Desktop Automation
Table of Contents Easy Automation for the Contact Center and Back Office... 3 Use Cases... 3 Activity Intelligence + Automation... 4 Cicero Automation Architecture... 5 Cicero Automation Studio... 6 Cicero Automation Client... 6 Cicero Automation in Virtualized Environments... 6 Next Steps... 7 About Cicero... 7 Cicero Contact Information... 7 2015 Cicero Inc. All rights reserved. Cicero, Cicero Discovery, Cicero Automation, Cicero Discovery Sensor, United Desktop, and United Data Model are trademarks or registered trademarks of Cicero Inc. and/or its affiliates. Other company names and/or products are for identification purposes and are the property of, and may be trademarks of, their respective owners. Headquarters Cary, NC USA US 1-866-538-3588 Fax 1-919-380-5121 International 1-919-380-5000 E-mail: info@ciceroinc.com http://www.ciceroinc.com 2016 Cicero, Inc. All rights protected and reserved. 2
Easy Automation for the Contact Center and Back Office Cicero Automation quickly reduces redundant, manual activity by eliminating copy and paste within and between applications, automating common tasks such as customer look-up and search, and delivering single sign-on. These improvements streamline processes and reduce the employee effort and time it takes to handle each customer interaction in the contact center and each transaction in the back office. Cicero Automation delivers: Easy-to-Collect Activity Intelligence + Automation Desktop activity intelligence provides a unique set of data by capturing, storing, and reporting activities and events across applications to map employee effort and highlight areas of improvement in business processes, compliance, training, and application utilization. Cicero Automation starts with this same insight and then adds automation based on intelligence. Easy-to-See Results Cicero Automation provides an iterative automation approach, allowing organizations to prioritize improvements, analyze the results based on real-world usage data, make adjustments and then roll out changes. Easier to Use for Developers and Business Analysts The Discovery Automation Studio enables you to examine an application interface and selectively access specific information at a meta-level without requiring a deep knowledge of that application s internal code. Once you have selected the information of interest and created your automated process definitions, you automatically deploy the solution to end users. The Studio Does not require additional investment in third party tools such as Microsoft Visual Studio Abstracts data allowing the loose coupling of applications Allows you to transform and federate data between applications as well as the ability to set conditions Provides an easy-to-use interface to configure and deploy a solution. Use Cases In addition to the use cases of the Cicero Discovery product, the Cicero Automation product supports the following use cases: Use Cases Eliminates the need to manually copy and paste data between applications Delivers the appropriate screen to the employee, based on call context (Detect situations in one application and use that to publish events that would trigger behavior in other applications.) Shares after-call/post-call data with all appropriate applications Passes data between mainframe 3270 screens and servicing/customer management applications, enabling the integration of Example An address search made in a supply chain system can automatically populate all other systems that use this information, including the servicing application, and vice versa Gives the employee the screen relevant to the IVR activity being accessed at the point when the customer decided to request live help Automatically compiles the information required for employee s aftercall wrap-up summary from the servicing application(s) and creates the log entry in the appropriate system Automates the transfer of sales data from CRM systems into the employee s servicing application 2016 Cicero, Inc. All rights protected and reserved. 3
Use Cases Example information from legacy systems into the workflow of applications used by employees Provides single sign-on and automated log-in capability for employees Issues alerts, triggers flags or pop-ups to employees when a caller/customer requires special handling. Ensure compliance with business policies and rules by issuing pop-ups with instructions Ensure compliance with business policies and rules by preventing employees from entering data into inappropriate fields or entering wrong data Alerts and other notifications can be easily built and maintained by business analysts without the assistance of IT or the risk of negatively impacting the underlying operating systems Many servicing environments require employees to access data in 4 to 10 different enterprise systems to resolve customer inquiries, so employees often spend the first five to ten minutes of every work day just signing in; this sign-in process can be automated and accomplished rapidly by Cicero. If a caller is a known fraud risk, the employee receives a pop-up alert not to sell them anything and to transfer the call to the fraud department When an employee tries to close down or leave a screen without filling in all of the required fields, the system sends a pop-up message reminding them to insert the missing information If an employee does not complete a field, the system rejects the transaction and generates a pop-up message explaining why. When managers need to modify or enhance one of the servicing solutions, they must complete the paperwork and submit the request to IT, where the submission is reviewed and prioritized based on their workload; this often delays the delivery of functionality that is considered high-value to contact centers but low-value by IT; the delay prevents the contact center from rapidly meeting the changing needs of their internal and external customers; with Cicero, the contact center controls its own destiny by enabling business analysts to make the changes on a same-day basis. Activity Intelligence + Automation Cicero Automation is built on the Cicero Discovery platform, which provides Desktop Activity Intelligence (DAI). The platform consists of six configurable desktop sensors: Business Data Sensor - Capture data from screens based on configured triggers. Business Process Sensor - Track the complete lifecycle of virtually any process object (an account, claim, product, etc.) through several or all processes that touch the object across users, systems, and time. System Sensor - Collect data on the health of computers. This could include memory issues, slow performance, lock-ups, system reboots, failed login attempts, or other issues. Session Sensor - Collect the session-wide events that happen with a user from when they log on until they log off. Activity Sensor - Collect information about the applications and windows that a user works with, the web pages they visit, when data is copied, printed, and more. Outlook Sensor - Track email and other activities in Microsoft Outlook. These sensors collect DAI data allowing companies to map employee effort and highlight areas of improvement in business processes, compliance, training, and application utilization. Figure 1 highlights some of these key areas. This same underlying technology allows Cicero Automation to share data between applications and screens as well as automate processes and deliver additional features such as Single Sign-On (SSO). 2016 Cicero, Inc. All rights protected and reserved. 4
Measure idle time, time on task Monitor for compliance, rules Target Bottlenecks, process issues Supply data to Supply 3 rd party apps Identify redundant data entry, erroneous errors Figure 1 - Cicero Automation leverages the same underlying technology as the Cicero Discovery product and may be enabled to collect key Desktop Activity Intelligence data. Adding Cicero Automation to the Cicero Discovery platform allows companies several options to provide Activity Intelligence and/or Automation to enterprise desktops. These features can be configured and enabled based on business need. Figure 2 summarizes the key use cases of using Cicero Discovery and Cicero Automation. Implement Single Sign-On (SSO) Eliminate copy/paste Move data between apps, screens Automate customer look-up, search Complete online forms, PDFs Measure idle time, time on task Monitor for compliance, rules Target Bottlenecks, i Supply data to Supply 3 rd party apps Identify redundant data entry, erroneous errors Figure 2- Key uses for Cicero Discovery and Cicero Automation Cicero Automation Architecture Cicero Automation is client-server software that you can configure, deploy, and manage across the enterprise to automate processes. Figure 3 summarizes the Cicero Automation enterprise architecture. Desktops Discovery Automation Studio Send Automation Package Cicero Server Configuration Management Laptops Figure 3 - Discovery Automation Enterprise Architecture 2016 Cicero, Inc. All rights protected and reserved. 5
The following table describes the Cicero Automation components: Discovery Studio Discovery Client Runtime Cicero Server Component Description A configuration and deployment toolset that enables you to examine an application interface and selectively access specific information at a meta-level without requiring a deep knowledge of that application s internal code A lightweight Windows service and utilities installed on user desktops to capture DAI data and run the configured automated processes The Cicero Server provides configuration management for the client runtime. Cicero Automation Studio Cicero Automation Studio is used to design, configure, and deploy the automation project for the employee desktops. It is installed on the administrator s workstation and enables business analysts and IT developers to examine an application interface and selectively access specific information at a metalevel without requiring a deep knowledge of that application s internal code. Once you have selected the information of interest and created the automated process definitions, the solution can be deployed to end users. Cicero Automation Client The Cicero Automation client is a component that collects DAI Cicero Automation provides a drag and drop configuration environment that allows companies to share data and automate processes within and between applications. data from the workstation and runs the automation configuration project files. It also communicates with the Cicero Server for configuration management and when DAI data collection is enabled. This component includes the settings that were configured using Cicero Automation Studio. Cicero Automation in Virtualized Environments The Cicero Discovery platform can run within virtualized computing environments such as Citrix or VMware. Depending on how the virtualized environment is configured, there may be limitations to how and which data is collected as well as how the solution is deployed in each particular case. In the case of Citrix XenApp environments, the Cicero Discovery platform can provide an unprecedented level of integration such that all applications can be monitored, whether run within the local environment, a full Citrix environment or as individually published applications from one or more Citrix servers. All applications are tracked in the context of the local desktop s session and user credentials. Applications are identified as to where they are executing (Citrix machine name and user credentials used to access are tracked) but all are seen as a single integrated user session just as if all applications were running locally. In order to get maximum integration, the Cicero Discovery Citrix driver and other code does have to be installed on the Citrix server. The components installed on the Citrix server are shared across all Citrix sessions and have a minimal footprint. 2016 Cicero, Inc. All rights protected and reserved. 6
Next Steps Cicero offers a complimentary, no-obligation evaluation of your customer service and/or back office work environment with our Efficiency, Effectiveness, and Insight Assessment. Contact us at sales@ciceroinc.com or call us at 866-538-3588 for more information. About Cicero Cicero provides analytics and automation software that help organizations isolate process issues and automate employee tasks in the contact center and back office. Leveraging a suite of sensors, Cicero Discovery provides user desktop analytics by collecting activity data and mapping employee effort to highlight areas for improvement in business processes, compliance, training and application utilization. Business analysts and IT then target these areas with Cicero Automation to automate tasks and simplify employee work. By realizing and removing the barriers to productivity, customers such as Nationwide and UBS use Cicero solutions to build enterprise value by improving performance, reducing cost, and transforming the employee and customer experience. Learn more at www.ciceroinc.com. Cicero Contact Information Cicero, Inc. 8000 Regency Pkwy Suite 542 Cary, NC 27518 International: 1-919-380-5000 U.S.: 1-866-538-3588 info@ciceroinc.com www.ciceroinc.com 2016 Cicero, Inc. All rights protected and reserved. 7