Changing the Game: Impact 360 TM IP Communication Recording & Workforce Optimization (WFO) Stephen Abraham Loh Presenter

Transcription

1 Changing the Game: Impact 360 TM IP Communication Recording & Workforce Optimization (WFO) Stephen Abraham Loh Presenter

2 Agenda Interaction Recording Why, How, and How IP Communications is changing this landscape Cisco IP Communications Recording with Impact360 TM IP Recorder Cisco IP Contact Center Workforce Optimization with Impact360 TM Quality Monitoring Workforce Management Performance Management Scorecards E-Learning Cisco and Witness Systems

3 Why Record? COMPLIANCE/REGULATORY Are there legal requirements for recordings? Example: Banks, Trading Floors, Forex BUSINESS EFFICIENCY AND DISPUTE MANAGEMENT Audit trail of verbal commitment Verbal contracts, reducing paperwork Direct debits initiated immediately if recorded Helpdesk, 999 Services, etc SECURITY ISSUES, RISK REDUCTION Identification/storage of threatening calls Tracking crank calls CONTACT CENTER OPTIMIZATION Identification of good and bad practice calls Training and monitoring requirements Tracking soft skills and managing agent performance

4 How Recording was done in TDM ISDN lines Storage ACD / PBX Recording normally performed using large boxes of proprietary hardware. Very in-flexible hardware. You could record trunks or telsets, requiring proprietary cards Moves, Adds and Changes often difficult and time consuming due to hardwire-tapping methods Proprietary Recorders are cumbersome, complex and expensive to maintain Security is a concern as you can tap anywhere

5 Cisco IP Communications Recording Cisco Call Manager Cisco Switch Voice Gateway Impact360 IP Recorder IP Phones Voice VLAN SPAN Software only solution, on open Intel servers absolute flexibility on capacity, resiliency, storage, archive Recording via Port/VLAN Mirror or SPAN No complex wiring and cabling. Moves, Adds and Changes just needs configuration on the IP Recorder. Security can be easily controlled (Cisco Switching) Voice can now be encrypted using Cisco SRTP, and can be recorded in Impact360.

6 Cisco IP Communications Recording IP Communications is captured in stereo view! You can know who is saying, when and what. This is unique to Cisco. ExecRecord XML Services You press record here What you would have kept The whole call is kept with Witness Exec Record Provides Full-Time Recording and ExecRecord TM

7 Web Browser Access to recordings Shortcuts Search Results Queries Call Playback and Export

8 Full Audit of System

9 Web Language Configuration Support Over 100 Languages

10 Summary of Cisco IP Recording Cisco Recording Technology is a giant leap from TDM recording Stereo provides absolute view into regulatory proof of who said what. Software only solution provides absolute flexibility. Encryption provides absolute security over TDM. ExecRecord TM provides the reason for everyone to go to Cisco IP Communications And More!

11 What about Cisco IP Contact Center? A brighter future awaits us with Cisco WFO

12 Cisco IP Contact Center Quality Monitoring (QM) Applications: Call Centers Contact Centers Back Office Processing Features: Software only solution Voice and/or Screen Capture Advanced Business Rules, Selective, Scheduled, Record on Demand, Total Recording Browser based access for Quality Monitoring Powerful Browser based Reporting

13 Interaction Visualization & Analysis Hold Frequency Green = No Holds within the call; Yellow = 1 Hold within the call; Orange = Two Holds within the call Red = Three or more Hold within the same call Applications: Call Centers Contact Centers Features: Additional Analysis for Recording & Quality monitoring Color coding interactions based on business outcome such as Hold, Transfer, First Call Resolution, Up Sell, Cross Sell, Type of Call, Flags etc Drill down to calls / screens from dash board

14 Desktop Activity Tracking & Analysis Applications: Call Centers Contact Centers Back Office Processing Enterprises Features: Software only solution Tracks productivity & efficiency Drill Down functionality to lowest details Alerts & Triggers for workflow Security tracking Live monitoring of screen activity with control

15 Speech Recognition and Analytics Applications: Call Centers Contact Centers Emergency Centers Help Desk Features: Large Vocabulary Continuous Speech Recognition (LVCSR) Keywords, Strings, Adds/Subtracts, Proximity, Homonyms, Synonyms, Unknown words etc Speech content trending Automated Call Classification Automated Call Scoring Flagging and Alerts Powerful trending reporting engine

16 Contact Center Workforce Management (WFM) Applications: Call Centers Contact Centers Features: Software only solution Forecasting & Scheduling Web Portal Self Services Work Rules, Preferences, Shift Swap, Shift Bidding Time off Management Real time & Scheduled Adherence Long Term Planning Powerful simulation & reporting engine

17 IP Contact Center Performance Management (PM) Applications for Contact Center: Automatic Consolidation of Performance Data in Contact Center KPI & Goals management with Drill down & Roll Up Alerts

18 IP Contact Center Actionable e-learning Applications: Call Centers Contact Centers Enterprises Features: Delivers multimedia training to agents PC Software only solution Actionable Learning Environment (AICC) Best Practices Learning Modules for Contact Centers Powerful reporting Powerful e-learning authoring engine

19 Impact360 TM Unified Architecture

20 WFO Synergies System Administration 1. Central Configuration and Management 2. Single sign on across apps 3. Same Look and Feel across apps 3. Single report and analysis engine Drill to adherence from scorecard KPIs Combine adherence stats with other metrics in scorecard Drill to scorecard from schedule Drill to training home page to initiate training WORKFORCE MANAGEMENT Insert training request into scheduler s task list PERFORMANCE MANAGEMENT Add skill levels to other metrics in scorecard Use quality score as factor in schedules Drill to call from adherence Live monitor from adherence Record from adherence Deliver learning when results fall below expectations elearning Combine other Contact Center Metrics Combine evaluation scores with other metrics in scorecard QUALITY MONITORING/ CALL RECORDING Drill to interactions from scorecard Note new skill levels during replay Drill to lesson assignment from replay Deliver learning based on evaluated skill gaps Realtime

21 Summary of Cisco IPCC Workforce Optimization Quality Monitoring provides a facility to manage the effectiveness of the agents. Workforce Management ensures you have the right number of the right people at the right time to serve your customers and meet service levels without high operating costs. Performance Management automatically provides all the relevant information to you daily to run your operations without the need to look through tens of separate reports. E-learning provides a facility to automatically train your agents at the right time on the desktop, improving effectivness of the agents Cisco WFO by Witness.

22 Witness Systems Around the World Malaysia

23 Sample Quality Monitoring Customers WW Insurance & Finance Banking Outsourcers Communications Technology Hospitality & Travel Retail General Business

24 Sample WFM Customers Worldwide Insurance & Finance Banking Outsourcers Communications Technology Travel & Transportation Healthcare Consumer Goods Manufacturing

25 Leader in IP Telephony Recording (over 1500 sites on Cisco platform alone)

26 Strong Financials

27 For More Information Sales Inquiries Americas: Contact Ms Christine Hertzog at or EMEA: Contact Mr Andy Davies at adavies@witness.com or +44 (0) APAC: Contact Mr Stephen Abraham Loh at sloh@witness.com or The Witness Systems Sales Playbook is available at: &objAction=browse&sort=name Solution Questions or Requirements Contact Stephen Abraham Loh at sloh@witness.com