Transcript Avaya IP Office Customer Call Reporter

Introduction to
IP Office Customer Call
Reporter
28 November 2010
(current through IP Office R6.1)
© 2009 Avaya Inc. All rights reserved.
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
*Source: Return on Behavior Magazine
© 2009 Avaya Inc. All rights reserved.
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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?
© 2009 Avaya Inc. All rights reserved.
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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
Service4
© 2009 Avaya Inc. All rights reserved.
Customer Call Reporter
Product Overview
© 2009 Avaya Inc. All rights reserved.
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Supervisor Dashboard View
New with
IP Office
R6.1
Dashboard Goal
Statistics
Ticker
Graphic Display Panels
© 2009 Avaya Inc. All rights reserved.
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Supervisor Dashboard
New with
IP Office
R6.1
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 Table
© 2009 Avaya Inc. All rights reserved.
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Supervisor Monitor View
Supervisor “Views”
Historical Reporting Tab
Customized
Statistics
Alarms
© 2009 Avaya Inc. All rights reserved.
8
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
New with
IP Office
R6.1
– The supervisor can log in, log out or change an Agent from one Group
to another dependent from the business need
© 2009 Avaya Inc. All rights reserved.
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Real-Time Agent View
 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
© 2009 Avaya Inc. All rights reserved.
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Alarm Settings
 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
© 2009 Avaya Inc. All rights reserved.
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Supervisor Customer Map
Providing location-based business intelligence
Indicates
location of caller
© 2009 Avaya Inc. All rights reserved.
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Historical Reports
 Drag & Drop Report Templates
– Seven templates available
New with IP
Office R6.1
•
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
© 2009 Avaya Inc. All rights reserved.
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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
© 2009 Avaya Inc. All rights reserved.
Benefits of Customer
Call Reporter
© 2009 Avaya Inc. All rights reserved.
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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
© 2009 Avaya Inc. All rights reserved.
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Increased ROI and reduced TCO with CCR
 Installation Time compared with Traditional Contact Center
Traditional Contact Center
Supervisor client software
3 supervisors
Traditional Contact Center
Agent client software
20 agents
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
Typical number
of client per site
Install time
– 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 upgrading
© 2009 Avaya Inc. All rights reserved.
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Specifications &
Pricing
© 2009 Avaya Inc. All rights reserved.
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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
© 2009 Avaya Inc. All rights reserved.
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Customer Call Reporter Pricing Structure
217650 IPO LIC CUSTMR SERVICE AGENT RFA 1
$359
217651 IPO LIC CUSTMR SERVICE AGENT RFA 5
$1795
217653 IPO LIC CUSTMR SERVICE AGENT RFA 20
$7180
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
© 2009 Avaya Inc. All rights reserved.
Customer Call
Reporter Roadmap
© 2009 Avaya Inc. All rights reserved.
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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 Telecommuter
support in CCR
– Customized Historical reports
*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
© 2009 Avaya Inc. All rights reserved.
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thank you
Dieter Schulz
Don Chouinard
[email protected]
[email protected]
+49 (69) 75056182
+1 (408) 577.7841
© 2009 Avaya Inc. All rights reserved.
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