ContactPro Avaya POM Outbound Dialing & Agent Scripting Factsheet

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1 ContactPro Avaya POM Outbound Dialing & Agent Scripting Factsheet

2 ContactPro for POM CCT ContactPro for Avaya Proactive Outreach Manager (POM) is a scalable desktop solution for integrating the features for Outbound Telephony with Avaya POM into an omni-channel agent desktop with ContactPro for Avaya AES, ContactPro for Avaya Elite Multichannel EMC, ContactPro for Avaya Interaction Center AIC and Avaya Breeze/Oceana Platform. ContactPro for POM expands the ContactPro client to support Avaya POM Agents in outbound campaigns. The CP outbound module supports all POM Dialing Modes like preview, progressive and predictive campaigns. Key Features for POM Integration with all Avaya platforms such as Avaya CM, Session Manager, AES, Elite Multichannel, Interaction Center and Avaya Breeze / Oceana Omni-channel with blending and non-blending mode Integrates with Avaya POM on Experience Portal to manage: Preview campaigns Predictive campaigns Progressive campaigns

3 ContactPro features with Avaya POM Full Agents status control for inbound and outbound with Avaya POM blending Call Control (make call, hold / retrieve, transfer, conference) Customer data display with all configured values Contact data with information of campaign Attach notes to contacts Callback (Agent, campaign, standard) with date time selection and notes option Preview features of POM Preview-timer to see the remaining time for the start of the contact communication Add to do not call list based on internal or external Information Preview contact details to prepare the preview call Display of the configured POM internal and external POM Agent campaign script Possibility to integrate the CCT Agent Scripting Full CRM communication for outbound contacts in every mode before a call or with call connected. Manual and automatic screen pop mode or rule based screen pop Customer-One-Click through all inbound and outbound channels, to see all open and closed contacts related to the customer, to handle multiple tasks (e.g. closing open s for this customer together with the outbound call, access to chat interaction log with customers during outbound call and more.) POM disposition codes with after call work (timed, unlimited, extendable) Close POM contacts while handling an inbound call of the contact

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5 CCT ContactPro Agent Scripting CCT ContactPro Scripting provides a scripting tool across all channels to offer agents a guidance during handling of the contact. The web-based scripting can be embedded in the ContactPro client or run in a browser. The scripting includes a web administration to create, edit and delete scripts. The scripts can be assigned to VDN`s, skills or agent groups. Scripting Features Script with unlimited number of questions and answers per question Different answer types Text Number Date Time Database Queries SOAP or REST queries Dynamic results or questions based on database or SOAP or REST results (e.g. CRM lookup) Mathematical calculations based on former input Integration in ContactPro Client or standalone in a browser Assign scripts to VDN`s, skills or agent groups

6 Agent Scripter embedded View Agent Scripter browser view

7 Agent Scripting Administration Agent Scripting administration allows you to create or edit Agent scripts. Agent scripts will be assigned to specific Inbound or Outbound Agent campaigns by incoming VDN or inbound and outbound skills. Questions and answers with a campaign script are following an excel type grid based logic, questions and answers can be combined with SQL query logic and mathematical calculations for each grid field.

8 Copyright 2017 CCT Solutions Transmission and reproduction of these documents to utilize or disclose its contents is not permitted unless explicitly granted. Offenders are liable to pay damages. All rights reserved. CCT ContactPro is a registered trademark of CCT Solutions. All other named product and company titles as well as logos are trade names or registered trademarks of their respective companies / owners. Issued by: CCT Solutions CCT Deutschland GmbH Voltastrasse Frankfurt am Main Germany Tel contact@cct-solutions.com CCT Software LLC 1735 Market Street STE 3750 Philadelphia, PA United States of America Tel contact@cct-solutions.com