by AVAYA Certificate of Compliance. OCM

  4. OCM

  5. Reaches the target customer segments effectively and dynamicallyover various channels such as voice, sms, mms, e-mail, fax and/or social media. • Efficiently uses all resources and the existing infrastructure of call centers. • Provides resizable and flexiblearchitecture. In terms of customer’s needs, new systems can be easily integrated with OCM. OCM

  6. ARCHITECTURE

  7. FEATURES

  8. Multi-ACD Support • Genesys SIP Server 7.* and 8.* • Avaya CM 5.* and 6.* • Asterisk (1.*) FEATURES

  9. Operation • Centralized and dynamic configuration management • Fail-safe structure • Powerful logging • Supports MySql, Oracle, MS SQL Server, and other DB servers. FEATURES

  10. TTS/MRCP Support • All MRCP V.2 compatible TTS engines can be integrated. • TTS engines we tested are: • Nuance • Festival • Loquendo FEATURES

  11. Multi-Channel Support • Voice (PSTN, GSM, VoIP, Skype) • SMS • MMS • Fax • E-mail • IVVR/IVR • Social Media • Video (with Version 2.0) • P.S. Skype will be supported by Version 2.0 FEATURES

  12. FEATURES • Customer Management • Powerful Importer Module: Customer data can be imported from various data sources such as text files, Excel sheets, and specified databases. • Whilist import, data will be crunched by the back-office services, so user will be notified upon complition of process. • Search module • Key Management: user can define keys for customer profile, which will be used in import process. • Customer Search module

  13. FEATURES • Opt Out Management • Provides powerful and flexible user interface to handle all customer-based Opt Out operations.

  14. FEATURES • Segment Management • Used to create customer segments based on multiple criterias such as «City», «Age», «Education Level», «Marital Status», and etc. • Used in creation of calling-lists. Each calling-list might be combination of one or more segment(s).

  15. Campaign Managener • Web-based • Campaign Management • Dial Plan • Customer DB • Importer • Opt Out (Black List) Module • Real-Time Monitoring • Dialing Modes • Agent Group Manager FEATURES

  16. Campaign Managener • Web-based • Campaign Management • Dial Plan • Customer DB • Importer • Opt Out (Black List) Module • Real-Time Monitoring • Dialing Modes • Automatic Dialing • Progressive Dialing • Preview Dialing FEATURES

  17. Automatic Dialing • Callback • DialPlan support • Flexible transfer • TTS support • Customized personal message • Resource Management • Time-zone support • Answering Machine Detection FEATURES

  18. Automatic Dialing • Callback • DialPlan support • On Failure • On Abandon • On Success • On Answering Machine Detected • Flexible transfer • TTS support • Customized personal message • Resource Management • Time-zone support • Answering Machine Detection FEATURES

  19. Automatic Dialing • Callback • DialPlan support • Flexible transfer • To IVR/IVVR • To Routing Point • To Agent Group/Queue • To any extension/agent • TTS support • Customized personal message • Resource Management • Time-zone support • Answering Machine Detection FEATURES

  20. Automatic Dialing • Callback • DialPlan support • Flexible transfer • TTS support • Customized personal message • Voice (over TTS) • Text based • Resource Management • Time-zone support • Answering Machine Detection FEATURES

  21. FEATURES • Progresive Dialing • Plus to all features of Automatic Dialing, • Management of campaign-based agent groups • Monitoring agent and campaign activity • Dynamic resource management • Attached-data support • Web service support for Screen Pop-Up applications.

  22. FEATURES

  23. Reporting • Real-Time Monitoring • Historical Reporting FEATURES

  24. Real-Time Reporting

  25. Thank you for your time. Partner Teknoloji

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