outbound engagement by covington creative

Outbound Engagement

by Covington Creative

June 02, 2015

© 2015 Covington Creative, LLC and SAP AG. All rights reserved. 2

Introduction – Who we are and What we do

Covington Creative LLCHeadquarters in Seattle, WAConsultants located throughout the GlobeEMEA team located in Estonia

A leading provider of contact center management consulting and technology services for SAP -enabled enterprise

Focus on call center outcomesCustomer Experience

Operational Efficiency

1. SAP Contact Center (CCtr) ExpertsSAP “go-to” partner for SAP CCtr (formerly BCM)

On-Premise, Turnkey solutionsHosted solutions

Only Partner Authorized to Deliver Global CCtr Training

AMS (Application Managed Services)

2. Other SAP Core CompetenciesSAP CRM – Interaction Center (sales, service, marketing)

Multi-channel Management (voice, e-mail, chat)Implementations, Project Rescues

Customer Self-Service (IVR and Web)


Agenda

Outbound Engagement (OE) – overviewBenefits and FeaturesData ManagementAdministrationVoice ChannelOmni-channel

Use CasesHow other companies are using it

Technical Stuff


ü Increase service levels and improve receivables with proactive notifications

ü Increase customer satisfaction by engaging customers on thechannel of their choice

ü Leverage SAP Contact Center to engage customers with timely messaging and multi-channel attempt management

ü Save money by automating outbound messaging to your customers

Outbound Engagement Benefits


ü Real-time notificationsEvent triggered notificationsScheduled campaigns

ü Out of the box automation

ü Multi-channel communicationEmailVoiceSMSFax

Outbound Engagement Features

ü Ubiquitous data sourcesSAP CRMSAP ECCCreate adhoc Web ServiceUpload multiple file formats

ü Text to speech integration

ü Close looped campaign functionalityRecord campaign results to CRM


Outbound Engagement by


Web based administration

Manage contact list in real-time

Monitor/adjust campaign in real-time

Auto-throttling of attempts

Outbound / inbound coordination

Granular control over date/time of message delivery, and # of attempts

Champion challenger campaigns

Outbound Engagement Administration


Create/update list from SAP ERP, CRM, Cloud for Customer, Contact Center

Import batch files

Pre-configured Web services

Create adhoc web services

Event driven data triggers

Outbound Engagement Data management

Create call list from multiple simultaneous sources

File pre-processing and data cleansing

Filtering / Sorting

Phone number lookup

DNC and cell phone scrubbing


Personalized calls

Interactive scripts

Call flow scripting

Identity confirmation

Answering machine recognition

Text-to-speech

Intelligent call throttling

Outbound Engagement Voice Channel

Customized caller ID

Manage number of retries

Multi-channel attempt management

Offer IVR confirmation & agent assistance

Integration to voice gateway


EmailPersonalized content

Rich graphics

HTML / CSS support

HTML Email development

Supports hyperlinks

Secure transmission (TLS)

Black list prevention

Outbound Engagement Omni-channel

FaxPersonalized content

Rich graphics

HTML / CSS layout

SMS/TextSMS / text

Message development

International support

Two-way support

Mobile originated

Mobile terminated

Use Cases


Outbound Engagement - How other companies are using it

Example Use Case Benefit

Automatic payment reminders while there is still time to pay!

Payments received on time. Reduce time & money wasted chasing delinquent accounts

Appointment reminders with option to reschedule via self-serve or live agent

Ensure resources are always allocated to billable projects

Advanced notice and explanation of higher than normal energy bills

Reduces spike in call volume from uninformed callers

Targeted marketing campaigns for contract renewals, relevant new products and upgrades

Increased revenue generation from existing customer base


Reduce delayed or partial shipments due to Obsolete Product

Automated, proactive communications alerting customer and offering options self-serve options to change the SAP order

Reduce liability and safety issues,Improve product performance / experience

Automated, proactive communications of relevant product notifications to customers, such as Off-UL, Product Issue, Recalls, and Updates

Reduce delayed fulfillment issues Automated, proactive communications alerting customer and offering self-serve options to change the SAP order

Automation and optimization of existing manual processes

Outbound Engagement - How other companies are using it

Technical Stuff


Outbound Engagement Pre-requisites

SIP Infrastructure § CCOE makes use of SIP infrastructure for initiating calls to customers.§ CCOE registers phone lines with BCM or an SBC prior to making calls on

those lines.

OS Infrastructure § Microsoft Windows Server Standard 2008R2 or 2012§ Latest SP/Hotfixes§ Microsoft IIS§ Can be co-located on suitable BCM Application Server Hardware§ Requires 2-4 Cores / 8-16 G Ram / 20G hd

Database Infrastructure

§ Requires Microsoft SQL Server 2008 R2§ Should be installed on same database cluster as BCM§ Database size depends on: Number of campaigns, Size of campaigns, Data

retention policy

Other Channel § E-mail Requires SMTP Gateway§ SMS Requires SMS Gateway§ Fax Requires E-mail -> Fax Gateway


David WisniewskiVP Sales & Business [email protected]

Thank You! www.covingtoncreative.com