The Analysis Software for an In-Depth Overview of Your Company s Telephone Performance

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1 The Analysis Software for an In-Depth Overview of Your Company s Telephone Performance Better availability, less expenses, more satisfied callers

2 THE FIRST IMPRESSION COUNTS. EVEN MORE SO WHEN NO ONE ANSWERS

3 THE ANALYSIS SOFTWARE FOR MORE SATISFIED CALLERS Customer Satisfaction Begins on the Telephone Wait or close a deal? Complaint or a customer s smile? Lack of service or top service provider? These questions that are critical to being successful are answered on the phone every day, without you even noticing. Up to 30% of all calls are not answered in a company, because the line is busy or because no one answers. That costs you customers, which in turn costs you money. Aurenz s Anna4 analyzes the availability of the entire company. It continuously delivers information about how well your customers reach you, how fast your employees react to the phone, how telecommunication costs develop and where there is hidden potential. With Aurenz s Anna4 you receive a reliable, economical tool that securely complies with data privacy protection regulations, with which you can turn your telephone system into a value added system. Anna4 is one of the most successful analysis tools for modern telephone systems. The easy to use and individually configurable software delivers comprehensive reports that take the entire company into account not only individual departments. Anna4 helps you increase the number of satisfied customers without any extra effort on your part. For the first time, we have the opportunity to receive a continual information base to control the telephone performance and availability, with the introduction of Anna4. With the system we decisively optimize the first-class service quality that our customers expect. Manfred Balmer, Project leader IT Infrastructure and Communication at GENERALI Group CH

4 IT S GREAT WHEN NEW CUSTOMERS CALL. IT S TOO BAD IF THEY HEAR FÜR ELISE

5 THE ANALYSIS SOFTWARE FOR MORE SATISFIED CALLERS What Anna4 Can Do Improve customer satisfaction Evaluation of telephone performance Anna4 shows you when your customers call, how often it rings without anyone answering and how often your employee s line is busy. This way you can plan customer satisfaction even before the first ring. Quality of the telephone performance: Quality management continuously improves customer service and increases the number of successful customer contacts. With exact analyses of waiting times and call performance, reaction times can be improved and lost calls can be avoided. Customer contact analysis The customer contact analysis integrated in Anna4 shows you and your service employees how often, on average, your customers call before reaching a contact person. Customer contact analysis: It can also be seen how many call attempts a customer has to make, on average, before reaching a contact person, or how many lost customer contacts could be successfully made with a callback. Better in the long run Anna4 s continual reporting makes it easy to see what effect the adopted measures have had. Telephone performance, personnel and utilization of the telecommunication infrastructure can be successfully planned in advance. On average 329 customer calls per month (11.5% of all calls) are lost. Busy extensions, among other things, are responsible for lost calls.

6 KNOWING NOTHING, MEANS HAVING TO BELIEVE EVERYTHING

7 THE ANALYSIS SOFTWARE FOR MORE SATISFIED CALLERS What Anna4 Can Do Lower costs, plan the future With the analysis on the development and distribution of landline and mobile phone costs, Anna4 also delivers the basis to make your telephone costs transparent. You receive a complete report about the number, duration and, of course, the costs of all telephone calls. To avoid bottlenecks or overcapacities in your telephone infrastructure, Anna4 was equipped with an integrated call traffic analysis. At a glance you can see how often your customers call to no avail and when the highest call volume can be expected. This allows you to plan in the long-term and invest in your future. Complete overview With Anna4 you see the telephony of the entire company at a glance. This is unique for an analysis tool that goes this in-depth. Neither you nor your IT department will have any extra work. All analyses can be created automatically, so that you are always informed, without losing sight of the essential. Sounds good, works even better If you would now like to know how you can benefit from Anna4, please contact Aurenz. We will gladly supply you with additional technical information on integrating Anna4 into your current ICT infrastructure and give you the contact information of one of our distribution partners in your area. Tel.: +49 (0) info@aurenz.de You can find additional information about Anna4 at:

8 100% Aurenz Since 1983, we at Aurenz have been doing our best to ensure you can get the most out of your ICT infrastructure. Software products from Aurenz increase your productivity, lower costs and create complete transparency. With experience from over 25,000 installations, the Aurenz GmbH is one of the leading experts on intelligent software solutions and data privacy protection in the ICT field today. Together with our technology partners we will continue to give 100 percent every day, to make communication more successful for you. aurenz GmbH Am Kührain 24 D Nürtingen Tel. +49 (0) Fax +49 (0) Our best at a glance: WebFox, separates private from business on the Internet Anna4, the Analysis Software for the company-wide telephone performance AlwinPro Care, ICT & entertainment services in health care AlwinPro, the Controlling Software for your ICT costs Version 1