Nemertes DN5437 Enghouse Interactive Business Value...

N e m e r t e s R e s e a r c h G r o u p I n c . w w w . n e m e r t e s . c o m 1 - 8 8 8 - 2 4 1 - 2 6 8 5

BusinessValueAnalysisEnghouseInteractiveContactCenterSolutionsNemertesBusinessValueAnalysisindependentlyevaluatestechnologyproductsandservicestoidentifythevaluetoenterpriseorganizations.Throughdetailedinterviewswithtechnologyprofessionalswhousetheproductsorservices,Nemertesanalyzesandquantifiesthereal-worldbenefitsandimprovementstotheefficiencyoftheirorganizations.

March17

08Fall

ByRobinGareissPresident&FounderNemertesResearch

©NemertesResearch2016!www.nemertes.com!888-241-2685!DN5437 2

BusinessValueAnalysis

TABLEOFCONTENTSExecutiveSummary...................................................................................................................................3TechnologyAdoptionandChallenges.................................................................................................4CXInitiativesFuelDigitalTransformation..........................................................................................................4BudgetsandITSuccess.................................................................................................................................................5

ContactCenterBusinessValueAnalysis.............................................................................................6ACDCostComparison.....................................................................................................................................................7

EnghouseInteractiveBusinessValueAnalysis................................................................................8ChangeinAgents..............................................................................................................................................................8CallHoldTimeDecrease...............................................................................................................................................9CSATIncrease....................................................................................................................................................................9ReductioninCallHandleTime...................................................................................................................................9

CaseStudies................................................................................................................................................10Conclusion...................................................................................................................................................21Methodology...............................................................................................................................................22



ExecutiveSummaryImprovedcustomerexperience(CX)istheleadingdriverfordigitaltransformationinitiatives.Thoughcompaniescanaddresscustomerexperienceinmanyways,thecontactcenterisfrontandcentertoanystrategy.InvariousNemertesresearchprojects,ITandcontact-centerleaderssaytheywantnext-generationmulti-channelcontactcentersthatareaffordable,easytoimplementanduse,andincrediblyintuitivesosupervisorscanmakequickchangesbasedonanalytics.Nemerteshasconductedseveralstudiesthatmeasurereal-worldcostsforcontactcentercapital,implementation,andoperationalcosts.Companiesareatdifferentphasesofdeployment,usinganycombinationofAutomaticCallDistributor(ACD),InteractiveVoiceResponse(IVR),callrecording,outbounddialing,andworkflowmanagement.Tolevel-setdata,wefocusedourcostanalysisonACD,thecoreofthecontactcenter.Nemertesconductedinterviewswith10companiesthathavemovedtoEnghouseandcomparedthecostdatafromthosecompanieswithourgeneralcontactcenterresearchdata.Insummary,hereiswhatwefound:

• 58%lowerthanindustryaveragedataforcapitalcosts• 35%lowerthanindustryaveragedataforimplementationcosts• 21%lowerthanindustryaveragedataforoperationalcosts

Organizationsuncoveredadditionalbenefits,oncetheyimplementedthesolutionandtrainedsupervisorsandagents.Insummary,hereiswhatwefound:

• 63%increaseinthenumberofagents,becausethecontactcenterbecamemoreusefulandvaluable

• 50%sawadecreaseincallholdtime,byanaverageof55%• 17%increaseincustomersatisfaction(CSAT)scores• 80%sawareductionincallhandletime,byanaverageof16%

Thisreportreviewstheexperiencesofleveragingcontact-centersolutionstoincludenotonlyACD,butalsootheradvancedfeatures,omni-channelreachtocustomers,andanalyticstoimproveperformanceofthecontactcenter.



TechnologyAdoptionandChallengesWhetherit’sacallcenter,contactcenter,orcustomerengagementcenter,it’sthecoreofanyorganization’sinteractionwithcustomers.Andit’sbecomingextremelyvitaltothecompetitiveadvantageforeveryindustry,fromuniversitiestoretailerstofinancial-servicescompanies.

CXInitiativesFuelDigitalTransformationInfact,customerexperienceinitiativesarethebiggestdriverofdigitaltransformation.CustomerexperiencealsoisthetopITstaffingareathrough2018,with40%ofcompaniesstatingtheywillincreasestaffhandlingcustomerexperiencebyanaverageof18%.(PleaseseeFigure1.)

Figure1:CustomerExperienceaMajorInfluencer

Customerexperienceisall-encompassingthesedays.Itincludestraditionalin-personinteractions,aswellasphonecallsintocontactcenters.Butwithomni-channelcapabilities,customerexperiencegoeswaybeyondvoicetoemail,SMS,webchat,videoconferencing,andscreensharing.Customerexperiencealsomayincludesocialsoftwareinteractions,throughpublicsitessuchasFacebookandTwitter.Andmovingforward,interactionswithbots,andbenefitsofmachinelearningwillfurtherenhanceCX.Withinthecontactcenter,Nemerteshasdocumentedchangesforboththoseworkinginthecenterandthosecallingintoit.Agentsandsupervisorshavebecomemorevaluabletocompanieswithhighersalariesandlowerturnover.Theyaregroundzero

50% Improve customer

experience through the use of

technology

48% Cite “improve

customer experience” as DT

driver

Top DT Driver Top DT App

Will increase IT staff handling

customer experience by 2018

40% Top Staff Growth

18% Increase in IT staff

by 2018 for customer

experience

Top Increase %



forcustomersatisfaction—andinmanycases,customerupsell.Companiesareinvestingmoreintotrainingforagents,aswellasanalyticsandpermissionstomakeroutingchangesforsupervisors.Andforcustomerscallingintoacenter,featuressuchasautocall-backandpresence-basedroutingreducetheamountoftimethey’reonhold,thusincreasingtheirsatisfaction.Butclearly,customersareincreasinglycontactingcompaniesvianon-voicechannels(up80.8%since2014,comparedto48.1%increaseinvoicevolumeincrease),sotheabilitytohaveWebchat,video,email,andSMSarebecomingtablestakesinmanyindustries.

BudgetsandITSuccessIt’snosurprise,then,thatcompaniesfocusingoncustomerexperienceinitiativeshavebettersuccesswithandhigherbudgetsfortheirdigitaltransformationinitiatives.(PleaseseeFigures2and3.)

Therearemanyoptionsforcontact-centersolutions,bothcloud-basedandon-premises.Itisimperativetoevaluatethecostofvariousoptions,butalsoimportantisthevalueofthem.What’sthecashoutlay,theresourcerequirementsinternally,andalsothevaluethecompanyandcustomersfindbeyondsimpledollarsandcents?Therestofthereportwilldiscussthoseissues.

7.14%

6.82%

6.60

6.70

6.80

6.90

7.00

7.10

7.20

Improving Customer Experience Through the Use of Technology

Not Improving Customer Experience Through the Use of

Technology

Digital Transformation Success

$918%

$795%

$720 $740 $760 $780 $800 $820 $840 $860 $880 $900 $920 $940

Improving Customer Experience Through the Use of Technology

Not Improving Customer Experience Through the Use of

Technology

Digital Transformation Budget Per Employee

Figure2:DigitalSuccessHigherwithCXInitiative Figure3:DigitalBudgetHigherwithCXInitiative



ContactCenterBusinessValueAnalysisCalculatingthecostsofcontactcentersiscomplexbecausetherearesomanyfactorsthatgointothenumbers.SomecompaniesjustdeployanACD,othersaddIVR,callrecording,automaticdialer,orworkforceautomation.Othersspendmoreondetailedanalyticsorwallboards.Tokeepcostsasclosetoanapples-to-applescomparisonaspossible,wehaveisolatedcostsforthecoreofthecontactcenter—theACD.Nemerteshasconductedtworesearchprojectswithmorethan200companiestogatherreal-worlddataonwhatthey’respending.Weusethefollowingformulatocalculateandnormalizethedata:

! CapitalCost–Includesallhardware,software,andlicensesrequiredforeachspecificcontactcentertechnology(i.e.,ACD,IVR).o Theformulaweuseis:

𝐶𝑎𝑝𝑖𝑡𝑎𝑙 𝐶𝑜𝑠𝑡𝑠𝑁𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝐴𝑔𝑒𝑛𝑡 𝑎𝑛𝑑 𝑆𝑢𝑝𝑒𝑟𝑣𝑖𝑠𝑜𝑟 𝐿𝑖𝑐𝑒𝑛𝑠𝑒𝑠

! ImplementationCost–Includesstafftimeandthird-partyconsultantsor

integrators.o Theformulaweuseisasfollows:

𝑆𝑡𝑎𝑓𝑓 𝑇𝑖𝑚𝑒 × 𝐿𝑜𝑎𝑑𝑒𝑑 𝐻𝑜𝑢𝑟𝑙𝑦 𝑅𝑎𝑡𝑒 + 𝑇ℎ𝑖𝑟𝑑 𝑃𝑎𝑟𝑡𝑦 𝐶𝑜𝑠𝑡𝑠𝑁𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝐿𝑖𝑐𝑒𝑛𝑠𝑒𝑠

! OperationalCost–Includesstafftime,equipmentmaintenancecosts,managed

services,training,andcertificationcostsassociatedwitheachspecificcontactcentertechnology(i.e.,ACD,IVR).Wegatheredfourtypesofoperationaldata:o InternalStaff–Includesthetotalloadedcostofinternalstaff(measuredas

full-timeequivalents)

o AnnualEquipmentMaintenance–IncludestheamountthattheorganizationpaystothevendororVARforannualequipmentmaintenance

o Third-PartyServices–Includesanythird-partypartners,systemsintegrators,orconsultantswhohelpwithongoingsystemoperations



ACDCostComparisonWeevaluatedthesamedatapointsforthe10Enghouse-specificcompaniestodrawcomparisonsonthecapital,implementation,andoperationalcosts.AsFigure4shows,Enghousecustomersarespendinglessthantheaveragefiguresfromthosewhouseallothervendors(i.e.,Avaya,Cisco,InteractiveIntelligence,Genesys,etc.).Percentage-wise,thecostdifferentialiscompelling.Overallfirst-yearcostsare$1,342peragentforEnghousecomparedto$1,913forothervendorscombined.Capitalcostsare58%less,implementationcostsare35%less,andoperationalcostsare21%less.

Figure4:ACDCostComparison-EnghouseCustomersvs.AverageofallOthers

!$681!!

!$266!!

!$395!!

!$1,078!!

!$359!!

!$476!!

$-

$200

$400

$600

$800

$1,000

$1,200

Capital Implementation Operational

ACD Cost Comparison Enghouse Only Industry-wide



EnghouseInteractiveBusinessValueAnalysisInourstudyof10Enghousecustomers,wefoundamixofchannelsinuse.Naturally,allusevoice:30%useonlyvoice(fornow),whiletherestusesomecombinationofvoice,chat,email,andSMS.Individualscenariosvary,andarecoveredintheindividualcasestudiesthatfollowthissection.Eachcompanydidnothaveinsightintoeachofthesedatapointseither.Butoverallasagroup,wefoundthefollowingimprovementsamongthosewhoknewthedata:

Figure5:EnghouseStudy-TheResults

ChangeinAgentsAsthecontactcenterbecamemorevaluable,companiesreporteda63%averageincreaseinthenumberofagents.Thoughonefoundefficienciesinthesolutionanddecreasedagents,theotherssaidEnghouseactuallymadeagentsandsupervisors



moreproductive.Atthesametime,thebusinesswasgrowingandthecontactcentercouldhandlemoreagentsefficientlyandeffectively.

CallHoldTimeDecreaseHalfofthecompaniessawadecreaseincallholdtime,byanaverageof55%.MostoftheITleadersattributethedecreaseinholdtimetotheadditionofEnghouse’scallbackfeature,whichletscustomerskeeptheirplaceinqueueandgetacallbackwhenit’stheirturnratherthanwaitingonhold.Inothercases,integratingthecontactcenterwithpresenceandinstantmessaginghelpedagentstransfercallstopeoplewhowereavailableratherthanputtingthecustomerinanothervoicemailorholdqueue.

CSATIncreaseCustomersatisfaction(CSAT)scoresincreasedbyanaverageof17%.Becauseoffeatureslikecallback,presence,andintelligentrouting,customerswereabletogettheirissuesaddressedfaster.Additionally,improvedanalyticshelpedsupervisorsrecognizedeficienciesinscheduling,expertise,orcallhandlingthattheycouldaddressonthespotandimprovetheoverallCX.

ReductioninCallHandleTimeEightin10sawareductionincallhandletime,byanaverageof16%.Byconnectingthecustomertotherightagent(eitherviapresenceinformationorthroughIVR),theywereabletohandlerequestsmorequickly.Some,however,increasedcalltime,whichtheysawasabenefit.Byspendingmoretimewithcustomers,theyimprovedupsell.



CaseStudies Asstated,Nemertesinterviewed10companiestodeterminethebusinessvaluetheydiscoveredmovingtoEnghouseContactCentersolutions.Organizationssawmeasureablebenefitsinmultipleareas,includingimprovementsincustomersatisfactionratings,quickerhandlingofcalls,increasesinsales,andreductionintroubletickets.Thenextseveralpagesprovidedetailsoneachofthecompanies.



ealthcare:A200-personhealthcarecompanyreducedcosts,increasedrevenue,andimproveditsCSATscoreafterdeployingtheEnghousesolution,usedforinboundsupportcallsfromcustomers.Themajordifferencesfromtheprevioussolutionaretheabilitytodoenhancedreportingandimproved

queuingforpremiercustomers.

Theorganizationprovidesservicestophysiciansandclinics,whichtheyuseforscheduling,e-prescriptions,andlabs.Thecompanywasabletodevelopcustomworkflowsthatroutecustomerstothebestequippedandtrainedagent,accordingtotheirstatusandrequirements.Byhandlingcustomerinquiriesandsupportissuesmoreefficiently,theorganizationhasseenCSATscoresimproveby20%.Thoughonemaythinkthatreducing

thestaffwouldcauseadecreaseinCSAT,thatdidn’thappenwiththisorganizationbecauseitleveragedreportingtoolstomoreeffectivelycustomizewhatstaffitneededwhen.“Wedidmakesomechangesintermsofstaffingtoreduceoperationalcostsandimprovethelevelofsupportwewereabletoprovide,”saystheSVPoftechnicaloperations.“Welookedatreporting,atpeakhoursofthedayandthetrendsofthecalls,asitcorrelatedtoourfeaturedeployment.”Staffmembersevaluatereportstocorrelatestaffingwithcallvolumeandtimeofday.Thecompanyalsousesathird-partypartnertohandleoverflowforsupport.“Weworkwiththemtoseethatthenumberofagentsismoreelasticthanwecoulddowithourownstaff.Wecanstaffupanadditionaltwotothreepeopleforhoursofthedaythatarenecessary.”Thecompanysetupqueuestogovernwhichcallsgotointernalagentsandwhichgotothepartner.Thatmoveallowedthemtoeliminate10agents,foranannualsavingsof$60,000each.Atthesametime,theincreasedinteractionwithagents,whichserveassalespeoplewhotrytogetthephysicianstousemoreoftheirservices,hasresultedinalargeincreaseinrevenue—70%,ofwhich10%to15%isattributedtothenewplatform.

HNumber'of'agents 50

Apps'in'useACD,'IVR,'outbound'dialer,'call'

recording

Channels'in'use Voice,'chat,'email

Capital'costs'per'agent'(ACD) $934

Implementation'costs'per'agent'(ACD) $236

Full;Time'Equivalents'managing'(entire'system) 0.3'(backCend)'1'(app'manager)

Primary'UC'vendor Microsoft

Average'hold'time NA

Average'handle'time NA

Change'in'CSAT'score Increased,'20%

Reduction'in'trouble'tickets NA

Change'in'number'of'agentsEliminated'10'agents;'replaced'with'

overflow'partner.'$600K'in'savings

Other'benefits

Company'revenue'increased'70%'

from'2015'C'2016;'10C15%'of'that'

increase'attributed'to'CC'solution

Healthcare'CompanyEmployees:200



ollege:Ajuniorcollegeisseeingitscontactcentermetricsimproveoneveryaxis,drivenlargelybytheEnghousesystemanditsintegrationwithMicrosoftSkypeforBusiness.“Theabilityofme,whiletalkingtoyou,togetananswertoaquestionisarevolutionforus,”saystheSVPfortechnicaloperations.“Much

ofthatisbecauseoftheincreasedcollaborationwehavewithintegrationbetweenLync(nowSkypeforBusiness)andEnghouse.” Inpastyears,acontact-centeragentwouldtakeacall,andthecallerreachedthewrongarea.Sotheagentwouldblindlytransferthecalltoanagentintherightarea.However,frequently,thatagentwouldbeonanothercallorawayfromhisorherdesk.“Nowwithpresence,theycanseewhoisthereandroutethecalltosomeonewhoisin,”hesays.Callhandletimehasdroppedby35%overall,andfirst-callresolutionisupby30%.Withsuchimprovements,it’snotsurprisingthatCSATscoresaregoingup,aswell.Sofar,theincreaseis10%to15%.AnotherfactorplayingaroleintheimprovedCSATscoreisthecollege’simproveduseofacallbackfeature.Inthepast,callerscouldoptforacallbackratherthanthemsittingonholdfor30minutes.Butoftenthatcalldidn’thappenuntillaterintheday,andtheywereunavailable.“Now,afteryou’vebeenonthequeuefortwominutes,thesystemofferstocallbackandyoukeepyourplaceinline,”theSVPsays.Thatalsohelpedwiththecollege’sreputation.“Theywouldrealizetheyhavetowaitinline,andthengotoFacebookandcomplainaboutus.”Anotherbenefitisreportingcapabilities.Supervisorsinthepastdidnothaveaccesstogoodorbaddatathattheycouldunderstand.EnghousehasareportingmodulestoredonaSQLserver,andthecollegegivessupervisorsaccesstogeneratetheirownreports.“Nowthesupervisorshavemetrics,andthey’relookingattheirgroupandperformingbetter,”theSVPsays.Atfirst,supervisorsweren’tinterestedinthisfeature.Butlikemostgrassrootsadoption,onesupervisorstartedusingthem,andnowseveralmorearedoingthesame.

CNumber'of'agents 75

Apps'in'use ACD

Channels'in'use Voice,,chat

Capital'costs'per'agent'(ACD) $313

Implementation'costs'per'agent'(ACD) $154

Full;Time'Equivalents'managing'(entire'system) 0.15

Primary'UC'vendor Microsoft

Average'hold'time

Decreased,,with,callback,feature,,

option,to,receive,a,call,back,after,

being,on,hold,for,2,minutes.

Average'handle'time Decreased,,35%

Change'in'CSAT'score Increased,,10H15%

Reduction'in'trouble'tickets No,change

Change'in'number'of'agents No,change

Other'benefitsMore,analytics,because,of,reporting,

capabilities

CollegeEmployees:,1,500



orporateTraining:TheabilitytoquicklyrunreportstoanalyzeagentperformancewasakeybenefitoftheEnghouseplatformforacorporatetrainingfirm.Thebusinessisgrowing,requiringmorecontact-centeragents,soquicktrainingbasedonreal-worldperformancedatawascrucialtosuccess.

Notonlydosupervisorslistentoagentsandcustomersinteracting,theyalsohavetraineeslistentothecalls.“Withsomesystems,youcouldn’tdodoublemonitoringwiththepersonintrainingalsolisteningintocalls,”saystheVPofoperations.“Thisisgoodfortrainingnewpeoplesothey’regoingtotherightplaces.”What’smore,the

systemhelpswithdisciplinaryissues.“Supervisorscanevaluatewhattheyweredoingorshouldn’tbedoing.”Reporting,aswellaswallboardsintegratedintotheadministrativesoftwareusedtomanagethecompany,enablessupervisorstorunscorecardsonagentefficiencyanditsaffectoncustomers.Theycanmakesurethey’reschedulingstaff,breaks,andlunchescorrectly;thatagentsloginontime;andthattheyaremanagingtimeproperly.Infact,thecompanyhas

addedmoresupervisorstoanalyzeasmuchaspossibleandgetthemostoutofthesystem.Administratorsalsocantroubleshootproblems(whichhavedroppedinhalf)muchmorequickly.“Wecangointotheappmanagerandseeerrorlogswhenthey’repoppingup.Problemsdon’thappenallthatfrequently,butwhentheydo,weseethemwithinminutes,”saystheVP.Administratorswentfroma15-to30-minutewindowtoseeiftherewasaproblemtoa5-to10-minutewindow.Fromthecustomerperspective,thefirmhandlescallsmorequicklyandaccuratelybecauseofitsintegrationwithSkypeforBusiness—specificallytheinstantmessagingandpresencefeatures.“Byusingchat,weareabletogetanswersquicker,”hesays.“Iftheyarehavingissues,thecustomerisnotonholdforalongtimebecausewecangettoasupervisororteammatequicklyviachat.”Overall,theEnghousesystemhasprovidedthecompanywithseveralbenefits:“Wehaveamorestablesystemthatgaveustheabilitytohaveteleworking,betterreportsforamonthlylook,bettertrainingcapabilities,”saystheVP.“Wehavedoubledourcontactcenterandhavebetterreporting,visibility,andtraining.”

C

Number'of'agents 30Apps'in'use ACD,'IVR,'call'recordingChannels'in'use VoiceCapital'costs'per'agent'(ACD) $1,071Implementation'costs'per'agent'(ACD) $515Full;Time'Equivalents'managing'(entire'system) 0.05Primary'UC'vendor MicrosoftAverage'hold'time Decreased,'at'least'50%Average'handle'time Decreased,'unsure'of'figureChange'in'CSAT'score No'changeReduction'in'trouble'tickets 50%Change'in'number'of'agents Increased;'business'is'growing

Other'benefits

Increased'analytics'through'reporting;'helps'train'new'agents'as'company'grows

Corporate'TrainingEmployees:'65



niversity:TheEnghousesolutionhasresultedinimprovedcustomersatisfaction,aswellasimprovedagentsatisfactionforagrowinguniversity.Theuniversityhadtohiremoreagentstohandleariseinthenumberofstudentcalls.ButgrowthperpetuatedaseachdepartmentleadersawothersusingthenewEnghousesystemwithsuccess.

Thecallbackfeaturewasinstrumentalinreducingthenumberofcallerswaitingonholdorleavingmultiplevoicemailmessages.Thesystemautomaticallyredialscallersafterthefirstvoicemail.What’smore,theuniversityisplanningtoextendchatfunctionalitytocounselorswhoareworkingwithstudentstofurtherreducetheneedtoplacevoicecalls.Inadditiontodealingwithahappiercustomerbase,agentsliketheabilitytoseeoneanother’spresencestatus(throughanintegrationwiththeCiscoUCsystem)becauseitincreasestheirsenseofreliability.“Beingabletohaveagentswhoaremarkedasavailablewhentheytrulyaremakesabigdifference,”saysthetelecomadministrator.“BeforewehadtheUC/ACDintegration,wehadcallersgoingdirectlytoextensionsattimes,andthosepeoplemaynotbeavailableorwerenotreadytohandlethecallers’situationtosatisfaction.Sotheymayhavehadtotransfertoanotheragentwhowasactuallyunavailable.”Now,ifagentsareunavailable,theyadjustsettingstoshowthey’reonbreak,andwhentheyareavailable,theylogin.Theimprovementstothecontactcenterresultedin“significant”decreasestoAverageHoldTime.Inaddition,thesupervisorcanobservecalls,whichmakesabigdifference,thetelecomadministratorsays.Whentheuniversityhashaddissatisfiedcallerssayingtheircallsweren’thandledproperly,supervisorscouldtrackthatcallerallthewaythroughtheprocessandseewhatreallyhappened.“Ithelpsushandlecallsbetterandseewhenthingsaremoreofanemotionalreactiononthecustomer’spart,”saysthetelecomadministrator.

U

Number'of'agents 80Apps'in'use ACDChannels'in'use VoiceCapital'costs'per'agent'(ACD) NAImplementation'costs'per'agent'(ACD) $3.25Full;Time'Equivalents'managing'(entire'system) 1Primary'UC'vendor CiscoAverage'hold'time NAAverage'handle'time DecreaseChange'in'CSAT'score UnsureReduction'in'trouble'tickets NA

Change'in'number'of'agents

Increased:400%.:University:is:growing,:but:also:departments:saw:success:with:system:and:joined:in

Other'benefits

CallIback:feature:reduced:customer:frustration,:the:need:to:leave:multiple:voicemails

UniversityEmployees::310



etailer:Awomen’sclothingretailerisbeatingitsrevenuegoalsby50%to70%,inpartbecauseofitsnewcontact-centersystemthatmakesiteasierforagentstoassistandupsellcustomerswhocallorvisittheWebsite.Thecompanyisabletohandlemorevolumethroughthecontactcenter,andit’s

addednewchannels,themostsuccessfulbeingwebchat.Customerswhonormallywouldnotcallarechattingwithagents—andbuyingmore.“Whenweaddedchatasachannel,wedidn’tseeadropoffinthevoicechannel,”saystheVPofinfrastructure,security,andoperations.“Mostofitisnewbusiness.”

Tohandletheincreasedvolumeandothernewfunctions,thecompanyadded25agents.NotonlyaretheyhandlinginboundcallsandWebchat,theyalsoareproactivelyschedulingappointmentsfortheindividualstores.“Normally,customerswouldcalleachstoretomakeanappointment.Wefounditwascheaperforustotakethecallsinthecontactcenterthantodistractthesalespeopleinthestores,”hesays.

Throughtheuseofskills-basedrouting,supervisorscanprioritizesalescallsandgetthemtothetopsalesagentsinsteadofgoingtoanyavailableagent,saysthecontactcenter’sseniordirector.Inrebuildingthecontactcenter,thecompanyalsodevelopedacustomerexperiencescorecardforsupervisors.Theylistentocallsandholdagentsaccountable,whichismakingthembetterattheirjobs.Ultimately,thatresultedina30-secondimprovementinaveragehandletime.Visibility,callrecording,andreportingalsohaveimproved.Whethersupervisorsaremobile,onthefloor,orathome,theycanseewhat’shappeninginthequeuesandreactaccordingly.Thatusedtorequireroutingchanges—skillsthesupervisorsdidn’thave.Now,theyhaveself-servicecapabilitiesandcanreactmorequicklytoinformationtheygleanfromreportsorrecordings,ultimatelyimprovingcustomerservice,theVPsays.What’smore,schedulingshiftedfromExcelspreadsheetstomoresophisticatedworkforcemanagement,balancingskillswithcustomerdemands.Overallcustomersatisfactionalsohasincreased.Thecompanyaskscustomersabout10differentquestionstocalculateaCSATscore,whichimproved4%to10%acrosstheboardafterthefirstfullmonthwiththetool.Willingnesstorecommendroseby12%,andinitialrequesttoresolutionincreasedby10%,theseniordirectorsays.

R

Number'of'agents 110

Apps'in'useACD,'IVR,'workforce'management,'outbound'dialer,'call'recording

Channels'in'use Voice,'email,'chat,'SMSCapital'costs'per'agent'(ACD) $958Implementation'costs'per'agent'(ACD) $200Full;Time'Equivalents'managing'(entire'system) 1Primary'UC'vendor Avaya,'moving'to'MicrosoftAverage'hold'time UnsureAverage'handle'time Decrease,'8%Change'in'CSAT'score Improve,'4K10%Reduction'in'trouble'tickets NAChange'in'number'of'agents Increase,'23%

Other'benefits

Increased'sales'and'upsell'by'handling'more'calls'and'interacting'via'Web'chat

RetailerEmployees:'9,000



elecommunications:AregionaltelecomproviderhasseenvariousimprovementssinceitswitchedfromAspecttoEnghousenearlytwoyearsago.“It’sbeenoneofthoseproductswhereyoujustsetitupandforgetit,”saysthesystemsengineer.Uptimeismorethan99%,comparedtoregularoutageseach

week,sometimesformultiplehours.Amorefunctionalsystemalonewashelpfulforthecompany,butitalsofoundadditionalbenefitswiththeentireupgrade.Agentswentfrom23”and15”screenstodual24”screens,whichcontributedtoproductivityimprovementsbecausetheycouldlookatsplitscreenswithcontextualinformation.Customersareseeingadditionalbenefits.Averageholdtimeislessthantwominutes,downfromfiveminuteswiththeprevioussystem.Thisimprovementis,inpart,duetothecallbackfeaturethecompanyimplemented.Ratherthanleavingavoicemail,thecallbackfeatureleavesthepersoninqueueiftheydon’twanttowaitonhold.Averagecallhandletimedroppedby55%.TheorganizationhasintegratedthepresencefeatureofSkypeforBusinessintothecontactcenter.“It’snicewhenwe’retransferringfromonegrouptoanother.Insteadofhavingtojustpick,let’sseeifthispersonisavailable.Youcanseewhoisavailable,thentransfertothatperson,”hesays.Thecompanyalsoissettingupemailandchatandusingitonalimitedbasissofar.Forexample,ifacustomerisreplacingaset-topbox,theycanemailthenumbersoftheoldandnewboxtoswap,ratherthancallinginandpotentiallywaitingonhold.Customersatisfactionhasincreasedby75%.“Customersaremuchhappier,”thesystemsengineersays.

TNumber'of'agents 30Apps'in'use ACD,'call'recordingChannels'in'use Voice,'email,'chatCapital'costs'per'agent'(ACD) $833Implementation'costs'per'agent'(ACD) $754Full;Time'Equivalents'managing'(entire'system) 0.25Primary'UC'vendor MicrosoftAverage'hold'time Decrease,'60%Average'handle'time Decrease,'25%Change'in'CSAT'score Improve,'75%

Reduction'in'trouble'ticketsUnsure,'but'uptime'significantly'improved

Change'in'number'of'agents NA

Other'benefits

Integration'with'Skype'for'Business'helps'agents'use'presence'to'route'calls'more'efficiently

TelecommunicationsEmployees:'225



niversity:Alargeuniversityhasseen“drasticimprovements”afterimplementingEnghouseinthecontactcenter,accordingtothedeputyCIO,citingreporting,chatintegration,thecallbackfeature,andintegratedscreenpopsaskeycatalystsforchange.

Althoughmanyorganizationsaimtodecreasecallhandletime,theuniversityactuallyincreasedhandletimewiththenewcontact-centersolution.“Wehadmorevisibilitywiththetool,soweknewwhenwecouldspendmoretimewithcustomers,”thedeputyCIOsays.Withthenewcallhandletimeasabaseline,theagentsnowwillworktowardreducingfromthatpoint.Moreimportanttotheuniversityishowquicklyagentsanswercalls,

particularlyduringAugustandSeptemberwhenthevolumepeaksasstudentsstartthefallsemester.“Wenowhavetheabilitytoaddagentsfromotherqueuesandprovidevisibilityintocallvolumes,”hesays,addingthereweredrasticreductionsinspeedtoanswer.Heisnotsureonexactfiguresbecausehewasunabletomeasuretheanswertimeontheprevioussystem.Enghouse’sreportingcapabilitieshavegiventheuniversitymoreinsightintoperformance.What’smore,thecallbackfeaturehasbeenvitalinreducingtheabandonmentrate—andtheleveloffrustrationamongcallers.Inaddition,screenpopsintegratedwiththeinstantmessagingsolutionhasallowedtheuniversitytoquicklyidentifycustomerswithouthavingthemtoaskthemtoidentifythemselvesandrepeatinformationtheymayhaveprovidedalreadyiftheycallweretransferred.That’shelpedtoreduceaveragehandletime.Theimprovementstothecontact-centertechnologyhaveresultedinanimprovementtothecustomerserviceratings,froma4.8toa4.9.Giventhescaleonlygoesto5.0,theuniversitycan’tgettoomuchbetter.

UNumber'of'agents 25

Apps'in'useACD,'IVR,'workforce'management,''outbound'dialer,'call'recording

Channels'in'use Voice,'chat,'email'SMSCapital'costs'per'agent'(ACD) $810Implementation'costs'per'agent'(ACD) $299Full;Time'Equivalents'managing'(entire'system) 2'(managing'all'apps)Primary'UC'vendor AvayaAverage'hold'time Decreased,'unsure'of'how'much

Average'handle'time

Increased,'10%,'more'visibility'into'tool'enabled'agents'to'spend'more'time'with'customers

Change'in'CSAT'score Improve,'2%Reduction'in'trouble'tickets NAChange'in'number'of'agents NA

Other'benefitsScreen'pops'with'caller'information'helps'agent'efficiency'

Higher'EducationEmployees:'13,500



nsurance:AninsurancecompanyishandlingcallsfasterandbetterthanitdidpriortoinstallingEnghouse’ssolution,butmoreimportantly,itnowhasmetricssupervisorscanusetoimprovecustomerexperience.

“BeforetheEIsolution,weweresmaller,andthemaingoalwasjusttoanswercallsandhandlethemcorrectly,”saystheseniortelecomtechnician.“Weweren’tlookingatAverageHandleTime,AverageHoldTime,etc.Now,theydoitreligiously.”Becauseofmetricsavailable,thecompanynowcanappropriatelystaffthecontactcenter.Manyfeaturesaremakingthejobeasierforagents.Forexample,theyusedesktopsoftwaretomakecalls,versuspickingupthephoneanddialingnumbersastheydidinthepast.Inaddition,thesearchengineisrobust,makingiteasytofindotheragentsandtheirstatus.Theautomatedattendantfunctionalityiseasytomanipulateandtobuild.“Ireallylikethatpieceofit.It'squicktoaddphrasing,addoptionsoffofautomatedattendantforabrandnewtoll-freenumberforinstanceandIcandoitlive.Wedidn'thavethateasebeforewithourothersolution,”thetechniciansays.Therecordingpieceiseasytouse,aswell,byenablingagentstosearchbythecaller’snumber.And,thesoftwareisaneasylayoutforseeingandfindingthings.It'seasytoseeacallpaneanddotransfersandholdsfromthatpoint,andtoseecallsinthequeue.Supervisorscancustomizetheviewfordifferentmanagementlevels,allowingagentstoseeandnotseeinformationbasedonpolicies.

I

Number'of'agents 127Apps'in'use ACD,(IVR,(call(recordingChannels'in'use VoiceCapital'costs'per'agent'(ACD) $846Implementation'costs'per'agent'(ACD) $234Full;Time'Equivalents'managing'(entire'system) 1Primary'UC'vendor Roll(CallAverage'hold'time Decrease,(unsure(of(how(muchAverage'handle'time Decrease,(unsure(of(how(muchChange'in'CSAT'score Not(trackingReduction'in'trouble'tickets NAChange'in'number'of'agents Increase,(300%

Other'benefitsContact(center(helped(fuel(company(growth,(resulting(in(more(agents

Financial'Services:'InsuranceEmployees:(210



edia:MoreefficientcallhandlingandlowoperationaloverheadaretwobenefitsaglobalmediacompanyhasfoundsinceswitchingtoEnghouse,accordingtotheglobalVPofclientsupportandcreditcontrol.

Thecompanyleveragesbothvoiceandemailinthecontactcentertofieldcustomerquestions.Theaveragecallhandletimehasdroppedfromaboutsixminutestofiveminutes,hesays.

Sincethecontactcenterhandlesafewdifferentfunctions,therearemultiplequeuesinwhichcallerscanbeplaced.TheEnghousereportingtoolshavegiventheorganizationsolidvisibilityintoandmanagementofthosequeues.Inaddition,it’simprovedthecompany’sreportingcapabilitiescomparedtobefore,enablingsupervisorstocreatestandardizedreportsacrossmultipledepartmentsandlocationsglobally,theVPsays.

“Enghousehasgivenusalotofautomationtools,suchasautodialingandoutbounddialing,andthatprovidesuswithalotofqualitymetricsforqualityassurance,”hesays.Movingforward,hesaysheknowstherearemorecapabilitiesheisnottappingintoandwantstodeterminewhatotherefficiencieshecanderivethroughothermodulesorcomponentsfromEnghouse.

MNumber'of'agents 250

Apps'in'use ACD,((outbound(dialer,(call(recordingChannels'in'use Voice,(emailCapital'costs'per'agent'(ACD) $800Implementation'costs'per'agent'(ACD) $129Full;Time'Equivalents'managing'(entire'system) 0.25Primary'UC'vendor AvayaAverage'hold'time UnsureAverage'handle'time Decrease,(20%Change'in'CSAT'score No(impactReduction'in'trouble'tickets NAChange'in'number'of'agents No(change

Other'benefitsTool(enabled(standardized(reporting(across(multiple(departments

MediaEmployees:(2,100



itness:AlargefitnesscompanyreplaceditsInteractiveIntelligencecontact-centersolutionwithEnghouse,savingmoneyonimplementationandongoingoperations,whilealsoenjoyingbenefitsprovidedbyintegrationwithitsUnifiedCommunicationssystem.

OneofthefirstbenefitstheUnifiedCommunicationstechniciannoticedwithEnghousewasthecosttodeploywaslessthantheprevioussolution.“TheEnghousedeploymentpackagewiththesoftwareisminimal,”saystheUCtechnician.Agentsandsupervisorsareabletoleverageinformationincustomreportsthattheyhavedeveloped.Theyalsosaythecallbackfeaturehasimprovedcustomersatisfaction—thoughtheyhaven’tmeasuredthespecificnumbersyet.Bottomline:“It’seasiertousebecauseoftheintegration,”saystheUCtechnician.Thefeatures,modules,andreportingwithinthesolutionareintegratedbetter,andit’salsoeasytointegratewithUCtoprovidepresencedataonagents.“Withmostofthesecallcenters,it’sallACD.ThebiggestissuewehadwithourprevioussolutionwasthelackofintegrationwithMicrosoftLync;itwasitsownPBX.BecauseofEnghouse’sfullintegration,ouragentshaveabetteruserexperience.”

F

Number'of'agents 175Apps'in'use ACD,(IVR,(call(recordingChannels'in'use Voice,(emailCapital'costs'per'agent'(ACD) $240Implementation'costs'per'agent'(ACD) $121Full;Time'Equivalents'managing'(entire'system) 0.1Primary'UC'vendor MicrosoftAverage'hold'time NAAverage'handle'time NAChange'in'CSAT'score NAReduction'in'trouble'tickets NAChange'in'number'of'agents No(change

Other'benefitsIntegration(with(UC(gives(agents(a(better(user(experience

FitnessEmployees:(20,000



ConclusionThecustomeriskingwithalevelofintensityneverbeforeseen.Asaresult,organizationsmustcarefullyevaluatetheircontact-centerprovider.Theymustconsiderfactorsincludingcost,value,features,architecture,andeaseofuse.Nemertesrecommendsthefollowingforthoseevaluatingcontact-centersolutions:

• Makesuretheprovidernotonlyhasomni-channelcapabilitiesavailabletoday,butagoodstrategyforadvancement.

• AnalyticstoolsareessentialforeffectivemonitoringofKPIs,includingagentperformance,CSAT,upsell,resolutionofproblems,andmore.Makesureyoursolutionprovidessophisticatedanalytics,whichprovidedetailsrelevanttomultiplepurposes,includingIT,contactcentersupervisors,andexecutives.

• Evaluatehard-dollarcosts.Whyspendmoreforasolutionthatprovidesthesame(orevensub-par)capabilities?Donotonlylookattheup-frontcostsforasolution;alsoexamineongoingoperationalcosts,eitherthroughusingthenumbersstatedinthisreportorthroughtalkingtoreferencesfromtheprovidersyouareconsidering.

• Makesureyou’remeasuringCSAT.Thisisarguablythemostimportantmetrictocomeoutofthecontactcenter.IfCSATisgoodandimproving,that’sareflectiononthecontactcenter’ssuccess.Withoutthosemetrics,it’stoughtomakeacasethatthingsaregoingwell.

• Tiecontact-centereffectivenesswithbroaderbusinessgoals.Forexample,ifthecompanyhassetatargetforincreasedrevenue,howcanthecontactcenterhelptoachievethatgoal?Byaddingmorechannels,willyouattractadifferentcustomerdemographicyouhaven’treachedinthepast?Ifso,willthathelpwithupsellgoals?

• IntegrateyourcontactcenterwithyourUCsolution.Thosewhohavedonesosingthepraisesofbeingabletoleverageinstantmessagingandpresence,primarily,butsomealsousevideoandscreensharingtoaddressacustomerissue.



MethodologyNemertesdrawsuponthreeresearchprojectsforthisreport.

• AnnualBenchmarks:Nemertesinterviewedorsurveyed368companiesforitsDigitalTransformationandITFuturesbenchmarkstudy,and109companiesforitsContactCenterTotalCostofOwnershipstudy.Bothstudieswerepublishedin2016.Theresearchgatheredqualitativeandquantitativeinformationaboutorganizationalplans,vendoradoption,challenges,costsanddriversfordigitaltransformation,customerexperience,andcontactcenter.

• BusinessValueAnalysisInterviews:NemertesdevelopedacustomizedsetofhypothesesandquestionstodeterminethefinancialbenefitandbusinessvalueoftheEnghousecontact-centersolution.EnghouseprovidedNemerteswiththenamesofseveralcustomers.Nemertesreachedouttoschedulethecalls.Asenior-levelNemertesanalystconductedtheinterviewsindependently,gatheringdetaileddataoneachcompany’sexperiencewithitsrollout.Nemertesthenanalyzedthedataforeachcompanyandcollectivelyforallorganizations.Wehavekeptthenamesofthecompaniesconfidentialtoprotecttheircompetitiveinformation.

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