How To Build A Networked System From Scratch

Transcription

1 Your customer engagement transformation starts here Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

2 HP Qfiniti 10 is for you: the why and the how Steve Graff / September 22, 2014 With Ieas Farsakh and Ehssan Ghanem 2 Copyright Copyright Hewlett-Packard Development Development Company, Company, L.P. The L.P. information The information contained contained herein herein is subject is subject to change to change without without notice. notice.

3 A conversation with Verizon s Ieas Farsakh System Architect and Ehssan Ghanem System Engineer Moderated by Steve Graff, Chief Architect for HP Qfiniti Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

4 SETTING THE CONTEXT Introductions Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 4

5 MANAGING THE CONTACT CENTER AT VERIZON TELECOM Ieas Farsakh System Architect 5 years at Verizon 10 years call recording system experience Responsible for design, deployment, maintenance, and integration of call recording and speech analytics Ehssan Ghanem System Engineer 15 years at Verizon 12 years call center support and call recording experience Responsible for managing call centers system: workforce, call recording and speech analytics Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 5

6 SETTING THE CONTEXT Verizon Telecom At A Glance Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 6

7 ABOUT VERIZON Using technology to address big challenges The best, most reliable networks in the industry The largest U.S. wireless company with the largest 4G LTE network The largest and fastest all-fiber network in the U.S. One of the largest, most reliable and secure global networks 2013 revenues of $120.6 billion #16 on the Fortune 500 (2014) More than 177,800 employees worldwide Verizon Innovation Center in San Francisco, CA Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 7

8 RESIDENTIAL/SMALL BUSINESS Key products and services FiOS Video is America s most advanced network 5.4 million subscribers Up to 130+ HDTV channels, over 485 TV channels with mobile capabilities FiOS Internet is the nation s largest all-fiber network serving customers with high-speed fiber service 6.3 million subscribers Speeds up to 500 Mbps (megabits per second) both downstream and upstream 9.1 million total broadband connections FiOS Triple Play Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 8

9 CHALLENGES & OPPORTUNITIES Current Infrastructure Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 9

10 CURRENT INFRASTRUCTURE Moving from the old to the new Upgrade from old TDM to new Verizon cloud solution and IP telephony Dispersed for data recovery Data centers Multiple directional data centers Remote screen capture Multiple contact centers spread across the U.S. Range from mega to small contact centers Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 10

11 CHALLENGES & OPPORTUNITIES Use Cases Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 11

12 CHALLENGES & OPPORTUNITIES Use case: Managing standardization vs. customization Challenge: Managing multiple lines of business (LOB) Business imperative: Integrate an enterprise solution but customize to LOB needs Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 12

13 CHALLENGES & OPPORTUNITIES Use case: Configuring the call center Challenge: Call center adds, moves, and closures Business imperative: Easily move equipment and configurations Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 13

14 CHALLENGES & OPPORTUNITIES Use case: Delivering superior customer experience Challenge: Capturing entire customer experience Business imperative: Track customer experience from different channels and transfers Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 14

15 CHALLENGES & OPPORTUNITIES Use case: Integration Challenge: Integrating with homegrown and third party systems Business imperative: APIs and exposed system features Real-time data to act in real time Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 15

16 CHALLENGES & OPPORTUNITIES Use case: Compliance Challenge: Managing security and PCI compliance Business imperative: Adhering to external regulatory and internal process compliance Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 16

17 CHALLENGES & OPPORTUNITIES Use case: System administration Challenge: Systems in multi-site data centers and distributed call centers Business imperative: Centrally administer a system and configuration Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 17

18 CHALLENGES & OPPORTUNITIES Use case: The agent experience Challenge: Migrating users from different systems Business imperative: Intuitive GUI interface and relevant features Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 18

19 CHALLENGES & OPPORTUNITIES Use case: System upgrades Challenge: System availability and avoiding flash cuts Business imperative: Ensuring forward and backward compatibilities Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 19

20 HP Qfiniti 10 is for you: the why and the how Addressing tomorrow s contact center challenges today 20

21 What is Qfiniti 10? Workforce Optimization (WFO) modular suite Unified modular suite designed to optimize your business processes Quality monitoring and compliance recording Multichannel analytics Planning, forecasting and scheduling Performance management Customer surveys Coaching and elearning Benefits of WFO Improve operational efficiencies Drive interaction effectiveness Provide positive customer service Increase revenues Reduce cost of ownership through product integration 21

22 HP Qfiniti 10 HP Explore Qfiniti WorkForce Qfiniti Observe Qfiniti ICE Qfiniti Advise Qfiniti Optimize Qfiniti Survey Qfiniti Expert Modular workforce optimization suite Multichannel analytics Agent scheduling and forecasting Interaction recording for quality and compliance Intelligent recording and data attach Agent evaluation and performance analysis Desktop analytics and agent guidance Integrated customer satisfaction surveys Online coaching and training 22

23 Observe: Quality monitoring Random voice and screen capture Thin client access Full featured thin client interface No desktop install PC-based multimedia playback Standard player controls Visual display WAV file visualization CTI markers Coaching markers Evaluation plans Automatic playlist creation 23

24 Observe: Liability recording Fulltime recording of all customer interactions 24 Numerous recording integration options TDM, VoIP, SIP Trunks, or Active Recording Interfaces Enterprise Managed Single management interface Automatic aging and archiving Advanced Security Voice and screen masking and muting Recording encryption Access controls Audit trails

25 Advise: Performance management Easy administration, coaching and reporting Easy to use scorecard creation Unlimited questions, performance areas and scorecards Question weighting, auto fail options Version control, reuse and access controls Easy to score scorecards Collapsing groups Spell check Evaluation markers Easy to use reporting Enterprise wide reporting Numerous output formats 25

26 Expert: Coaching and elearning Enhance coaching effectiveness and consistency User definable scorecards Build an unlimited number of evaluation forms Attach recordings, scorecards and surveys for easy retrieval Single click access Notate recordings and scorecards Text notes Book marks Coaching comments Assign elearning directly from the evaluation process SCORM compliance elearning delivery 26

27 Survey: Customer surveys Integrated post-call survey solution Immediate feedback of service Surveyed immediately after the call Customers are invited to participate Link surveys to agent Record the agent interaction and the customer s experience Link survey to agent s evaluation Link surveys to customer Attach CTI based demographic data Easy to use user interface Easy to create and maintain 27

28 HP Explore: Multichannel analytics Gain insight through all interaction touch points regardless of form Drive revenue growth Identify and leverage sales opportunities Gain insight into marketing and product campaigns Improve customer experience Gain Voice of Customer (VOC) insights to foster loyalty Reduce churn and maximize customer lifetime value Increase operation efficiency Shorten handle time and allow more time for strategic goals Identify repeat contacts drivers to reduce call volume Analyze social media Detect social media trends before they impact the contact center Monitor your brand s reputation 28

29 Qfiniti ICE: PCI-DSS compliance ICE enables Attach customer information to recordings for easy search and retrieval Classify recordings for archive and aging purposes Mask and Mute customer sensitive data in real-time from recordings 29

30 Optimize: Desktop analytics Monitor front or back-office activity Track application usage over time By user or by team Application activity dashboard Application usage statics Set compliance goals Store user activity in HP hosted archive Audit trails Compliance reporting Historical analytics 30

31 Workforce: Forecasting, scheduling and planning Automate the processes to effectively schedule workers and track time/attendance Integrated module streamlines the process of: Multi-skilled forecasting Multi-skilled scheduling Intraday management Advanced agent adherence Communication framework Pop-up offers and reminders Social media standards of like and dislike Carrier-independent text messaging Virtual agent shift swap board 31

32 Software upgrades A challenge, but a necessary one Benefits of staying current on your software New features and functions Supportability/End-of-Life Integration support Costs associated with upgrading Downtime Costs Training Complexity Time for an upgrade? 32

33 Backward compatibility Upgrading HP Qfiniti in multiple phases Servers SQL Server (aka the Database Server) SQL Server Reporting Servers IIS Server(s) (aka the Web Servers) Qfiniti Observe recording servers Qfiniti Survey surveying servers Clients Supervisor/Admin Clients 33 Qfiniti Desktop or Qfiniti Web Access SysConfig and System Monitor Agent Clients AME/AMC (Screen Capture/Agent Console) AutoLink (ICE) Current Version Observe/Survey Servers Supervisor/Admin Clients Agent Clients Qfiniti Platform SQL Server SSRS Web Server(s)

34 So how does it work? Phase I Platform servers are upgraded In place database upgrade Migration services Migrate data by team or site Upgrade IIS/SSRS Current Version Observe/Survey Servers Qfiniti Platform SQL Server UG Qfiniti Platform SQL Server HP Qfiniti 10 Supervisor/Admin clients are replaced Users no longer use Qfiniti Desktop, Old SysConfig, Old System Monitor Users start using Qfiniti Web Access, New SysConfig, New System Monitor Supervisor/Admin Clients Agent Clients UG SSRS SSRS Upgrade/Convert UG Web Server(s) Web Server(s) Supervisor/Admin Clients 34

35 So how does it work? Phase II Once Phase I is completed and stabilized Phase II upgrade of servers starts Observe voice/screen servers are upgraded Survey servers are upgraded This phase may repeat several times until all servers upgrades are complete Current Version Observe/Survey Servers Upgrade Qfiniti Platform SQL Server SSRS HP Qfiniti 10 Observe/Survey Servers Supervisor/Admin Clients Agent Clients Web Server(s) 35

36 So how does it work? Final Phase In parallel with or after Phase II, agent clients can be pushed out In general, agents do not know that this is occurring No major changes to Agent Monitor Console This can happen in parallel with Phase II or after Phase II has been completed Current Version Qfiniti Platform SQL Server SSRS HP Qfiniti 10 Observe/Survey Servers Supervisor/Admin Clients The Upgrade is complete! Agent Clients Upgrade/Push Web Server(s) Agent Clients 36

37 Backwards compatibility Features Unwind the complexity of upgrading Upgrading in phases reduces the complexity and the costs of upgrades Reduce Downtime Keeps systems up longer Reduces system outages Reduces issues Allows for faster, more aggressive scheduling Costs Reduces the number of people required to perform the upgrade Support The then current version and three (3) versions back 10.3 supports (Nov 2014) 10.2, 10.1 and 3.5 SP2 Update 6 37

38 Backwards compatibility Limitations Designed as an interim solution Not designed as an end-state configuration Once the upgrade starts, users can no longer use: Qfiniti Desktop or Old SysConfig or Old System Monitor Until the servers are upgraded to the new version You can not take advantage of any new features associated with the server software Each Observe System must be upgraded in its entirety. Until the Agent Clients are upgraded to the new version: You can not take advantage of any new features associated with the agent client software On any single desktop, the AME/AMC/ICE client must be of the same version 38

39 Qfiniti End-of-Life What is currently supported? Product Name Version Information Upgrade to End-of-Life Notice Posted on customer.autonomy.com End of Support for Contact Center Products Dated on June 9, 2014 Effective on July 1, 2016 AutoQuality All versions HP Qfiniti 10 Recorder All versions HP Qfiniti 10 Advisor All versions HP Qfiniti 10 Jass All versions No upgrade path On-Demand Sound All versions No upgrade path Board Survey 2.x, 3.x All updates and minor point releases HP Qfiniti 10 Qfiniti 1.x All updates and minor point releases HP Qfiniti 10 Qfiniti 2.x All updates and minor point releases HP Qfiniti 10 Qfiniti 3.0 All updates HP Qfiniti 10 Qfiniti 3.1 All updates HP Qfiniti 10 Qfiniti 3.5 All updates HP Qfiniti 10 Qfiniti 3.5 Sp1 All updates HP Qfiniti 10 Qfiniti 3.5 Sp2 Update 1 through Update 5 HP Qfiniti 10 EasyLink All versions and updates HP Qfiniti 10 Autonomy ICE All versions and updates HP Qfiniti 10 Qfiniti Explore All versions and updates HP Explore 3.6 Autonomy Explore 3.5 All updates HP Explore 3.6 Qfiniti Assist All versions and updates Qfiniti Optimize 39

40 HP Qfiniti 10 key differentiators Why upgrade to this version? Delivers superior technology IDOL derives meaning from 100% of enterprise data (structured and unstructured) HP Vertica provides advanced in-database analytics Massively scalable to handle the demands of Big Data Supported by the strength of HP Aligned with HP s global brand and reach of professional services Continuous innovation driven by HP Labs Positions the contact center within the broader customer experience strategy Qfiniti is integrated into the broader HP Marketing Optimization Suite of customer experience solutions and products Integration into the attract, engage, convert and retain phases of the customer lifecycle assures that contact center interactions are no longer siloed within the business unit 40

41 Call to action: upcoming sessions Session Day/Time Focus on: 2: Integrating WFO with the broader workforce environment 3: Workforce management and quality monitoring work better together 4: Award winning WFO: How Asurion and HP are creating a competitive advantage 5: Voice of the Customer: You re sitting on a goldmine of information! 6 & 7: Customer Advisory Panel: Prioritizing your requirements on the HP Qfiniti roadmap Monday/4:50 pm Tuesday/10:30 am Tuesday/11:40 am Tuesday/1:30 pm Tuesday/3:00 pm Agent performance and guidance optimization; delivery of superior customer experience Benefits of advanced workforce scheduling and forecasting How a customer-centric focus benefits from WFO technology, how innovation happens in the contact center Big Data and how it changes everything in the contact center; discovering actionable insights Developing a shared vision for the HP Qfiniti and HP Explore product roadmaps; celebrating a successful 2-day exchange of ideas and inspiration 41

42 THANK YOU Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.