Date: Fri, 12 Jul 2024 03:59:05 +0000

Thanks for reaching out regarding the need for Smart Call Branding.  This email explains the context of how our solution works, what to expect.  It also has a few business and technical discovery questions, so we understand their business and expectations. It will be great if we can get on a call with the account team / customer to understand more.

Context:

  1.  It is assumed that the customer has a mobile application.
  2.  Assertion will supply an Android and IOS SDK that the customer will be expected to integrate with their existing mobile application.
  3.  The system operates in 2 logical parts – Consent flow (that sends a pre-call message to the end-user and collects their consent) and Smart Call branding flow (that launches the branded call).
  4.  Consent flow:
     *   Assertion Identity Assurance integrates with the dialer (Avaya POM / Avaya AXP / Genesys etc.) to pull the contact list ahead of the campaign start.
     *   It sends a consent message to each contact approx.. 30 minutes before the call launch time.  The consent message is sent as an app notification.
     *   If end-user interacts with the app and provides consent and preferred time to call, the system will reschedule the call with the dialer.  If end-user does not provide consent or does not interact with the notification, the call will be scheduled for dialing immediately.
  5.  Smart call branding flow:

     *   Assertion will supply the software that will screen all outgoing and incoming calls to/from the enterprise, use that hook to inform the mobile app that a call is expected to arrive from the enterprise.
     *   Assertion will determine based on end-user’s network and other conditions, whether to launch the call as an App-branded call or fallback to a Telco branded call (fallback option is only in the US).
     *   End-user will receive the call as a branded call with full screen graphics and a personalized message
  1.  The flow for dialer launched calls will be Consent flow + Smart call branding flow.
  2.  The flow for manually dialed calls will be Smart call branding flow (no Consent flow).
  3.  NOTE: To support live call verification, Assertion needs to screen incoming calls as well.

Discovery questions:

  1.  Which lines of businesses make outgoing calls?
  2.  Which dialing modes do you use?
     *   Predictive
     *   Preview
     *   Progressive
  3.  Do you also do manual dials to customers?

     *   Do employees call from their enterprise phones / mobile app or directly from their mobile phone? (Note: In this version, this solution does not brand calls made from employee’s mobile phone directly. )
  1.  Do you outsource the “out calling” process?

     *   If you outsource, do all calls flow through your system or directly from the outsourcer to the Telco and to the customer?
  1.  What is the Connect rate on the outbound calls?

     *   Percentage of calls answered
     *   Average duration of connected calls
  1.  Do you measure outcomes of the outbound call (e.g., sales closure etc.),  If so, how?
  2.  What are your top 2 challenges in the outbound calling universe?
  3.  Are customers getting scammed by impersonators using your brand to call them?
  4.  How many customers have your mobile app?

     *   As an absolute number and as a percentage relative to your retail customer base
     *   IOS Vs Android
     *   Used your mobile app in the last 30 days
  1.  What dialer do you have?
  2.  What SBCs do you have?
  3.  Do you have 100% SIP trunks?

     *   If not, what percentage of outbound calls flow on SIP trunks?
  1.  Can we get a complete voice network architecture, so we understand the components and their interactions?
  2.  What is the user experience you seek?
  3.  What are the outcomes you expect?

Thanks