How To Build A Networked System From Scratch

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Engage 2014

HP Qfiniti 10 is for you:

the why and the how

Steve Graff / September 22, 2014

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A conversation with Verizon’s

Ieas Farsakh

System Architect

and

Ehssan Ghanem

System Engineer

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SETTING THE CONTEXT

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Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 5

MANAGING THE CONTACT CENTER

AT VERIZON TELECOM

Ieas Farsakh

System Architect

• 5 years at Verizon

• 10 years call recording system experience

• Responsible for design, deployment, maintenance, and integration of call

recording and speech analytics

Ehssan Ghanem

System Engineer

• 15 years at Verizon

• 12 years call center support and call recording experience

• Responsible for managing call centers system: workforce, call recording

and speech analytics

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SETTING THE CONTEXT

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ABOUT VERIZON

The best, most reliable networks in the industry

• The largest U.S. wireless company with the largest 4G LTE network

• The largest and fastest all-fiber network in the U.S. • One of the largest, most reliable and secure global

networks

2013 revenues of $120.6 billion

#16 on the Fortune 500 (2014)

More than 177,800 employees worldwide

Using technology to address big challenges

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RESIDENTIAL/SMALL BUSINESS

FiOS Video is America’s most advanced network

• 5.4 million subscribers

• Up to 130+ HDTV channels, over 485 TV channels with mobile capabilities

FiOS Internet is the nation’s largest all-fiber

network serving customers with high-speed fiber

service

• 6.3 million subscribers

• Speeds up to 500 Mbps (megabits per second) both downstream and upstream

• 9.1 million total broadband connections

Key products and services

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CHALLENGES

& OPPORTUNITIES

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CURRENT INFRASTRUCTURE

Upgrade from old TDM to new Verizon

cloud solution and IP telephony

• Dispersed for data recovery

Data centers

• Multiple directional data centers

Remote screen capture

• Multiple contact centers spread across

the U.S.

• Range from “mega” to small contact

centers

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CHALLENGES

& OPPORTUNITIES

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CHALLENGES & OPPORTUNITIES

Challenge

:

Managing multiple lines of business

(LOB)

Business imperative

:

Integrate an enterprise solution but

customize to LOB needs

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CHALLENGES & OPPORTUNITIES

Challenge

:

Call center adds, moves, and closures

Business imperative

:

Easily move equipment and

configurations

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Challenge

:

Capturing entire customer experience

Business imperative

:

Track customer experience from

different channels and transfers

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CHALLENGES & OPPORTUNITIES

Challenge

:

Integrating with homegrown and third

party systems

Business imperative

:

APIs and exposed system features

Real-time data to act in real time

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Challenge

:

Managing security and PCI compliance

Business imperative

:

Adhering to external regulatory and

internal process compliance

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Challenge

:

Systems in multi-site data centers and

distributed call centers

Business imperative

:

Centrally administer a system and

configuration

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Challenge

:

Migrating users from different systems

Business imperative

:

Intuitive GUI interface and relevant

features

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CHALLENGES & OPPORTUNITIES

Challenge

:

System availability and avoiding “flash

cuts”

Business imperative

:

Ensuring forward and backward

compatibilities

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Engage 2014

HP Qfiniti 10 is for you:

the why and the how

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21 Engage 2014

What is Qfiniti 10?

Workforce Optimization (WFO) modular suite

Unified modular suite designed to optimize

your business processes

• Quality monitoring and compliance recording • Multichannel analytics

• Planning, forecasting and scheduling • Performance management

• Customer surveys • Coaching and eLearning

Benefits of WFO

• Improve operational efficiencies • Drive interaction effectiveness • Provide positive customer service • Increase revenues

• Reduce cost of ownership through product integration

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Engage 2014

Qfiniti Advise

Qfiniti Observe

Qfiniti Survey

Qfiniti Expert

HP Explore

Qfiniti ICE

Qfiniti Optimize

Qfiniti WorkForce

HP Qfiniti 10

Modular workforce optimization suite

Multichannel analytics

Agent scheduling and forecasting

Interaction recording for quality and compliance

Intelligent recording and data attach

Agent evaluation and performance analysis

Desktop analytics and agent guidance

Integrated customer satisfaction surveys

Online coaching and training

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23 Engage 2014

Observe: Quality monitoring

Thin client access

• Full featured thin client interface • No desktop install

PC-based multimedia playback

• Standard player controls • Visual display

• WAV file visualization • CTI markers

• Coaching markers

Evaluation plans

• Automatic playlist creation

Random voice and screen capture

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Engage 2014

Observe: Liability recording

Numerous recording integration options

• TDM, VoIP, SIP Trunks, or Active Recording Interfaces

Enterprise Managed

• Single management interface • Automatic aging and archiving

Advanced Security

• Voice and screen masking and muting • Recording encryption

• Access controls • Audit trails

Fulltime recording of all customer interactions

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25 Engage 2014

Advise: Performance management

Easy to use scorecard creation

• Unlimited questions, performance areas and

scorecards

• Question weighting, auto fail options • Version control, reuse and access controls

Easy to score scorecards

• Collapsing groups • Spell check

• Evaluation markers

Easy to use reporting

• Enterprise wide reporting • Numerous output formats

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Engage 2014

Expert: Coaching and eLearning

User definable scorecards

• Build an unlimited number of evaluation forms

Attach recordings, scorecards and

surveys for easy retrieval

• Single click access

Notate recordings and scorecards

• Text notes • Book marks

• Coaching comments

Assign eLearning directly from the

evaluation process

• SCORM compliance eLearning delivery

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27 Engage 2014

Survey: Customer surveys

Immediate feedback of service

• Surveyed immediately after the call • Customers are invited to participate

Link surveys to agent

• Record the agent interaction and the customer’s

experience

• Link survey to agent’s evaluation

Link surveys to customer

• Attach CTI based demographic data

Easy to use user interface

• Easy to create and maintain

Integrated post-call survey solution

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Engage 2014

HP Explore: Multichannel analytics

Drive revenue growth

• Identify and leverage sales opportunities

• Gain insight into marketing and product campaigns

Improve customer experience

• Gain Voice of Customer (VOC) insights to foster loyalty • Reduce churn and maximize customer lifetime value

Increase operation efficiency

• Shorten handle time and allow more time for strategic goals • Identify repeat contacts drivers to reduce call volume

Analyze social media

• Detect social media trends before they impact the contact center

Monitor your brand’s reputation

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29 Engage 2014

Qfiniti ICE: PCI-DSS compliance

ICE enables

• Attach customer information to recordings for easy search and retrieval

• Classify recordings for archive and aging purposes

• Mask and Mute customer sensitive data in real-time from recordings

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Engage 2014

Optimize: Desktop analytics

Track application usage over time

• By user or by team

Application activity dashboard

• Application usage statics • Set compliance goals

Store user activity in HP hosted

Workforce: Forecasting, scheduling and planning

Integrated module streamlines

the process of:

• Multi-skilled forecasting • Multi-skilled scheduling • Intraday management • Advanced agent adherence

Communication framework

• Pop-up offers and reminders

• Social media standards of “like” and “dislike” • Carrier-independent text messaging

• Virtual agent shift swap board

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Engage 2014

Software upgrades

Benefits of staying current on your software

• New features and functions • Supportability/End-of-Life • Integration support

Costs associated with upgrading

• Downtime • Costs • Training • Complexity

A challenge, but a necessary one

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33 Engage 2014

Backward compatibility

Servers

• SQL Server (aka the Database Server) • SQL Server Reporting Servers

• IIS Server(s) (aka the Web Servers) • Qfiniti Observe recording servers • Qfiniti Survey surveying servers

Upgrading HP Qfiniti in multiple phases

Clients

• Supervisor/Admin Clients

− Qfiniti Desktop or Qfiniti Web Access − SysConfig and System Monitor

• Agent Clients

− AME/AMC (Screen Capture/Agent Console) − AutoLink (ICE) Supervisor/Admin Clients Observe/Survey Servers Agent Clients “Current” Version SSRS Web Server(s) Qfiniti Platform SQL Server

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Engage 2014 Supervisor/Admin Clients Observe/Survey Servers Agent Clients “Current” Version Qfiniti Platform SSRS Web Server(s) SQL Server Supervisor/Admin Clients HP Qfiniti 10

So how does it work?

Platform servers are upgraded

• In place database upgrade • Migration services

− Migrate data by team or site

• Upgrade IIS/SSRS

Phase I

Supervisor/Admin clients are replaced

• Users no longer use

− Qfiniti Desktop, Old SysConfig, Old System Monitor

• Users start using

− Qfiniti Web Access, New SysConfig, New System Monitor Upgrade/Convert Qfiniti Platform SSRS Web Server(s) SQL Server UG UG UG

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© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 35 Engage 2014 Observe/Survey Servers Agent Clients “Current” Version Supervisor/Admin Clients HP Qfiniti 10 Qfiniti Platform SSRS Web Server(s) SQL Server Observe/Survey Servers

So how does it work?

Once Phase I is completed and

stabilized…

Phase II upgrade of servers starts

• Observe voice/screen servers are upgraded • Survey servers are upgraded

• This phase may repeat several times until all servers

upgrades are complete

Phase II

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Engage 2014

So how does it work?

In parallel with or after Phase II, agent

clients can be pushed out

• In general, agents do not know that this is occurring

− No major changes to Agent Monitor Console

• This can happen in parallel with Phase II or after

Phase II has been completed

Final Phase

The Upgrade is complete!

“Current” Version Supervisor/Admin Clients HP Qfiniti 10 Qfiniti Platform SSRS Web Server(s) SQL Server Observe/Survey Servers Upgrade/Push Agent Clients Agent Clients

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37 Engage 2014

Features

Backwards compatibility

Unwind the complexity of upgrading

• Upgrading in phases reduces the complexity and the costs of upgrades

Reduce Downtime

• Keeps systems up longer • Reduces system outages • Reduces issues

• Allows for faster, more aggressive scheduling

Costs

• Reduces the number of people required to perform the upgrade

Support

• The then current version and three (3) versions back

• 10.3 supports (Nov 2014) 10.2, 10.1 and 3.5 SP2 Update 6

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Engage 2014

Limitations

Backwards compatibility

Designed as an interim solution

• Not designed as an end-state configuration

Once the upgrade starts, users can no longer use:

• Qfiniti Desktop or Old SysConfig or Old System Monitor

Until the servers are upgraded to the new version

• You can not take advantage of any new features associated with

the server software

• Each Observe System must be upgraded in its entirety.

Until the Agent Clients are upgraded to the new version:

• You can not take advantage of any new features associated

with the agent client software

• On any single desktop, the AME/AMC/ICE client must be of the same version

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39 Engage 2014

Qfiniti End-of-Life

End-of-Life Notice

Posted on customer.autonomy.com

“End of Support for Contact Center

Products”

Dated on June 9, 2014

Effective on July 1, 2016

What is currently supported?

Product Name Version Information Upgrade to…

AutoQuality All versions HP Qfiniti 10

Recorder All versions HP Qfiniti 10

Advisor All versions HP Qfiniti 10

Jass All versions No upgrade path

On-Demand Sound

Board All versions No upgrade path Survey 2.x, 3.x All updates and minor point releases HP Qfiniti 10

Qfiniti 1.x All updates and minor point releases HP Qfiniti 10

Qfiniti 2.x All updates and minor point releases HP Qfiniti 10

Qfiniti 3.0 All updates HP Qfiniti 10

Qfiniti 3.5 Sp1 All updates HP Qfiniti 10

Qfiniti 3.5 Sp2 Update 1 through Update 5 HP Qfiniti 10

EasyLink All versions and updates HP Qfiniti 10

Autonomy ICE All versions and updates HP Qfiniti 10

Qfiniti Explore All versions and updates HP Explore 3.6

Autonomy Explore 3.5 All updates HP Explore 3.6

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Engage 2014

Why upgrade to this version?

HP Qfiniti 10 – key differentiators



Delivers superior technology

• IDOL derives meaning from 100% of enterprise data (structured and unstructured) • HP Vertica provides advanced in-database analytics

• Massively scalable to handle the demands of Big Data



Supported by the strength of HP

• Aligned with HP’s global brand and reach of professional services • Continuous innovation driven by HP Labs



Positions the contact center within the broader customer experience strategy

• Qfiniti is integrated into the broader HP Marketing Optimization Suite of customer experience solutions

and products

• Integration into the attract, engage, convert and retain phases of the customer lifecycle assures that

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41 Engage 2014

Call to action: upcoming sessions

Session Day/Time Focus on:

2: Integrating WFO with the broader workforce environment

Monday/4:50 pm Agent performance and guidance optimization; delivery of superior customer experience

3: Workforce management and quality monitoring work better together

Tuesday/10:30 am Benefits of advanced workforce scheduling and forecasting

4: Award winning WFO: How Asurion and HP are creating a competitive advantage

Tuesday/11:40 am How a customer-centric focus benefits from WFO

technology, how innovation happens in the contact center

5: Voice of the Customer: You’re sitting on a goldmine of information!

Tuesday/1:30 pm Big Data and how it changes everything in the contact center; discovering actionable insights

6 & 7: Customer Advisory Panel:

Prioritizing your requirements on the HP Qfiniti roadmap

Tuesday/3:00 pm Developing a shared vision for the HP Qfiniti and HP Explore product roadmaps; celebrating a successful 2-day

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