by Glen Taylor
[frame src=”https://www.interactivenw.com/wp-content/uploads/2016/05/UpgradeImage.png” link=”” target=”_self” width=”” height=”” alt=”Outbound Strategy” title=”” align=”right” prettyphoto=”false”]In last month’s article, Enhance Your Outbound Strategy with Avaya POM, we presented the many ways that Avaya Proactive Outreach Manager (POM) may be used for automated and agent-based campaigns. With its numerous features, Avaya POM is a powerful asset that can bring any organization’s outbound strategy into the twenty-first century, helping to synthesize a complex mix of customer relationship goals.
If your organization has existing agent-based campaigns using an Avaya Proactive Contact (PC) or another agent-based dialer, you may be wondering how to make the switch effectively. Since you already have a well-established dialer practice, you are ahead of the game compared to those who are new to outbound. You already know where your contact lists come from, what attributes you need in your contact records, what dispositions you need your agents to make, and perhaps most important, you already have practices and policies to address the regulatory and compliance rules that affect your business. Your primary concerns will be questions like:
- Is POM able to handle my demanding predictive dialing requirements?
- Is POM the best option for my organization?
- What issues will I face making the move to POM?
Avaya POM is a predictive dialing rock star
Avaya Proactive Contact (PC) earned a reputation decades ago for having extremely accurate call classification and for very effective predictive dialing algorithms. The call classification capabilities of the underlying Avaya Aura® Experience Portal (AAEP) and the predictive dialing algorithms that POM relies on were taken directly from PC and produce almost identical results for equivalent calls, making POM an effective predictive dialing platform.
So why make the switch to Avaya POM?
To begin with, POM has all of the essential features and algorithms to make it competitive with the majority of dialers on the market today for core predictive dialing. A comparison matrix measuring dialers on these predictive dialing features will place POM and PC almost equivalent and in a competitive strong position against all of the rest. But, POM is much more than a me-too, stand-alone dialing platform.
POM benefits from its tight integration with the Avaya Communication Manager (CM). Rather than administering agents, agent information, and the skills assigned to them in POM, these are passed directly from CM. In addition to doing agent-based campaigns with preview, progressive, and predictive dialing, POM is an excellent automated outreach tool for voice, email, and SMS channels, providing the perfect platform for omnichannel campaigns. Since POM resides atop the market leading AAEP inbound customer experience platform, the combination provides a vehicle that can effectively handle any mix of inbound and outbound applications. POM even allows for creative use of its various outdialing capabilities and modalities in a single campaign. As one pundit stated, “POM is not so much a ‘dialer’ as a ‘dialer tool chest’.” Investing in this powerful Avaya infrastructure opens a broad range of individual and integrated solutions that an enterprise can deploy without investing in multiple platforms.
Avaya POM is your path to the future
Enterprises that are using non-Avaya dialers can expect a learning curve moving to POM and the necessity of redefining their campaigns on this new dialer platform. But, enterprises who’ve used the Avaya PC platform successfully for many years and still find it to be an effective workhorse in their business may be asking, “Will I maintain all my current functionality if I move from PC to POM and what will the transition be like?” For many Avaya PC users, there will be no barrier at all to a full migration to POM. For the rest, the great news is, adopting POM is not an either-or solution. POM is an evolving platform that already provides automated outreach campaign capabilities that PC will never have. The strategy of adding POM to a PC environment may be the best solution for enterprises that are uncertain about migrating from PC to POM. POM can provide immediate value by supporting automated outbound campaigns in voice, email, or SMS today, with the promise of supporting all of the agent-based campaigns over time. As your business learns about POM and how to use it, you are in the best position to evaluate when PC campaigns should be migrated to POM. Avaya provides credits for PC licenses migrated to POM, making it very cost effective to leverage both tools in tandem. An enterprise with an existing PC dialer that adds POM can plan and execute the migration of campaigns from PC to POM in a controlled fashion with minimal risk.
If you are considering replacing your current dialer or migrating to a new platform, Avaya POM is most likely the obvious choice. It is a multifunctional platform that fully integrates with existing Avaya platforms and infrastructure and will allow your organization to expand the set of campaign types that you are currently deploying. Since it is powered by the AAEP platform, it can provide valuable inbound IVR capabilities as well. If you need help in assessing whether POM would fit your specific situation or want more detailed information about your unique requirements for POM, schedule a consultation with one of our specialists who can assist you with your solution.
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