COCKPIT. Interactive report, analysis and control tool for your 4Com solutions.

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1 COCKPIT Interactive report, analysis and control tool for your 4Com solutions

2 SOLUTION BENEFITS OF THE 4Com COCKPIT Simple report and analysis The 4Com Cockpit offers a completely new kind of analysis: It allows the clear design of professional reports and charts for the analysis and the representation of current monitoring and wallboard data as well as the intraday control. Service check at a glance All relevant service data of the 4Com solutions as well as data from external sources can be bundled, displayed, charted, evaluated and send by simply, quickly and clearly - a process for which conventional analysis tools often need hours, weeks or even months. Meaningful reports In no time at all, meaningful reports for the end-toend analysis are developed using the professional report and graphic generator. You create your individual Cockpit for your service business, enter all relevant data at a glance and can respond quickly. Business Intelligence (BI) The 4Com Cockpit also offers benefits in the area of Business Intelligence (BI) and Big Data: Relevant data from different sources for each service incident can be intelligently merged and analyzed. The processing sequences are transparent. Mobile use The Cockpit can also be used on the way: The relevant data are available on mobile devices, for example on ipads, iphones and Android smartphones and tablets. All service facts at a glance How well does the service center work? How many incoming calls have been handled? How successful is the current campaign? Service managers are constantly facing important decisions and need quick answers. The variety of data and the different sources make this a problem. The merger, the unified representation and the analysis of data are often associated with costs and delay the important modification in the day-to-day business. The cloud-based 4Com Cockpit as analysis center of the 4Com Suite solves this problem: It allows the profound evaluation of all data of all 4Com modules in one report tool as well as a 360-degree view of this data. Service incidents can be evaluated and analyzed end-to-end. You can also include your own external data sources, such as the PBX and the CRM system, in the evaluations and displays. That way, service managers understand the service performance at a glance and almost in real time. They are no longer solely dependent on historical reports, but can respond immediately. Evaluation and analysis for experts The interactive report and analysis tool 4Com Cockpit (powered by Qlik) is the ideal control instrument for service managers. All relevant data are merged at a glance and the Cockpit allows you a graphically prepared overview of the current performance and the comprehensive analysis of your service center. It provides the operational intraday control of all connected systems as well as the analysis of historic data. Tip: You can immediately move to the configuration of your 4Com modules by one click on the PC or mobile on the way. Applications of the 4Com Cockpit The 4Com Cockpit is suitable for the clear design of professional reports and charts, for the analysis, the representation of current monitoring and wallboard data as well as for the intraday-control. In addition, the Cockpit offers benefits in the area of Business Intelligence (BI) and Big Data. For this

3 REPORTS purpose, relevant data of a concrete service incident from different sources, such as recordings or calls, can be intelligently merged and analyzed. The processing sequences are transparent. Report generator In the 4Com Cockpit you can easily and quickly merge the evaluation functions of the individual 4Com solutions, without special programming skills. That way, your individual data from various systems are merged, evaluated and displayed at a glance. You decide which reports should be displayed: Whether user, group, service numbers or other reports, the key data are displayed according to your requirements and are updated every 30 minutes. You also select the form of representation and the type of chart. Tip: A quick change of representation is possible. This means that you can perform selected numbers, for example, first in a table and afterwards as a bar chart. With the graphic generator you quickly create a clear graphic out of a simple table. Associative data search Unexpected connections often provide new insights. With the 4Com Cockpit you can search for data directly as well as indirectly. You just decide where the search takes place everywhere or only in one field. To simplify the search, only those periods and report levels are offered for which data were collected. The data storage is made in the memory. That way, you get results within seconds in real time and you reveal unexpected weaknesses. Associative data search: For the selection of raw data in the filter view here as an example the data of the ACD - there are different default reporting types available. More reporting types can be configured by you if necessary. The possible dimensions of the selection are shown in white, the selected ones in red. Drilldown function The evaluation of the workload of your service center can specifically be broken down with just a few clicks. The practical drill down function allows a dynamic navigation through the data in any gradations. If necessary, you can extend or limit the required evaluation period (year/quarter/month/day/ time) as well as the evaluation level (user/group/campaign/ entrance). You do not have to create a new display. One click is enough, and the figures are broken down again. 3

4 REAL TIME MONITORING Real time monitoring The solution is perfectly suited for the very quick intraday analysis in your day-to-day business. The selected key data of the respective 4Com solution are synchronized every minute and are made available by the server. That way, you can track your service data almost in real time on the PC, on the Smart Board and on mobile devices. Individual displays For the design of your own displays, for example of reports, charts, monitoring or wallboard views, you use separate worksheets. Afterwards, you implement your own ideas with the setup assistant or use the preset 4Com displays. Tip: As an additional option, we also like to implement your required displays and customize your user interface of the 4Com Cockpit by individual layout modifications, such as the company logo, customized colors and further requirements of your corporate design. Online Monitor You decide which key data you want to use. As an integral component of the 4Com Cockpit, the Online Monitor of your respective 4Com solution, for example the 4Com Multichannel ACD or the 4Com Customer Feedback, is used as a template for the display. This also includes the particular user assignment and the display marked in color of the current user status. Individual wallboard views You can merge important and meaningful key data for a concise display across all solutions in one wallboard. The traffic light function of the current values is automatically taken from the configuration of the 4Com Multichannel ACD or the 4Com Outbound Manager. Intraday controls and module configuration In the 4Com Cockpit all key data of the used 4Com solutions are displayed currently during the day. With only one click you can directly move to the configuration of the 4Com solutions. In the 4Com Cockpit the required key data here the key data of the ACD for the inbound management can be merged clearly in a monitoring view. You select the chart types for the representation like text box, bars, matrix or measuring pointer.

5 REPRESENTATION CONFIGURATION There you can immediately change the settings, if necessary, and switch back to the Cockpit. Graphic generator In the 4Com Cockpit you can access various preset displays to design the personal evaluation views, for example for customers, team leaders or managers. However, individual displays can be implemented as quickly and easily by using the various design elements. Objects and charts All common object and chart types are available for the individual display. In addition to the classic table formatting, you can display your key data in bar charts, column diagrams, pie charts and pointer charts. Pivot tables as well as text and list boxes are also available. Select key data for calculation The key data of your 4Com solution are available as raw data in the 4Com Cockpit. You can display the key data and raw data as a single value or select them as a component of a calculation. Using the formula editor, you can use all common By using the formula editor, complex, user-defined expressions can be used for the calculation of the formula. functions as well as user-defined expressions for calculating the key data. All raw data available in the 4Com Cockpit are documented in detail. Export The export of the generated data in the 4Com Cockpit is made by simply one mouse click. If you need regular information, you can define an automatic report subscription to a mailing list via or FTP server in the required cycle and evaluation period. All common file formats for further processing or storage of data are available. Mobile use The 4Com Cockpit offers you a current overview of your service center, also on mobile devices. All mobile functions of the Cockpit are available on tablets and smartphones without additional license fees. The system is browser-based and thus can be used everywhere. Independent of your location, Service incidents can be evaluated endto-end. For example, a customer call can be evaluated from the entrance on the service hotline, via the IVR, via the ACD call distribution, via a customer survey using the Customer Feedback into the CRM. 5

6 ADDITIONAL OPTIONS you have access to key data and functions at any time and you can watch, combine and analyze your data on the way. Integration with other 4Com solutions All 4Com solutions can be integrated in the 4Com Cockpit: In combination with the 4Com Multichannel ACD, you have the possibility to precisely analyze your inbound management and the handling performance of your service center and to use the graphically prepared data and reports. Through the integration with the 4Com Outbound Manager you are informed about the status of your campaigns and key data at a glance. In the Online Monitor and wallboard you can, for example, display how many records are already edited, still open or set to resubmission. You are also informed about the number of calls per campaign, per group or per user and you have a clear and impressive overview of your result reports. Through the integration with the 4Com Customer Feedback you realize promptly how satisfied your customers are with the service, what are the results of your surveys and where there is potential for improvement. That way, you can immediately react on trends and developments and monitor the success of training activities. Moreover, you can compare the performances of the service center, the groups and the users with each other in the benchmark and make them measurable. With the 4Com Screen & Call Recording you record service calls and work routines multi-site. Individual workflows become transparent. The recordings can also be evaluated and commented. In the 4Com Cockpit, you can analyze, statistically evaluate and meaningfully display these evaluations. Contact channels 4Com Suite MULTICHANNEL MANAGEMENT External data sources 4Com Cockpit Report and graphic generator 360 degree networking of service jobs Wallboard and dashboard display Report distribution Report export Business Intelligence analysis in real time With the cloud-based, multilingual 4Com Cockpit as analyses center it is possible to analyze the data of all 4Com modules in one report tool and to have a 360-degree view of this data. External data sources can be integrated.

7 You need training? 4Com Academy offers customized training and instruction! Read more: The integration with the 4Com Workforce Management enables a quick access to information of your personnel planning. Integration of other data sources Your own data sources of your contact center can also be integrated into the 4Com Cockpit. These sources are available via the 4Com Cockpit for reports, analysis, and control. Automatic PDF report For regular PDF reports you can set up an report. In this way, a defined distribution list receives the individually created displays of your 4Com Cockpit in the PDF format. Layout modifications We like to personalize the user interface of your 4Com Cockpit by individual layout modifications, such as the company logo, customized colors and further requirements of your corporate design. Customized functions The 4Com Cockpit is geared towards a flexible and individual use. Nevertheless, 4Com implements special modifications quickly and professionally for you. We submit you a personal offer. GENERAL CONDITIONS Hosting and data protection The data management including backups will take place exclusively in Germany. A special security system is used to protect the sensitive data on the servers. 4Com has appointed an external data protection official, who regularly monitors the compliance of the legal data protection regulations. Service and maintenance The monthly base fee includes the full hardware and software maintenance of the 4Com Cockpit. You are provided with a 24 hour hotline for reporting malfunctions with a defined reaction time of 30 minutes. Set-up support enquiries can be made free-of-charge during normal office hours. Capacity and availability 4Com provides sufficient capacity for each 4Com Cockpit customer as well as sufficient processor performance on the virtual 4Com server platform. The data volume of the Internet is included in the price. 4Com offers an availability of 99.0 % with relation to the functionality of the 4Com Cockpit system and the calendar month (30 days / 24 hours). Malfunctions of the total solution due to errors on the part of the customer or third parties (for example failure of the customer s LAN or the public Internet) are not included in the availability calculation. Updates The 4Com Cockpit is continuously developed. Several times per year you will automatically receive updates with new functions. Any functions requiring payment are optional. Technical requirements The 4Com Cockpit is only available in combination with another 4Com solution. Requirements for the Cockpit workplaces are a TCP/IP connection to the 4Com Cockpit server, a web browser, JavaScript activated and that cookies are allowed. The customer is obliged to carry out an own data backup at reasonable intervals according to the current and proven state-of-the-art. 08/2017 7

8 CREATING SERVICE EXCELLENCE 4Com SUITE As an innovation-driven company 4Com designs all-in-one solutions to optimize service contacts. We commit ourselves completely to our customer needs since The web-based modular designed and multi-site solutions are available via the cloud, or on-premise via the private cloud. Our customers leverage the pay-per-useprinciple without investment risks. Maintenance, support and regularly updates are included in the monthly basic fee. The technical implementation of workflows and processes is committed completely to our customer needs. As we are focused on technology, our highly specialized software engineers and developers perform and design customizations in due time. Furthermore we focus on user-friendly and optimized web interfaces. Our customers may configure and modify the settings in order to meet new challenges in a timely manner. As part of our joint administration-concept our solution architects are the direct contact for all issues - such as change requests, queries or adjustments. Multichannel ACD Outbound Manager Management Service Numbers Cockpit Screen & Call Recording Customer Feedback Workforce Management Messenger Self Services Multimedia Wallboard Co-Browsing Social-Media Integration Customer Data Manager IVR Corporate Call Assistant Audio Production Customers, who use the 4Com Cockpit, also use: 4Com GmbH & Co. KG Hamburger Allee Hannover Germany solutions@4com.de Fon +49 (0) Fax +49 (0)