OpenScape Contact Center Campaign Director V7 - Unify

OpenScape Contact CenterCampaign Director V7Proactive customer contact strategies for growth.OpenScape Contact Center Campaign Director is the premise-based Campaign Managementplatform within the OpenScape Contact Center Suite.World class campaignmanagementOpenScape Contact Center CampaignDirector is a highly scalable and reliable all-in-one platform that can beimplemented as a standalone, PBX-agnostic campaign management solution, or it can be integrated withOpenScape Contact Center Enterpriseto provide a blended inbound/outbound solution.The OpenScape Contact Center Campaign Director V7 campaign management solution combines reliability,flexibility, and scalability to achieveyour campaign management goals.It offers full control over powerfulbuilt-in features that boost agent productivity, customer loyalty, and business agility without requiring specialized IT skills.OpenScape Contact Center CampaignDirector brings voice and data communications together on an open, software-based platform using off-theshelf servers. OpenScape Contact Center Campaign Director can be operatedbehind an existing communicationplatform, or can be directly connectedto the telephony network and operatein standalone mode.System features Outbound Dialing, Inbound Routing, Web Chat, Email, and Outbound SMS Automated Call Distribution: Skillsbased, Assigned Agent, Last Agent,and Custom Routing Inbound/Outbound blending Agent Desktop with telephony andagent state controls and agentscripting Record level regulatory compliance Computer Telephony Integration(CTI) Manual, preview, progressive, powerand predictive outbound dialingmodes including patented, highlyefficient dialing algorithms High availability options Integrated IVR for agent-less campaigns, call prompting, call treatment and self service Real-time & historical reportingwith customizable supervisor viewsand reports Answering machine detection Real-time or delayed verification Dynamic list and campaign management including graphical contactand scheduling strategies VoIP, IP-Telephony, converged orTDM platforms Integrated audio recording Real-time audio and screen monitoring

Agent DesktopOutbound dialingIntegrated IVR Completely thin client, browserbasedOpenScape Contact Center CampaignDirector offers extremely powerfuloutbound dialing choices. Whetheryou need preview, progressive, power,predictive or manual outbound dialing, OpenScape Contact Center Campaign Director is ideal for proactivecustomer service, collections, telemarketing, fundraising and market research. It also provides very accurateanswering machine detection that istypically used with predictive dialingand agent-less campaigns.Automate campaigns such as paymentor appointment reminders, surveys,shipping notifications, sales promotions or change in status/account information using OpenScape ContactCenter Campaign Director’s agent-lessIVR capabilities that integrate backend databases and text-to-speech applications. Full desktop telephony controls;plus click-to-dial speed dial,directory, multimedia Screen pop with synchronizedcustomer information Offline reason codes Wrap-up and disposition codes Dreamweaver plug-in for agentscriptingComputer-TelephonyIntegration (CTI)OpenScape Contact Center CampaignDirector is an integrated contact anddata solution that delivers customerdata or 'screen-pops' to the agent forevery contact.Agent ScriptingAgents rely on scripts that are presented to them during the course of a callin order to successfully navigate customers to successful conclusions. During the course of the call, scripts areused to convey company value propositions, product offers and to displaypertinent customer information, like:risks, credit scores, or past purchases.Creating, building, and maintainingthose scripts can be laborious and timeconsuming but not with OpenScapeContact Center Campaign Director'sVisualScriptor tool.Since VisualScriptor is based on thepopular Dreamweaver scripting tool(used by web and HTML developersglobally), campaign managers can startcreating agent scripts straight away,with minimal training – giving themthe ability to respond quickly tochanging business needs.Inbound callingOpenScape Contact Center CampaignDirector incorporates inbound callinginto campaign strategies so there is acomplete view of a campaign’s success.Inbound calling can also be applied tocustomer care applications. The campaign or type of call can be identified,prioritized, and routed based on multiple factors including ANI/DNIS, UUI,caller-entered digits and customer information stored in the record. Agentsare presented with the campaign scriptso all the pertinent customer data is"popped" to the agent's screen, empowering them to deliver personalized service.Multi-MediaWeb chat, email and outbound SMScan be used along with phone callingstrategies to increase campaign success rates.Provide inbound calls with customizedcall treatments. The Strategy Designerapplication gives managers total control over contact strategies througheasy point-and-click, drag-and-dropprocesses. It empowers operationsmanagers to make business changes tocampaigns on the fly without requiring assistance from IT staff.

SmartPace VI predictive algorithmOpenScape Contact Center CampaignDirector's outbound dialing engine isdriven by our patented SmartPace VITMpacing algorithm which provides ahighly sophisticated analysis of the dialing conditions along with a more accurate prediction of answer rates andagent availability, resulting in fasterconnection of live calls to agents andhigher agent productivity.Campaign managementOpenScape Contact Center CampaignDirector allows you to easily import,select and manage campaigns. Enhanced data loading capabilities makeit simple to load lists, files and databases into the system on an ad-hoc orscheduled basis. Managers are able toeffortlessly change the dialing inventory as business demands dictate.Once the records are loaded into thesystem, OpenScape Contact CenterCampaign Director provides all thetools to locate, "slice and dice" recordsusing multiple fields and attributes toget the precise set of customer characteristics you're looking to dial.And with our detailed contact strategyand scheduling capabilities, calls arerecycled, and 'tagged' with dispositionsso you can determine precisely how totreat calls that have been attempted ordialed to maximize penetration of customer lists.Contact Strategy Example:For the first attempt, preview dial. Send an SMSif agent disposition not final.On subsequent attempts,predictive dial the customer.

ComplianceOpenScape Contact Center CampaignDirector’s flexible contact strategies allows you to meet or exceed any regulatory requirements that you may havein your region.Some examples: Calculate abandoned rates for thelast 15 minutes of calling, over theentire day or over the last 30 calendar days at a queue level Restrict dialing to allowed timeperiods Configure a unique calling nameand calling number per campaign Store Do-Not-Call records locallyand/or integrate with a real-timeDNC service Allow agents and supervisors to flaga record as "do-not-call". Do-not-callflags can be configured on a recordwithin the script or by the supervisor Deliver a live "opt out" prompt orleave an automated "opt out" message on an answering machine The system can run without a telephony server to comply to mobilephone restrictions specifying that asystem cannot have the capacity fordialing without human interventionSkills-based routingand dialingWhen using skills-based queues,agents are selected to call or receivecontacts from certain customers basedon their skill sets.OpenScape Contact Center CampaignDirector routing enables you to route acall or web chat to an assigned agent orto the last agent that connected withthe customer.With OpenScape Contact Center Campaign Director, you can also developyour own custom routing schemes. Forexample, matching calls with agentsbased on products being sold and licensing requirements stored in customdata tables.

Call blendingAgent productivity is critical to providing great service and keeping costsmanageable. It is frustrating watchingsome agents sit idle, while other agentsare overwhelmed.OpenScape Contact Center CampaignDirector improves agent productivityby automatically moving agents fromoutbound campaigns to inboundqueues to manage service levels andthen back when calls return to normallevels.You determine when to move agentsfrom one activity to another, based onthe parameters you decide. Call blending is also available with inboundqueues from OpenScape Contact Center Enterprise.Integrated digitalrecordingOpenScape Contact Center CampaignDirector eliminates the time and expense of integrating 3rd party standalone recording solutions. It digitallyrecords calls for quality assurance orverification purposes. Calls may be recorded full-time, by campaign, or ondemand.Remote monitoringOpenScape Contact Center CampaignDirector features remote monitoringfor: Managing call quality Adhering to scripts Delivering mini-Miranda disclosures Gathering business intelligence Root cause analysis of customer attrition Improving close ratios quickly andeasilyUsing a combination of live audio/video monitoring or call recording, campaign managers can monitor agentperformance from any location. Track,coach, and improve agent performance in either real-time or in neartime.Real-time and historicalreportingOpenScape Contact Center CampaignDirector captures and centralizes access to all critical business metricsthroughout your call center, providinga complete picture of campaign andagent success including abandon rates,wrap-up times, and talk times.Create your own detailed views and reports, easily creating new fields andcalculations using the interface withbuilt-in templates, or use existing reporting software. Configure alarmsand notifications to track importantkey metrics.With OpenScape Contact Center Campaign Director, you'll have all the information you need to manage productivity and fine-tune the performance ofyour contact center.

PlatformOpenScape Contact Center CampaignDirector is a software platform usingMicrosoft Windows operating systemsand off-the-shelf hardware. Virtualization may also be used. OpenScape Contact Center Campaign Director uses adistributed architecture that can growto meet your specific business needs.Your Sales Engineer will assist in determining the right configuration for today and tomorrow.For detailed server hardware and software requirements, please refer to theOpenScape Contact Center CampaignDirector V7 Product Overview Guide(A31003-S2270-Y100-1-7618).System CapacitiesParameterCapacityActive Agents per SystemDepends on simultaneous calls; 500 active agents per Virtual Communications Server (VCS)at a 3:1 dialing ratio; multiple VCS servers can be run together as a single systemDefined Users per SystemUnlimitedManagers per SystemUnlimitedMaximum # of SkillsUnlimitedMaximum # of QueuesUnlimited

Copyright Unify Software and Solutions GmbH & Co. KG, 01/2016Mies-van-der-Rohe-Str. 6, 80807 Munich/GermanyAll rights reserved.Reference No.: A31002-S2270-D107-3-7629The information provided in this document contains merely general descriptions orcharacteristics of performance which in case of actual use do not always apply asdescribed or which may change as a result of further development of the products.An obligation to provide the respective characteristics shall only exist if expresslyagreed in the terms of contract.Availability and technical specifications are subject to change without notice.Unify, OpenScape, OpenStage and HiPath are registered trademarks of Unify Softwareand Solutions GmbH & Co. KG. All other company, brand, product and service namesare trademarks or registered trademarks of their respective holders.unify.com

OpenScape Contact Center Campaign Director is a highly scalable and reli-able all-in-one platform that can be implemented as a standalone, PBX-ag-nostic campaign management solu-tion, or it can be integrated with OpenScape Contact Center Enterprise to provide a blended inbound/out-bound solution. The OpenScape Contact Center Cam-