Avaya Proactive Outreach Manager (POM) is a managed application of Avaya Aura ® Experience Portal, a new class of application, linking the capabilities within the platform more closely with the management infrastructure and services. POM provides a solution for unified, multichannel, inbound and outbound architecture with the capability to communicate through different channels of interaction like Short Message Service (SMS), or e-mail, or traditional voice and video.
AVAYA POM 3.1 – 12 FEATURES DESCRIPTIONS
- Campaign management
- Contact list management
- Attribute management
- Data sources
- Media channel management
- Campaign strategy management
- Campaign restrictions
- Pacing management
- Do Not Call list management
- Web service management
- Pluggable Data Connector nodes
1- CAMPAIGN MANAGEMENT
A campaign delivers a specific message to all customers in the database through selected channels such as e-mail, SMS, and voice.
POM provides a Web-based wizard to create campaigns. A campaign typically has a name, a campaign strategy, and one or more contact lists. You can have either a finite campaign or an infinite campaign. You can set filter criteria on the contact lists. If you specify a filter criterion, POM applies the criterion at the beginning of a campaign and selects only those customer records that meet the specified criterion. You can define and associate one or more custom completion codes with a campaign when you need some user input.
You can set criteria to terminate finite campaigns. For example:
- Goal-based campaign: A goal-based campaign terminates after receiving an expected number of responses from customers.
- Time-based campaign: A time-based campaign terminates after running for a specific time duration. For example, you can terminate a campaign after 12 hours.
- Completion code-based campaign: A completion code-based campaign terminates after achieving a specific completion code condition. For example, you can terminate a blood donation campaign after you receive 50 accepted responses.
- Natural finish: A natural finish campaign does not have specified finish criteria and terminates naturally after processing the customer records.
2 – CONTACT LIST MANAGEMENT
Campaigns need phone numbers for making phone calls and sending SMSs and email
addresses for sending email messages. A contact list is a logical collection of customer
records. You can set up any number of contact lists and associate one or more contact lists with a campaign. You can also use a single contact list in multiple campaigns. In a multitenant environment, you can associate a contact list with one or more tenants. Typically this customer data resides outside POM in a contact management system, and based on your campaign requirements, you must import relevant customer records into POM at regular time intervals.
You can set up any number of contact lists and define any number of attributes. Using POM, you can import customer records into a contact list from various external data sources such as flat files, external database and use various Web service methods to create, read, and update customer records. You can export all customer records into a comma-separated values (.csv) file.
3 – ATTRIBUTE MANAGEMENT
Attributes are properties of customer data.
Based on your campaign needs, you might need custom attributes such as Amount Due, Due Date, and BloodType. Using POM you can set up custom attributes, and import data to these attributes. A typical custom attribute has a name, data type, and privacy flag. The privacy flag helps you to define the visibility of this attribute in a multitenancy setup.
4 -DATA RESOURCE
With data sources, you can organize customer records into a contact list. You can define two types of data sources, file based and database based. With the file-based data source, you can import customer records from a .csv file into a contact list. The .csv file can either be on a local file system or the File Transfer Protocol (FTP) server. With the database-based data source, you can import customer records from an external database. You can run the data source to import data. You can also define recurring schedules to import data at a fixed interval from an external file or a database.
5 – MEDIA CHANNEL MANAGEMENT
POM uses various notification channels to run campaigns: SMS channel, email channel, and voice and video channel.
5 – PLUGGABLE DATA CONNECTOR (PDC)
ou can use the Pluggable Data Connector (PDC), a plug-in, to gain access to POM specific operations using Voice Portal or an Avaya Aura ® Orchestration Designer application.