WFM Workforce Management IVR Information Sheet Introduction High Level Overview Features Solution Components Industries Applications Call Flows Reporting Implementation and Deployment About Syntellect A multi-service voice platform that enables employees to perform Workforce Management self service tasks through speech or touch tone recognition. By enabling inbound and outbound employee services, increases in productivity can be reached through efficiency, streamlining of processes, and automation. Corporate 2095 W. Pinnacle Peak Road Suite 110 Phoenix, AZ 85027 Tel: (800) 788 9733 www.syntellect.com Canada 90 Nolan Court, Suite 1A Markham, Ontario L3R 4L9 Tel: (905) 754-4100 Toll Free: 1 888 777 8573 International Technology House Fleetwood Park Barley Way, Fleet Hampshire, GU51 2QX UK
Introduction Workforce Management Workforce Management is a solution that enables companies to manage their workforce by automating labor intensive tasks such as scheduling, clocking in and out, vacation requests, and time reporting. There are multiple ways a company can use Workforce Management to streamline and automate tasks, and each implementation is tailored to meet the specific needs of the business or industry. Likewise, there are multiple platforms a business can use to interface or connect with a Workforce Management solution, such as the Web, punch clocks, and an Interactive Voice Response (IVR) system. This last type of interface IVR is where Syntellect enters the picture. We develop an IVR platform which bolts on to new or existing Workforce Management implementations and which provides businesses with another way for their end customer to interact with a Workforce Management solution. The automation provided by Syntellect IVR not only makes managing employee logistics easier but also helps to reduce payroll and keypunching errors and improve data collection. Syntellect Workforce Management IVR Syntellect s Workforce Management IVR is a multi service voice platform that enables employees to perform self service tasks through speech or touch tone recognition, and offers a comfortable operating environment for all levels of staff and management. By enabling end users to simply dial into the system and key-punch requests, this type of solution provides cost effective, instant and remote access to additional features and functionality such as employee surveys, benefit details, and health and safety information. By calling a number and following the prompts, end users can perform daily tasks such as clocking in and out, retrieving schedule information, updating timesheets, and submitting vacation and sick leave requests. In addition to these inbound capabilities, Syntellect IVR also provides outbound calling whereby end users receive notifications, reminders, schedule updates, and so on. By enabling such inbound and outbound employee services, Syntellect IVR increases a company s productivity by effectively streamlining and automating workforce-related processes. Further, Syntellect IVR can easily retrieve data for reporting and auditing purposes. Whether they are in the process of implementing a new Workforce Management solution with IVR capabilities, or they are looking to enhance an existing framework with our IVR interface, Syntellect works closely with a company to identify their specific needs and optimize current business practices. Given Syntellect s list of satisfied customers, we are the ideal choice for companies looking to make the most of a WFM solution. Page 2 of 14
High Level Overview The following diagram shows how Syntellect s Workforce Management IVR platform interfaces with the customer s Workforce Management system: Customer s Workforce Management System Punch Clock Vacation Request Time Tracker Sick Leave Request Time and Attendance Scheduling Web Methods for Interfacing with the Workforce Management System Workforce Management Applications Automated self-service tasks via inbound and outbound calling. End users (employees and managers) access their company s Workforce Management system via the Syntellect IVR platform to provide and receive information (e.g., clocking in, checking a vacation balance, etc.). Features Standard The following are the standard features of a Syntellect Workforce Management IVR solution: Open architecture Integration with major database systems, including MS SQL Server, Oracle, DB2, MySQL and any Open Database Connectivity (ODBC) compliant database Unlimited DNIS (Dialed Number) to application mapping Flexible channel management (inbound, outbound, bi-directional) Switch/PBX independent Connectivity to SIP, H.323, T1, E1, ISDN, analog or digital extensions and ISUP telephony protocols Multiple language support Call logging to include application-specific logs (generates reports based on menu options chosen by callers) Call transfer Page 3 of 14
Advanced The following are the advanced features that can be added to a Syntellect Workforce Management IVR solution: Computer Telephony Integration (CTI) Speech recognition Speaker verification Conferencing Text-To-Speech (TTS) Fax service Email service XML integration Web services and HTTP post Java and C/C++ external module execution Solution Components The following are the standard components of a Syntellect Workforce Management IVR solution: High performance telecom server Signaling and media processing hardware or software Windows server operating system SQL server database Syntellect licenses and application Workforce Management application(s), such as Time and Attendance, Time Tracker, Scheduling, Sick Leave, and Vacation Requests Industries Workforce Management IVR solutions are available for virtually every industry. Syntellect has been deployed for: Markets Served Retail Manufacturing and Construction Healthcare Security Transportation Other Sample Uses Time Tracker and Time and Attendance for managing staff in multiple retail locations Time keeping, scheduling, job transfer, absence and late reporting for onsite and mobile workers Time and Attendance for hospice and other home visit healthcare workers Time keeping and scheduled check-in reporting to ensure the safety of onsite and mobile workers Time Tracker for delivery workers, allowing confirmation of times at each location Standard and custom Workforce Management applications designed to meet specific customer requirements Page 4 of 14
Applications Syntellect IVR interfaces with a full array of Workforce Management applications and is completely integrated with your Workforce Management backend system. These applications offer employees a wide range of features, such as the ability to clock in and clock out from remote working locations, retrieve information on their schedule, and request sick or vacation days, to name only a few. Here are detailed descriptions of some of the applications which Syntellect IVR interfaces with: Time and Attendance Time Tracker Scheduling Vacation Requests Sick Leave This application allows employees to clock in and clock out for their shifts by calling in via the Syntellect IVR platform. The clock in and out times are automatically processed and added to the employee s timesheet, which is used to process payroll. Time and Attendance offers: Automated clock in and clock out operations. Reduced clocking costs. Improved project cost tracking. Elimination of time sheet and other resource consuming processes. Accurate tracking of activities such as clock in, clock out, coffee break, and lunch break. Reduction of fraud occurrences. This application provides organizations with standard time keeping functionality as well as enhanced functionality to automatically address time consuming tasks such as attendance reporting and payroll processing. Via the Syntellect IVR platform, employees call into their Workforce Management system to check and update their timesheets, listen to attendance notifications or summaries, and other related tasks. Time Tracker offers: Easy and convenient access for employees. Notifications for supervisors to schedule additional resources as required. Automated attendance tracking which avoids manual processes. Increased productivity as supervisors can focus on other tasks. This application enables organizations to plan shifts by employee, skill sets, or preferences. Employees can check their schedules and bid on available shifts, verify their current schedule, and trade shifts with other employees. Scheduling offers: The ability to forecast schedules and cost. Accurate tracking of schedule and shifts. Approval notifications. This application allows employees to call in to submit vacation requests, determine which vacation periods or days are available, and obtain current vacation balances. Vacation Requests offers: Approval notifications. Reduction in the manual and resource intensive process of tracking vacation days. Accurate vacation day tracking by employee. This application allows employees to call in to report sick days and obtain sick leave balances. Sick Leave offers: Approval notifications. Reduction in the manual and resource intensive process of tracking sick days. Accurate sick leave tracking by employee. Page 5 of 14
Call Flows This section describes the process flows for each Workforce Management application described above. While standard process flows are illustrated here, extensive customizations are available for each application as well as the development of client-specific applications and process flows. Syntellect understands that Workforce Management solutions appeal to a wide range of business scenarios, and therefore offers organizations all levels of customization options. Sample Time and Attendance IVR Call Flow The following diagram shows a sample Time and Attendance IVR call flow: Welcome to your company s Time and Attendance program Please enter your employee ID Not found ID is not on file. Let s try that again. Correct ID password does not our records. Let s try that again. Thank you, please enter your password 2 times password is not on file. Let s try your birth date. Correct password Correct birth date Press 1 to clock in, or press 2 to clock out Press 1 Press 2 You have clocked in at (current time) You have clocked out at (current time) Thank you for using your company s Time and Attendance program Page 6 of 14
Sample Time Tracker IVR Call Flow The following diagram shows a sample Time Tracker IVR call flow: Welcome to your company s Time Tracker program Please enter your employee ID Not found ID is not on file. Let s try again. Correct ID password does not our records. Let s try again. Thank you, please enter your password 2 times password is not on file. Let s try your birth date. Correct password Provide the date(s) you are requesting attendance information for Correct birth date Correct date(s) Provide the employee name(s) you are requesting attendance information for Correct employee name(s) Attendance information for x employee(s) on x date(s) is Thank you for using your company s Time Tracker program Page 7 of 14
Sample Scheduling IVR Call Flow The following diagram shows a sample Scheduling IVR call flow: Welcome to your company s Scheduling program Please enter your employee ID Not found ID is not on file. Let s try again. Correct ID password does not our records. Let s try again. Thank you, please enter your password 2 times password is not on file. Let s try your birth date. Correct password Correct birth date Provide the date(s) of the schedule you are requesting Correct date(s) Press 1 to retrieve your schedule for the following date(s): x Press 1 Your next scheduled shift is: x Thank you for using your company s Scheduling program Page 8 of 14
Sample Vacation Request IVR Call Flow The following diagram shows a sample Vacation Request IVR call flow: Welcome to your company s Vacation Request program Please enter your employee ID Not found ID is not on file. Let s try again. Correct ID password does not our records. Let s try again. Thank you, please enter your password 2 times Correct birth date Correct password password is not on file. Let s try your birth date. Press 1 to retrieve your vacation balance or press 2 to submit a vacation request Press 1 Press 2 Your current vacation balance is x Provide your requested vacation day/period Thank you for using your company s Vacation Request program Thank you for using your company s Vacation Request program The Vacation Request is sent to your supervisor for approval, who receives a notification via Syntellect IVR to approve/reject your request. You are then notified of your supervisor s response. If your Vacation Request is approved, your vacation balance is updated. Page 9 of 14
Sample Sick Leave Request IVR Call Flow The following diagram shows a sample Sick Leave Request IVR call flow: Welcome to your company s Sick Leave Request program Please enter your employee ID Not found ID is not on file. Let s try again. Correct ID password does not our records. Let s try again. Thank you, please enter your password 2 times password is not on file. Let s try your birth date. Correct birth date Correct password Press 1 to retrieve your sick leave balance or press 2 to report a sick day/ period Press 1 Press 2 Your current sick leave balance is x Report your sick day/ period Thank you for using your company s Sick Leave Request program Thank you for using your company s Sick Leave Request program Your supervisor is notified via Syntellect IVR of your Sick Leave and your balance is updated Page 10 of 14
Reporting Syntellect Reporting is an easy to use Web based tool for generating detailed and summary call detail record (CDR) reports from data collected by the Syntellect IVR platform. Syntellect ensures that information for all inbound and outbound calls is recorded and stored in the database thus making this data available for reporting purposes. With its ability to access and analyze data, Syntellect Reporting is a valuable tool in decision making and ensures that the customer is informed about their business. Further, because Syntellect Reporting provides open access to the Web pages and data for customization, it is easily extendible. This enables clients to add Web pages and reports, and log additional data through the IVR system. Data collection and CDR reporting is centralized with the Web server based approach of Syntellect Reporting. Multiple servers send their data to a common database that is accessed by Syntellect Reporting, enabling a simple and consistent deployment. The open architecture and design philosophy encourages extensibility and customization to meet specific business needs. Customers can choose to skin the reports to the look and feel of their business by easily modifying the Web pages. Others may choose to bypass the Web front and use third party reporting packages which access the database directly. Product Features Security Detailed CDR Reports Summary Reports Web based Accessible across the network User friendly graphical interface Password protected access Reports generated based on DNIS (number dialed) and/or application name Summary reports Detailed reports Ability to export reports to Excel format Extensible for additional reports Ability to specify where raw CDRs are stored [data store can be any ODBC compliant database (SQL Server, Oracle)] Maintain privacy by redirecting unauthenticated users to a common logon screen Generate reports showing statistics for every call taken by Syntellect within a specified date range or by application/service Quickly produce a summary of total minutes and calls for the applications and services running on the system Page 11 of 14
Implementation and Deployment Syntellect Workforce Management IVR is designed to work within a variety of customer environments by using industry leading hardware and telephony interfaces. This type of open environment enables customers to connect with a Syntellect IVR platform through a number of methods, depending on the business architecture. Because of its stable and robust configuration, not only is our IVR system highly scalable and supports an unlimited number of simultaneous callers, but it also allows customers to run multiple Workforce Management applications on a single IVR system. System Sizing When determining your system s needs, the Syntellect Workforce Management IVR platform must be properly sized (in terms of total ports, telephony cards, and servers) for current and future capacities. We will consider the following questions when determining your system requirements: Your largest shift size (i.e., the potential number of employees using the Workforce Management solution at one time) Percentage of workers who will use the Syntellect IVR system (i.e., number of employees who will rely on inbound and outbound calling to interact with the Workforce Management system, versus if applicable other methods of interfacing with Workforce Management such as the Web and punch clocks) Whether Syntellect IVR will provide inbound or outbound calling or both Whether a backup system is required (i.e., for an added level of security) Deployment Strategy: Hosted vs. Premise You can use one of two strategies when deploying the Syntellect IVR Workforce Management application: hosted or premise. The table below provides an overview and customer profile for each option. Strategy Description Customer Profile Hosted Premise SaaS Model: Customer pays a set up fee for initial configuration and a recurring fee monthly for the use of the application and services Syntellect will provide services from its collocation facility Customer purchases the turnkey system and installs/deploys it in house for management by their IT staff Syntellect provides system support for up to five (5) years at a cost Has a procurement philosophy to minimize upfront investment in capital infrastructure and IT resources is interested in paying per use and not owning the application or infrastructure Has a procurement philosophy that allows for owning of application and infrastructure Integration Methods The Syntellect IVR platform interacts with a business Workforce Management solution through a number of methods, depending on the company s requirements. Although Syntellect and your Workforce Management provider can advise you on the integration method best suited for Page 12 of 14
your architecture, some of the most common ways which Syntellect IVR interfaces with a Workforce Management solution include: Web services enables real time information ODBC connection enables full access to manage logging data Custom API enables a connection through existing interfaces Batch file upload/download does not require a constant connection to the Workforce Management system Suggested Deployment A typical solution for enterprises consists of dual Syntellect IVR systems that are evenly balanced by port, with phone network interfaces to a local PBX or PSTN switch. This type of deployment is shown in the following diagram: Some key features of the above deployment are: Load Balancing Redundancy Distributed Architecture Calls are equally distributed between Syntellect systems to share the call processing burden. Routing of calls to Syntellect is managed by the PBX or switch. Overall call processing is still maintained after individual failures in T1s, telecom hardware, and internal components with dual redundancy. Dual systems also allow maintenance programs to bring a system offline with the other staking calls. Servers are networked through the LAN (local area network) to backend information systems. Internal components such as speech engines can also operate on separate application servers with media streamed to Syntellect for better scalability. Page 13 of 14
About Syntellect Syntellect is a leading provider of self-service and live contact center solutions spanning the entire customer service spectrum. Our comprehensive solutions are designed to empower customers to achieve the best mix of automated and live assistance service with the flexibility to adapt to changing needs and conditions. At Syntellect, we help our customers create, maintain and continuously improve superior endto-end service for their customers. With over two decades of pioneering leadership and thousands of solutions deployed globally, Syntellect is a premier provider of enterprise-class contact center solutions for the utilities, financial services, government, high- technology, help desk, consumer products and healthcare industries. Page 14 of 14