APS - Special Covid19 Offer - Callback Assist & Proactive Notifications

At Avaya we care about the impact that the Covid-19 pandemic is creating worldwide. Callback Assist and Proactive Notifications are
powerful tools when systems and agents experience excessive spikes in customer interactions. By providing the Estimated Wait Time in
advance and presenting callers the option of a callback, they can control their experience. Automated proactive two way
communications is an excellent way to quickly resolve defined “spike” interactions without the need for an agent conversation.

APS Offers – Callback Assist APS Offers – Proactive Notifications

When leveraging existing automated outbound
Enable the Contact Center to present callers the
communications solutions, customers can easily scale
option of a callback during periods of peak call
their ability to reach out to individuals by multiple
volume, reducing inbound traffic and improving
channels in order to address communications and
abandon and experience rates.
response tracking.
Provide remote services to assist customers to deploy a
Create an Interactive Notification call flow to reach out to end-
new Callback Assist (CBA) solution or to increment number of
customers via multiple channels and provide Covid-19 related
existing call flows on existing CBA systems.
notifications.
Remote deployment of services for a new CBA system and
Campaign setup (voice or multimedia) on existing POM.
integrating with an existing SIP or CTI environment.
Provide options to create call flow with up to 30/50/100 nodes.
Discovery and configuration of up to 10 callback
configurations. Optionally receive a refresher training on how to create Dynamic
Self Service (DSS) call flows and/or Proactive Outreach Manager
campaigns.
Callback Assist
Proactive Notifications - Additions to Existing
Base Packages
MC 390632 MC 390631 MC 402559 $15,300 MC 390629 $4,500
New CBA SIP New CBA CTI POM New Campaign Creation Dynamic Self Service
Implementation Implementation Additional Language for Call-flow

$33,250 $22,200 MC 390625 $11,025

Dynamic Self Service
MC 390630 $3,375
Dynamic Self Service
Call-flow up to 30 nodes
Web Service Transaction
Additional Services
MC 390626 $16,650
Dynamic Self Service MC 383254 $1,850
MC 390635 MC 390636 Call-flow up to 50 nodes
Knowledge Transfer Services
or OOH Support
Add CTI Configurations Add SIP Configurations
Up to 10 Ports activation Up to 10 Ports activation MC 390627 $22,050 MC 383259 $1,200
Dynamic Self Service
$2,250 $5,650 Call-flow up to 100 nodes
Licences Activation

US$ MSRP Pricing US$ MSRP Pricing

APS Services in Multiple Scenarios

Contact Center Increased Call Traffic - Business Process Updates - Interactive
Existing Self Service Environment without Notification with Self Service and Proactive
Outreach

PROACTIVE NOTIFICACIONS
Estimated Wait Time Treatment
Reach out to individuals via voice, SMS and email to
Enable a courtesy solution to notify customers in queue notify about changes in policies, procedures and
about increased Wait Times to reach an agent, due to regulations.
CALLBACK ASSIST

increased inquires related to Covid-19.

Implement a New Multimedia Campaign on existing
Implement a New Callback Assist as an additional Proactive Outreach Manager, Licenses Activation on existing
component to an existing Experience Portal Environment and Proactive Outreach Manager
apply the CBA configuration to agent groups in greater
demand Delivery Status - Existing DSS Environment
with Proactive Outreach Manager
10 AM Callback Callback
With the rise of on-line ordering, delivery times have
Peak Activation Activation
increased and sometimes differences between on-line
inventory and in-store existences. Both scenarios,
4 PM
Peak
delivery times and changes to existing orders, demands
Agent Staffing to update customers.

Implement a two-way Interactive Notification Solution to

Call Volume

both, notify and approve changes to existing orders.

Enable an alternative SMS channel for Customer
interactions, a call flow template and/or a Consult and
Modify Transaction to the Back-End System.
Shift 1 Shift 2 Shift 3

How to Quote and Order

Depending on the solution required you will be able to quote simplify directly on Pro Services Now but if it’s more advanced custom quotes is
the path to follow.

1 Packages
Instant quotes are available for Packages by using the online Pro Services Now tool.
Please send your message to APSOffers@avaya.com
including Covid-19 in the subject line.
Custom Quotes
2 For more complex deployments, configuration services can be custom tailored by our
expert team of Services Sales Consultants, via PSN custom request.

Questions? APSoffers@avaya.com Website: https://sales.avaya.com/en/product-detail/covid-19-response