-- Proactive Outreach for Financial Services: This lets financial
companies use outbound self service to handle functions covering a
customer's entire lifecycle -- from acquisition to retention to
collections. For example, the solution can use outbound self service
personalized to each customer in order to securely handle new account
openings, alert customers to overdrafts or fraud alerts, and obtain
payments or promises to pay. This helps inform customers of key events,
identify potential issues early, and build loyalty among customers.
-- Proactive Outreach for Healthcare: This lets hospitals, doctors and
other healthcare organizations automate and improve patient care
interactions in the most cost-effective way. A key solution in this
portfolio is Patient Payment Recovery, which enables healthcare providers
to contact and remind patients when a payment is due, and offer instant
automated payment options. The portfolio also includes solutions to enable
healthcare providers to automate interactions such as patient welcome
calls, account information collections, and reminders for annual check-ups.
Both portfolios let customers choose to connect to a live agent at any
time. When customers get transferred, all of their information gets routed
securely along with them to another system or agent, so customers do not
need to repeat their personal information.
Free & Clear© Proactively Targets Customer Health
An Avaya Proactive Outreach portfolio can be configured to meet any
company's needs. A company planning to use its benefits is Free & Clear©, Inc., a health
behaviors company and the national leader in smoking cessation. Free &
Clear, based in Seattle, WA, currently uses Avaya outbound communications
to have live agents reach out to customers who are trying to quit tobacco
use. According to Leif Haslund, telecom manager at Free & Clear, an Avaya
Proactive Outreach solution can open up new possibilities through automated
self-service.
"Avaya's new Proactive Outreach solutions will be a game-changer not just
for us, but for customers whose health is on the line every day," said Free
& Clear's Haslund. "We operate in 19 states, and need an automated outbound
solution that is customized for each individual in each state, and offers
greater interaction. The day of the canned phone message is over."
Free & Clear relies on outbound call technology to reach out and connect
their live agents, known as "Quit Coaches©," to customers in order to
confirm "quit smoking" dates and set up counseling sessions. Free & Clear
sees Proactive Outreach as a way to automate "quit-smoking" reminder calls
and appointment changes, so that Quit Coaches can be freed up from calling
about appointment changes and instead focus on counseling sessions and more
complex customer interactions.
Free & Clear also believes Avaya's solutions have the potential to drive
new benefits for sales and marketing. For example, the solution can help
them more effectively take automated surveys to gauge the company's success
using key indicators, such as quit rates since starting a program. With
these survey-driven results, Free & Clear can more effectively showcase
their achievements when selling to clients.
Avaya Proactive Outreach Solutions Powered By Leading Products, Services
Avaya's Proactive Outreach solutions are designed by Avaya Global
Services. In addition to the financial and healthcare solutions,
versions of Proactive Outreach will be created for other vertical
industries. Key Avaya products that support Avaya Proactive Outreach
solutions include industry-leading capabilities from Avaya Voice Portal and Avaya Proactive Contact.
About Avaya
Avaya delivers Intelligent Communications solutions that help companies
transform their businesses to achieve marketplace advantage. More than 1
million businesses worldwide, including more than 90 percent of the FORTUNE
500®, use Avaya solutions for IP Telephony, Unified Communications,
Contact Centers and Communications-Enabled Business Processes. Avaya Global
Services provides comprehensive service and support for companies, small to
large.
For more information visit the Avaya Web site: http://www.avaya.com.
(1) Datamonitor report: "Hosted Speech and Outbound IVR Services (Strategic
Focus)" June 2008
Contact Information: Media Relations: Jonathan Varman 908-953-6432 jvarman@avaya.com