1© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Avaya IQ Contact Center Reporting & AnalyticsAvaya IQ Contact Center Reporting & Analytics

Kay PhelpsSenior Marketing Manager

2© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Agenda

Target Customers

What Makes Avaya IQ Sizzle

Building upon the Heritage of CMS

Introducing Avaya IQ 1

2

3

4

Customer Case Study5

Resources6

3© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

What is Avaya IQ?

Rich, robust contact center reporting and analytics–Actionable intelligence for Avaya Call Center– Agent inbound/outbound voice reporting initially

– Roadmap adds IVR, multimedia

Builds upon Call Management System

Adds exciting new capabilities

Takes contact center reporting to a whole new level

Addresses requirements of 70+ customer panel

4© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Agenda

Target Customers

What Makes Avaya IQ Sizzle

Introducing Avaya IQ 1

3

4

Building upon the Heritage of CMS2

Customer Case Study5

Resources6

5© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Instantaneous notification of any problem areas

Drill-down to more detailed information

Easily invoke administration to make changes

Fine-tune with historical data

– Right-size agent staffing

– Identify problem areas

Over 200 standard reports

Extensive customization capability

Ease of use

Avaya Call Management SystemContact Center Reporting and Administration

6© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

CMS Customers Wanted More…

Unlimited agent/switch capacities

Ability to import data

Thin-client reporting

Agent-level data access

Retain detail data

Software-only

Time-zone reporting

Agent trace

7© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Goals in Building Avaya IQ

Keep what customers love about CMS

Ensure no “feature debt”

Enhance with requested capabilities

Architect with room to grow– Unconstrained capacities

– Data model built to facilitate addition of other data sources

Delight customers with new features

8© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Agenda

Target Customers

Introducing Avaya IQ 1

4

What Makes Avaya IQ Sizzle3

Building upon the Heritage of CMS2

Customer Case Study5

Resources6

9© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

What is the Sizzle in Avaya IQ?

• Unlimited capacities• Data import• Thin-client• Agent-level data

access• Retains detail data• Software-only• Time-zone reporting• All agents traced, all

the time

Addresses CMS wish list

• Takes the next step

beyond operational

reporting• Incorporates analytics• Gain intelligence into

the customer service

you deliver• Learn not just “what

happened” but “why”

Builds upon “Gold Standard”

• Enables managers to

relate contact center

performance to

business results• Who are the “best”

agents from a revenue

perspective?• Did my investment in

agent training pay off?

Relates Business Results

10© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

• Slice and dice the data in any way that meets your needs

• What time period do you need to see?• What is the performance of each

location?• How does that compare to regional

metrics?• How is the enterprise performing?• What time zone are you in?• What view best enables you to assess

your scope of responsibility?

Appraises Customer Service from Multiple Perspectives

• Show the value of blended agents• Relate customer satisfaction scores to

each agent’s metrics• Identify agent behaviors, agent “games”

• Immediately identify potential problem areas with a single report• Set target performance levels• Assess how each agent performs against these targets• Drill down to the details to learn more

Enables Full Understanding of Agent Contributions

Avaya IQ Delivers Actionable IntelligenceMake business decisions based on facts

11© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Avaya IQ Delivers Actionable IntelligenceMake business decisions based on facts

12© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Avaya IQ - Agent Behavior Analytics

13© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Drill Down to Details to Learn More

14© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Looks Like we Have Problems to Fix…

15© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Avaya IQ – More Nuggets

Easy, embedded report customization

Support for multiple languages

Understanding of report fields is an “I” click away

Roles-based access to data

Supporting services available through Avaya professional services team

New Avaya Software Support + Upgrades to keep customers current

16© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Agenda

What Makes Avaya IQ Sizzle

Building upon the Heritage of CMS

Introducing Avaya IQ 1

2

3

Target Customers4

Customer Case Study5

Resources6

17© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Should I Position CMS or IQ?

Avaya IQ may be the answer when:

New mid-large size customer

Existing customer on 13.1 or 14 CMS release

Your CMS customer has hit these pain points:– More than 8 geographic locations

– Locations span multiple time zones

– Consolidation requirements beyond CMS

Need capabilities only offered by IQ – web-based client, software only, call detail data, data import, etc.

18© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Should I Position CMS or IQ?

CMS may be the answer when:

Existing customer wants gradual transition

– Operate side-by-side with Avaya IQ

– Gain familiarity with new reporting interface

– Transition applications such as wall boards, WFM, etc.

– Small to medium contact center, geographically concentrated

Consolidation stays within eight ACDs, <10,000 agents

Immediate requirement for trunk group reporting, turnkey solution, High Availability

19© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Frequently Asked Questions

Is CMS going away?– No, CMS sales are strong

– CMS 14.1 became GA in June, CMS 15 planning is underway

– CMS continues to meet the needs of many customers

–Your path, your pace, your choice* Upgrade your CMS customers to the latest release for

side-by-side operation and easy transition

Does Avaya IQ cost more?

Will my CMS data migrate?

What about custom reports, data feeds, etc.?

20© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Agenda

Target Customers

What Makes Avaya IQ Sizzle

Building upon the Heritage of CMS

Introducing Avaya IQ 1

2

3

4

Resources6

Customer Case Study5

21© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Case Study – City of Indianapolis

Challenges: contain costs, improve customer service

Solution: Avaya IQ

Value Created:– Increased control and reduced costs

– Improved agent behaviors and customer satisfaction

–Eliminated the guesswork

–Optimized agent resources

–Streamlined business operations

“Our employees now have the tools they need to provide a superior level of customer service.” Giesla Schepers, Contact Center Manager

22© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Resources

Agenda

Target Customers

What Makes Avaya IQ Sizzle

Building upon the Heritage of CMS

Introducing Avaya IQ 1

2

3

4

5 Customer Case Study5

6

23© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

Resources on www.Avaya.comHome>Products>Products A-Z>IQ

Select “Resources”

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Resources on www.Avaya.com

Path: Home>Products>Products A-Z>IQ>Resources

Brochure

Flash demo

Product reviews

White papers

And, of course, Marki

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