Contact Manager
Increasing customer and employee demand for communication speed, frequency and number of media channels is a growing challenge for every contact center and enterprise. Geomant’s OutPerform Contact Manager provides fast, high volume, multi-media proactive contact solution for alerts, automated responses, announcements, surveys, updates and fully automated interactive services.
Solution Overview
Contact Manager adds the ability to mail merge contact lists into SMS, Email or Outbound IVR calls and capture responses to any CRM system or web site. This is achieved through a simple batch file or web services interface that receives contact lists which are processed and the results provided back via a batch file. Various campaigns can be set up with different text templates, including mail merge to incorporate information sent in the batch file within the text or used as Text to Speech in an outbound IVR campaign.
The results for each contact in a campaign are delivered in a batch file containing when the contact was made and the result. Outbound IVR campaigns can also transfer the customer to an agent together with a screen pop of the customer’s information (note: requires one of Geomant’s desktop products).
Adding inbound SMS/Email and interactive IVR enables results to be captured, stop messages to be registered and inbound contacts to be automatically responded to and registered in the CRM system through a batch file or web service. When used in conjunction with Avaya’s Proactive Contact System or Geomant’s Call Back Manager, a customer call back can be automatically scheduled.
The simple to use administration application enables the text templates and campaigns to be created, maintained and the results reported. The application also incorporates a seamless interface with the Avaya Proactive Contact enabling a selection of the calling list to be processed as a multi-media campaign and the results uploaded back to the Proactive Contact calling list for re-selection.