How to Manage Your Contact Center Successfully

Transcription

1 for Contact Center Plan, develop, deploy operate and optimize Complete solution life cycle management.

2 Own your customers experience! If you combine universal experience management with endto-end customer service visibility what do you get? Confidence that your network, hardware, software, applications, processes and people all work together to deliver the best possible customer experience. And peace of mind that you can go home at night. Make a plan Our team works with you to balance your requirements and resources to efficiently manage technical, scheduling and financial risk. We test your solution from your customers perspective so you can understand, manage, tune and verify their experience with your contact center. Whether it s over traditional voice networks or web-enabled channels, Prognosis tests an array of communications choices giving you deep insight to the outside-in customer experience. Develop a solution From design to development and delivery, cloud-based end-to-end, automated testing means you can own your customers experience. Prognosis offers a hands free comprehensive and repeatable way to test each feature of an IVR application against design documentation throughout its life cycle. You can verify that your solution is developed, implemented and performing as intended. Pre Production In Operation

3 Test until it works! Prognosis StressTest is a cloudbased experience management testing service. It goes beyond component-level testing to reveal the customer perspective of system performance under real-world conditions. Would it surprise you that 90% of initial tests fail? But with the rich detail behind the causes it s actually a good outcome, as you ll find the capacity issue before your customers do. Tests might include Virtual Customer calls to toll free numbers that experience a click then silence, or respond with unexpected greetings like Hello this is the phone mail system. With this level of insight you can test, fix, test, fail again and revisit until every test succeeds, and go live with confidence. After load testing in preproduction you can use the StressTest case you ve created to ensure no issues go undetected once you re live. Keep things humming Once you re live, Prognosis HeartBeat gives you insight to the complete end-to-end customer experience as they interact with your technologies. Outside-in and inside-out tests execute automated calling processes and can run every few minutes, day, or week, completely removing the need for repetitious manual testing. If you encounter a problem, Prognosis predictive analytics mean you can nip issues in the bud before they affect your customers. HeartBeat bridges the gap between internal monitoring and actual end to end performance so you can understand the complete customer service experience. This means root causes can be addressed strategically rather than tactically. You can prevent a oneoff problem becoming a recurring nightmare, and ensure your customers have the experience you intended for them. Call recording assurance In a busy and successful contact center you need to know your systems and agents are ready to process calls and record them if compliance and business rules apply. It s a worrying fact that some contact centers simply don t know their call recording has failed until it s discovered by their workforce when they need to replay a critical interaction. This means you need to be confident that not only is a call recorded, it actually contains media. Prognosis alerts you immediately if issues occur so you can take fast remedial action. You ll know if calls have not been recorded for particular extensions and if infrastructure outages are affecting call recording or archiving. Prognosis also provides the voice quality of the call and the file size of the recording so you have peace of mind that when you need to replay a call it s there, it s of good quality and can be used as intended.

4 Resolve more customer calls the first time With service assurance in place Prognosis helps ensure all your systems keep humming so you can resolve more calls on first contact. HeartBeat gives you the peace of mind that all your automated responses and processes are working correctly, and your contact center infrastructure is performing well under expected or unexpected loads. When Prognosis detects an anomaly it can run a pre-defined drill to capture vital information, send an alert or initiate an automated resolution. And because problem prediction, prescription and automation work seamlessly with Prognosis security, you don t need to worry about things getting out of hand or running away with themselves. Boost productivity, keep a lid on costs Empower your agents to work faster and smarter by ensuring your technology supports what they need to do. You ll not only have a happier workforce, you ll be able to keep costs in check as you help your people do more every day. Prognosis HeartBeat ensures that you can maintain the quality of the user experience once you re confident customer interactions are performing as you intended. You can avoid the delays and costly rework from revisiting issues, and the impact on customer satisfaction. Plan upgrades based on capacity demands You need to keep your finger on the pulse so that as your operations grow your network, hardware, software, applications and agents can manage new loads. But you don t need to engage in guesswork to strike the right balance between cost and service delivery. You can use Prognosis StressTest to test capacity against a generic event timetable of peak seasons like Thanksgiving, New Year and around tax time, as well as business-specific events tied to your activities. Or if you re adding branches, or new phone technology that will impact network capacity, physical resources, MTU usage and even call admission control, Prognosis StressTest will let you know exactly how well your new environment functions so you can ensure you budget for upgrades to occur at the right time. Complete visibility without boundaries Prognosis tests IVR and contact center systems from the outside-in, as well as from the inside out, giving you the complete customers experience of performance under real-world conditions. z Test the customer experience from the outside in, manage from the inside out z Avoid the delays and outages that frustrate your customers z Resolve more calls first time z Support your customers multi-channel choices z Predict, prescribe and automate problem resolution z Gain peace of mind that you re recording everything z Integrate and manage new technologies seamlessly

5 Get to your problems before they get to your customers Prognosis HeartBeat enables you to pro actively test critical components through the execution of regular Virtual Customer interactions. It acts as your early warning system so you can make sure that green is always green. Prognosis predicts potential problems but you don t need to worry about being flooded with alerts that are not yours to manage. You ll only be alerted to problems that relate to your role, not your colleagues. And of course when you receive alerts you have choices. You can follow the alert s blueprint and take action fast by viewing all the elements involved, and the diagnostic information related to the alert. Or you can let Prognosis prescribe recovery with predefined action paths defined for common system problems. You can modify these or create new ones that are unique to your environment. You can even automate commands to run defined recovery procedures. And because problem prediction, prescription and automation work seamlessly with Prognosis security, you don t need to worry about things getting out of hand or running away with themselves. You always have control. Only the people and processes you authorize will have access to these autonomic actions, and you have control over how much data is kept and who sees it. Smooth the way to new technologies Whether your customers choose , voice, video or text, you need to ensure your systems are performing at peak to deliver the best possible experience. New technologies like WebRTC can be exciting but disruptive as they open the door to a wave of video, voice and data web applications. A click of a button from any device and the customer instantly connects with a well informed agent to receive the best possible level of service. But how confident are you that the WebRTC environment you ve deployed will deliver? Prognosis WebRTC experience testing gives you this confidence through insight into end-to-end performance, and by supporting pre-production tuning and problem resolution prior to cut over. Prognosis lets you observe, tweak and verify contact center performance so that you can be confident all channels work as expected under all traffic levels.

6 Prognosis for Unified Communications Prognosis for Contact Center Prognosis identifies issues Prognosis for Payments Prognosis makes it easy Prognosis for Infrastructure Prognosis spots patterns Prognosis brings a fast so you can take for you to stay up to in your data so you can thousand points of rapid action to protect date with all the latest stop problems before they reference into a single the quality of customer payments technologies. happen. Now you have point of view. Solve service. Keep systems Adopt and manage new the insight to optimize problems for people, not humming, nip issues in the services like chip cards systems and networks processors and make bud and validate 100% and mobile payments, to help them run at their decisions faster. Have call recording guarantees without affecting your best and do more every fewer outages and stop are being met - all in real current technology. day. problems in their tracks. time. For more information visit ir.com Contact Us AMERICAS: t: +1 (303) e: info.usa@ir.com UNITED KINGDOM: t: +44 (0) e: info.europe@ir.com GERMANY: t: +49 (89) e: info.germany@ir.com ASIA PACIFIC/MIDDLE EAST/AFRICA: t: +61 (2) e: info.ap@ir.com SINGAPORE: t: e: info.ap@ir.com 2015_CC_HQM_002_2_ENG IR is the corporate brand name of Integrated Research Limited (ASX:IRI), a leading global provider of proactive performance management software for critical IT infrastructure, payments and communications ecosystems. More than 1000 organizations in over 60 countries including some of the world s largest banks, airlines and telecommunication companies rely on IR Prognosis to provide business critical insights and ensure continuity-critical systems deliver high availability and performance for millions of their customers across the globe. For more information on IR visit Integrated Research Limited. All rights reserved. Prognosis is a registered trademark of Integrated Research Limited. All other brand and product names are trademarks or registered trademarks of their respective companies.