FrontRange Voice. Password Reset via Self-Service. Presented by: Mark Hodgen

Transcription

1 FrontRange Voice Password Reset via Self-Service Presented by: Mark Hodgen 12/2/2009

2 Agenda Self-Service Why? Using the telephone for self-service Self-Service via the phone Demo How to automate process for major outage reporting Afterhours (or during business hours) voice message attachment to call ticket Password Reset via phone system with ticket created to provide metrics and audit trail

3 Business Drivers: Cost Containment, Efficiency and Customer Satisfaction Average fully-burdened cost per incident Walk Up $29.30 Phone $ $21.67 Fax $18.90 Chat/IM $17.90 Self Service $13.50 Types of Questions and Call Volume How to 27-43% Password Security 20-35% Outage 12-25% Break/Fix 10-20% Service Request 5-22% IMAC 5-18% Help Desk Institute, 2005 Practices and Salary Survey Gartner, 2005, Understanding Service and Support Mix

4 Net improvements to business from these results: Move routine and rote functions to self-service or automated functions Lowers total call volumes handled by agents Reduces queue time Reduces abandon rate Service Desk Agents can now speak with people who need their level of assistance so they can help them get back up and contributing to the business in a more timely and efficient manner.

5 Steps for Resetting a Password Identify Caller Verify Identity Check Permissions of the Caller Reset Password or Unlock Account Create Audit Trail Provide caller with new password

6 Let s Reset a Password! Notice that we follow all of the steps we just covered We will create a ticket in HEAT to record the details of the event as an audit trail System can also send s to notify of password changes You could send notifications to a security officer if challenge questions are not answered correctly This example and all others I will show today are examples of what can be done, but the system is not limited to these. It is very flexible! Includes its own Integrated Voice Response (IVR) system to use pre-recorded speech or Text-to-Speech (TTS)

7 FrontRange Voice Self Service Password Reset Allows users to reset their Active Directory Passwords Uses phone as the communications interface

8 Take Password Reset to the next level Seamless integration to HEAT and HEAT Plus Voice Connectors to 70 + target systems Password synchronization Web & desktop based self-service password reset Centralized password security control

9 Convergence or Integration? Telephony Application Data

10 Service And Support Voice Response with Application Access Call Queuing (see who s waiting) Skills based routing, priority Screen pop Routing

11 Sales and Marketing Outbound dialer increases productivity as much as 300% Works directly with GoldMine campaigns Call Scripting Time zone and Time of Day rules

12 Administration You are in control Web based configuration WYSIWYH Voice Application Development Complete Security and control Easy Moves, Adds, and Changes

13 Operations Control Queue Monitor System Call State Real time Statistics Historical Reports Interaction Reports IVR menu pick Reports

14 Quality Management Monitor live calls: whisper or coach as needed Call Recording: on demand, scheduled, % of calls Listen and Rate Recordings IVR usage reports

15 Technology FrontRange Voice was built to solve a complex problem in a simple way. We built a PC based phone system that has all the functionality you need for: Office phones Support Agents Sales People Remote users All you need: FrontRange IPCM Server software A Windows Based PC server A Network VoIP Handsets for your office phones. Handsets are $100 to $300 depending on features. PCs and USB headsets for your agents USB Headsets are $40-$150 depending on features. Gateway (If SIP connection not already available from Service Provider or PBX) Optional - SAPI-5 compatible voice to run with TTS engine (Microsoft Sam provided at no cost)

16 Direct to/from Service Provider

17 Connected to Existing PBX

18 Connected to SIP-Enabled PBX

19 THANK YOU