Avaya IQ Contact Center Reporting & Analytics Kay Phelps Senior Marketing Manager © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 1 Agenda 1 Introducing Avaya IQ 2 Building upon the Heritage of CMS 3 What Makes Avaya IQ Sizzle 4 Target Customers 5 Customer Case Study 6 Resources © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 2 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 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 3 Agenda 1 Introducing Avaya IQ 2 Building upon the Heritage of CMS 3 What Makes Avaya IQ Sizzle 4 Target Customers 5 Customer Case Study 6 Resources © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 4 Avaya Call Management System Contact Center Reporting and Administration 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 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 5 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 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 6 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 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 7 Agenda 1 Introducing Avaya IQ 2 Building upon the Heritage of CMS 3 What Makes Avaya IQ Sizzle 4 Target Customers 5 Customer Case Study 6 Resources © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 8 What is the Sizzle in Avaya IQ? • • • • • • • • Addresses CMS wish list Builds upon “Gold Standard” Relates Business Results Unlimited capacities Data import Thin-client Agent-level data access Retains detail data Software-only Time-zone reporting All agents traced, all the time • Takes the next step beyond operational reporting • Incorporates analytics • Gain intelligence into the customer service you deliver • Learn not just “what happened” but “why” • 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? © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 9 Avaya IQ Delivers Actionable Intelligence Make business decisions based on facts Appraises Customer Service from Multiple Perspectives Enables Full Understanding of Agent Contributions • 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? • 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 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 10 Avaya IQ Delivers Actionable Intelligence Make business decisions based on facts © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 11 Avaya IQ - Agent Behavior Analytics © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 12 Drill Down to Details to Learn More © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 13 Looks Like we Have Problems to Fix… © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 14 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 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 15 Agenda 1 Introducing Avaya IQ 2 Building upon the Heritage of CMS 3 What Makes Avaya IQ Sizzle 4 Target Customers 5 Customer Case Study 6 Resources © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 16 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. © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 17 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 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 18 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.? © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 19 Agenda 1 Introducing Avaya IQ 2 Building upon the Heritage of CMS 3 What Makes Avaya IQ Sizzle 4 Target Customers 5 Customer Case Study 6 Resources © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 20 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 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 21 Agenda 1 Introducing Avaya IQ 2 Building upon the Heritage of CMS 3 What Makes Avaya IQ Sizzle 4 Target Customers 5 Customer Case Study 6 Resources © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 22 Resources on www.Avaya.com Home>Products>Products A-Z>IQ Select “Resources” © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 23 Resources on www.Avaya.com Path: Home>Products>Products AZ>IQ>Resources Brochure Flash demo Product reviews White papers And, of course, Marki © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 24 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Avaya – Confidential. 25