Avaya Proactive Outreach Manager for Predictive Voice Campaigns

One of the biggest European players in digital payments trusts Barphone in conducting dynamic voice campaigns. The organization assists financial institutions, central banks, corporations and public entities in the areas of payments, cards, network services and capital markets, and in more than 25 countries across Europe. Therefore, it can support even the smallest companies with high-tech solutions and technology platforms, combining international expertise with specialized services at local level.

The Challenge

The Contact Center department delivers daily voice campaigns for a certain number of strategic end- customers, providing sales and activation campaigns for financial products. Until now, there was a legacy production system that was in end-of-life state and unable to effectively provide modern functionality to outbound operations.

Barphone presented the Avaya Proactive Outreach Manager (POM) solution to the Network & CC Departments of the European PayTech company. POM is able to conduct dynamic campaigns for voice contact center agents in any mode (preview/progressive/proactive), leveraging flexible integration technologies, such as Rest Web Services and/or database queries, thus facilitating connection to any backend system containing customer data. The platform can be fully customized with tailor-made criteria, filters, strategies, rules, and any activity can be converted into digital channels (SMS, email) for outbound notifications on the go. Security patching and hardening is an ongoing process included in the service agreement provided by Barphone and Avaya.

The Results

Working alongside the organization’s developers and contact center teams, Barphone successfully drove the project into production. Integration points with customer data lakes were achieved through the APIs provided by the platform, while working seamlessly in connection to the Avaya Aura platform for inbound contact center activities and compliance (voice recording, speech analytics, quality and performance monitoring). The solution is designed for high availability, offering services from the company’s DR Site. Finally, the contact center team was fully trained in daily operations and analytics reporting for real-time and historical statistics.

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