© 2009 Avaya Inc. All rights reserved. Introduction to IP Office Customer Call Reporter

© 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 3 *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? 4

© 2009 Avaya Inc. All rights reserved. 5 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 6

© 2009 Avaya Inc. All rights reserved. Supervisor Dashboard View 7 Dashboard Goal Statistics Ticker Graphic Display Panels

© 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 8

© 2009 Avaya Inc. All rights reserved. Supervisor Monitor View 9 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 10

© 2009 Avaya Inc. All rights reserved. Real-Time Agent View 11  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 12  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 13 Indicates location of caller

© 2009 Avaya Inc. All rights reserved. Historical Reports 14  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

© 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 16

© 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 17

© 2009 Avaya Inc. All rights reserved. Specifications 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. Thank you 20

© 2009 Avaya Inc. All rights reserved. بازاریابی و فروش : تماس مستقیم : – 021 ایمیل : پشتیبانی فنی و خدمات پس از فروش : تماس مستقیم : ایمیل : امور نمایندگی ها : تماس مستقیم : ایمیل : آدرس دفتر مرکزی : تهران، خیابان سید جمال الدین اسد آبادی، خیابان هفتم، شماره 14 وب سایت : ایمیل : فکس :