Aceyus Contact Center Intelligence

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1 Aceyus Contact Center Intelligence Addressing the Changing Needs of Today s Contact Center Contact centers are becoming increasingly complex and difficult to manage. With various disparate systems and geographically dispersed operations, companies are frequently challenged to manage staff more efficiently while improving customer satisfaction and operating under ever-tightening budget constraints. Aceyus can help manage these competing priorities. Aceyus provides an integrated set of Contact Center Intelligence solutions to help customers address these challenges and optimize their contact center operations. Multi-vendor and multi-system support for the most complex environments Multi-Vendor Routing Domain Communications Scalable from mid-sized to the largest enterprise Robust real-time, near real-time and historical views Enhanced Contact Routing

2 Aceyus Vault Centralized Data Optimization and Multi-Vendor Integration Data Retention / Availability Long-term data storage Scalable to nearly any size database. Metrics are available for interval, daily, weekly, monthly and ad-hoc summaries. Facilitates distinctive Aceyus summaries of data for simplified front end-reporting. Provides comprehensive detail and interval data storage. Data Normalization Consolidated data repository Use Line of Business (LOB) tools to group your data into rollup categories. Consolidate multiple ACD instances with other data sources for consolidated LOB reporting. Create a single data aggregation platform for all contact center data. Join WFM data into reporting for hierarchical statistics. Performance Management Real-time centralized data platform Link in ACD, IVR, call path, and CRM metrics to be included in Aceyus Cradle-to-Grave reporting. Consolidates real-time data from multiple sources through off-the-shelf or purpose built data adapters. Reduces the load on real-time data sources by providing a single access point. Comprehensive enterprise metrics to facilitate creation of real-time performance management dashboards. Analytics - Understand your customers experience First Call Resolution (FCR) - Metrics are available by Agent, Team, WFM hierarchies, type of call, Skill, etc. This includes back-end data and standard reporting options. Transfer Analysis - A complete reporting package providing unparalleled transfer details shown by call source, call destination, Agent, Skill, type of call, etc. Transfers can be shown by any number of call routing tags such as Customer Segmentation, Product codes, etc. Repeat Call Tracker - Indentify persistent callers in near real-time. Interact with external data sources using the Aceyus framework to provide real-time call routing based on previous caller history. Near Real-Time Extracts - Customized near real-time data for reporting metrics such as Calls Offered, Handled, Abandoned, AHT, ASA, Transfer %, etc. Data extracts may be based on contact routing variables, product codes, NPA/NXX regions, IVR exit states, and so on. These metrics are available in 5, 15 and 30 minute rolling snapshots as well as Interval, Daily, Weekly and Monthly summaries.

3 Aceyus Dashboards Customized Real-Time Reporting for Next-Generation Contact Centers Aceyus provides web-based dashboards capable of displaying real-time, near real-time, and historical trend data from various contact center systems. Users can quickly and easily build, display, and share fully customized dashboards. The Aceyus Dashboard Editor is a browser based, drag and drop interface that allows customers to create reports containing metrics needed to better understand and manage their contact center operations. Users can select from a wide variety of data elements, creating a unique display that best suits their individual needs for communicating essential information. In addition, an assortment of data adapters are available for connections to various data sources. Key Features Fully customizable dashboards with real-time, near real-time and historical elements displayed in data grids, and a variety of charts, and gauges. Highly customizable dashboard controls, text fields, data variables and HTML links. Individual refresh rates for dashboard objects. Ability to add multiple data sources - such as ACDs, multi-channel platforms, work-force management, IVR, etc., to consolidate contact center data within a single reporting environment. User permissions or roles based access to dashboards, reports, tools, and data objects. Aceyus applications can completely integrate with Active Directory, allowing all passwords and group memberships to be Multi-browser support, with no java or other plug-ins required. Multiple users themes available for dashboard personalization. Develop to any resolution for any size monitor. managed in Active Directory or within the Aceyus application.

4 Aceyus Reporting Centralize, Normalize and Simplify Your Contact Center Reporting Aceyus Reporting empowers the reporting user to take control of their Contact Center data through an easy-to-use graphical interface. Whether the user is a seasoned pro or new to reporting, Aceyus provides the tools that will help them excel at their job. Aceyus allows users to easily produce real-time, near real-time, interval, daily, weekly and monthly summary Reporting Features reports in a completely Web-based reporting tool. Chart and Graph generator for historical reports Centralize Data Native drill-down reports Today s contact centers generate massive quantities of Alerts/thresholds on all reports Schedule a report refresh during report definition Multiple browser support Version control Time zone localization Internationalization/language support data from numerous systems, usually stored in separate databases with separate reporting systems. Many contact center operations need to merge data elements from IVR, CRM, WFM and other platforms with the data generated by their various ACDs. Aceyus Reporting provides a consolidated reporting platform for collecting and reporting from various platforms that solves this dilemma. Normalize Metrics Consolidating contact center data in the Vault central repository allows Aceyus to combine the data elements from various sources into a single report. The reporting tools allow users to normalize data elements and apply custom calculations as needed to provide a unified view of the contact center. Simplify Reports Aceyus Reporting provides an easy to use report builder interface that allows report editors with a variety of skill levels to create real-time and historical reports that meet their needs. The reporting users do not need SQL knowledge nor do they require any other special programing skills, they only need to understand the nature of the data to be reported. Aceyus roles based access and report/dashboard editing version controls preserve the integrity of the reporting environment by allowing system administrators to restrict and grant access to the report editor tools, reports and the underlying data.

5 Customer Journey Detailed Cradle-to-Grave Reporting and Analysis Query Tools/Call Detail Reporting The query tools provided with Aceyus Reporting offer a simple, effective way to view and evaluate the call detail records from the Avaya and/or Cisco contact center platforms that match user specified criteria. These tools allow users that have minimal knowledge of the database schema to enter a few parameters and quickly examine a Call Detail or Cradle-to-Grave Report that shows each leg of the contact in chronological order. Call Detail Reports typically include the VDN, Service, Skill, Agent or Call Type information for the contact. This ACD oriented information is frequently associated with information from other contact center related data sources that can be logically linked to a call record. Query filter specification It is common for data from IVR, Call Recording, WFM, Multichannel and other data sources to appear in the call detail report or to be accessible via hyperlinks to the host systems. Multi-Purpose Utility Aceyus Call Detail Reporting is an indispensable utility for contact center administrators and managers. Query output detail records Support personnel employ its troubleshooting capabilities and business administrators take advantage of the ability to quickly track down problem calls reported by staff members or customers. In addition, developers find the Query Tool extremely valuable for IVR and Call Routing application testing. Aceyus Call Detail Reporting saves valuable time in trouble resolution and day to day call analysis. Customer journey detail records

6 Aceyus First Call Resolution Increase Customer Satisfaction, Reduce Costs First Call Resolution: Understanding how often and why customers reach out to your contact center is an essential step in optimizing the customer experience, and in turn increasing customer satisfaction. Customers may call multiple times to address a specific issue or for various other reasons. Most organizations do not have a meaningful way to report on these repeat caller activities. Identifying repeat First Call Resolution - 7d/30d Trend callers helps measure how effective contact centers are in meeting customer needs on the first contact with the customer. Aceyus First Call Resolution (FCR) analysis offers 2/1/2015 COMPG1.Vacations_SG500 APAC EMEA LATAM US_Disney US_GrandCanyon US_Hawaii US_NewEngland US_NorthernCA US_SKiing US_StateParks CCMPG1.Vacations_SG900 APAC EMEA LATAM US_Disney US_GrandCanyon US_Hawaii US_NewEngland US_NorthernCA US_SKiing US_StateParks and channels can provide a competitive advantage in CCMPG1.Vacations_SG the marketplace and drive profitability upwards management a comprehensive understanding of this activity. Aceyus excels in melding data from multiple sources to illuminate how effective the contact center is with first call resolution. FCR analysis helps customers easily distinguish which repeat calls are likely related to customer satisfaction issues versus those which may be considered normal or even desirable. Furthermore, the FCR data can be used to deliver enhanced contact treatment to help mitigate a potentially distressing customer experience or encourage cross selling. Applying Aceyus FCR functionality to analyze complex customer interaction data from multiple platforms Month Queue Skill CCMPG1.Vacations_SG9500 Report Average First Call Resolution - 7 day empowers organizations to rapidly address agent behavior and identify skill/queue or skill/product Week Category Agent combinations that generate call backs. 9/3/2014 Bottom 5 around this activity, which allows them to apply corrective actions that improve first call resolutions, thereby elevating customer satisfaction. 30 Day-to-Date The Aceyus FCR module offers insight that This insight helps managers understand the dynamics 7 Day Rolling % Eligible Calls Related Callback FCR Ratio Knight, LaKeisha Tyndall, Megan Flanning, Kathleen Brown, Lisa Samuels, Lucie Benjamin, Michael /3/2014 Top 5 Shah, Dhiren Bryant, Julie Hooker, Gary Kaig, Carmen

7 Aceyus Transfer Analysis Improving the Customer Experience In today s complex contact center environment, management has a mandate to increase efficiency. But improved efficiency isn t enough the effectiveness of the contact center is what matters most. How do you determine if your operation is effectively meeting customer needs? Aceyus Transfer Analysis and First Call Resolution (FCR) reporting modules help customers determine if their contact center operations are truly effective. This understanding leads to more efficient operations, improved customer and employee satisfaction, and increased profits. Transfer Analysis The Aceyus Transfer Analysis Module provides a clear and concise method of understanding transfer activity, exposing contact routing issues and undesirable agent behavior through detailed reports that come in a variety of dimensions. The benefits of the Transfer Analysis Module are improved visibility into transfer activity that can lead to significant reduction in this behavior, resulting in improved customer satisfaction and more efficient use of resources. Key Customer Benefits Increased visibility and understanding of operation Improved customer satisfaction Reduced staffing costs Increased profits Among the many challenges to fielding a highly effective contact center operation is achieving the proper balance between efficient uses of resources and providing the best possible customer experience. Employing automation (self-service, queuing) and providing appropriate training to agents are effective measures taken to realize this goal; however, they may also contribute to customer satisfaction problems if not managed properly. One of the most common manifestations of this type of problem is a frustrated customer due to improper or misdirected transfers between resources. Identifying these transfer problems and understanding their causes Why are calls on the inbound 800 number being transferred to Online Web Support? Did we publish an incorrect number on the website? is an essential element for optimizing the customer experience. Transfer Analysis offers managers insight into transfer activity that far exceeds what is typically available from an ACD platform. By collecting and analyzing data from various contact center platforms, the Transfer Analysis module can help determine the Why are my Silver skill agents dumping so many calls back into the Silver agent queue? nature of contacts that are subject to the greatest impact from misdirected and improperly transferred calls. Often, the difficulty lies in the fact that many contact centers have complex call routing environments where routing rules are not implemented properly. In some cases, improper transfers may be the result of inappropriate call dumping by agents. Whatever the case may be, the Aceyus Transfer Analysis module can help remedy avoidable transfers.

8 Real-time & Historical Reporting Data Adapters Consolidating Your Contact Center Data Many contact centers are tasked with the challenge of managing data across multiple reporting platforms. This can enable Aceyus customers to efficiently monitor Aceyus data adapters consolidate data from disparate customize one specifically for your needs. and optimize their entire contact center operation. Choose from a number of off-the-shelf products for both real-time and historical data sources, or let Aceyus systems into the Aceyus Vault, allowing your reporting tool of choice to access the data from a single location or view. Aceyus Data Adapters: Data Sources: Acqueon Calabrio EWFM ACD Platforms Aspect ACDs (Call Center, Spectrum) Calabrio Quality Management IVR Platforms Aspect EWFM Cisco UICM/UCCE Outbound Dialers Aspect UIP Cisco UCVP Voice Gateways Avaya CMS (Real-time, Historical) Cisco UCM Customer Resource Management Avaya Context Store IEX WFM Workforce/Quality Management Avaya ECH NICE Quality Management Ticketing Systems Avaya Experience Portal Remedy CRM Custom CTI Adapters Avaya Operational Analyst Virtual Hold Technologies Customer Databases Avaya Real-Time Speech Analytics Verint Call Recording Avaya Work Assignment Verint Quality Management Additional Data Adapters Additional adapters are available to integrate data from virtually Contact Aceyus today to find out how we can any contact center platform or any other customer provided integrate all of your various data sources into your data source (ODBC, RSS, XML, SNMP, etc.) or data feed. real-time and historical reporting platforms.

9 Aceyus Director Web-Based Tools for Enhanced Contact Routing and Treatment Aceyus Director software is a Web-based product that extends the capabilities of contact routing and treatment platforms to the business user community. Director provides users the ability to modify routing rules at a moment s notice without requiring access to an ACD or IVR call processing platform. Director is packaged with tools commonly used to manage contact routing. These tools include a 7-day Hours of Operation manager and a Percent Allocation application that allows users to direct contact volume to alternate destinations. In addition, Director also offers system managers the ability to create custom tools to manage user variables that are referenced in contact processing logic. Key Features Access Controls - Access to the various tools within a dozen color themes or create your own themes to Administrators can specify which tools a given user can uniquely identify (skin) tools for different organizations. access, and even which specific objects within a tool that the user can modify, thereby providing the ability to queue or skill level. This tool includes the ability to Active Directory Integration - Aceyus Director, like all override settings and immediately close sites in case of Aceyus products, can completely integrate with your emergencies or meetings, along with the ability to keep Active Directory, allowing all the password and group centers open longer to cover shifts for other sites. memberships to be managed via your AD domain. Hours of Operation - Control contact centers hours of operation at the site level and at the individual hide sensitive controls from certain groups or users. Customizable Color Themes - Choose from more than Aceyus Director is controlled via group management. Percent Allocation - The Percent Allocation tool gives you Audit Trail - All tool activity is logged in the Audit Trail, the ability to manage outsourced contact volume, pace your providing administrators an instant record of who is making customers exposure to new script roll outs, or re-direct contact changes and when. Audit reports can be executed ad-hoc volume when network infrastructure components fail. When or automatically scheduled and ed on a daily basis. the Aceyus Director integration is completed, updates can be made without changes to the contact processing logic. Custom Tools - With Aceyus Director s simple interface, system administrators can quickly establish new contact Director Rest API - The REST API allows customers to routing tools. For example, creating screens that provide create their own mobile or web based applications that control parameters to affect contact overflow (e.g. service can interact with the Director Application platform to contact routing to sales when > 5 agents are available), offer limitless customization of the user interface. special message play back (e.g. inclement weather, long queue times, etc.) or just about any parameters conceivable.

10 Aceyus Professional Services We Manage the Process, You Manage the Results Aceyus provides an array of professional services for today s contact center, including contact routing applications, reporting and consulting. The professional services teams at Aceyus employ a proven project methodology. We begin by effectively identifying and assessing the customer s requirements and we conclude with the delivery of a comprehensive Aceyus solution - on time and within budget. Our consultants possess years of experience, diverse talents, and a keen propensity for innovative thinking, which allows them to deliver exceptional solutions that fit our customers requirements. Change is the only constant in today s contact center. Let Aceyus Professional Services help you keep pace. Contact us today and let Aceyus deliver ongoing success to your contact center! Aceyus can help optimize your contact center with expert professional services in the following areas: Customized Reports - Combining intimate knowledge of the Tier 2 and 3 Post-Production Support - Rely on Aceyus reporting platform with years of experience to transform your Support Services to provide faster issue resolution with in- vision of contact center reporting into actionable intelligence. depth knowledge of your specific system and operations. System Assessment - System audit and consulting services to identify opportunities for improved operations that Enhanced Support - Enhanced maintenance packages are available to address distinct customer support requirements. translate into higher customer and employee satisfaction. Training - Boost staff effectiveness with expert training to develop familiarity with Aceyus Reporting, dashboard/report development, database schema or other training needs.

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