A web-based contact center performance analytics application that gathers information from across your customer interaction technologies and provides

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1 A web-based contact center performance analytics application that gathers information from across your customer interaction technologies and provides goal setting, score cards and analysis tools.

2 Performance Optimization Solutions 1. Benchmark & Identify Opportunities Contact Center Analytics 3. Evaluate Results 2. Initiate Immediate Impact IB / OB / Blend Workforce Management Outbound Staff Forecasting Intelligent Call Optimization

3 Concerto Focused on Contact Center Business Solutions Improve Customer Satisfaction Maximize Agent Productivity Greater Revenue Opportunity Control Contact Center Costs

4 Business Challenge - Management How do you define, measure and modify complex business goals? Single or Multiple sites Profit or cost center(s) Process & procedure analysis (internal and external) How do you maximize productivity? Reduce churn Enhance individual s potential Effectiveness vs. efficiency Leveraging Customers Up sell, cross sell, retention, experience Direct feedback (product, marketing, competitive) Creating an institutional knowledge base

5 Business Challenge - Technical Consolidating Data Disparate systems Vast amounts of data Presenting Data In understandable formats Across the organization Personalized & automatic Security Scalability Implementation and maintenance Changing needs and goals

6 Analytics + Single application provides: Multi-channel integration Standardized agent ID management KPI Library Performance Scorecards Goal definition by skill level Multi-dimensional report analysis

7 Contact Center Analysis Challenge Acquisition Consolidation Manipulation Presentation Enterprise Data Sources Voice Business Apps ACD CTI Quality CRM Payroll Marketing WFM Legacy ODBC Warehouse Goals Executives Agents Delivery across the Organization Complex Data transformed to Personalized Knowledge

8 Architecture ACD -Aspect, Avaya, Nortel, Rockwell Siemens Dialer- Avaya Quality Monitoring l Concerto, Workforce Management IVR Enterprise Sys Flat File/ ODBC Analyzer Application MicroStrategy 7i Data Warehouse with ROLAP Microsoft Internet Information Server (IIS) Microsoft SQL Server Universal Import Engine Windows 2000 Server User Access - Explorer Netscape Print - Intranet portal - Desktop apps

9 Highlights A Performance Optimization application Built from the ground up for the Contact Center Delivers business metrics to the desktop Internet Explorer & Netscape (4.0 >) Integrated data warehouse functionality MicroStrategy 7i integrated BI platform; provides extensive data analysis and scalability for large system installations Automatically consolidates data from multiple systems ACD, IVR, WFM, Customer Service, Quality Monitoring etc.

10 Highlights Performance Optimization Agent Scorecard Library of pre-defined Key Performance Indicator s Weighted Key Performance Indicator (KPI) Goal setting against selected KPI s for ScoreCard Goals set according to level of experience, organization etc. Full Contact Center Analysis reporting facility Library of analysis reports Peak Period analysis Goal setting facility for performance metrics User-based pricing; not priced per agent Super, Power & Performance Users

11 Integrated Score Cards

12 Score Card Benefits Powerful Score Card delivers consistent performance communication to agents and supervisors Extensive library of Key Performance Indicators to easily set up Score Cards Flexible Goal Setter feature allows customized target levels by organization, skill level and application Visual indicators reduce supervisory time in reviewing performance to goals and identifying where to focus

13 Score Card Benefits Roll up by organization structure provides a view of performance from the agent to the enterprise Drill down on agent level KPI performance shows day by day results during and over the review period Score Card distribution facility reduces administrative overhead and assures consistent communication of performance measurements Ability to change review duration and see history allows managers to quickly identify trends and assess period performance (weekly, monthly, quarterly, annually)

14 Powerful Analytics Technology MicroStrategy Business 7i Intelligence Platform Enterprise Capable BI tool Highly Scalable Excellent Performance Robust web based interface ROLAP Drilling Dimensionality Canned Reports Custom Reports Numerous Report Distribution Options

15 Web Based Reporting

16 Reporting Benefits Reduced administrative overhead Integrated business intelligence platform provides easy to use, intuitive analysis tools on the desktop Goal setting for reporting metrics provides easy comparison of performance to baselines Permission based data access reduces report writing requirements Powerful and flexible report development resources for analysts and managers.

17 Analyzer User Types Power User- 1 included with Base System Standard system administrator Web based ad hoc report building / save capability Performance User- 4 included with Base System Web access analysis user Permission based data security Desk top export- PDF, Excel, HTML Super User- recommended usage by analyst or IT personnel Client software loaded on user PC Intuitive User Interface Boardroom Quality Reports Controlled Ad Hoc Reporting Robust Security and Fast Performance

18 Universal Import Engine -Integration Current release Analyzer 3.3 Existing integrations Unison / Ensemble 4.x Conversations 4.x EnsemblePro 5.2 Avaya Definity / CenterVu CMS Nortel Symposium Mosaix PDS 9.x ODBC, flat file import- various customer proprietary imports (promises kept, $ collected, agent paid time, etc.) InfoCentric and Centergistics Numerous ACD integration modules

19 Integration Example (EnsemblePro) Analyzer Warehouse Import Process Executes Stored Procedures & Fetches Results Mathematical Calculations Performed EPro DB Results Placed in Temporary Staging Tables Final Results placed in Fact Tables for use by Analyzer

20 Scalability Larger configurations will require a scalable architecture to support thousands of agents and hundreds of users Analyzer has been installed in multi-site installations that support over 1500 agents and 150 users The Analyzer architecture is easily scalable over multiple servers to support very large customer environments The underlying MicroStrategy 7i business intelligence platform supports customers with terabytes of data and over 10,000 users Customers can start with any size system and be assured that it can expand to cover your entire organization

21 System Sizing and Considerations Configurations support single or multi-site installations 5 25 users Single Server 1 2 processors 1 2 GB main memory users Dual Servers (distributed modules) 2 processors per server 2 GB main memory per server Large configurations Triple servers (distributed modules) 2 processors per server 2 GB main memory per server Multiple distributed servers- SQL, MicroStrategy, Analyzer Application

22 DEMO

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