智能外拨POM方案介绍

1Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.POM外呼系统功能介绍2Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.基于AvayaExperiencePortalIVR系统的主动外呼应用•多渠道的自动主动外呼活动执行和自动通知•基于统一的Avayavoiceportal自助服务门户系统管理和运行•呼叫检测分类•集成的面向目标的外呼活动管理工具联系策略联系人管理集成的管理主动联络活动管理Voice语音渠道Avayaexperienceportal主动联络活动报表统计SMS短消息渠道email电子邮件渠道3Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.3基于EP系统的应用4Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.4通过EP系统进行集中管理4管理日志/告警用户角色许可5Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.单一环境支持多个并发的外呼任务CustomerCCustomerASIPProactiveOutreach人工座席(需要时)CustomerBVoiceTextEMailWelcomeAboardPaymentReminderProductPromotionSubscriptionRenewalsExampleApplications6Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.6扩越多渠道的联系电话到Email到文本6BusyRing-NoAnswerVoicemailLiveVoiceAutomatedNotificationCustomVoicemailmessage:“Sorrywemissedyou.Yoursubscriptionexpirestoday!Pleasecallusat8XX-XXXX…”AttemptsadditionaltryinXhoursthenmovestotextoremailIftimesensitive,leavesamessagethenmovesimmediatelytoSMStextoremailcontactCustomerSIPProactiveOutreach人工座席(需要时)VoiceTextEMail7Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.功能概览外呼清单管理功能DefinecontactattributesXDefineContactGroupsXDefinedatasourcesXSchedulecontactdataimportsXImportfromlocalfile,FTP,SFTPXImportfromexternalRDBMSXSupportforcustomimportconnectorsXMonitorprogressofcontactdataimportsX外呼活动管理功能CampaigncreationwizardXAbilitytosetrecordselectioncriteriasXTimebasedfinishcriteriaXGoalbasedfinishcriteriaXLiveMonitoringofcampaignsXManaginglicenseduringexecutionXAbilitytopause,resume,stopcampaignXCampaignTemplatesXCustomCompletionCodesX外呼渠道Voice/VideoXSMSXEmailX8Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.功能概览外呼策略管理功能RichGUIbasedwebeditorXescalatebetweenchannelsXrestrictbasedoncontactattributesXrestrictbasedonDay,Date,TimeXOverridebasedonopt-insXseparateappsforlivevoice,answeringmachine,faxetcXChoosephonenumber,emailIDsbasedontimeofthedayXcustomANIbasedoncontactattributesXAbilitytospecifycustomorstandardAppsXCustomretryintervals,counts&intervalsXnotificationlanguagebasedoncustomerlanguageXPDC数据接口UpdateDispositionNodeXAddToDNCListNodeXRemoveFromDNCListNodeXSaveContactInfoNodeXGetContactInfoNodeXAddContactToRunningJobNodeXWebServices接口UpdateDispositionXAddToDNCListXRemoveFromDNCListXSaveContactInfoXGetContactInfoXAddContactToRunningJobXGetAllCompletionCodesForCampaignX10Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.组件3个主要的组件–Plug-inforExperiencePortal–WebapplicationwhichisintegratedwithVPMS.–工具–InterfacewithVPMSforlicensing–InterfacewithVPMSforlogging,Alarming–服务器端–CampaignDirectorservice–CampaignManagerservice–SMSGatewayservice–Webservices–DriverCCXMLApplication–ManageslifecycleofanoutboundcalllaunchedbyCampaignManagerInstalledonlyonPrimaryVPMSCanbeinstalledonPrimaryorAuxiliaryVPMS11Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.VPMSPlug-inVPMSPlug-in安装在主VPMS机器上：–作为一个应用注册到VP系统上–执行多个脚本初始化相关功能的配置，包括日志，告警，报表，许可等–安装web应用，使得可以通过VPMSWeb接口访问12Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.CampaignDirector–负责任务的启动，停止，暂停，恢复.–执行联系人数据定时导入.–负责负载分配–负责健康检查CampaignManager–负责外呼活动的执行.WebServices12服务器端应用程序13Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.概述联系人管理功能–ContactGroups–联系人逻辑分组–ContactAttributes–支持众多常用的联系人属性.–支持定义客户化的联系人属性.–Datasources–多种联系人获取方式.–File,Database,custom–定时获取联系人14Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.ContactGroups—联系人群组联系人信息的逻辑分组.可建立多个ContactGroups供外呼活动使用，例如：–ContactGroup“MyTeam”–存储所有团队成员的联系信息，并在生日祝福外呼活动中使用该contactGroup.–ContactGroup‘OverdueCreditcardcustomers“–存储所有信用卡付款延迟的客户信息，在催收活动中使用该ContactGroup.一个联系人记录可以存在于多个ContactGroups中通过DataSource来将联系人记录导入到ContactGroups中15Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.16Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.ContactAttributes—联系人属性支持下列常用的联系人属性–ID:记录的唯一标识号，例如SSN,phoneNumber,BankAcctNumber.–FirstName,LastName,Phone1,Phone2,Email,Language,TimeZone.NameTypeMaxSizeExampleId–ThisisamandatoryfieldString20SSN,CreditCardNoFirstNameString80LastNameString80Phone1String80Phone2String80EmailString80LanguageString80en-usTimeZoneString80IST17Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.17ContactAttributes—联系人属性允许创建客户化的联系人属性.典型的联系人属性定义包括–姓名:city,Salary,AmountDue,BirthDate–类型:Integer,String,Phone,Emailetc.–专用:设为yes时，在多租户环境下对该信息的访问是受控的.18Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.19Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.ContactDataSources—联系人清单数据源DataSource定义如何将联系人记录信息导入到ContactGroup中.DataSource可以是–ContactDataSource–Add/updatecontactrecordsintoaContactGroup–DNC（DoNotCall）DataSource–Add/removephonenumbers,emailaddressto/fromDNClist20Avaya–Proprietary.UsepursuanttoyoursignedagreementorAvayapolicy.ContactDataSource—联系人清单数据源ContactDataSource可以是3种类型–File–Database–CustomFileDatasource允许从CSV文件中将客户联系记录插入到ContactGroup中.CSV文件可以存在于–本地服务器中–FT