4net’s Enghouse user group

Mere Golf Resort & Spa5th December 2017

Welcome

Richard Pennington – Managing Director, 4net Technologies

Enghouse roadmap - 4net technical introduction

Mike Jervis – Technical Director, 4net Technologies

History and experience

4net and Enghouse working together

Solutions

Enghouse roadmap

Software assurance and benefits

4net History with Enghouse

Year? Year? When Now

ENGINEERSEXPERIENCE• 8fullytrainedengineers• 05advancedtrained

engineers

GOLD PARTNER & CONTACT CENTRE SPECIALIST

LAUNCH OF ENGHOUSE USER GROUP

ENGHOUSE PARTNER FOR 8 YEARS

Solutions that complement

The Enghouse Platform Integration has tight integration with :

4net have integrated into all 3 platforms including• 25+ Avaya Implementations• 5+ SfB Implementations

What is EICC?

• Multi-media Contact Centre• Voice, email, Web-chat, SMS• Skills based Routing• IVR capability

• Queuing and routing• ToD/DoW, Last Agent, CLI, Caller entered Data, Priority, Interaction type

• Standard or Custom Reporting• Post-call Survey• Call-back functionality• Outdial• IM and Presence• Snapshot Wallboard• Optional Redundancy

QMS and WFM

• Voice Recording• All Calls• On-Demand• Triggers (Start/Stop etc)

• Screen Recording• Evaluation

• Score Trending• Agent Evaluation

• Workforce Management• Teleopti

EICC Enhancements since 8.1Feature 9.0 9.1 10

Touchpointsupportformediaescalation ü ü üTouchpointCallBarforPresence ü ü üTouchpointplaybackofQMSrecordings ü ü üWebenabledTouchpointclient ü ü üCPintegrationforadvancedIVR ü ü üCPintegrationforMobileSelfService ü ü üFullSfBClientandServersupport(UCMAS) ü ü üAvayaIPOsupportfor400agents ü ü üCUCMCompliancewithTAPIimprovements ü ü üWindows10support(withIE) ü ü üTouchpointforUCusers ü üCiscoJabbersupport ü üCallBar ü üNotifyMe ü üRelatedInteractionsview ü üSharedMailboxes ü üQueuesselectorandfilter ü üFreeText'Googlestyle'searching üWorkforceSchedulingforforecasting üTouchpoint'wrap-up'codeextensions üSkypeFederationsupport üTransferTextbasedinteractionsforevaluation ü

Touchpoint

• Touchpoint introduced in V7

Touchpoint

• Modern ‘look and feel’• Single view for all interactions• Pop-up Toaster• Global Hot-Keys• Call Bar

• All Details Option• Visible Agent States

• Worktime, Break etc

• Supervisor Controls• Intrude• Monitoring• Whisper Coaching (SfB)

Enghouse Workforce Scheduler

• Full Workforce Management can be expensive

• ROI typically on 75 agents and above

• Enghouse Workforce Scheduler targeted < 80 agents

• 30 Queues (voice, e-mail and web-chat)

• Forecast based on historical traffic data

Office 365 Federation

• Supports delivering calls to O365 federated agents• Specifically agents in a different domain to the EICC server

Enghouse in the Cloud

Built with 4net Agile Cloud Service

Platform built for each client

- Notsharedortenanted- Allowsfullintegrationwith

nocompromise

CAPEX or OPEX- Priceperuserpermonth

option

Agile Cloud - what is it?

• Communications solutions ‘as a service’ (CAAS)

• ‘Powered By’ Avaya (Core Telephony)

• Hosted in 4net data centre location(s)

• Price per user per month delivery:o Standard telephony userso Unified Communication (UC) userso Receptionist userso Contact Centre users / managerso Applications overlay – call recording / integration (vendor

agnostic)o Support

• Flexible & scalable

• 99.99% uptime SLA as standard

• Optional:o Enhanced resilience (99.999%)o Managed service

Agile Cloud – core solution components

IaaSSaaSHSCN

PSN

4net Agile Cloud

4net Data Centre 1UCaaS

Primary Server

Contact Centre SBC

OKPHONEMESSAGE

CONTACTS MENU CALL LOG

SPEAKER MUTE VOLUME HEADSET

ABC DEF

JKL MNOGHI

1 2 3

4 5 6

TUV WXYZPQRS

7 8 9

*

[

0 #

.,@

Avaya one-X

OKPHONEMESSAGE

CONTACTS MENU CALL LOG

SPEAKER MUTE VOLUME HEADSET

ABC DEF

JKL MNOGHI

1 2 3

4 5 6

TUV WXYZPQRS

7 8 9

*

[

0 #

.,@

Avaya one-X

4net Data Centre 2UCaaS

Primary Server

Backup ServerSBC

OKPHONEMESSAGE

CONTACTS MENU CALL LOG

SPEAKER MUTE VOLUME HEADSET

ABC DEF

JKL MNOGHI

1 2 3

4 5 6

TUV WXYZPQRS

7 8 9

*

[

0 #

.,@

Avaya one-X

OKPHONEMESSAGE

CONTACTS MENU CALL LOG

SPEAKER MUTE VOLUME HEADSET

ABC DEF

JKL MNOGHI

1 2 3

4 5 6

TUV WXYZPQRS

7 8 9

*

[

0 #

.,@

Avaya one-X

10GbE

10Mb

EFM

1GbE

100Mb

xDSL / FTTC

Carrier Link

Carrier Links

SIP ProviderA

Internet Breakout

SIP ProviderB

OKPHONEMESSAGE

CONTACTS MENU CALL LOG

SPEAKER MUTE VOLUME HEADSET

ABC DEF

JKL MNOGHI

1 2 3

4 5 6

TUV WXYZPQRS

7 8 9

*

[

0 #

.,@

Avaya one-X

Direct Private Connections to:IaaS (MS Azure, Amazon Web Services)SaaS (MS Office 365, Google Apps)

Fully accredited to connect to ‘Public Services Network’

Migration program from N3 to HSCN

Remote Workers(IP Handset, Softphone)

SIPPreferable call tariffs (01, 02, 03, 07)

Toll Fraud ProtectionDisaster Recovery Smartphone App

Resilient Connectivity

Customer 1MPLS

4net WAN Services

All connections can carry multiple services: > MPLS (inter-site and UCaaS) > Internet Breakout

Multiple services: > MPLS (inter-site and UCaaS)

> Office 365 Private Connection

Customer 2MPLS

Customer 1Multiple Sites > IP Handsets > Softphones > Mobile Apps > Traditional

Customer 2Multiple Sites

> IP Handsets > Softphones

> Mobile Apps > Traditional

Vendor Agnostic to all Tier 1 Carriers

IPO V2 PSTN

Analogue / Digital

• 4netvirtualised infrastructurewithin4netdatacentre location(s)

• AvayaIPOfficetelephonyandSBCsolutionproviding600+standardfeaturesasstandard

• Scaleable to3000usersperinstance

• NNI/Interconnectcapabilitiestomultiplenetworkandcloudserviceproviders

• Extensiveconnectivitytechnologyoptions– ethernet,EFM,FTTC,DSLetc

• SIPTrunksincluded– viaresilientconnectionstomultipleSIPproviders(Gamma&BT)

• 99.99%uptimeSLAasstandard

• Monitoring&managementcapabilities

• Upgradesincluded

Agile Cloud Core

Questions?

Ianlever–

ManagingDirector– AlysiumConsulting

DigitalandChannelOptimisationCustomersDemandingChange

MillennialsandGenerationAlpha

20

Whatarewestrivingtoachievein2017?

ImproveAccess– deliveraservicewhichallowscustomerstointeractatthepointofmostconveniencetothem

ImprovetheService– delivermoreservicesmorequicklyandmoreefficiently

ImproveCostEffectiveness– deliverservicesmorecosteffectivelyandimprovethequality

ImprovetheOperationalBusiness– delivermoreflexibleworkingconditionstoextendservicesanddrivedowncosts

ImproveFocusonThoseWithMostNeed– deliveraservicewhichprovisions‘experts’todealwithcomplexandsensitiveissues

21

Whatarewestrivingtoachievein2020?

CustomerReputationandRetention– competitionwillhaveincreasedandthe‘InternetofThings’willhavegivencustomersmuchmorecontrol

PredictableIncome– torunabusiness,youwillneedtoreducethevolatilityofbaddebtandbeabletoaccuratelyforecastyourrevenues

IncreasedIncome– mostorganisationshaveambitiousgrowthplanswhichmeanstheywillneedtodelivernewservices– extendtradedservices

StaffRetention– technologyprovidesawholehostof‘newwaysofworking’andstaffwillleantoorganisationsthatexploittechnologyandprovidestaffflexibility

ImproveFocusonThoseWithMostNeed– deliveraservicewhichprovisions‘experts’todealwithcomplexandsensitiveissues

EnhancedBusinessRelationships– attractnewinvestmentandopportunitygeneration

22

WhatisDigitalEngagement

OutboundAnopportunitytocosteffectivelyimproveyourcustomerrelationshipsthroughenablingyour

workforcetoproactivelypromoteyourproductsandservices

InboundAmeansofprovidinggreaterchoiceforcustomerswishingtointeractwithyourorganisation,productsandserviceswhichexploitsthelatesttechnologies

andreducescostswhilstimprovingcustomerservicesandefficiency

23

TheGovernmentsView

“Many citizens’ expectations have shifted from traditional face-to-face,telephone or paper channels to more responsive 24/7 onlinepersonalised services and delivery through mobile devices”

“Government will work to make citizen-focused transactional services ‘digitalby default’ where appropriate using Directgov as the single domain for citizensto access public services and government information”

24

MisconceptionsandKeyMessages

DigitalisNEW!!!DigitalisprimarilyfortheretailindustryDigitalcannotbeusedforservicesTechnologyisnotyetsufficientlymature

January2013

ContactlessPaynowupto£30(€38)pertransactionasof1st September2015.Theaveragespendatthesupermarketisonly£25(€32)

* NOTE Thechequeguaranteecardsystemendedonthe30th June2011– anothershift!

25

Misconceptions

IntheUK,TheIndependentnewspaperrecentlyannouncedthatitwouldmovetoadigitalonlyprovisionafter30yearsofproductionandmorehaveplanstofollow……………..

BBC3launchedin2003movedtoonlineonlyinFebruary2016– itstargetaudienceremains16-28yearolds.ItsavestheBBC£80m(€103m)

NewDaynewspapercollapses9weeksafterlaunchingpaperedition

26

AndTheDriveToReducePaperandCostsContinues……..WeNEED tothinkdifferently

Introducedin1921RetiredOctober2014DVLASavingsof£10m(€13m)(print&Post)Businessbigsavings(reducedadmin)

Introducedin19032Partintroducedin1998RetiredJanuary2015Detailsmovedtoon-lineonly

•VDR– ViewmyDrivingLicence•SMDR– SharemyDrivingLicence

DVLASavingsof£8m(€10.3m)

27

TheFutureIsHereNOW!

Considerthis- Wearenowservicingagenerationwhohavenotknownlifewithoutamobile

phone

- WearenowservicingagenerationwhohavenotknownlifewithouttheInternet

- Wearenowservicingagenerationwhohavesocialmediacontactswhotheyhavenevermetbutconversewithdaily

BycontinuingtodeliverservicesinatraditionalmannerwearediscriminatingagainstthisMillennialgeneration

GenerationAlphaiscoming

28

KeyMessages

- YouneedtobeINNOVATIVE

- Don’tusetechnologyasaBARRIER oranexcuse

- DonotASSUME therewillbeanimmediateuptake

- MARKET theserviceateverystage– useINCENTIVES

- BepreparedtoFORCE theshift

- CONVENIENCE iskey

- YouneedaCORPORATEDIGITALSTRATEGY

29

NewDomesticTechnologies– TheInvasionHasStarted

30

Andwecantalktoit

GoogleHome

FUTUREHUMAINOIDCOMPUTERSAREVIEWEDASSELFEVOLVINGANDSELFDEVELOPINGDEVICESTHATWILLDRIVEORGANISATIONALEFFICIENCY

PREDICTION– “By2021,45%oftheworldsfastestgrowingcompanieswillemploymorevirtualassistantsthanhumans”(NickBostrom 2015)

SIRI

PEPPER

- andittous

BOTS

31

Appswillslowlystarttodisappear

• Deviceswillmonitorourmood• Andourwhereabouts• Andourpreferences• Andourdiaries

• Theywillthinkforus

32

Anditcantakeusanywhere……

• VirtualRealityiscomingofage• Initiallyfocusisongaming• Manylargecorporatesaadoptingit• Hugeinvestmentinthisarea

33

Anditcantakeusanywhere……

34

EvenontheRoads

- Driverlesscars(level4)areheretoday

- Level5driverlesscarsarestillsomewayoff

- Digitalengagementwiththeenvironment

- Workonthego

- Prediction – therewillbeover10mself-drivingvehiclesby2020

- Explosionin3DBioPrinting

35

Communication

36

Wherearewenowin2017?

2017UKPopulationof63m- 58mownasmartphone/tablet

68%oftheUKpopulationusedsocialnetworkingsiteslastyear

65%ofyoungstersaged5to15nowownamobilephone

88%ofUKresidentshaveaccesstotheInternet

17%ofUKhouseholdsnolongerhavealandlinenumber

71%of65+agegroupusetheInternet

72%ofUKadultsuseon-linebankingande-Commercemakesup42%ofUKsales

49%ofchildrenaged12to15nowownatablet,upfrom7%in2012

37

EncourageCustomerstogoonline

ProvideIncentives– cash,moreappointments,etc.

Assistedsupportintheofficeandathome

Workwithotheragencies

38

TheTransactionLandscape

£0.00£1.00£2.00£3.00£4.00£5.00£6.00£7.00£8.00£9.00£10.00

CostsPerTransaction

Website ContactCentre FacetoFace

39

MakingtheShift– ROIanalysis

Understandyourtransactionvolumesandcosts!

• Identifyhighcostareaswhicharealsolowerchannelvolume

• Thisisagoodstartingpoint

40

WealreadyhavethetoolsreadilyavailableandCHEAP!

175bnTexts– sentintheUKin2015

Onaveragetextsarereadwithin5secondsofreceiptOnaveragee-mailsarereadwithin3hoursofreceipt

98%ofalltexts– areread

Only1%oftextsarespam– growing!90%ofalle-mailsareconsideredspamorunsolicitedmarketing

SMSMarketing– canincreasebusinessvisibilityby29%

SMSsurveys- generate46%greaterresponsethane-mailsurveys

41

Businesses{notjustpeople}UseNewChannels

By2020,thecustomerwillmanage85%oftherelationshipwithanenterprisewithoutinteractingwithahuman–GartnerResearch

Twitterusersonmobile:80percentoftheUKactiveusersareactiveonmobile– Twitter

33%ofusersprefertomakecontactusingsocialmediaratherthanthetelephone– Nielsen

Fromastandingstart18monthsagoCitroennowhandles25%ofwarranty/complaintcontactviasocialmedia–CitroenUK

42

SocialMediaNeedsManaging

OnasingledayinAugust2015therewere1bnliveusersofFacebook–Thatis1in7ofallthepeopleinworld.

Thereare1bnusersonWhatsApppermonth

42bnWhatsAppmessagessenteveryday

250mvideosuploadonWhatsAppeveryday

43

Businesses{notjustpeople}UseNewChannels

••2,000,000videoswatchedeverysingleday••24hoursofvideouploadedevery60seconds••Morefootageisuploadedin60daysthantheUSTVnetworkshowsin60years••Itisnotjust‘homevideos’– ofthetop100videos86%areprofessionallymade••Businessvideosaccountforc41%

44

YourCustomerSegments

SEGMENT1Can&will

SEGMENT2Canbutwon’t

SEGMENT4Can’tandwon’t

Whatareourdigitalchannelsegments?

SEGMENT3Can’tbutwould

45

Summary– TheCustomerExpectation

Whetherseekinghelponlineoronthephone,73%ofcustomersexpectcompaniestobeabletoknowwhotheyare,pullupalltheirinformation,knowthattheyalreadycalledaboutaproblemaswellasknowwhate-mailtheysentlast.

46

Summary– TheBusiness

Increasedproductivityfromstaff– onememberofstaffmultipletransactions

Empowermentofstaffandfeelingofownership

Longer{moreflexible}hoursworkedbystaffthrougheaseofaccess

Increasedstaffretentionandloyaltyattractingthe‘millenials’

Reducedcosts

OrganisationalBenefits-Mobileworkforcesusingtabletsseeanaverageincreaseinproductivityof40%andaveragecustomersatisfactionandloyaltybenefitsof30%- (VDCTechnologyAnalysts)

47

47

MakingtheShift

Inboundcalls60,000

FacetoFacetransactions10,000(headofficeonly)

Moved30%ofcallstotheWeb

Moved20%ofF2FtransactionstotheWeb

OverallSavings£67,000(€87,000)p.a.–£201,000(€260,000)over3years

LocalGovernmentExample

Saved£172,00(€222,000)byswitchingoffpaperapplicationforms

48

Questions

“WeliveinaDIGITALworldwherethepaceofchangeisunprecedentedandwenownolongeraskisdigitalavailable– weareshockedwhenit’snot”

Ineverywalkoflifewearemovingfromasking“doyoutakecardorcontactless”toapositionof“doyoustilltakecash”?

ian.lever@alysiumconsulting.co.uk+44(0)7771886886

PEPPER

Communication Centre and Quality Management System (QMS)

Product Roadmap

Technical Sales And Consulting: Peter Fedarb

Deployment Models for Contact Centers

Technology LocationCurrent Planned

100% On-Premise 60.1% 23.1%Offsite Premise-Controlled 19.4% 16.4%Private Cloud Infrastructure (Hosted) 8.6% 23.0%Cloud Hybrid – Hosted + Premise 7.3% 29.9%Shared Public Cloud 4.6% 7.6%

40% Premise IT-Managed

53% Managed Service

Source: Dimension Data – Global Survey, 981 Contact Centers Responding

Adoption of Contact Center Technologies

Level of Technology Integration in the Contact CenterTechnology According to DiData … According to Contact Babel …

Integrated CRM 69.3% 43% (pre-routing, screen pop)Integrated WFM 65.1% 48%QM for Calls 74.5% 85%

IVR Self-Svc 51.9% 49%

QM for Email/Chat 49.6% 56%Speech Analytics 48.7% 36%Proactive Notif. 17-24% 25% SMS, 45% Email, 27% Voice

The Move to Omni-ChannelLevel of Integration into the Contact Center

Channel According to DiData … According to Contact Babel …

Email 90.1% 86%SMS 48.1% 7%Web Chat 44.3% 40%

Voice 97.8% 99%

Social Media 52.4% 26%Video 11.0% N/A

Under 25 25-34 35-54 55-70 Over 70

Channel Popularity by Age

Social Media Mobile App Email

Telephone Web Chat Other

1st

2nd

3rd

4th

5th

6th

Source: Dimension Data What % of Agents Are Handling Both Voice and Text Channels?31% (Contact Babel)

Enghouse Interactive Product Strategy◆ Better Together – Evolution of the Integrated EI Portfolio

◆ TCO and Profitability à Shared modules, shared expertise, greater integration◆ Lines are blurring – between agents and attendants, between front and back office, between channels of communication, between supervisors and agents

◆ Total Cost of Ownership – For EI, Partners and Customers◆ Continual need to lower cost of installation, configuration, system management, and support◆ This is critical as key SI partners utilize us for Managed Services offerings

◆ Alignment with Strategic Partners – Microsoft, Managed Service Providers, etc.◆ Microsoft is fastest growth platform partner, and ONLY leading UC vendor without a contact center◆ PBX deployments down, UC deployments way up◆ Cloud/hosted market is not “pure” – it’s driving toward hybrids and managed

◆ Emphasis on Customer Interaction Quality – Optimizing the Customer Experience◆ Core to our value proposition is the quality and value of the interaction◆ Key to this is optimizing the “Customer Journey” – the whole “flow”

◆ Self-svc or notification à SMS/IM à Voice/Collaboration à Follow-up◆ Key to this is workflow synergy across the portfolio: CCE with CP, QMS, Vocal Coach, KMS◆ Key to this is measuring and improving the right metrics: goal/KPI setting, real-time stats, etc.

Roadmap CC 10.1 – release 27th June 2018

◆Independent deliveryü TouchPoint Agentü Compliance

CUCMACM IPONECMSFT

ü Analytics DB rewriteü Analytics project

10.1 delivery June 2018ü Web chat CC extension

Persistent browsing sessions across tabsBrowsing HistoryPro-active chat File transfer Agent push of file / URLEnd user to agentCo-BrowsingForm completionMedia escalation – voice / videoAudio and video on web RTCEasier deployment – better packaging to make it easier for customer to consume and reduce support calls.

ü Web admin Reset PINSetup / manage VM profile

ü Queues view redesignü Outlook contacts search and dialü JAWS / MAGicü Aculab update ü QMS multimedia transfer for

evaluation ü NPS 1-10 in Surveyü CC log collector ü Queue scalability

3Q2017 4Q2017 1Q2018 2017 Future2Q2018

Version 10.1 roadmap progress - Web Media Inclusions

◆ Installation / Administration◆ Persistent chat◆ Proactive chat◆ Push URL◆ File transfer◆ Co-browsing◆ Form Completion◆ Browsing history◆ Media escalation – voice or video◆ Click to dial◆ Web callback

Version 10.1 roadmap progress - Queues Redesign

The‘Queuebar’givesasummaryofthestateofthequeueincludingasummaryofhowmanyagentsareinalert,onabreakorinworktime.

IdleAgentsaredisplayedwithagreybackgroundinallqueuestheyhavedeliveryfrom.Theicon

denotestheagentsclassforthatqueue.

Agentsinworktimeoronabreakareshownwithabluebackgroundinallqueuestheyhavedeliveryfrom Agentsonacallfromthisqueueare

showninblackAgentsonacallfromanotherqueueare

showningrey

Allcallinformationisavailablebyclickingand

Agent

Queuealerts

Agentalerts

Roadmap CC 11.0 – release TBC

3Q2017 4Q2017 1Q2018 2Q2018 Future

Independentdeliveryü TouchPointAgent

Recordingü Compliance

CUCMACMIPONECMSFT

ü AnalyticsDBrewriteü Analyticsproject

11.0deliveryTBCü EmailPBXredesignü ContactServervsNEXTü Customerjourney,clientssidescriptingü WebAdminvsNEXTü GoalsettingandKPInotificationsü Easeofdeploymentonvirtualserversü QMSdisplaymultimediaevaluationsinTP

General QMS Product Strategy◆ Channel Expansion

Development of region-specific enhancements to support introduction of QMS into new territories

◆ Contact Center SupportContinue to align QMS with the Enghouse contact center products and roadmaps

◆ Multi-channel Recording and AnalyticsIntroduce and develop a multi-channel recording strategy, particularly in alignment with the Enghouse contact center products.Increase the features that allow customers to extract business intelligence from the recorded interactions

◆ Switch IntegrationsReview and maintain existing switch integrations and strategically add new integrations to support business objectivesDevelop complimentary applications and functionality to enhance the recording proposition for specific switchesFocus primarily on Skype for Business and Cisco

◆ Reliability & Lower Cost of OwnershipContinuously improve the scalability, resilience, performance and logging capabilities of the platformStrive to achieve a 50% reduction in cost of ownership per three year cycle

Release Schedule

QMS v7.1

QMS v7.2

It’s time for lunch

Followed by demonstrations:

Luke BrownTechnical Sales Consultant

said they would only try to reach support once before giving up

on a purchase.

51%

of dissatisfied customers won’t even contact the business to discuss their

experience

96%of consumers quit doing business with a

company because of a bad customer experience.

86%

Dissatisfied Customers Bad Experience

RTSAOverview

Real-time speech analytics - What is it?

- Unique approach to Speech Analytics- Toolbox for scoring calls by predefined criteria- Soft Evaluators measuring speaking behaviours

- Enhance training efficiency and gather new business insights

- High accuracy phrase recognition- Perfect for compliance assurance

- Extensive reporting tools and offline mode

Key Elements

- Real-time feedback for the agent- Shows scores, checklists and hints- Guides the agent during the call- Assures quality during the call instead of checking it

afterwards- Continuously coaches the agent

Base licence: Soft-Evaluators

ArcProServer

SpeakingRateChecks tempo of speech. Are they speaking in moderate tempo?

VolumeMeasure how loud the voice of the agent is heard.

StressLevelTrack the emotionality of agent and customers.

CrossTalkingDoes the agent interrupt the customer? Or vice versa?

SpeechRatioHow much of a call is the agent speaking and how much the customer?

SignalQualityIs there jitter on the line or does the signal clip or maybe there is noise?

DynamicRangeDoes the voice not sound natural? Maybe a broken microphone or a second voice heard in the background.

PauseMeasures length of pauses and length of speaking passages.

Phrase-Recognisers: Hard Evaluators

Required PhrasesFor necessary phrases and keywords in calls.

Good PhrasesGood but optional keys and phrases to mention.

Bad PhrasesBad phrases and keywords. Agents shall not use them!

Dialog PairsQuestion and answer checked together. Did the customer really agree with „yes“?

CategoryTo categorize calls via phrases and keywords mentioned in close proximity.

Phrase ClearnessChecks clarity of speaking. Are they speaking understandable?

Tailored Analyses

Historic Reporting Graphical Analysis

Report & Refine Quality

GOALS • Required a platform which supports effective customer communications plus compliant

ensuring customers are dealt with sensitively at all times.

SOLUTIONS • Enghouse Interactive Outbound Communicator and Real Time Speech Analytics.

BENEFITS • Reporting capability helps effectively tune the solution to provide key details about call

outcomes • Ensures that agents are fully compliant with all stipulations by the end of the call and used

language that complies with prevailing legislation. • 100% improvement in sampling, reviewing and scoring interactions providing an effective

audit call process. • Moving beyond pure compliance to a closer, more empathetic engagement with the

customer.

Videohttps://www.youtube.com/watch?v=wMFXpza77gA

Session Summary

See a Live Demo

Thank you

Round table

Thank you J