© 2009 Avaya Inc. All rights reserved. Introduction to IP Office Customer Call Reporter 28 November...

© 2009 Avaya Inc. All rights reserved.© 2009 Avaya Inc. All rights reserved.

Introduction to

IP Office Customer Call Reporter

28 November 2010

(current through IP Office R6.1)


Costs of Poor Customer Service*

Typical Company receives 65% of its Business from Existing Customers

7 out of 10 Customers who Switch to a Competitor do so because of Poor Service

A 5% reduction in the customer deflection rate can increase profits by 25% to 80%

Satisfying and retaining current customers is 3 to 10 times cheaper than acquiring new customers

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*Source: Return on Behavior Magazine


Does Your Business Know…

How long does a caller have to wait before they are answered?

How many callers hang up in frustration before they are answered?

How many calls do your staff handle?

How often do customers get transferred from department to department?

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© 2009 Avaya Inc. All rights reserved.© 2009 Avaya Inc. All rights reserved. 4

Customer Call Reporter (CCR) Summary Track & measure customer service and agent

productivity levels with:

• IP Office = Built-in ACD functionality

• Customer Call Reporter = real-time & historic reporting

• IP Office + CCR = Improved Customer Service

Customer Call Reporter delivers:

– Simple & Intuitive Reporting

– Minimum User Training Required

– Browser/Thin Client Architecture

– Reduced Set Up Costs

– Single Server with IP Office Messaging Server

Best suited to Small Businesses <30 Agents

• Can support up to 150 agents, 30 supervisors and one administrator Improved

Customer Service


Customer Call ReporterProduct Overview

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Supervisor Dashboard View

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Dashboard Goal

StatisticsTicker

Graphic Display Panels

New with IP Office

R6.1


Supervisor Dashboard

Default page when a Supervisor logs in

Dashboard Goal

Statistics Information Ticker

Three information graphs for selected queues,agents and statistics

– Agent State Pie Chart

– Alarms Cube

– Multiplot Graph

– Scatter Plot

– Single Pie

– Single Plot Graph

– Statistics Cube

– Statistics Table7

New with IP Office

R6.1


Supervisor Monitor View

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Historical Reporting Tab

Alarms

Customized Statistics

Supervisor “Views”


Real-Time Supervisor View

Up to 3 fully dynamic customized Views

– Each view can be summarized in reporting

• 3 Real-Time views

– Security of information

• Administrator allocates which supervisor can view which group

• Similarly supervisor can choose which agent has access to each view for added security

Example

– Hunt Groups 101, 105, 110 are “General Sales, Widget Sales, Widget Support”

– Views allow Supervisor to compare General Sales to Widget Support

Forced Agent State

– The supervisor can log in, log out or change an Agent from one Group to another dependent from the business need

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New with IP Office

R6.1


Real-Time Agent View

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Agents have 3 views as defined by Supervisor

– Need to know basis/security

Alarm “Ticker” provides status to agents

– Intuitive alarm presentation to show status quickly and easily


Alarm Settings

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Warning & Alarm to Supervisor

Alarm Statistics

– Answered Calls

– Average Speed of Answer (ASA) %

– ASA time

– Calls Waiting

– Agent State & Time in State (System & Group)

– Grade of Service

– Lost Calls

– New Messages

– Outbound Calls

– Overflowed Calls

– Refused Calls


Supervisor Customer MapProviding location-based business intelligence

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New with IP Office

R6.1

Indicates location of caller


Historical Reports

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Drag & Drop Report Templates

– Seven templates available

• Call details, call summary, agent summary, trace, alarm, voicemail

• Agent Time Card Report

• Create >80 distinct reports

Save Report for Future Use

– No need to re-enter same data over and over, saves time

– Export to PDF, Excel, Word

– Scheduled or manual delivery (e.g. reports by email)

Database schema available for custom applications

New with IP Office

R6.1


PC Wallboard

Customizable Wallboard– Interactive statistics

– Messaging feature

– Leader board (e.g. top 10 agents)

– Easily rebranded & customised (e.g. customer logo, colours, etc)

– Automatically optimized screen aspect ratio

Pricing:– 1 wallboard per Supervisor license


Benefits of Customer Call Reporter

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Business Benefits of Customer Call Reporter

Improved Customer Service– Measure Quality of Service

– Efficient Management of Agents

Lower Total Cost Ownership– Set up costs reduced

– Supports multi-language operations

– Customizable Real Time Screens

Powerful, Yet Simple Reporting– Create reports from templates

– Save or Schedule reports for future use

– Filter reports on what YOU want to see

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Increased ROI and reduced TCO with CCR Installation Time compared with Traditional Contact Center

– Total Installation cost SAVINGS = $2400 per site

CCR ease of use and online help means lower training costs

– Training time for CCR is half of traditional contact center

Finally lower ongoing maintenance costs, reduced TCO

– Browser-based architecture means only server requires upgrading17

Traditional Contact Center Supervisor client software

Traditional Contact Center Agent client software

Typical number of client per site

3 supervisors 20 agents

Install time 2 hours 30 minutes

Labour rate $150 $150

Labour Costs $900 $1500

CCR supervisor installation CCR Agent installation

Install time 5 mins 5 mins

Savings $900 $1500


Specifications & Pricing

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© 2009 Avaya Inc. All rights reserved.© 2009 Avaya Inc. All rights reserved. 19

Customer Call Reporter Technical Requirements Server Platform Requirements

– Pentium Dual 945 core– AMD Athlon 64 4000+ – 2GB RAM and 30 GB free hard disk space

• Customer Call Reporter server can co-reside with Preferred Edition messaging up to 16 ports

Server Software Requirements– Microsoft Windows 2003 or 2008 Server (32 or 64-bit)– Microsoft Windows Small Business Server– Microsoft SQL 2005/2008 Express or SQL 2005/2008– Virtual Server environment supported (VMware, HyperV)

Client Software Requirements– Microsoft IE, version 7.0 and above– Mozilla Firefox, version 3.0 and above– Apple Safari, version 3.2 and above– Google Chrome, version 1.0 and above


Customer Call Reporter Pricing Structure

217650 IPO LIC CUSTMR SERVICE AGENT RFA 1 $359



229442 IPO LIC R6 CUSTMR SERVICE SUPERV RFA 1 $429

229443 IPO LIC R6 CUSTMR SERVICE SUPERV TRIAL Free

229424 IPO LIC R6 ADVANCED EDITION RFA * $2295

229425 IPO LIC R6 ADVANCED EDITION RFA TRIAL Free

217658 IPO LIC CUSTMR CALL REPORTER UPG ** $2325

Customer Call Reporter is part of IP Office Advanced Edition

(*) Enables CCR, ContactStore, IVR, VB Scripting, 8-port TTS and 1 Supervisor(**) Upgrade all existing CCC licenses to CCR equivalent


Customer Call Reporter Roadmap

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Customer Call Reporter Roadmap*

Early 2011

– Integration of IP Office Video Softphone

– System real time statistics/monitor-views

– Avaya one-X® Portal Agent Gadget

– Wallboard log off

Future

– Multi-Site Support

– Agent coaching / Silent coaching

– Mobile twinning and Telecommutersupport in CCR

– Customized Historical reports

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*All Features are planned for implementation based on market feedback, Avaya reserves the right to change feature content based upon customer

requests without prior notice


thank you

Dieter Schulz Don Chouinard

[email protected] [email protected]

+49 (69) 75056182 +1 (408) 577.7841

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