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© 2009 Avaya Inc. All rights reserved. Introduction to IP Office Customer Call Reporter 28 November 2010 (current through IP Office R6.1)
© 2009 Avaya Inc. All rights reserved. Costs of Poor Customer Service* Typical Company receives 65% of its Business from Existing Customers 7 out of 10 Customers who Switch to a Competitor do so because of Poor Service A 5% reduction in the customer deflection rate can increase profits by 25% to 80% Satisfying and retaining current customers is 3 to 10 times cheaper than acquiring new customers 2 *Source: Return on Behavior Magazine
© 2009 Avaya Inc. All rights reserved. Does Your Business Know… How long does a caller have to wait before they are answered? How many callers hang up in frustration before they are answered? How many calls do your staff handle? How often do customers get transferred from department to department? 3
© 2009 Avaya Inc. All rights reserved. 4 Customer Call Reporter (CCR) Summary Track & measure customer service and agent productivity levels with: IP Office = Built-in ACD functionality Customer Call Reporter = real-time & historic reporting IP Office + CCR = Improved Customer Service Customer Call Reporter delivers: – Simple & Intuitive Reporting – Minimum User Training Required – Browser/Thin Client Architecture – Reduced Set Up Costs – Single Server with IP Office Messaging Server Best suited to Small Businesses <30 Agents Can support up to 150 agents, 30 supervisors and one administrator Improved Customer Service
© 2009 Avaya Inc. All rights reserved. Customer Call Reporter Product Overview 5
© 2009 Avaya Inc. All rights reserved. Supervisor Dashboard View 6 Dashboard Goal Statistics Ticker Graphic Display Panels New with IP Office R6.1
© 2009 Avaya Inc. All rights reserved. Supervisor Dashboard Default page when a Supervisor logs in Dashboard Goal Statistics Information Ticker Three information graphs for selected queues,agents and statistics – Agent State Pie Chart – Alarms Cube – Multiplot Graph – Scatter Plot – Single Pie – Single Plot Graph – Statistics Cube – Statistics Table 7 New with IP Office R6.1
© 2009 Avaya Inc. All rights reserved. Supervisor Monitor View 8 Historical Reporting Tab Alarms Customized Statistics Supervisor Views
© 2009 Avaya Inc. All rights reserved. Real-Time Supervisor View Up to 3 fully dynamic customized Views – Each view can be summarized in reporting 3 Real-Time views – Security of information Administrator allocates which supervisor can view which group Similarly supervisor can choose which agent has access to each view for added security Example – Hunt Groups 101, 105, 110 are General Sales, Widget Sales, Widget Support – Views allow Supervisor to compare General Sales to Widget Support Forced Agent State – The supervisor can log in, log out or change an Agent from one Group to another dependent from the business need 9 New with IP Office R6.1
© 2009 Avaya Inc. All rights reserved. Real-Time Agent View 10 Agents have 3 views as defined by Supervisor – Need to know basis/security Alarm Ticker provides status to agents – Intuitive alarm presentation to show status quickly and easily
© 2009 Avaya Inc. All rights reserved. Alarm Settings 11 Warning & Alarm to Supervisor Alarm Statistics – Answered Calls – Average Speed of Answer (ASA) % – ASA time – Calls Waiting – Agent State & Time in State (System & Group) – Grade of Service – Lost Calls – New Messages – Outbound Calls – Overflowed Calls – Refused Calls
© 2009 Avaya Inc. All rights reserved. Supervisor Customer Map P roviding location-based business intelligence 12 New with IP Office R6.1 Indicates location of caller
© 2009 Avaya Inc. All rights reserved. Historical Reports 13 Drag & Drop Report Templates – Seven templates available Call details, call summary, agent summary, trace, alarm, voic Agent Time Card Report Create >80 distinct reports Save Report for Future Use – No need to re-enter same data over and over, saves time – Export to PDF, Excel, Word – Scheduled or manual delivery (e.g. reports by ) Database schema available for custom applications New with IP Office R6.1
© 2009 Avaya Inc. All rights reserved. PC Wallboard Customizable Wallboard – Interactive statistics – Messaging feature – Leader board (e.g. top 10 agents) – Easily rebranded & customised (e.g. customer logo, colours, etc) – Automatically optimized screen aspect ratio Pricing: – 1 wallboard per Supervisor license
© 2009 Avaya Inc. All rights reserved. Benefits of Customer Call Reporter 15
© 2009 Avaya Inc. All rights reserved. Business Benefits of Customer Call Reporter Improved Customer Service – Measure Quality of Service – Efficient Management of Agents Lower Total Cost Ownership – Set up costs reduced – Supports multi-language operations – Customizable Real Time Screens Powerful, Yet Simple Reporting – Create reports from templates – Save or Schedule reports for future use – Filter reports on what YOU want to see 16
© 2009 Avaya Inc. All rights reserved. Increased ROI and reduced TCO with CCR Installation Time compared with Traditional Contact Center – Total Installation cost SAVINGS = $2400 per site CCR ease of use and online help means lower training costs – Training time for CCR is half of traditional contact center Finally lower ongoing maintenance costs, reduced TCO – Browser-based architecture means only server requires upgrading 17 Traditional Contact Center Supervisor client software Traditional Contact Center Agent client software Typical number of client per site 3 supervisors20 agents Install time2 hours30 minutes Labour rate$150 Labour Costs$900$1500 CCR supervisor installationCCR Agent installation Install time5 mins Savings$900$1500
© 2009 Avaya Inc. All rights reserved. Specifications & Pricing 18
© 2009 Avaya Inc. All rights reserved. 19 Customer Call Reporter Technical Requirements Server Platform Requirements – Pentium Dual 945 core – AMD Athlon – 2GB RAM and 30 GB free hard disk space Customer Call Reporter server can co-reside with Preferred Edition messaging up to 16 ports Server Software Requirements – Microsoft Windows 2003 or 2008 Server (32 or 64-bit) – Microsoft Windows Small Business Server – Microsoft SQL 2005/2008 Express or SQL 2005/2008 – Virtual Server environment supported (VMware, HyperV) Client Software Requirements – Microsoft IE, version 7.0 and above – Mozilla Firefox, version 3.0 and above – Apple Safari, version 3.2 and above – Google Chrome, version 1.0 and above
© 2009 Avaya Inc. All rights reserved. Customer Call Reporter Pricing Structure IPO LIC CUSTMR SERVICE AGENT RFA 1 $ IPO LIC CUSTMR SERVICE AGENT RFA 5 $ IPO LIC CUSTMR SERVICE AGENT RFA 20 $ IPO LIC R6 CUSTMR SERVICE SUPERV RFA 1 $ IPO LIC R6 CUSTMR SERVICE SUPERV TRIAL Free IPO LIC R6 ADVANCED EDITION RFA * $ IPO LIC R6 ADVANCED EDITION RFA TRIAL Free IPO LIC CUSTMR CALL REPORTER UPG ** $2325 Customer Call Reporter is part of IP Office Advanced Edition (*) Enables CCR, ContactStore, IVR, VB Scripting, 8-port TTS and 1 Supervisor (**) Upgrade all existing CCC licenses to CCR equivalent
© 2009 Avaya Inc. All rights reserved. Customer Call Reporter Roadmap 21
© 2009 Avaya Inc. All rights reserved. Customer Call Reporter Roadmap* Early 2011 – Integration of IP Office Video Softphone – System real time statistics/monitor-views – Avaya one-X® Portal Agent Gadget – Wallboard log off Future – Multi-Site Support – Agent coaching / Silent coaching – Mobile twinning and Telecommuter support in CCR – Customized Historical reports 22 *All Features are planned for implementation based on market feedback, Avaya reserves the right to change feature content based upon customer requests without prior notice
© 2009 Avaya Inc. All rights reserved. thank you Dieter SchulzDon Chouinard +49 (69) (408)
© 2009 Avaya Inc. All rights reserved. Introduction to IP Office Customer Call Reporter Current through IP Office R6.1.
© 2009 Avaya Inc. All rights reserved. Introduction to IP Office Customer Call Reporter Peter A. Kratzel 5 June 2009.
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