Aceyus Contact Center Intelligence Addressing the changing needs of today s contact centers

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2 Addressing the changing needs of today s contact centers Contact centers are increasingly becoming more complex and difficult to manage. With various disparate systems and widespread geographical operations, companies are increasingly challenged to manage staff efficiently and provide greater customer service and do it during tighter economic times. Aceyus provides an integrated set of Contact Center Intelligence solutions to help customers address these challenges and optimize their contact center operations. Simple, flexible, cost-effective solutions for consolidated dashboards and reporting Robust real-time and historical views Multi-vendor and multi-system support for the most complex environments Scalable from small installations to the largest enterprise Significant and fast ROI Real-time Dashboards Call Routing Optimization Historical/ Cradle-to-Grave Reporting Voice Gateway Monitoring Analytics Data Integration Aceyus creates innovative contact center solutions that help you accelerate business breakthroughs and achieve outstanding cost efficiency. Discover our passion for helping companies around the world go further, faster at

3 Aceyus Vault Centralized data optimization and multi-vendor integration Aceyus WebView CUIC Crystal EDW Data Retention/ Availability Data Normalization Aceyus Vault Performance Management Analytics Aceyus Vault provides the critical central data repository for your contact center operation. In the Vault, you can consolidate information from complex, disparate contact center systems including ACD, IVR, Call Recording, ewfm and even homegrown databases. The Vault integrates and normalizes all data, enabling the creation of effective reports and dashboards for both technology and business staff. The result is a more efficient and optimized contact center operation. UCCE/ICM Call Mgr CVP/ IVR UCCX ACD ewfm CRM/CTI EDW HIGHLIGHTS & FUNCTIONALITY Central repository for all contact center data Normalizes information to enable effective analysis and reporting Leverages off-the-shelf server technology and Virtual Machines for economic deployment and reduced complexity Optimized to work with Cisco solutions Operates with Aceyus add-on modules to improve performance CONSOLIDATED CONTACT CENTER DATA WAREHOUSE

4 Aceyus Vault Centralized data optimization and multi-vendor integration Data Retention / Availability Long-term data storage - Scalable to nearly any size database - Metrics available for daily, weekly, monthly and ad-hoc summaries - Distinctive Aceyus summaries of Cisco data for uncomplicated front-end reporting - 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 UCCE/ICM instances along-side 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 - Link in UCM / IVR / CVP call path / CRM metrics and include these in your Aceyus Cradle-to-Grave reporting Performance Management Real-time centralized data platform - Consolidates real time data from multiple sources through off the shelf or custom built data adapters - Reduces load on real-time data sources through single access point - Unequaled enterprise metrics help you create real-time performance management dashboards Analytics Plug and play analytical tools and metrics tracking - First Call Resolution (FCR) - metrics available by Agent, Team, WFM hierarchies, Call Type, Skill etc. Includes back-end data and canned reporting options - Call Tracker - data to track / troubleshoot persistent callers in near real-time. Options include a front end UI tool that works directly in the Aceyus 4.5 framework, and an UCCE/ICM plug-in service to interact with the data to provide real-time call routing updates based on previous caller history (this service also works with FCR above.) - Transfer Analysis a complete reporting package providing unmatched transfer details by source Agent, Skill, Call Type etc. as well as destination Skill, Call Type etc. Transfers can be shown by any number of call routing flags such as Customer Segmentation, Product codes, etc. - Near Real-Time extracts - Canned or customized near real-time extracts including standard reporting metrics such as Calls Offered, Handled, Abandoned, AHT, ASA, Transfer % etc based on call routing flags such as Customer Segmentation, Product codes, NPANXX/Regions, IVR exit states, and so on. These metrics are available in 5 and 30 minute rolling snapshots as well as Interval, Daily, Weekly and Monthly summaries Aceyus creates innovative contact center solutions that help you accelerate business breakthroughs and achieve outstanding cost efficiency. Discover our passion for helping companies around the world go further, faster at

5 Aceyus Dashboards Customized real-time reporting for next-generation contact centers Aceyus 4.5 provides a completely web-based monitoring tool designed to display data from contact center platforms and systems, enabling users to quickly and easily create and view fully customized real-time reports. Aceyus 4.5 includes a browser-based, drag and drop interface that allows customers to create and save custom reports containing information needed to better understand and manage their contact center operations. Users can select from a wide variety of real-time data elements, creating a unique display that best suits their individual needs. A wide variety of data adapters are also available for other systems. AN IDEAL, COST EFFECTIVE REAL-TIME REPORTING SOLUTION THAT EFFICIENTLY SERVES: - Cisco, Avaya, Aspect and other contact center system customers - Agents (individual stats, high-level stats) - Enterprise or site-level resource monitoring groups (staffing, queues) - Call center technicians (Peripheral Gateway and Infrastructure monitoring) - Agents (self stats, team stats, queue notifications, broadcast messages) HIGHLIGHTS & FUNCTIONALITY - Browser-based (requires only Internet Explorer), with no Java or similar plug-ins required - No complicated server side or third party applications - Complete support for multi-vendor contact center environments - Direct connection to AWDB database for seamless real-time data updates - Easily create a virtually unlimited number of customized reports - Fully customizable dashboards (can be personalized without IT support) - Ability to add multiple data sources - such as workforce management, call recording, etc. - to compile all your real-time contact center data into consolidated dashboards - Multi-level data partitioning to limit dashboard and data to authorized groups - Aceyus 4.5, like other Aceyus tools, can completely integrate with your Active Directory, allowing all passwords and group memberships to be managed in your domain - Develop to any resolution for any size monitor

6 Aceyus Dashboards Customized real-time reporting for next-generation contact centers Aceyus 4.5 Editor Features 1 DASHBOARD BACKGROUND User can customize the background by selecting one of more than 200 background colors or uploading an image file as a background image. The image can be fixed or scrolling and can repeat horizontally, vertically, neither, or both. 2 TEXT OBJECTS Titles or label text can be added to the dashboard in a variety of ways. Users can create text hyperlinks and customize font, size, color, border, background, alignment and position on screen. 3 DATA FIELD OBJECTS A data field object represents a single point of data added to the canvas. All of the style features available for the text objects (above) are available for the data field objects as well. 4 DATA GRID OBJECTS A data grid object (or data table) displays multiple columns of data for the selected list of items. Data grids are customizable in much the same way as the data fields and text objects (above). 5 GRAPH OBJECTS Users can track and display any single point of real-time data over a period of time (from one minute to two hours). The display itself is completely customizable. 6 FUEL GAUGE OBJECTS A speedometer or fuel gauge object provides a visual queue of tracked metrics with multiple alert zones for a variety of uses. Each of the colors used to create the object is individually customizable. 7 THERMOMETER / DATA BAR OBJECTS Thermometer or data bar objects provide at-a-glance views of current staffing, queues and other important metrics, turning different colors as the metric increases (or decreases) throughout the day. As with all the other Aceyus 4.5 objects, each of the object colors can be set individually. 8 IMAGES Any image can easily be uploaded to the server and added to the dashboard. The image s size, border and border color are all customizable. 5 OTHER FEATURES CUSTOM HTML OBJECTS Custom HTML objects allow you to easily embed Java Applets, Flash animations or projects, sounds, HTML and forms, as well as create dynamic drop down lists that allow you to control the behavior of your dashboard. There are virtually no limits to the customization of the dashboard. RSS/XML OBJECTS RSS/XML objects allow you to very simply include RSS feeds on your dashboard for your local weather, sports, news or internal broadcasts. You also can easily consume XML data sources. CUSTOMIZABLE ALERTS Aceyus 4.5 has a variety of alerts available beyond the standard yellow and red visual alerts. Audible alerts can be enabled for most data elements, with distinct sounds being played for different alert levels. Additionally, pop-up warnings or dashboard focus can be enabled as alert actions. All of the custom alerts are suppressible by the user for different intervals of time to prevent them from interrupting phone calls or other important work. INTERFACE OVERVIEW The Aceyus 4.5 Editor is a drag-and-drop interface, allowing users to place objects anywhere on the screen. The snap-to-grid feature assures that the objects line up onscreen. All of the menus are right-click context menus, specific to the selected object(s), which can be modified as outlined above. UNATTENDED MONITORING Let the server run your custom dashboards virtually and proactively notify you when problems are detected. DESK SHOW Desk Show is an affordable add-on that allows you to run up to 10 Aceyus 4.5 dashboards simultaneously in one window, hiding the internet explorer interface and scrolling between the different dashboards at a user-specified interval. Use Desk Show for large dashboards as a perfect means to replace aging reader boards or provide executive area displays. You can even use Desk Show for small dashboards that run on agent desktops, alerting them when calls are in queue.

7 Aceyus Reporting Historical analysis and detailed cradle-to-grave reporting Aceyus 4.5 provides a simple, effective way to view and evaluate call detail records on the Cisco ICM and UCCE platforms. Aceyus 4.5 allows users with little to no knowledge of the database schema to enter a few parameters and quickly retrieve a Cradle-to-Grave or Call Detail Report showing every leg of the call as it happened, including what Service, Skill, Agent and Call Type handled the call, as well as a total duration and call variable breakdown. Aceyus 4.5 features four valuable query tools as well as a complete interval, daily, weekly and monthly reporting platform with an easy to use online report builder. Support personnel will enjoy its troubleshooting capabilities, and business administrators can take advantage of its ability to quickly track down problem calls reported by their staff members or customers. Aceyus 4.5 saves valuable time in trouble resolution and day to day call analysis. Aceyus 4.5 also includes a complete Half Hour, Weekly and Monthly reporting platform that allows customers to create, edit, run and schedule summary reports directly from the web. With Aceyus 4.5, customers even have the ability to include information from custom data sources alongside their ICM and UCCE data. Aceyus Reporting Tools / Features: 1 QUERY WIZARD This tool provides the user with step-by-step instructions on how to easily find the calls they are looking for. Begin with the date and time parameters of when you think the call occurred, and continually choose from a list of possible sites, skills, services and other elements, entering as much information as you have available. If you are not entirely sure about all of your choices, select the close match option and let Aceyus 4.5 broaden the search. Once the list of potential call matches has been retrieved, the user can drill down on each call, pulling up the complete Cradle-to-Grave report for that call. Aceyus creates innovative contact center solutions that help you accelerate business breakthroughs and achieve outstanding cost efficiency. Discover our passion for helping companies around the world go further, faster at

8 Aceyus Reporting Historical analysis and detailed cradle-to-grave reporting Aceyus 4.5 Reporting Tools/Features cont. 2 QUICK QUERY With this simplified version of the query wizard, users enter all the known data about a call into this single-form interface and are quickly provided with a list of matches. 3 DATA EXPLORER This tool provides the user with a series of drill down steps that browse the call detail data on the Cisco contact center platform at half hour intervals. As the user increases the numbers of restrictions or parameters, a running count at the bottom of the interface shows the number of calls that match the criteria selected. Quickly jump from queue to queue, agent to agent, etc., looking at the volumes for particular periods of time. When a particular area of interest is found, the user can open the list of calls that match the current selection and select from the hyperlinks to the end-to-end call reports. Data explorer even allows you to trend call volumes over half hour intervals based on custom defined call variables, which can be used to track items such as IVR exit states, customer segmentation flags, or other data tracked during the call routing and handling processes. 4 FULL QUERY For advanced users, an easy to use query interface is provided for Termination and Route Call Detail records, allowing the creation of call detail queries that can be run directly from the web. These queries can be stored and run over and over again, saving valuable minutes each time you need to access data. 5 REPORT EDITOR Modify fields, column names, column order, groupings, and more right on the web. No need to install any additional software or log into the Cisco contact center platform to manage reports. Add as many customized scopes as you want, and connect Aceyus 4.5 to other non-icm summarized data sources such as Aspect, Avaya CMS and many other custom reporting databases. 6 REPORT VIEWER Select your report scope (Agent, Call Type, Skill Group, etc), time parameters (including a shift report capability), the object(s) to report on, and then specify the report style. Users can select from an unlimited number of style sheets for a truly custom look and feel to the standard reports. The system even saves your last 15 ad hoc reports on the server so you never have to re-run a report you accidentally closed. Scheduling reports is simple, and the resulting output can be delivered via , FTP, or simply left on the server for you to retrieve when you log in. Reports can be opened as HTML, XLS, or (optionally) PDF. 6 ADDITIONAL DATA SOURCES Aceyus 4.5 includes connectivity to your primary Cisco historical data server (HDS). However, Aceyus 4.5 can be customized to access data warehouse information and include other non-icm data sources in the Call Detail Reports. Users will be able to access cradle-to-grave call reports that may include IVR prompt histories, CTI desktop data elements, CRM data and ACD call detail data that is not mapped to ICM through the standard PG process. Additional possibilities include links embedded in the Call Detail Report to call recordings from your audio recording solution. Aceyus 4.5 can provide complete caller experience reports and analysis by bringing all your data into one place. ACEYUS 4. 5 ARCHITECTURE ACEYUS ACEYUS VAULT ADDITIONAL FEATURES ACTIVE DIRECTORY INTEGRATION Aceyus 4.5, like other Aceyus tools, can completely integrate with your Active Directory allowing all the password and group memberships to be managed via your Windows domain. ACCESS CONTROLS Access to the various tools within Aceyus 4.5 is controlled by group management. You can specify which tools the user can access, down to the level of which call variables are shown within the Call Detail Report, giving you the ability to hide sensitive data from certain groups or users. It also allows you to control which reports users are able to view or edit, and specify which agents, queues, etc. that they can report on.

9 GateScope Integrated, real-time monitoring for your voice gateways GateScope enables your Cisco Voice Gateway to provide actionable real time data metrics regarding the voice infrastructure (T1s) for your ICM / UCCE. GateScope reads CPU and memory utilization and PRI D and B channel status from your voice gateways, reporting current trunk information directly to ICM/UCCE. This allows you to see how many trunks are in use and in service in a real time report, as well as use this information in routing/scripting. The GateScope configuration tool allows grouping of individual T1s into as many ICM Trunk Groups and Network Trunk Groups as desired for intelligent pre- and post-routing. This functionality allows users to group their inbound trunks from their long distance carrier(s), PBX tie lines, IVR trunks and other facilities via GateScope in order to provide unsurpassed survivability during a voice gateway or voice network outage. GateScope allows you to configure thresholds for CPU and memory so that spikes in CPU or memory usage would effectively take the T1s on that gateway "out of production". This is accomplished by reporting these lines as out of service to the ICM/UCCE central controller, and reversed by automatically recovering the lines when the CPU or memory drops below acceptable levels. Similarily, if the D channel status is offline for any specific PRI, the software will make sure that all associated B channels are reported as offline, thereby preventing the pre-routed delivery of calls to a T1 or channel that cannot handle it. GateScope also offers an optional log output to a database server so you can view the complete details of the gateway polls through your reporting tool(s) of choice. The log outputs contain all the gateway events associated with GateScope as well as the specifics of what is being reported to ICM, giving you a first-hand account of your voice lines and how ICM is reading them. CALL ROUTING Create Trunk and Network Trunk Groups for your voice gateway T1s which can be referenced in your pre- and post-routing ICM/UCCE scripts. REPORTING Display real time Trunk Group statistics alongside your other relevant call center data, as well as specific detail on gateway utilization thresholds and alerts.

10 GateScope Integrated, real-time monitoring for your voice gateways 3 GateScope Architecture and Features 1 2 GATESCOPE APP SERVERS REDUNDANT PG PAIR VOICE GATEWAY INGRESS/EGRESS ICM CENTRAL CONTROLLER REPORTING DATABASE 6 5 REDUNDANT PG PAIR GATESCOPE APP SERVERS VOICE GATEWAY INGRESS/EGRESS 4 ACD / IPCC PSTN IVR FARMS 1 GATEWAY MONITORING At configurable intervals, GateScope monitors each designated gateway, polling for the status of the device itself, the CPU utilization, memory utilization, the D channel status of each T1 and the summary of B channel activity and status. Active/Active redundant servers are possible for each data center location providing seamless transition of the application in the event of a hardware failure. 2 ICM/UCCE COMMUNICATION As GateScope is constantly monitoring the gateways, it is also communicating with ICM or UCCE through a PIM process on a dedicated Peripheral Gateway (PG). Redundant PG pairs allow for automatic failover from one GateScope server to another in the event of hardware or network failures. 3 CALL ROUTING ADMINISTRATION GateScope provides the T1 status through configured ICM Trunk and Network Trunk Groups, giving Script Administrators the ability to create routing rules that are aware of the voice network s status. This allows calls to be automatically re-routed to other facilities, network messaging to be played, or other customer friendly actions instead of dropped calls or dead air often experienced by overloaded gateways. 4 FLEXIBILITY GateScope can monitor gateways connected to the PSTN, your ACD / UCCE deployment(s), even IVR Farms connected by VoIP trunking. 5 DEPLOYMENT GateScope has a wide variety of deployment configurations, including a single PG, single application server model for small networks; a single group of co-located GateScope servers for centralized datacenters or ingress points; or distributed application and PG servers for large, branch-type network deployments. 6 REPORTING The ICM / UCCE database will be populated with real time and historical data regarding the individual trunk groups through the standard AWDB database. GateScope can also provide detailed event logs to an additional database which will allow users to monitor the gateway alarms and alerts (and how they impact call routing) in real time through tools such as Aceyus 4.5. Aceyus creates innovative contact center solutions that help you accelerate business breakthroughs and achieve outstanding cost efficiency. Discover our passion for helping companies around the world go further, faster at

11 Real-time and Historical Reporting Data Adapters Consolidating your contact center data Many contact centers are currently tasked with the challenge of managing data across multiple reporting platforms. Aceyus data adapters consolidate data from disparate systems into the Aceyus Vault, allowing your reporting tool of choice to access the data from a single location or view. This can enable Aceyus customers to efficiently monitor 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 customize one specifically for your needs. Some of our most popular adapters include: Real Time: 1 ASPECT ACD Import real time data from any or all of the existing fields available in ASPECT s CustomView Producer/Director suite, including Agent, Application, Agent Group, Trunk data and more. 2 AVAYA CMS View source data ranging from the rta_geo report for individual agent state data to any custom rt_socket report for summary statistics for Skills, VDNs, Vectors and Trunk Groups. 3 CISCO ICM/UCCE Access to all real time reporting information available in the Cisco AWBD data feed. 4 CISCO UCCX Capture more complete Agent and CSQ information from your UCCX system. 5 IVR DATA Gather information from a wide variety of IVR s to provide a wealth of data directly from your IVR to enhance the overall data available in your real time reports. 6 VOICE GATEWAYS Monitor your Voice / VXML gateway CPU, RAM, and T1 D & B channel status and utilization. Additional adapters are available to integrate data from virtually any ACD system, Workforce Management platform, server monitoring platform or any other customer provided data source (ODBC, RSS, XML, SNMP, etc) or data feed. Contact Aceyus today to find out how we can integrate all of your various data sources into your real time and historical reporting platforms. Historical: 1 ASPECT ACD Access all available ASPECT ACD historical summary data, or a completely customized call_detail or call_today data extract. 2 AVAYA CMS Utilize the interval level reporting in CMS to create near real time and daily aggregates, including VDN, Split, Agent, Vector and Trunk Group data. 3 CISCO CALL MANAGER Extract call detail records written by any version of the UCM platform, regardless of the database engine (i.e. SQL or Informix). 4 CISCO ICM/UCCE Access to all historical data available in the Cisco database schema. 5 CISCO ICM/UCCE SCRIPTING View summary reporting based on ICM/UCCE events, Peripheral Gateway availability/uptime statistics and more. 6 IVR DATA Leverage IVR data to elevate your reporting by including customer contact specific data in your historical metrics.

12 RealDirector Web based tools for enhanced Cisco ICM call routing Aceyus RealDirector software is a Web-based interface that enhances the Cisco ICM and UCCE call routing platforms. RealDirector provides your support staff with the ability to modify ICM routing rules at a moment s notice without logging into an HDS or AW. The standard call routing tools that are included are the 7-Day Hours of Operation manager, with holiday and special meeting override capabilities, as well as a Percent Allocation application which allows users to direct call volume to alternate destinations without needing to access the ICM Script Editor. RealDirector also provides the ability for system managers to create custom call routing tools in order to manage any user variables that are referenced in their call routing scripts. KEY FEATURES 1 HOURS OF OPERATION Control your call center s hours of operation at the site level and at the individual queue or skill level. Included with this tool is the ability to override these settings and immediately close sites in case of emergencies or meetings, along with the ability to keep centers open longer to cover shifts for other sites. 2 PERCENT ALLOCATION The Percent Allocation tool gives you the ability to manage outsourced call volume, pace your customers exposure to new script roll outs, or even direct call volume when PGs or other network infrastructure components are down. The best part is that once the RealDirector integration is completed, these updates can be made without any changes to the actual ICM scripts that route the affected volume. 3 CUSTOM TOOLS With RealDirector s simple interface, system administrators can quickly establish new call routing tools. Within minutes you can create screens that will allow you to control parameters to affect call overflow (e.g. service calls routing to sales when > 5 agents are available, or service calls to sales when service ASA > 60 seconds), special message playback (inclement weather, long queue times, etc), or just about any parameter you can think of. 4 AUDIT TRAIL All tool activity is logged in the Audit trail, providing administrators an instant record of who is making routing changes and when. Audit reports can be run ad-hoc or automatically scheduled and ed on a daily basis. 5 ACCESS CONTROLS Access to the various tools within RealDirector is controlled via group management. You can specify which tools a given user can access, and even which specific objects within a tool that the user can modify, thereby giving you the ability to hide sensitive controls from certain groups or users. 6 ACTIVE DIRECTORY INTEGRATION RealDirector, like other Aceyus products, can completely integrate with your Active Directory, allowing all the password and group memberships to be managed via your Windows domain.

13 Aceyus Professional Services We manage the process, you manage the results Aceyus provides an array of specialized professional services for the Cisco Contact Center software suite. Our Engineers apply innovative thinking, years of experience, and a diversity of talents to each project, helping you maximize the efficiency of your Contact Center. Aceyus Consultants employ a proven process for identifying and evaluating specific requirements and implementing tailored solutions that match these requirements. We are extremely proficient in such products as the Intelligent Contact Manager, Unified Contact Center Enterprise (UCCE) and Express (UCCX) editions. The following are some of the areas that Aceyus can help you optimize your contact center: CTI Application Development - Productivity improvement resulting from the deployment of custom applications developed from the ground up to meet your specific needs. System Assessment - Improved contact center capabilities through the implementation of recommendations produced during contact center audits. Self Service Application Design and Deployment - Greater customer satisfaction and efficiency through the implementation of applications developed to meet your customer focused goals. Customized Training - Enhanced staff effectiveness through the implementation of skills that are either developed or enhanced during advanced system management courses. Tier 2 and 3 Post-Production Support - Faster issue resolution due to comprehensive knowledge of your specific system operations. Customized Reports - Aceyus custom reports allow you to create additional reports that specifically target the data that you require while using your existing reporting platform.

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