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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
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”
24© 2007 Avaya Inc. All rights reserved. Avaya – Confidential.
Resources on www.Avaya.com
Path: Home>Products>Products A-Z>IQ>Resources
Brochure
Flash demo
Product reviews
White papers
And, of course, Marki