1. Avaya IQ Contact Center Reporting & Analytics
Kay Phelps
Senior Marketing Manager

2. Agenda Introducing Avaya IQ 1 Building upon the Heritage of CMS 2
What Makes Avaya IQ Sizzle 3
Target Customers 4
Customer Case Study 5
Resources 6

3. What is Avaya IQ? Rich, robust contact center reporting and analytics
Actionable intelligence for Avaya Call Center
Agent inbound/outbound voice reporting initially
Roadmap adds IVR, multimedia
Builds upon Call Management System
Adds exciting new capabilities
Takes contact center reporting to a whole new level
Addresses requirements of 70+ customer panel

4. Agenda Introducing Avaya IQ 1 2 Building upon the Heritage of CMS
What Makes Avaya IQ Sizzle 3
Target Customers 4
Customer Case Study 5
Resources 6

5. Avaya Call Management System Contact Center Reporting and Administration
Instantaneous notification of any problem areas
Drill-down to more detailed information
Easily invoke administration to make changes
Fine-tune with historical data
Right-size agent staffing
Identify problem areas
Over 200 standard reports
Extensive customization capability
Ease of use
Problem areas are easy to spot since you get instantaneous notification of any measure outside acceptable levels. Each manager sets thresholds for those measures that are critical to his or her area within the call center – whether this is calls in queue, EWT, abandons, etc. You can drill-down quickly and easily to more detailed information in these problem areas. If you see drive the need to make administration changes – add agents to a particular skill, build a back-up pool of agents - CMS provides you the ability to drill down directly into admin. Within a few seconds you have made the administration changes necessary to immediately rectify the situation.
CMS retains historical data– up to 10 years’ worth – so you can analyze trends. When do you tend to have spikes in call volumes? Is it the week after Thanksgiving? Do you typically have higher call volumes on Monday? Or during the lunch hour? What is the tolerance for waiting in queue for each of your customer segments? You need this detailed historical data in order to avoid 1) losing business because you are inadequately staffed, or 2) overstaffing and adversely impacting your bottom line. “You can’t manage what you can’t measure”.
CMS provides you with over 200 standard real-time and historical reports. It includes a custom report designer lets you quickly and easily modify these reports or create new reports that fit your unique requirements.

6. CMS Customers Wanted More…
Unlimited agent/switch capacities
Ability to import data
Thin-client reporting
Agent-level data access
Retain detail data
Software-only
Time-zone reporting
Agent trace

7. Goals in Building Avaya IQ
Keep what customers love about CMS
Ensure no “feature debt”
Enhance with requested capabilities
Architect with room to grow
Unconstrained capacities
Data model built to facilitate addition of other data sources
Delight customers with new features

8. Agenda Introducing Avaya IQ 1 Building upon the Heritage of CMS 2
What Makes Avaya IQ Sizzle 3
Target Customers 4
Customer Case Study 5
Resources 6

9. What is the Sizzle in Avaya IQ?
Addresses CMS wish list
Builds upon “Gold Standard”
Relates Business Results
Unlimited capacities
Data import
Thin-client
Agent-level data access
Retains detail data
Software-only
Time-zone reporting
All agents traced, all the time
Takes the next step beyond operational reporting
Incorporates analytics
Gain intelligence into the customer service you deliver
Learn not just “what happened” but “why”
Enables managers to relate contact center performance to business results
Who are the “best” agents from a revenue perspective?
Did my investment in agent training pay off?

10. Avaya IQ Delivers Actionable Intelligence Make business decisions based on facts
Appraises Customer Service from Multiple Perspectives
Enables Full Understanding of Agent Contributions
Slice and dice the data in any way that meets your needs
What time period do you need to see?
What is the performance of each location?
How does that compare to regional metrics?
How is the enterprise performing?
What time zone are you in?
What view best enables you to assess your scope of responsibility?
Show the value of blended agents
Relate customer satisfaction scores to each agent’s metrics
Identify agent behaviors, agent “games”
Immediately identify potential problem areas with a single report
Set target performance levels
Assess how each agent performs against these targets
Drill down to the details to learn more

11. Avaya IQ Delivers Actionable Intelligence Make business decisions based on facts

12. Avaya IQ - Agent Behavior Analytics

13. Drill Down to Details to Learn More

14. Looks Like we Have Problems to Fix…

15. Avaya IQ – More Nuggets Easy, embedded report customization
Support for multiple languages
Understanding of report fields is an “I” click away
Roles-based access to data
Supporting services available through Avaya professional services team
New Avaya Software Support + Upgrades to keep customers current

16. Agenda Introducing Avaya IQ 1 Building upon the Heritage of CMS 2
What Makes Avaya IQ Sizzle 3
Target Customers 4
Customer Case Study 5
Resources 6

17. Should I Position CMS or IQ?
Avaya IQ may be the answer when:
New mid-large size customer
Existing customer on 13.1 or 14 CMS release
Your CMS customer has hit these pain points:
More than 8 geographic locations
Locations span multiple time zones
Consolidation requirements beyond CMS
Need capabilities only offered by IQ – web-based client, software only, call detail data, data import, etc. 17 17

18. Should I Position CMS or IQ?
CMS may be the answer when:
Existing customer wants gradual transition
Operate side-by-side with Avaya IQ
Gain familiarity with new reporting interface
Transition applications such as wall boards, WFM, etc.
Small to medium contact center, geographically concentrated
Consolidation stays within eight ACDs, <10,000 agents
Immediate requirement for trunk group reporting, turnkey solution, High Availability 18 18

19. Frequently Asked Questions
Is CMS going away?
No, CMS sales are strong
CMS 14.1 became GA in June, CMS 15 planning is underway
CMS continues to meet the needs of many customers
Your path, your pace, your choice
* Upgrade your CMS customers to the latest release for side-by-side operation and easy transition
Does Avaya IQ cost more?
Will my CMS data migrate?
What about custom reports, data feeds, etc.?

20. Agenda Introducing Avaya IQ 1 Building upon the Heritage of CMS 2
What Makes Avaya IQ Sizzle 3
Target Customers 4
Customer Case Study 5
Resources 6

21. Case Study – City of Indianapolis
Challenges: contain costs, improve customer service
Solution: Avaya IQ
Value Created:
Increased control and reduced costs
Improved agent behaviors and customer satisfaction
Eliminated the guesswork
Optimized agent resources
Streamlined business operations
Increased control & reduced costs
"With IQ’s web-based access, all we need to do is launch a browser to access the reporting system and to administer moves/adds/changes, stated Dan XXX, Telecom Analyst. "In addition, the ability to administer agents in only one place saves a huge amount of time.”  
Improved agent behavior and customer satisfaction, eliminated the guesswork
The cradle-to-grave reporting provided by Avaya IQ, coupled with call recording, offers a comprehensive view of customer relationships. “Now, we can easily track down and rectify problematic agent behaviors,” says Giesla Schepers. “Depending upon what a supervisor sees – let’s say an agent hangs up excessively, or puts customers on hold for too long – Avaya IQ can identify that behavior, and drill down to learn the details. Avaya IQ eliminates the guesswork, and provides the data to back it up.”
Optimized agent resources
With Avaya IQ, the City of Indianapolis/Marion County has the ability to see which areas need improvement, so budgets and resources can be reallocated to serve customers better
Streamlined business operations
Avaya IQ provides extensive insight into real-time and historical statistics like call volumes, wait times and abandonment rates that make it easier to track down and rectify issues. “IQ makes it easier to get the big picture without having to put all the puzzle pieces together,” Schepers explained. “Our employees now have the tools they need to provide a superior level of customer service,” said Giesla Schepers, Contact Center Manager for City of Indianapolis/Marion County.  With Avaya IQ and its simple-to-use web-based access and single point of administration, managers are able to gain the insight they need.
“Our employees now have the tools they need to provide a superior level of customer service.” Giesla Schepers, Contact Center Manager

22. Agenda Introducing Avaya IQ 1 Building upon the Heritage of CMS 2
What Makes Avaya IQ Sizzle 3
Target Customers 4
Customer Case Study 5 5
Resources 6

23. Resources on www.Avaya.com
Home>Products>Products A-Z>IQ
Select “Resources”

24. Resources on www.Avaya.com
Path: Home>Products>Products A-Z>IQ>Resources
Brochure
Flash demo
Product reviews
White papers
And, of course, Marki

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