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Nuance Notification Hub Sales Training – FY 2010. Aaron Kneiss – Product Manager. What You Will Learn. NNH (on-premise) manages multi-channel proactive notification campaigns delivered using contact center infrastructure

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Presentation Transcript
what you will learn
What You Will Learn

NNH (on-premise) manages multi-channel proactive notification campaigns delivered using contact center infrastructure

NNH/NOD is a proactive notification service where Nuance manages the campaigns and provides the delivery infrastructure

Nuance can deliver sophisticated outbound solutions for customer care (e.g. Agent Connect, Callback Manager) using NNH

The market is competitive, so qualification is an important success factor.

Pricing strategy has been made more aggressive starting from the initial offer

categories of outbound solutions
Categories of Outbound Solutions

high

Emergency

Notifications

Proactive

Notifications

Automated

Agent-Based

Courtesy

Calls

Predictive

Dialer

low

Actionable

high

low

Proactive, Automated, Personalized, Actionable

nnh stack
NNH Stack

MS SQL Database

Email

SMS

Voice

Nuance Subscription Manager

Nuance Notification Wizard

Outbound Solution Modules

Nuance Call BackManager

Nuance AgentConnect

Business Rules & Event Management

Design & Deployment

Campaign Management

CampaignReporting

NNH Core

Multi Channel Notification

IVR/Voice Gateway / (AMD, Fax, SIT)

Platform

Email Server / IP Network

SMS Aggregator

Infrastructure

value proposition
Value Proposition

On-premise: For enterprise customer care, NNH is the proactive notification solution that delivers personalized multi-channel interactions flexibly, using contact center infrastructure.

On Demand: For enterprise customer care looking for an outsourced service solution, NNH is the proactive notification solution that delivers personalized multi-channel interactions flexibly, using NOD infrastructure.

Advanced options: For enterprise customer care, Nuance is the only provider with the breadth and depth of experience to provide sophisticated solutions that incorporate inbound, outbound and agent interactions.

qualification
Qualification

Process:

  • Fill out the qualification calculator and send to the email distribution list: “NNH SME”
  • Orrie McCrea reviews and assigns the appropriate resource

Criteria:

  • Urgency to buy & business drivers
  • Supported platforms & infrastructure and/or desire for NOD
  • Vertical and # of customers
competitor differentiation
Competitor Differentiation

NNH is a simpler package for medium-sized applications than competing offers from IVR partners.

NNH/NOD is a flexible, scalable solution capable of supporting innovative interactions.

Nuance provides substantial inbound and system integration experience.

sales process notes
Sales Process Notes

Tools & caveats:

  • Direct sale
  • Qualification
  • GPS program
  • Check for promotional pricing in solution genie
  • Legal contracts & master agreements

Support:

  • Sales Engineering SME: Orrie McCrea
  • Business Consulting: Todd Rutherford
  • Network Services: Daniel Ferrero
  • PS SME: Jim Hunt
  • Product Management: Aaron Kneiss