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									          Call Recording Made Easy




Presented by Barbara Courneya
National Director of Contact Center Technology
Avaya Certified Contact Center Expert
800-431-1333, Ext. 6253 or 651-393-6253
bcourneya@nacr.com
                     NACR Quick Facts
•   Founded in 1993 by current CEO, privately held, entrepreneurial
•   Nationwide coverage
•   More than 400 employees and growing
•   $10 million in new and refurbished inventory
•   Avaya‟s largest Diamond and Platinum certified dealer
•   Numerous Awards                                         www.nacr.com
    –   Avaya Three-Star Service Provider, 7-time Avaya Business Partner of the Year
    –   Business Partner of the Year by both Plantronics 2005-2007
    –   Business Partner of the Year Eaton Powerware and Meru 2008
    –   First-ever Avaya Leadership Pillar Award Winner, 2004
    –   Consistently highest marks on Avaya‟s yearly Customer Satisfaction Survey
• Dedicated Contact Center, Unified Messaging & VoIP Specialists
    – Partner solutions to support the contact center: Nice, Verint, CallCopy, VPI,
      Conexus, CSI, Nexidia, Symon, Amcom, Monet, DDV, SimpliCTI, and more
• Highly skilled team of Microsoft, Cisco, Extreme Networks, Juniper and
  Avaya certified service engineers
    – Dedicated team of specialists with ACE-IP, CCNA, CCDA, MCSA certifications
• Design, implementation, & support professionals with extensive
  experience
    – Project Management Professional (PMP) certified team
• Performance Readiness Center to fully test applications before shipping
           Call Recording Legal Considerations
• Total Recording or Record on Demand to Comply with FTC
  Telemarketing Sales Rule requiring verification of purchase
   – Rule Stipulations
       • “without the customer‟s or donor‟s express verifiable
         authorization”…”express oral authorization which is audio-
         recorded and made available…”
       • “make and maintain an audio recording of the entire telemarketing
         transaction…”
• State by State Call Recording Regulations
   – One-Party vs. All-Party Notification
   – List of state requirements provided on web links
   – http://archive.aclu.org/issues/cyber/phonelaw.html
• Federal law makes it illegal to record both wireless and cell
  phone conversations outside of one party consent
   – Wireless and Cell Phone Scanners illegal to sell or have in
     possession
• Damage Claim Deterrent
   – Knowledge that recording exists often settles dispute
   – He Said / She Said
Payment Card Security Industry Data Standard
• PCI Standard created by major credit card companies
   – 12 broad security controls
   – Hefty fines
   – Prohibits retailers from storing card data
• Effective August 1, 2007 Minnesota became first state to turn a
  core requirement of PCI into law
   – Companies suffering data breaches, have to reimburse banks and
     credit unions for the costs of blocking and reissuing cards
   – They could also be subject to lawsuits filed by affected individuals
   – Applies to all companies that process > 20K card transactions
     annually
• Passed by House in Texas in 2007 but failed in Senate
• Media Encryption with call recording allows companies to comply
  with the PCI publications by encrypting all audio and screen
  recording for mass storage.
• According to VeriSign, 79% of failed assessments did not meet
  the requirement to protect stored data.
           Why Record? - The Business Needs
• Compliance: Industry Regulations ( FCC, HIPAA, OCC, FTC )
   – Not all storage media choices are acceptable in a court of law
   – Not all recording methods can assure 100% capture
   – “Cradle to Grave” tracking or “Proof of Sale” requirements
• Risk Management & Dispute Resolution
   –   Financial Services “was that trade $15,000 or $50,000”
   –   Insurance “I was quoted $38/month for this policy”
   –   Healthcare “You said this procedure was covered”..
   –   Hospitality industry “I was promised an upgrade..”
   –   Utility “I called 3 times about the downed power line”
• Quality Management
   – Agent performance monitoring              “Ultimately, the value of
   – Identify training needs                   technology is judged by
   – Fine-tune call handling procedures        how well it facilitates
• Business Performance Management              relationships”
   – Achieve business objectives               New Rules for the New
                                               Economy, Kevin Kelly
   – Business intelligence
   – Identify root causes
          Call Recording Benefits
    Improve                       Ensure                           Identify
   Customer                       Quality
                                                 Measure           Training
     Service                     Standards
                  Sales                        Performance          Needs
               Verification
 Evaluate
                                   Liability
 Customer                                                              Threat
                                  Protection       Capture
Satisfaction                                                          Tracking
                      Meet                       Testimonials
                   Regulations

        Share                             Identify
                           Resolve       Customer             Productivity
     Information
                           Disputes     Expectations         Improvement



               81% of Call Centers use Call Recording
               Non-Call Center Environments Are Increasing Usage
       The Importance of Quality Monitoring
You can't manage or improve what you don’t hear!!

What can be learned beyond the statistics?
                                             In the Prosci study, over
                                             75% of participants
•   Customer handling skills                 indicated that they
                                             monitor their agents less
•   Intonation                               than 10 times per
                                             month, with most of
•   Sales ability and techniques             them monitoring agents
•   Product knowledge                        only one or two times
                                             per month.
•   Technical knowledge                      Source: Call Center
                                             Learning Center: Call
•   Escalation procedures                    Center Best Practices
                                             Report
•   Adherence to policies
What Agents Have to Say About Quality Monitoring…
• “…just like a personal trainer, it really keeps you on top of your
job.”
• “My calls sound more professional because I am able to go back
and review a call I have taken to see how I can improve my next
call.”
• “It has allowed me focus on my tone to make sure that it's much
more professional than it had been before.”
• “…makes me more conscious of my productivity.”
• “I enjoy going back and reviewing my mistakes and doing this
helps me correct myself and improve as an individual.”
• “…enabled me to concentrate on specific weaknesses, or allowed
me to fine tune my strengths.”
      The Value of Quality Recording
Cross-Industry                                          Financial Services
                                                     “Cut new hire agent
“Customer satisfaction           Quality             turnover from 30% to 2%
rate rose by 8%                 Recording            to see an immediate return
-- Mitsubishi                                        on investment in training.”
                                                     -- Chase Mellon Bank
Utilities                                                    Telecom
“Overall quality                                          “First contact
scores have risen                                         resolution Improved
from 88% to 95%.”                                         from 73% to 90%.” –
Texas Utilities                                                     Intertwine
                                                         Insurance
Technology
                                 Outsourcing             “Policies sold to quotes
“Our CEM system has                                      given, has gone up 16%
                            “The system paid for
increased our                                            from 24.3% to 40.2% in
                            itself within the first 6
supervisors‟ productivity                                only six months.”
                            months, and we
by 30%”                                                  -- Canadian Direct
– Compaq                    anticipate an ongoing            Insurance
                            ROI of $240,000 per
                            year.” – Software Spectrum
         Call Recording Application Choices
Total Recording (aka Full-Time, 100%, Bulk Recording)
   – All Calls Recorded – system built for full-time recording
   – Used for Compliance and Risk Management
Selective Recording (aka Business-Driven Recording)
   – System built to record a subset of calls (e.g. calls from certain 800#s)
   – Can be used for partial Total Recording - recording certain all calls but
     triggered from the CTI events
Record-on-Demand (ROD)
   – Provides the user with the capability of user controlled recording
   – Three types of ROD:
       • Agent Initiated
       • Supervisor Initiated
       • Event-Driven ROD (e.g. access field on associated screen capture)
Quality Management (aka Quality Monitoring, Random Recording)
   – Monitor and improve agent performance in call centers
   – Random Sampling of Calls
   – Sometimes also utilize Live (“Real Time”) Monitoring through call recording I/F
Insight Recording (also called Precision Monitoring)
   – System built for Business Intelligence
   – Striving to record all calls for analytical and discovery purposes
            Call Recording Connection Methods
• Desktop Connection between telephone and PC
• Physical Station or Trunk tap
    – Most reliable interface often recommended for legal recording
    – Makes moves, adds and changes more difficult
• Analog ports or T1 physical connection
    – Service Observing
    – Avaya Single Step Conferencing
• Passive VoIP Sniffing and other VoIP interface options
    – Does not support dual connect home agent
    – Encrypted IP phones may not be able to be recorded
• Avaya Device Media Call Control (DMCC/CMAPI) VoIP
    – Supports multi-site call recording from centralized system
    – Does not support speaker separation for speech analytics
"The Quality Management recording market is the fastest growing contact
center segment, despite the maturity and commoditization of the traditional
functional component. The overall market increased by an amazing 106%
between 2005 and 2006. The contact center component of the workforce
optimization market increased by a very significant 44.7%"
                         Donna Fluss, President, DMG Consulting
   What is Computer Telephony Integration?
The integration of telephony and computer

 ?
resources at the application level for decision



   ?   ? ?       ?               ?
making & coordinated presentation to the user

  ?
  • Screen pop
  • Coordinated voice and data transfer



      ? ?
  • Intelligent Call Routing
  • Append information elements to record/survey


  ? ? • Agent login id


         ?
      • Customer Automatic Number Identification
      • Database information
  • Multimedia interactions
                              Desktop Connection
•   Desktop PC captures call recordings for local or file server
    storage.
•   Hardware device or modem used to connect voice
    conversation to the desktop PC.
                ADVANTAGES                                             DISADVANTAGES
Tends to be more cost effective for smaller         Reliability – Total recording is only accomplished via
operations – The required hardware and/or           voice activation which may not accurately capture start
software generally costs less than $500 per         and end of the conversation. This is best used in a
station. Standard .wav file readers used for PC     “record on demand” environment where the agent or
based playback are generally “freeware”.            supervisor control the start and stop of the call recoding.
Supports recording of all call types – both         Limited Information Elements – Finding the appropriate
external and internal calls can be recorded.        call record may be difficult as the information
                                                    automatically collected is often limited to date, time and
                                                    extension number. Additional information may be added
                                                    by the user. Some systems can capture Automatic
                                                    Number Information (ANI).
Investment Protection – Works with any              Will not capture the complete „Customer Experience‟
PBX/ACD and handset.                                - Recordings will not include holds, voice response, or
                                                    transfers to extensions that are not connected to their
                                                    own recorder.
Storage Options – Recorded calls can either
be stored in the locally attached PC or in a file
server.
         Sample Desktop Solution from CSI
Record Now
  • $250-$400 per workstation depending on requirements
     – Legal recording disclaimer, beep tone, etc. extra cost
     – Buy 5, Get 1 Free for AIRS conference attendees
  • Customer installable
  • Uses local PC or network file server as recording medium
     – Minimum PC requirements
            Microsoft Windows 95 and up
            133 MHz Processor
            16 MB RAM
            10 MB Available Hard Disk Space
     – Standard .WAV files can be played with any “freeware” .WAV player
  • Record on demand
     – Local or remote (if ACD supports) by supervisor using service observing
     – Agents can capture critical calls
  • “Bulk” recording can be activated when PC is booted
     – Voice activated recording
  • Information elements can be added for easier search
Recording Traditional (TDM) Telephony
               Three methods of TDM recording –
               • Trunk
               • Extension or Station Side
               • Service Observe or 1 step conferencing
                              Trunk Side Recording
• Recorder passively connected to TDM trunks
• Recorder channels are dedicated to specific trunks (1-to-1 relationship)
                         ADVANTAGES                                                 DISADVANTAGES

Captures the complete „Customer Experience‟ - Recordings            Cannot record Internal calls - Can only
will include everything the customer heard (e.g. holds, transfers   record External calls (both inbound &
etc.)                                                               outbound)

Reliability – Total (100%) recording available even without CTI     CTI “Sensitive” - In event of CTI failure
(requires Call Detail Recording or limited search capabilities)     it will be hard to find recordings
Flexibility – Not “sensitive” to Move/Add/Change (MAC‟s)            TDM trunks only
MAC‟s do not force reconfiguration of the recording equipment       IP trunk recording not supported
Device independent - Supports recording of all phone types          CTI Integration is required if you want to
including encrypted IP phones                                       block certain extensions from recording
investment protection – Upgrade to switch does not typically
require changes to the recording system (for example upgrading
to a hybrid switch with IP phones will not require changing the
recording equipment)

Costly - Most cost effective for larger operations, where there
are typically more stations to be recorded than trunks which is
not usually the case with a call center

Location independent – potential to support remote agents
branch sites when trunks are centralized with call logger
            Extension side recording (TDM)
•   Passive tap into the line that connects the
    switch to the telephone punch-down block
•   A cable is installed so that each extension
    connects directly to a recording channel
    (“port”) in the recorder (1-to-1 relationship)

               ADVANTAGES                                           DISADVANTAGES
Reliability - The most reliable recording method   More complex installation - connections are required
(not CTI dependent)                                to each extension to be recorded
Supports recording of all call types – both        “Sensitivity” to Move/Add/Change (MAC‟s)
external and internal calls can be recorded        MAC‟s force reconfiguration of the recording equipment
Tends to be more cost effective for smaller        Will not capture the complete „Customer Experience‟ -
operations                                         Recordings will not include holds, IVR or transfers to
                                                   extensions that are not connected to the recorder
Redundancy - Supports redundancy                   Costly solution for large centers - a recording channel
                                                   is required per each recorded extension
                                                   No investment protection – Upgrade to switch might
                                                   require changes to the recording system (for example
                                                   upgrading to IP Phones which can‟t be tapped)
                                                   Device dependent - Different interfaces depending upon
                                                   extension type (no IP phone support)
Recording with Service Observe or 1 Step Conferencing
  • Recorder connects directly to the switch
    typically using DS-1 boards
  • Simulating Service Observation or
    Single Step Conference Via CTI
                 ADVANTAGES                                             DISADVANTAGES
Cost Effective - Can be cost effective when            Selective only - Does not support Total Recording
recording only a few calls selectively                 (typically uses limited number of T1‟s)
Flexibility – MAC‟s do not force reconfiguration of    CTI dependant – 1 Step Conference Recording
the recording equipment                                dependant upon Computer Telephony Integration
Flexibility - Can support recording of all phone       Requires switch configuration – DS1 cards and
types, including encrypted IP phones                   configuration of switch resources is required
Supports recording of all call types – both            “Sensitivity” to switch resources – Service Observe
external and internal calls can be recorded            requires switch resources (3 timeslots per recording)
Can work alongside Trunk side - Can be used            No investment protection – Upgrade to switch might
with trunk side recording to record certain internal   require changes to the recording system (for example
calls                                                  upgrading to pure IP system)
Can support complete „Customer Experience‟             Could impact manual service observing - With some
– requires the use of Customer Experience              switches, stations being recorded cannot also be
Service Observation not available on all systems       simultaneously manually observed by supervisors
Location independent – potential to support            Vendor ACD Specific - Not all vendor ACD switches
remote agents and branch PBX‟s                         support these means of call recording
                VoIP Recording (Port Mirroring / Passive
                “Sniffing” or “Spanning”)
•   Recording based on network switch port mirroring
•   The network switch can be configured to port
    mirror IP phones, entire voice VLAN‟s or gateways
                   ADVANTAGES                                              DISADVANTAGES
Software only option - Can be provided as a software      Dependant upon network switches‟ capabilities
only recorder without dedicated, “proprietary” loggers.   - Requires network switch to support specific port
Customer provided hardware still required.                mirroring modes and capacities
Simplified installation - Process easier when             “Sensitivity” to network performance - solution
compared with traditional recording (only requires        is based on IP and is subject to the customer‟s
network connections)                                      network conditions, outages, and packet loss
Centralized Recording - Multi-site configurations and     Device dependant– supports only IP phones (can
Virtual Contact Centers can potentially be recorded       not record Analog or digital devices)
from a single point
Scalability - Expanding recording capacity doesn‟t        Often No Support for Encryption - Encrypted IP
necessarily require adding hardware                       phones may not be able to be recorded
Flexibility – Not “sensitive” to Move/Add/Change          CPU “intensive” – providing high-density system
does not force reconfiguration of recording equipment     (100‟s of channels per server) requires strong
                                                          CPU‟s to perform the “sniffing” tasks
Cost effective Redundancy - Fault tolerant
architecture makes it easy to achieve redundancy
                     Duplicate Media Streaming
• Alternative VoIP call recording with
  Cisco ICM and Nortel
• Cisco ICM
    – Supports Application Invoked
      Recording or Automatic Recording
    – Requires Computer Telephony
      Integration
    – If remote site goes into survivable
      mode, call recording is lost

• Nortel Symposium Audio Delivery
    – Transmits a duplicate Real-Time
      Playback (RTP) stream from the
      agent‟s extension directly to the
      ULTRA VoIP Acquisition Module
    – This feature is supported in station-
      side tapping environments only.
    – Requires Meridian Link Server
      computer telephony integration
              Avaya VoIP Recording via Device
              Media Call Control (DMCC aka CMAPI)
•   DMCC interface emulates bank of IP softphones
•   These IP phones can observe any other phones (IP or TDM) for recording
•   Reliable way to record IP phones
                ADVANTAGES                                         DISADVANTAGES
Investment protection - Simultaneous support     May not be suitable for compliance/legal requirements
for TDM, IP or mixed environments                – More single points of failure than trunk or station tap.
                                                 May be duplicated to improve reliability.
Centralized Recording - Multi-site               “Sensitive” to DMCC/CMAPI Connector Server failure
configurations and Virtual Contact Centers can   – if the connector server is down recording is disabled.
potentially be recorded from a single point      Remote AES and logger can be provided for survivability.
Simplified installation - process easier         Requires switch configuration – may require additional
compared with traditional hardwired recording    hardware ( e.g. CLAN, Media Processor Cards).
Software only solution – Doesn‟t require
recording boards
Flexibility – Not “sensitive” to
Move/Add/Change
Device independent - Supports recording of
all phone types including encrypted IP phones

Scalability - Expanding recording capacity
doesn‟t necessarily require adding hardware
            Call Recording Storage Methods
• Digital Audio Tape (DAT)
   – DAT has the ability to record at higher, equal or lower
     sampling rates than a CD (48, 44.1 or 32 kHz
     sampling rate respectively) at 16 bits quantization.
   – Must load archived tapes for access to call recording
• DVD
   – Approximately 7 GB per DVD
   – Must load archived DVD for access to call recording
• Direct Hard Disk
   – Avaya DMCC G.729 approximately 6 Meg per hour
     of recordings
   – Cisco IP approximately 12-13 Meg per hour
   – Requirements vary by compression algorithm used
     by various call recording vendors
   – Standard compression uses 1GB for approximately
     180 hours of call recordings
                   Centralized Storage
•   Business driven, automated archiving – Eliminates manual and time consuming
    tape management by automating archiving and retention of interactions, based on
    user-defined business driven rules for archiving: what, when, where and how to
    archive
•   Selective retention – Automatic rules-based deletion of interactions based on any
    CTI criteria and/or age of recording.
•   Multi-site and multi-system support – Supports multiple capturing systems and
    multiple sites for centralized data and archiving management.
•   Scheduled data transfer – Scheduling engine for off hours processing minimizes
    impact on the network during peak hours.
•   Mass storage support – Support for virtually any kind of storage device and any
    topology (e.g. NAS, SAN, CAS, etc). Integrates with leading storage vendors, such
    as EMC (including Centera), IBM (including Tivoli Storage Manager), Network
    Appliance and more. Supports multiple capturing units of different types.
•   Full redundancy available from most call recording providers who support
    centralized storage for both the archiving and retrieval operation.
•   End-user transparency and fast retrieval – Automatically retrieves archived
    interactions upon request without the need for human intervention and with full user
    transparency. When searching for and playing back a call, the actual location of the
    recording is transparent to the user.
•   Advanced compression and file export options – Interactions can be captured
    and stored using industry standard compression (G729, G723) to minimize network
    bandwidth impact and storage requirements. In addition, files can be exported to
    standard *.WAV format.
•   Compliance - Meets regulatory requirements for disaster recovery, business
    continuity planning (BCP) and data retention.
    Screen Capture Completes the Picture
• Navigation Skills
• Data Entry
• System Knowledge
• Process Problems
• Accuracy of Information
• Multimedia Contacts



•Screen Capture Contact Recording Modes
     •Total – requires more storage than voice calls
     •Events Recording – Every time the defined events occur on the screen,
     recording is initiated
     •Schedule-Bound Recording – Only a percentage of the interactions are
     recorded based on schedules
•Interactions are labeled and stored in the recording system to be played
back, evaluated, archived, etc.
•Provides effective solution for monitoring performance of off-phone agents
                 Multichannel CC Prevalence
• More than four in five centers (83.9%) handle customer email
  transactions. Only 43.7% of them have an email response management
  system in place to enhance email routing, tracking and reporting.
• Just over half (55.4%) of centers support a Web self-service application,
  with the most common features of these apps being FAQs, customer
  access to personal accounts, help options, and a knowledge based
  search engine.
• Web chat in contact centers appears to have reached a plateau -- 15%
  of centers surveyed this year currently handle chat transactions,
  compared to 15.6% in the 2005 ICMI study.
• Web callback transactions also show little growth -- with just 9.3% of
  centers handling such contacts (down slightly from 10.9% in 2005).
  However, more centers today (58.4% vs. 50%) have their chat agents
  use Web collaboration tools during sessions with customers.
• Click-to-talk Web calls remain rare in contact centers: only 6% of centers
  surveyed currently handle such contacts (up slightly from 4.3% in 2005).
• Only 29.4% of respondents reported having a multichannel contact
  management system in place in their center.
                                         Source: ICMI 2007 Survey
  The Ultimate AnyMedia Contact Center
      EMAIL, FAX,
       Voice Mail                                 MIS

           Messages                                                          Universal
                                        Skill   Skill Skill        Skill      Agent
H.320, H.323    Video &     Rules       Text          Email
                                                                   Live
   H.324        Data        Based       Web
                                                Video
                                                      FAX
                                                                  In/Out
                                        Cell          Voice
Switched or    Web         Priority                                Call
                                         IM           Mail
  Packet
               Audio      Processing   Priority Priority Priority Priority

               In/Out
               Calls
  Circuit Switched
                           Common Service Queue
       Voice               Common Reporting Vehicle
     “When it comes to customer contact, it‟s all about
     being accessible and giving customers choices.”
                                Incoming Calls Management Institute
   Who Are the Players in Call Recording?
Quality Management and Liability Recording Vendors Reviewed
                                                    cc: Discover
                                                                Product                        Benefits
                                                               cc: Voice   Call recording engine able to record 100%,
             cc: Voice
                                                                           random, event driven, or on-demand. Digital,
                                            cc: Screen
                                                                           VoIP, CTI-based, or blended environments.
                                                               cc:         Provided with all call recording systems, cc:
                                                               Quality     Quality enables you to build a diverse set of
                                                                           individually tailored quality evaluation forms.
                                                                  cc:      Internally developed screen recording engine.
Analytics                   cc: Discover                          Screen
                                                         cc: Quality       Can record agent movements synchronized to
                            The CallCopy Suite                             audio or stand alone for email and chat. Records
                                                                           in Terminal Services, Dual Monitor, and in non
                                                                           CTI environments
                                                               cc:         Enables additional security features to meet
                                                               Security    regulatory standards which Includes API initiated
            bcc: Security                   cc: Survey
                                                                           blackout events, encryption of all client-server
                                                                           communication & stored recordings.
                                                               cc:         Measure customer satisfaction by utilizing
                                                               Survey      cc:Survey IVR based system. Offered in both
                                                                           Hosted and Premise based solutions.
                                                               cc:         Offers key word spotting, emotion detection, and
                                                               Analytics   stress analysis
        OnviCord Call Recording
        Complete & Comprehensive Platform
• Base Features
   Full-time recording   • Enhanced Features
   Selective recording      Random recording
   Live monitoring          Rules-based call selection
   Voice and data           Search by customer data
    recording                Graphical displays
   VoIP and TDM             Comprehensive reporting
    recording
                             Flags and comments
   Browser-based
    playback                 Remote playback
   Permission-based         Speech analytics
    access                   E-Learning
   QA Evaluation forms      Customer surveys
   E-mail integration
       “Best Kept Secret”
       Low Cost Alternative - CSI Virtual Observer
•   Supports Multi-Site Environments
•   Rules Based Screen Capture
•   Integrated Evaluation
•   Employee Performance Reporting
•   E-Learning/Content Delivery
•   VO Live – Live Panel, Live Desktop, Live Chat
•   Robust Custom Report Writer
•   Playback via Supervisor PC
•   Quality Monitoring without Computer Telephony Integration
•   Simple to Implement
•   IT and Telecom Friendly
•   Free software updates AND major product upgrades
    throughout ownership as long as on maintenance!
                 Workforce Optimization
• “…a software bundle consisting of agent-directed applications that help
  them work better.”                    Customer Management Insight

• “…the convergence of the four foundation contact center applications:
  workforce management, quality monitoring, e-learning and performance
  management.”                          Customer Management Insight

• “Workforce optimization as a call center strategy means that agents are
  seen as an important part of the greater enterprise. They are a group of
  employees that need to be treated with care, properly trained, coached
  and managed because they are the people who interact with
  customers.”                           Customer Management Insight

•   “…predicts that 30 percent of large enterprises will start adopting an integrated
    WFO strategy by the end of 2009…expects small-to-midsize businesses to
    catch on faster, largely because the value proposition is more attractive.”
                                               Gartner Group
•   “…help contact center managers achieve their four primary goals: improving
    productivity and reducing operating expenses; decreasing customer attrition;
    increasing revenue; and providing an outstanding customer experience.”
                                               DMG Consulting
   Call Recording Expands Business Intelligence
Using Workforce Optimization technology to target a specific area of business
to gain insight on behavior, industry trends, and overall business opportunities

• Speech Analytics & More             • eLearning and Coaching Modules
     –   Automatic Transcription          – Delivered to the associates desktop in
     –   Word Spotting                      a dynamic manner:
     –   Emotion Detection                    • Flat Files, Clips
     –   System Rules                         • Voice/Screen synchronized
     –   Screen Triggers                      • As part of agent‟s WFM schedule
• Quality Monitoring                  • Workforce Management
                                          – Forecasting
     – Shorter, more specific
                                          – Agent Scheduling
       evaluation forms targeted
       to the area of concern             – Real Time Adherence
     – Enables a greater sample       • Feedback
       size for evaluation                – Customer feedback on a specific
                                            interaction to ensure alignment
“…newer applications, speech analytics, performance management,
surveying and coaching, and the rapid adoption of IP-based recording
account for a significant portion of contact center revenue growth.” DMG Consulting
    Workforce Management Benefits
• Increase management effectiveness by automating forecasting,
  agent scheduling and productivity reporting
• Fine tune operations as needed by getting a near real-time pulse
  of contact center activity
• Increase forecasting accuracy by factoring in a variety of
  methods and historical patterns
• Improve customer service and maximize the overall efficiency of
  your center by creating schedules that incorporate each agent‟s
  unique skills and proficiencies while meeting service level goals
• Reduce workload and increase agent satisfaction by including
  agent preferences, letting them swap shifts and request time off
  online
• Reduce staffing costs for centers while improving customer
  service and employee morale
• Use real time adherence tools to verify that agents work their
  assigned schedules
• “What If” Scenarios allow for rapid modifications to address
  changing needs
                                       •Quality
                                    •Productivity
Sample Agent Dashboard             •My Coaching
                              •My Latest Evaluations
                            •Quality this month vs. prior
                         • Productivity this month vs. prior
Sample Agent Coaching Package
Positive Reinforcement & Coaching Tips
                          By having both
                          positive
                          comments and
                          helpful
                          coaching tips
                          the agent
                          receives
                          specific
                          positive
                          reinforcement
                          & improvement
                          opportunities,
                          and the coach
                          has well-
                          phrased
                          coaching tips

Add a clip of the actual call; and, the agent can self-evaluate.
WFM Customer Results
    “Staff planning shows us where adding people makes
     sense, and more importantly where it doesn‟t. We‟re
     handling more calls, with less staff, and at lower costs
     than ever before.”

    “…has given us the ability to accurately forecast our
    business requirements, which in turn has helped us
    achieve accuracy and flexibility in scheduling. Our
    improved efficiency has enabled us to control headcount
    growth while maintaining strong service levels.” As a
    result, the company has saved more than $500,000
    annually.
    “Improved forecasting and scheduling allowed us to
     reduce agent occupancy, resulting in a 40% decrease in
     turnover.”

    “Before we installed WFM, we handled about 30 percent
     of our calls in 30 seconds. Now, we're fielding about 80
     percent of our calls within the same time frame.”


    “Skill scheduling allowed us to improve our
     service level from 56% within 45 seconds to
     over 80% within 20 seconds, while reducing
     costs 35% at the same time.”
Workforce Management Customer Results

        “We experienced 4-6% improvement in our service
         levels, without increasing the number of agents.”


        “Not only are we doing a better job, but we are
         doing it in 40-50% less time.”


        “Our contact centers are exceeding service levels,
         and abandoned calls have decreased 43%.”


        “We are better able to schedule for peak demand and actually
         reduced our plans for hiring 5-10 new agents.”
                    First Contact Resolution
•   “One in three respondents to a survey by Dimension Data ranked
    improvements in first-call resolution (FCR) as the first, second or third
    most important factor in impacting customer satisfaction if it improves.”
                                                   Dimension Data
•   “…an organization‟s bottom line is directly affected by reduced contact
    volumes resulting from higher First Contact Resolution rates.” Merced Systems
•   “CSRs are the interface to handle customer issues and if you do not properly
    train, empower and equip them to handle customer issues and be a listening
    post when back-office processes and procedures fail, the impact can be
    tremendous.” First Call Resolution—It’s Impact and Measurement, www.metrics.net
•   “A key differentiator between Best-in-Class and other firms is the
    empowerment that Best-in-Class give to CSRs (customer service
    representatives) not only to solve problems but also to sell products and
    services to address customer needs.”         The Aberdeen Group
•   “A study by Portland Research Group found that the average consumer
    must call a company 2.3 times before having their issues resolved, and that
    future purchase intent drops from 76% to 55% with the second contact.”
                                                   destinationCRM.com
•   “FCR is the foremost KPI in evaluating a contact center's overall
    operating performance.”                  Yankee Group, 2008
               Measuring First Contact Resolution



Customer Satisfaction Surveys 29%           Call Statistics Calculation 38%




Call Quality Monitoring 10%
                                           Agent Call Log/Tick Sheet 23%



                         Source: Ascent Group Customer Survey, 2008
      Customer Perceptions Matter Most



• 362 companies surveyed
• Asked, how many thought they
  delivered a „superior experience‟
  to their customers? Response
  80% said yes
• Their customers were asked how
  many of the companies actually
  delivered a „superior experience‟?
                  8%
  Response only ____ did!
 Most AIRS centers report high satisfaction ratings but was it really a
 “superior experience”? How can it be improved? Ask your customers!
              World-Class Contact Centers Monitor
              Quality by Measuring Customer “Delight”
Each week contact at least 5 customers and ask:
   •   What do you love about our service?
   •   What do you hate about our service?
   •   If you provided the service, what would you change?
Consider average response rate and cost when choosing a survey.
       Survey Type Characteristics         Automated IVR   Telephone      Mail
 Average Time Between Service
                                             50 seconds     30 hours     5 days
 Experience and Evaluation
 Average Response Rate                       60 percent    40 percent   20 percent
 Data Entry Errors                            Minimal       Medium        High
 Survey Cycle Time                            31 days       37 days      54 days
 3-Minute Survey (Numeric Data Only)           $0.90         $12.00       $5.00
 1-Minute Survey                               $2.00         $14.00       $7.50
 (Numeric Data With Open-Ended Question)
According to a 2007 ICMI survey on performance metrics conducted by ICMI,
one in three centers today (29.3%) do not ask the customer for feedback.
            Integrated Feedback Surveys
•   The ultimate calibration tool
•   Ties survey results to recorded call and quality evaluations
•   Customer automatically delivered to survey following call
•   Immediate response captured with agent ID
Finding the Calls You Really Need to Hear
                         High emotion level on the
                         customer’s side of the call

                         Mention of words that
                         indicate dissatisfaction

                         Agent puts customer on hold
                         - probably for consultation

                         Agent accesses certain areas
                         of knowledge database

                         Search for repetitive words
                         or phrases

                         The customer gives a low
                         service satisfaction score
    DMG Identified Benefits of Speech Analytics
•   Reduced Operating Expenses
•   Improved Quality
•   Enhanced Customer Experience
•   Increased Revenue
•   Reduced Corporate Liability
•   “Perhaps even more compelling, organizations can identify
    and document the impact of sales and marketing initiatives
    and operational issues (such as a billing problem) on the
    contact center and other functional organizations.”
                                           DMG Consulting
    “The payback period from successfully
    implemented speech analytics applications
    is approximately 9 to 12 months.” DMG Consulting
            Actual Sample Customer
            ROI with Analytics
                                       Improvement
                                    Automated   Precision
        Metrics                     Random QM   Monitoring

•   Agent Productivity               3-10%       8-20%
•   Customer Satisfaction/Loyalty    5-12%      10-23%
•   Quality Scores                   5-15%       7-20%
•   Agent Turnover                   2-4%        5-8%
•   First Contact Resolution         1-7%        6-20%
•   Sales Conversion                 8-15%      10-25%
•   Reduced Training Time            5-10%      10-20%
•   Reduced Call Volume                          1-5%
•   Improve Systems/Self-Service                 1-7%
•   Reduced Risk / Liability                    .5-5%
Gartner‟s Contact Center WFO Magic Quadrant

Evaluation criteria:           As defined by Gartner, “Leaders in the
• Market understanding         WFO market provide functionally broad
• Product/service              and deep WFO software portfolios that
• Offering (product)
  strategy
                               can be deployed and supported globally.
• Customer experience          They are suitable for all sizes and
• Innovation                   complexities of enterprises and have
• Overall viability            broad industry coverage. Revenue is
• Business model               strong, and new references are readily
• Sales execution/pricing      available.”
• Marketing strategy
• Marketing execution
• Sales strategy                    Source: Gartner, “Magic Quadrant for
• Operations                        Contact Center Workforce Optimization,”
• Vertical industry strategy        Jim Davies, Sept. 26, 2008
• Market responsiveness/
  track record
• Geographic strategy
         Who Are the WFO Players?
Nice Recognized as WFO Leader
in Gartner‟s Magic Quadrant
                          According to Gartner,
                          NICE leads the
                          market with the best
                          comprehensive solution for:
                          • Recording

                          • Quality Management
                          • Workforce Management
                          • Interaction Analytics
                          • Performance Management
                          • Coaching
                          • Customer Feedback

                        Source: Gartner Magic Quadrant for
                        Contact Center Workforce Optimization
                        Sept. 26, 2008
Nice Perform Packages                              Interactions   Standard   Advanced
                                                   Package        Package    Package
My Universe Quality Monitoring                                    X          X
Business Analyzer – interactions evaluations and   X              X          X
audit trail modules.
Reporter                                                          X          X
Rules Manager - Scheduler, Storage (when           X              X          X
Storage Center is part of the solution)
Rules Manager – Scoring and Classification                                   X
Monitor                                            X              X          X
Recording On Demand (ROD)                          X              X          X
List Editor                                        X              X          X
System & User Administrator                        X              X          X
Forms Designer                                                    X          X
Call Flow Analysis (CTI events)                                              X
Nice Feedback Customer Survey                      Optional       Optional   Optional
NICE Coaching                                                     Optional   X
ScreenSense                                        Optional       Optional   Optional
Storage Center                                     Optional       Optional   Optional

     Nice Express offers lower cost version for smaller contact centers.
 Nice/IEX TotalView WFM Solution




A comprehensive solution for managing
      contact center performance
NICE SmartCenter – High Performance, Delivered




                  Sites /
                  Regions


 Leading solutions in every category, unified within a Service-Oriented
    Architecture, supported by proven implementation methodology
Supervisor Dashboard
Access and View Agent Schedules
Customer Feedback vs. Evaluations
                 NICE Perform
                 Insight from Interactions
Interactions                 Insights
                                             Improve first-contact
                                             resolution

                                             Uncover operational
                                             inefficiencies

                                             Identify high-risk
                                             customers

                                             Thwart competitor
                                             activities

 Customer data                               Better understand
                                             customer needs

                                             Monitor campaign
                                             effectiveness

                                             Identify knowledge
                                             gaps
                          NICE SmartCenter in Action
                          Reduce Average Handle Time



                                    Performance
   Interaction                      Dashboard                      Interaction
   Analytics                      • Indicates South                Analytics
 • Ongoing analysis of              region agents have           • Longest hold times
   hold time and other              35% longer hold                are found in new
   parameters                       times on average               service inquiries




  WFM and Coaching                                                Coaching Package
• Agents receive                     WFM
                                                                • Training manager
  schedule update                  • Schedules coaching
                                                                  creates best practice
  notification and take              session at optimal
                                                                  coaching package
  the coaching                       time for South region
                                                                  explaining how to
  package                            agents
                                                                  reduce hold time


                               Receive right-time indication of issue
                               Use customer insight to understand reason
                               Take proactive action to improve service level performance
     Complete Incident Information Management
     The NICE Approach to Public Safety
                              • Detect events through advanced
                                analytics and transition from
                                responder to preventer
                              • Verify the situation‟s severity
                                through complete incident visibility
                              • Resolve the situation applying an
                                automated incident response
         360° Incident View
                              • Investigate wisely using linked
                                databases
                              • Prosecute based on complete
                                360º view of incident
                              • Improve operations based on
                                activity analysis reports
57
     The Power of Incident Information Management
                             GIS/AVL/CAD
                                                       Video


         Voice



                                                    Photos/TXT MSG


                                NICE Inform

     • Easy to access
     • Easy to reconstruct
     • Easy to share                          • Central repository of
                                                incident information
     • Easy to protect
                                              • Digitally secured
     • EASY TO CONTROL                        • Access controlled
58
                               WFO Market Share Leaders
   Internet Protocol (IP)       Workforce Optimization          Speech Analytics           Quality Monitoring
         Recording                 with Recording
        2008 Quality                                          2008 Speech Analytics          2008 Voice/Data
                                      2008 Quality
    Management/Liability                                       Market Report, DMG           Recording/ Speech
                                  Management/Liability
  Recording Market Share         Recording Market Share            Consulting                Analytics Market,
           Report,                       Report,               (based on number of       Tern Systems (based on
     DMG Consulting                 DMG Consulting               implementations)            CSR shipments)
(based on total IP recording      (based on WFO and
          revenue)                 recording revenue)
        19%                            17%                          14%                          10%
 4%              46%            8%            41%            8%             42%            14%
                                                                                           19%         57%
       31%                              34%                        36%




        Verint Witness
        Actionable Solutions                   Nice               Autonomy eTalk                Rest of Market

               21%                    20%     30%                 25%       32%                 14%
      32%                                                                                               43%
                                                                                          18%
         19%      28%                 34%      16%             18%       25%                     25%



  Workforce Management           Workforce Management        Workforce Optimization       Workforce Optimization
                                         Services                                                 Services
    2008 North American          2008 North American Agent   2008 North American Agent   2008 North American Agent
     Agent Performance            Performance Optimization    Performance Optimization    Performance Optimization
   Optimization Markets,         Markets, Frost & Sullivan   Markets, Frost & Sullivan   Markets, Frost & Sullivan
      Frost & Sullivan            (based on WFM services        (based on WFM+QM            ( based on WFM+QM
   (based on product and                  revenue)               revenue combined)       service revenue combined)
      services revenue)
         Verint Unified Solution Portfolio




Verint Express offers lower cost solution for smaller contact centers.
               Analyst Praise for Verint Analytics
    “Verint is furthering growth by
positioning its recording technology at
 the centre of an up-market analytics
  offering aimed at enterprise users.        “Saddletree Research

APO tools (and the new generation of
                                           views the Verint approach
analytical add-ons) are the best way       to speech analytics as the
 to identify weaknesses and amplify
                                           most comprehensive and
 strengths in the entire chain of the
        customer experience.                efficient offering on the
                                           market today…Verint has
Customer-agent interaction recordings
   are being increasingly utilized to      set the competitive bar”
unearth intelligence that is of interest
 to users at various levels both within
   the contact centre as well as the
              enterprise.”
                                                    -- Paul Stockford
                                                 Saddletree Research
Verint Has Three Levels of Speech Analytics
             BUSINESS
              VALUE

                                                          ROOT CAUSE
  Find out what                                            ANALYTICS
you do not know                                          “TELL ME WHY”
      to look for



  Analyze impact                        CONTENT
 on known issues                     CATEGORIZATION




    Find isolated       KEYWORD
 calls of interest      SPOTTING




                                                                             INTELLIGENCE
                     Spot 20-200      Transcribe and     Mine categorized
                     defined words    index entire       calls and suggest
                                      call and extract   root cause
                                      concepts
Automated Root Cause with Tell Me WhyTM
TellMeWhyTM surfaces the        Customer Complaints
root cause of key
business issues
– Continuously mines all
                                               Change policy
  calls surfacing top drivers
                                       Technician didn‟t show
– No need to predefine terms
  or reprocess calls                             Activity fees
– Category wizard groups
                                           Wrong information
  contents of customer
  interactions
– Non-categorized calls are
  used as a reference group
  delivering true root cause
  for every category or
  search result
The ROI Behind Why Are My Customers Calling
Root Cause Identified –
Customers are unable to reset passwords on website, driving calls to the center


Online issues = 10% of all calls                        Service Call AHT = 7.5 minutes
                  issues = Calls
 Password ResetCustomer 8% to                           Online AHT =         9 minutes
                                                       Rep Reports Increase in
                Reset Password                         Calls to Management




                                                                  Average Cost Per Call
    Enterprise determines it is                                          $4.50
    too costly to change the Web
     too costly NOT to change
          Site Functionality
         web functionality
                                                 Management
                                   Web           meets with IT
                                                                   Possible Cost Saving
                                   Development                      $252,000 Annually
                    Autonomy eTalk Qfiniti
• Quality Monitoring - automated interaction recording and playback that
  streamlines complicated monitoring and evaluation processes
• Workforce Management - intelligent forecasting and scheduling for
  optimizing contact center staff
• Training - online training tools and integrated coaching features
  supplement classroom and one-on-one training programs
• Post-call Survey - automated customer surveys directly following a
  service interaction that provides direct and immediate feedback to the
  organization
• Performance Management - tools for assessing, improving and
  tracking performance in the contact center
• Interaction Analysis - the ability to process speech and text
  interactions based on their conceptual meaning to extract business
  intelligence
Qfiniti WFM takes into consideration
    •Desired service levels
    •Required forecast to handle the volume of contacts in each unique queue
    •Real-time monitoring of call volumes to forecasted agents
    •Skill types that match specific customer needs
    •ACD routing and queuing logic
    •Agent work preferences
     Call Recording Return on Investment

    Reduced Costs                  Increased Productivity
    Monitoring Time            Improved Supervisor Performance
    Evaluation Time            Create Targeted Training Programs
  “New Agent” Training           Create “Better Trained” Agents
   Repetitive Coaching            Improved Agent Consistency
   Reduced Talk Times        Improved Agent Performance & Morale
 Reduced Agent Turnover



        Increased Revenue                  Reduced Risk
     Improved Customer Retention         Telesales Compliance
    Increased Upsell Opportunities         Customer Claims
Improved “Time to Market” for Products    “He said, She said”
Thank You!
Questions?

								
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