A web-based contact center performance analytics
application that gathers information from across
your customer interaction technologies and
provides goal setting, score cards and analysis
tools.
1. Benchmark & Identify Opportunities
2. Initiate Immediate Impact
3. Evaluate Results
Performance Optimization Solutions
Contact Center Analytics Outbound Staff Forecasting IB / OB / Blend Workforce Management Intelligent Call Optimization
Concerto – Focused on Contact Center
Business Solutions
Improve Customer
Satisfaction
Maximize Agent
Productivity
Control Contact
Center Costs
Greater Revenue
Opportunity
Business Challenge
-Management
•
How do you define, measure and modify complex business
goals?
– Single or Multiple sites
– Profit or cost center(s)
– Process & procedure analysis (internal and external)
•
How do you maximize productivity?
– Reduce churn
– Enhance individual’s potential
– Effectiveness vs. efficiency
•
Leveraging Customers
– Up sell, cross sell, retention, experience
– Direct feedback (product, marketing, competitive)
Business Challenge
-Technical
•
Consolidating Data
– Disparate systems
– Vast amounts of data
•
Presenting Data
– In understandable formats
– Across the organization
– Personalized & automatic
•
Security
•
Scalability
•
Implementation and maintenance
Analytics
+
Single application provides:
– Multi-channel integration
– Standardized agent ID management
– KPI Library
– Performance Scorecards
– Goal definition by skill level
Contact Center Analysis Challenge
Ware-house Goals
Delivery across the Organization
E nterpri se Data S ources Executives Agents
Complex Data transformed to Personalized Knowledge
Presentation Acquisition Consolidation Manipulation
Voice ACD CTI Quality CRM WFM Business Apps Marketing Payroll ODBC Legacy
Architecture
l
Analyzer Application
MicroStrategy 7i Data Warehouse with ROLAP Microsoft Internet
Information Server (IIS)
Windows 2000 Server User Access - Explorer 4.0+ - Netscape 4.0+ - Email -- Intranet portal - Desktop apps Print
ACD -Aspect, Avaya, Nortel, Rockwell Siemens Dialer-Avaya Concerto, Enterprise Sys Flat File/ ODBC Quality
Monitoring Workforce Management
Microsoft SQL Server Universal Import Engine
•
A Performance Optimization application
–
Built from the ground up for the Contact Center•
Delivers business metrics to the desktop
–
Internet Explorer & Netscape (4.0 >)•
Integrated data warehouse functionality
– MicroStrategy 7i integrated BI platform; provides extensive data analysis and scalability for large system installations
•
Automatically consolidates data from multiple systems
– ACD, IVR, WFM, Customer Service, Quality Monitoring etc.
•
Performance Optimization Agent Scorecard
– Library of pre-defined Key Performance Indicator’s – “Weighted” Key Performance Indicator (KPI)
•
Goal setting against selected KPI’s for ScoreCard
– Goals set according to level of experience, organization etc.
•
Full Contact Center Analysis reporting facility
–
Library of analysis reports–
Peak Period analysis–
Goal setting facility for performance metrics•
User-based pricing; not priced per agent
– Super, Power & Performance Users
•
Powerful Score Card delivers consistent performance communication to agents and supervisors•
Extensive library of Key Performance Indicators to easily set up Score Cards•
Flexible Goal Setter feature allows customized target levels by organization, skill level and application•
Visual indicators reduce supervisory time in reviewing performance to goals and identifying where to focus•
Roll up by organization structure provides a view of performance from the agent to the enterprise•
Drill down on agent level KPI performance shows day by day results during and over the review period•
Score Card distribution facility reduces administrative overhead and assures consistent communication ofperformance measurements
•
Ability to change review duration and see history allows managers to quickly identify trends and assess periodperformance (weekly, monthly, quarterly, annually)
Powerful Analytics Technology
•
MicroStrategy Business 7i Intelligence Platform
– Enterprise Capable BI tool
• Highly Scalable
• Excellent Performance
• Robust web based interface
– ROLAP
• Drilling
• Dimensionality
– Canned Reports
– Custom Reports
•
Reduced administrative overhead•
Integrated business intelligence platform provides easy to use, intuitive analysis tools on the desktop•
Goal setting for reporting metrics provides easy comparison of performance to baselines•
Permission based data access reduces report writing requirements•
Powerful and flexible report development resources for analysts and managers.Analyzer User Types
•
Power User- 1 included with Base System
– Standard system administrator
– Web based ad hoc report building / save capability
•
Performance User- 4 included with Base System
– Web access analysis user
– Permission based data security
– Desk top export- PDF, Excel, HTML
•
Super User- recommended usage by analyst or IT personnel
– Client software loaded on user PC
– Intuitive User Interface
– Boardroom Quality Reports
– Controlled Ad Hoc Reporting
Universal Import Engine -Integration
•
Current release Analyzer 3.3
•
Existing integrations
– Unison / Ensemble 4.x
– Conversations 4.x
– EnsemblePro 5.2
– Avaya Definity / CenterVu CMS
– Nortel Symposium
– Mosaix PDS 9.x
– ODBC, flat file import- various customer proprietary imports (promises kept, $ collected, agent paid time, etc.)
•
InfoCentric and Centergistics
Integration Example (EnsemblePro)
EPro
DB
Import Process Executes Stored Procedures & Fetches ResultsAnalyzer Warehouse
Final Results placed in Fact Tables for use by
Analyzer Results Placed in Temporary Staging Tables Mathematical Calculations Performed
•
Larger configurations will require a scalable architecture to support thousands of agents and hundreds of users•
Analyzer has been installed in multi-site installations that support over 1500 agents and 150 users•
The Analyzer architecture is easily scalable over multiple servers to support very large customer environments•
The underlying MicroStrategy 7i business intelligence platform supports customers with terabytes of data and over 10,000 users•
Customers can start with any size system and be assured that it can expand to cover your entire organizationSystem Sizing and Considerations
•
Configurations support single or multi-site installations
– 5 – 25 users
• Single Server
• 1 –2 processors
• 1 –2 GB main memory
– 26 – 50+ users
• Dual Servers (distributed modules)
• 2 processors per server
• 2 GB main memory per server
– Large configurations
• Triple servers (distributed modules)
• 2 processors per server
• 2 GB main memory per server
