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Call Recording Made Easy
Call Recording Made Easy
NACR Quick Facts
NACR Quick Facts
Call Recording Legal Considerations
Call Recording Legal Considerations
Payment Card Security Industry Data Standard
Payment Card Security Industry Data Standard
Why Record
Why Record
Call Recording Benefits
Call Recording Benefits
The Importance of Quality Monitoring
The Importance of Quality Monitoring
What Agents Have to Say About Quality Monitoring
What Agents Have to Say About Quality Monitoring
The Value of Quality Recording
The Value of Quality Recording
Call Recording Application Choices
Call Recording Application Choices
Call Recording Connection Methods
Call Recording Connection Methods
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Desktop Connection
Desktop Connection
Sample Desktop Solution from CSI
Sample Desktop Solution from CSI
Recording Traditional (TDM) Telephony
Recording Traditional (TDM) Telephony
Trunk Side Recording
Trunk Side Recording
Extension side recording (TDM)
Extension side recording (TDM)
Recording with Service Observe or 1 Step Conferencing
Recording with Service Observe or 1 Step Conferencing
VoIP Recording (Port Mirroring / Passive Sniffing or Spanning)
VoIP Recording (Port Mirroring / Passive Sniffing or Spanning)
Duplicate Media Streaming
Duplicate Media Streaming
Avaya VoIP Recording via Device Media Call Control (DMCC aka CMAPI)
Avaya VoIP Recording via Device Media Call Control (DMCC aka CMAPI)
Call Recording Storage Methods
Call Recording Storage Methods
Centralized Storage
Centralized Storage
Web Chat
Web Chat
Multichannel CC Prevalence
Multichannel CC Prevalence
The Ultimate AnyMedia Contact Center
The Ultimate AnyMedia Contact Center
Who Are the Players in Call Recording
Who Are the Players in Call Recording
cc: Discover
cc: Discover
OnviCord Call Recording Complete & Comprehensive Platform
OnviCord Call Recording Complete & Comprehensive Platform
Best Kept Secret Low Cost Alternative - CSI Virtual Observer
Best Kept Secret Low Cost Alternative - CSI Virtual Observer
Workforce Optimization
Workforce Optimization
Call Recording Expands Business Intelligence
Call Recording Expands Business Intelligence
Workforce Management Benefits
Workforce Management Benefits
Sample Agent Dashboard
Sample Agent Dashboard
Sample Agent Coaching Package
Sample Agent Coaching Package
Positive Reinforcement & Coaching Tips
Positive Reinforcement & Coaching Tips
WFM Customer Results
WFM Customer Results
Workforce Management Customer Results
Workforce Management Customer Results
First Contact Resolution
First Contact Resolution
Measuring First Contact Resolution
Measuring First Contact Resolution
Customer Perceptions Matter Most
Customer Perceptions Matter Most
World-Class Contact Centers Monitor Quality by Measuring Customer
World-Class Contact Centers Monitor Quality by Measuring Customer
Integrated Feedback Surveys
Integrated Feedback Surveys
Finding the Calls You Really Need to Hear
Finding the Calls You Really Need to Hear
DMG Identified Benefits of Speech Analytics
DMG Identified Benefits of Speech Analytics
Actual Sample Customer ROI with Analytics
Actual Sample Customer ROI with Analytics
Gartners Contact Center WFO Magic Quadrant
Gartners Contact Center WFO Magic Quadrant
Who Are the WFO Players
Who Are the WFO Players
Nice Express offers lower cost version for smaller contact centers
Nice Express offers lower cost version for smaller contact centers
Nice/IEX TotalView WFM Solution
Nice/IEX TotalView WFM Solution
NICE SmartCenter  High Performance, Delivered
NICE SmartCenter High Performance, Delivered
Supervisor Dashboard
Supervisor Dashboard
Access and View Agent Schedules
Access and View Agent Schedules
Customer Feedback vs
Customer Feedback vs
NICE Perform Insight from Interactions
NICE Perform Insight from Interactions
NICE SmartCenter in Action Reduce Average Handle Time
NICE SmartCenter in Action Reduce Average Handle Time
Complete Incident Information Management The NICE Approach to Public
Complete Incident Information Management The NICE Approach to Public
The Power of Incident Information Management
The Power of Incident Information Management
WFO Market Share Leaders
WFO Market Share Leaders
Verint Unified Solution Portfolio
Verint Unified Solution Portfolio
Analyst Praise for Verint Analytics
Analyst Praise for Verint Analytics
Verint Has Three Levels of Speech Analytics
Verint Has Three Levels of Speech Analytics
Automated Root Cause with Tell Me WhyTM
Automated Root Cause with Tell Me WhyTM
The ROI Behind Why Are My Customers Calling
The ROI Behind Why Are My Customers Calling
Autonomy eTalk Qfiniti
Autonomy eTalk Qfiniti
Call Recording Return on Investment
Call Recording Return on Investment
Thank You
Thank You

: Call Recording Made Easy. : Design Department. : Call Recording Made Easy.ppt. zip-: 5995 .

Call Recording Made Easy

Call Recording Made Easy.ppt
1 Call Recording Made Easy

Call Recording Made Easy

Presented by Barbara Courneya National Director of Contact Center Technology Avaya Certified Contact Center Expert 800-431-1333, Ext. 6253 or 651-393-6253 bcourneya@nacr.com

2 NACR Quick Facts

NACR Quick Facts

Founded in 1993 by current CEO, privately held, entrepreneurial Nationwide coverage More than 400 employees and growing $10 million in new and refurbished inventory Avayas largest Diamond and Platinum certified dealer Numerous Awards Avaya Three-Star Service Provider, 7-time Avaya Business Partner of the Year Business Partner of the Year by both Plantronics 2005-2007 Business Partner of the Year Eaton Powerware and Meru 2008 First-ever Avaya Leadership Pillar Award Winner, 2004 Consistently highest marks on Avayas yearly Customer Satisfaction Survey Dedicated Contact Center, Unified Messaging & VoIP Specialists Partner solutions to support the contact center: Nice, Verint, CallCopy, VPI, Conexus, CSI, Nexidia, Symon, Amcom, Monet, DDV, SimpliCTI, and more Highly skilled team of Microsoft, Cisco, Extreme Networks, Juniper and Avaya certified service engineers Dedicated team of specialists with ACE-IP, CCNA, CCDA, MCSA certifications Design, implementation, & support professionals with extensive experience Project Management Professional (PMP) certified team Performance Readiness Center to fully test applications before shipping

www.nacr.com

3 Call Recording Legal Considerations

Call Recording Legal Considerations

Total Recording or Record on Demand to Comply with FTC Telemarketing Sales Rule requiring verification of purchase Rule Stipulations without the customers or donors express verifiable authorizationexpress oral authorization which is audio-recorded and made available make and maintain an audio recording of the entire telemarketing transaction State by State Call Recording Regulations One-Party vs. All-Party Notification List of state requirements provided on web links http://archive.aclu.org/issues/cyber/phonelaw.html Federal law makes it illegal to record both wireless and cell phone conversations outside of one party consent Wireless and Cell Phone Scanners illegal to sell or have in possession Damage Claim Deterrent Knowledge that recording exists often settles dispute He Said / She Said

4 Payment Card Security Industry Data Standard

Payment Card Security Industry Data Standard

PCI Standard created by major credit card companies 12 broad security controls Hefty fines Prohibits retailers from storing card data Effective August 1, 2007 Minnesota became first state to turn a core requirement of PCI into law Companies suffering data breaches, have to reimburse banks and credit unions for the costs of blocking and reissuing cards They could also be subject to lawsuits filed by affected individuals Applies to all companies that process > 20K card transactions annually Passed by House in Texas in 2007 but failed in Senate Media Encryption with call recording allows companies to comply with the PCI publications by encrypting all audio and screen recording for mass storage. According to VeriSign, 79% of failed assessments did not meet the requirement to protect stored data.

5 Why Record

Why Record

- The Business Needs

Compliance: Industry Regulations ( FCC, HIPAA, OCC, FTC ) Not all storage media choices are acceptable in a court of law Not all recording methods can assure 100% capture Cradle to Grave tracking or Proof of Sale requirements Risk Management & Dispute Resolution Financial Services was that trade $15,000 or $50,000 Insurance I was quoted $38/month for this policy Healthcare You said this procedure was covered.. Hospitality industry I was promised an upgrade.. Utility I called 3 times about the downed power line Quality Management Agent performance monitoring Identify training needs Fine-tune call handling procedures Business Performance Management Achieve business objectives Business intelligence Identify root causes

Ultimately, the value of technology is judged by how well it facilitates relationships New Rules for the New Economy, Kevin Kelly

6 Call Recording Benefits

Call Recording Benefits

81% of Call Centers use Call Recording Non-Call Center Environments Are Increasing Usage

Improve Customer Service

Ensure Quality Standards

Identify Training Needs

Measure Performance

Sales Verification

Evaluate Customer Satisfaction

Liability Protection

Threat Tracking

Capture Testimonials

Meet Regulations

Share Information

Identify Customer Expectations

Productivity Improvement

Resolve Disputes

7 The Importance of Quality Monitoring

The Importance of Quality Monitoring

You can't manage or improve what you dont hear!!

Customer handling skills Intonation Sales ability and techniques Product knowledge Technical knowledge Escalation procedures Adherence to policies

What can be learned beyond the statistics?

In the Prosci study, over 75% of participants indicated that they monitor their agents less than 10 times per month, with most of them monitoring agents only one or two times per month. Source: Call Center Learning Center: Call Center Best Practices Report

8 What Agents Have to Say About Quality Monitoring

What Agents Have to Say About Quality Monitoring

just like a personal trainer, it really keeps you on top of your job. My calls sound more professional because I am able to go back and review a call I have taken to see how I can improve my next call. It has allowed me focus on my tone to make sure that it's much more professional than it had been before. makes me more conscious of my productivity. I enjoy going back and reviewing my mistakes and doing this helps me correct myself and improve as an individual. enabled me to concentrate on specific weaknesses, or allowed me to fine tune my strengths.

9 The Value of Quality Recording

The Value of Quality Recording

Quality Recording

Cross-Industry Customer satisfaction rate rose by 8% -- Mitsubishi

Utilities Overall quality scores have risen from 88% to 95%. Texas Utilities

Telecom First contact resolution Improved from 73% to 90%. Intertwine

Technology Our CEM system has increased our supervisors productivity by 30% Compaq

Outsourcing The system paid for itself within the first 6 months, and we anticipate an ongoing ROI of $240,000 per year. Software Spectrum

Financial Services Cut new hire agent turnover from 30% to 2% to see an immediate return on investment in training. -- Chase Mellon Bank

Insurance Policies sold to quotes given, has gone up 16% from 24.3% to 40.2% in only six months. -- Canadian Direct Insurance

10 Call Recording Application Choices

Call Recording Application Choices

Total Recording (aka Full-Time, 100%, Bulk Recording) All Calls Recorded system built for full-time recording Used for Compliance and Risk Management Selective Recording (aka Business-Driven Recording) System built to record a subset of calls (e.g. calls from certain 800#s) Can be used for partial Total Recording - recording certain all calls but triggered from the CTI events Record-on-Demand (ROD) Provides the user with the capability of user controlled recording Three types of ROD: Agent Initiated Supervisor Initiated Event-Driven ROD (e.g. access field on associated screen capture) Quality Management (aka Quality Monitoring, Random Recording) Monitor and improve agent performance in call centers Random Sampling of Calls Sometimes also utilize Live (Real Time) Monitoring through call recording I/F Insight Recording (also called Precision Monitoring) System built for Business Intelligence Striving to record all calls for analytical and discovery purposes

11 Call Recording Connection Methods

Call Recording Connection Methods

Desktop Connection between telephone and PC Physical Station or Trunk tap Most reliable interface often recommended for legal recording Makes moves, adds and changes more difficult Analog ports or T1 physical connection Service Observing Avaya Single Step Conferencing Passive VoIP Sniffing and other VoIP interface options Does not support dual connect home agent Encrypted IP phones may not be able to be recorded Avaya Device Media Call Control (DMCC/CMAPI) VoIP Supports multi-site call recording from centralized system Does not support speaker separation for speech analytics

"The Quality Management recording market is the fastest growing contact center segment, despite the maturity and commoditization of the traditional functional component. The overall market increased by an amazing 106% between 2005 and 2006. The contact center component of the workforce optimization market increased by a very significant 44.7%" Donna Fluss, President, DMG Consulting

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The integration of telephony and computer resources at the application level for decision making & coordinated presentation to the user Screen pop Coordinated voice and data transfer Intelligent Call Routing Append information elements to record/survey Agent login id Customer Automatic Number Identification Database information Multimedia interactions

What is Computer Telephony Integration?

13 Desktop Connection

Desktop Connection

Desktop PC captures call recordings for local or file server storage. Hardware device or modem used to connect voice conversation to the desktop PC.

ADVANTAGES

DISADVANTAGES

Tends to be more cost effective for smaller operations The required hardware and/or software generally costs less than $500 per station. Standard .wav file readers used for PC based playback are generally freeware.

Reliability Total recording is only accomplished via voice activation which may not accurately capture start and end of the conversation. This is best used in a record on demand environment where the agent or supervisor control the start and stop of the call recoding.

Supports recording of all call types both external and internal calls can be recorded.

Limited Information Elements Finding the appropriate call record may be difficult as the information automatically collected is often limited to date, time and extension number. Additional information may be added by the user. Some systems can capture Automatic Number Information (ANI).

Investment Protection Works with any PBX/ACD and handset.

Will not capture the complete Customer Experience - Recordings will not include holds, voice response, or transfers to extensions that are not connected to their own recorder.

Storage Options Recorded calls can either be stored in the locally attached PC or in a file server.

14 Sample Desktop Solution from CSI

Sample Desktop Solution from CSI

Record Now $250-$400 per workstation depending on requirements Legal recording disclaimer, beep tone, etc. extra cost Buy 5, Get 1 Free for AIRS conference attendees Customer installable Uses local PC or network file server as recording medium Minimum PC requirements Microsoft Windows 95 and up 133 MHz Processor 16 MB RAM 10 MB Available Hard Disk Space Standard .WAV files can be played with any freeware .WAV player Record on demand Local or remote (if ACD supports) by supervisor using service observing Agents can capture critical calls Bulk recording can be activated when PC is booted Voice activated recording Information elements can be added for easier search

15 Recording Traditional (TDM) Telephony

Recording Traditional (TDM) Telephony

Three methods of TDM recording Trunk Extension or Station Side Service Observe or 1 step conferencing

16 Trunk Side Recording

Trunk Side Recording

Recorder passively connected to TDM trunks Recorder channels are dedicated to specific trunks (1-to-1 relationship)

ADVANTAGES

DISADVANTAGES

Captures the complete Customer Experience - Recordings will include everything the customer heard (e.g. holds, transfers etc.)

Cannot record Internal calls - Can only record External calls (both inbound & outbound)

Reliability Total (100%) recording available even without CTI (requires Call Detail Recording or limited search capabilities)

CTI Sensitive - In event of CTI failure it will be hard to find recordings

Flexibility Not sensitive to Move/Add/Change (MACs) MACs do not force reconfiguration of the recording equipment

TDM trunks only IP trunk recording not supported

Device independent - Supports recording of all phone types including encrypted IP phones

CTI Integration is required if you want to block certain extensions from recording

investment protection Upgrade to switch does not typically require changes to the recording system (for example upgrading to a hybrid switch with IP phones will not require changing the recording equipment)

Costly - Most cost effective for larger operations, where there are typically more stations to be recorded than trunks which is not usually the case with a call center

Location independent potential to support remote agents branch sites when trunks are centralized with call logger

17 Extension side recording (TDM)

Extension side recording (TDM)

Passive tap into the line that connects the switch to the telephone punch-down block A cable is installed so that each extension connects directly to a recording channel (port) in the recorder (1-to-1 relationship)

ADVANTAGES

DISADVANTAGES

Reliability - The most reliable recording method (not CTI dependent)

More complex installation - connections are required to each extension to be recorded

Supports recording of all call types both external and internal calls can be recorded

Sensitivity to Move/Add/Change (MACs) MACs force reconfiguration of the recording equipment

Tends to be more cost effective for smaller operations

Will not capture the complete Customer Experience - Recordings will not include holds, IVR or transfers to extensions that are not connected to the recorder

Redundancy - Supports redundancy

Costly solution for large centers - a recording channel is required per each recorded extension

No investment protection Upgrade to switch might require changes to the recording system (for example upgrading to IP Phones which cant be tapped)

Device dependent - Different interfaces depending upon extension type (no IP phone support)

18 Recording with Service Observe or 1 Step Conferencing

Recording with Service Observe or 1 Step Conferencing

Recorder connects directly to the switch typically using DS-1 boards Simulating Service Observation or Single Step Conference Via CTI

ADVANTAGES

DISADVANTAGES

Cost Effective - Can be cost effective when recording only a few calls selectively

Selective only - Does not support Total Recording (typically uses limited number of T1s)

Flexibility MACs do not force reconfiguration of the recording equipment

CTI dependant 1 Step Conference Recording dependant upon Computer Telephony Integration

Flexibility - Can support recording of all phone types, including encrypted IP phones

Requires switch configuration DS1 cards and configuration of switch resources is required

Supports recording of all call types both external and internal calls can be recorded

Sensitivity to switch resources Service Observe requires switch resources (3 timeslots per recording)

Can work alongside Trunk side - Can be used with trunk side recording to record certain internal calls

No investment protection Upgrade to switch might require changes to the recording system (for example upgrading to pure IP system)

Can support complete Customer Experience requires the use of Customer Experience Service Observation not available on all systems

Could impact manual service observing - With some switches, stations being recorded cannot also be simultaneously manually observed by supervisors

Location independent potential to support remote agents and branch PBXs

Vendor ACD Specific - Not all vendor ACD switches support these means of call recording

19 VoIP Recording (Port Mirroring / Passive Sniffing or Spanning)

VoIP Recording (Port Mirroring / Passive Sniffing or Spanning)

Recording based on network switch port mirroring The network switch can be configured to port mirror IP phones, entire voice VLANs or gateways

ADVANTAGES

DISADVANTAGES

Software only option - Can be provided as a software only recorder without dedicated, proprietary loggers. Customer provided hardware still required.

Dependant upon network switches capabilities - Requires network switch to support specific port mirroring modes and capacities

Simplified installation - Process easier when compared with traditional recording (only requires network connections)

Sensitivity to network performance - solution is based on IP and is subject to the customers network conditions, outages, and packet loss

Centralized Recording - Multi-site configurations and Virtual Contact Centers can potentially be recorded from a single point

Device dependant supports only IP phones (can not record Analog or digital devices)

Scalability - Expanding recording capacity doesnt necessarily require adding hardware

Often No Support for Encryption - Encrypted IP phones may not be able to be recorded

Flexibility Not sensitive to Move/Add/Change does not force reconfiguration of recording equipment

CPU intensive providing high-density system (100s of channels per server) requires strong CPUs to perform the sniffing tasks

Cost effective Redundancy - Fault tolerant architecture makes it easy to achieve redundancy

20 Duplicate Media Streaming

Duplicate Media Streaming

Alternative VoIP call recording with Cisco ICM and Nortel Cisco ICM Supports Application Invoked Recording or Automatic Recording Requires Computer Telephony Integration If remote site goes into survivable mode, call recording is lost Nortel Symposium Audio Delivery Transmits a duplicate Real-Time Playback (RTP) stream from the agents extension directly to the ULTRA VoIP Acquisition Module This feature is supported in station- side tapping environments only. Requires Meridian Link Server computer telephony integration

21 Avaya VoIP Recording via Device Media Call Control (DMCC aka CMAPI)

Avaya VoIP Recording via Device Media Call Control (DMCC aka CMAPI)

DMCC interface emulates bank of IP softphones These IP phones can observe any other phones (IP or TDM) for recording Reliable way to record IP phones

ADVANTAGES

DISADVANTAGES

Investment protection - Simultaneous support for TDM, IP or mixed environments

May not be suitable for compliance/legal requirements More single points of failure than trunk or station tap. May be duplicated to improve reliability.

Centralized Recording - Multi-site configurations and Virtual Contact Centers can potentially be recorded from a single point

Sensitive to DMCC/CMAPI Connector Server failure if the connector server is down recording is disabled. Remote AES and logger can be provided for survivability.

Simplified installation - process easier compared with traditional hardwired recording

Requires switch configuration may require additional hardware ( e.g. CLAN, Media Processor Cards).

Software only solution Doesnt require recording boards

Flexibility Not sensitive to Move/Add/Change

Device independent - Supports recording of all phone types including encrypted IP phones

Scalability - Expanding recording capacity doesnt necessarily require adding hardware

22 Call Recording Storage Methods

Call Recording Storage Methods

Digital Audio Tape (DAT) DAT has the ability to record at higher, equal or lower sampling rates than a CD (48, 44.1 or 32 kHz sampling rate respectively) at 16 bits quantization. Must load archived tapes for access to call recording DVD Approximately 7 GB per DVD Must load archived DVD for access to call recording Direct Hard Disk Avaya DMCC G.729 approximately 6 Meg per hour of recordings Cisco IP approximately 12-13 Meg per hour Requirements vary by compression algorithm used by various call recording vendors Standard compression uses 1GB for approximately 180 hours of call recordings

23 Centralized Storage

Centralized Storage

Business driven, automated archiving Eliminates manual and time consuming tape management by automating archiving and retention of interactions, based on user-defined business driven rules for archiving: what, when, where and how to archive Selective retention Automatic rules-based deletion of interactions based on any CTI criteria and/or age of recording. Multi-site and multi-system support Supports multiple capturing systems and multiple sites for centralized data and archiving management. Scheduled data transfer Scheduling engine for off hours processing minimizes impact on the network during peak hours. Mass storage support Support for virtually any kind of storage device and any topology (e.g. NAS, SAN, CAS, etc). Integrates with leading storage vendors, such as EMC (including Centera), IBM (including Tivoli Storage Manager), Network Appliance and more. Supports multiple capturing units of different types. Full redundancy available from most call recording providers who support centralized storage for both the archiving and retrieval operation. End-user transparency and fast retrieval Automatically retrieves archived interactions upon request without the need for human intervention and with full user transparency. When searching for and playing back a call, the actual location of the recording is transparent to the user. Advanced compression and file export options Interactions can be captured and stored using industry standard compression (G729, G723) to minimize network bandwidth impact and storage requirements. In addition, files can be exported to standard *.WAV format. Compliance - Meets regulatory requirements for disaster recovery, business continuity planning (BCP) and data retention.

24 Web Chat

Web Chat

Emails

Faxes

Screen Capture Completes the Picture

Navigation Skills Data Entry System Knowledge Process Problems Accuracy of Information Multimedia Contacts

Screen Capture Contact Recording Modes Total requires more storage than voice calls Events Recording Every time the defined events occur on the screen, recording is initiated Schedule-Bound Recording Only a percentage of the interactions are recorded based on schedules Interactions are labeled and stored in the recording system to be played back, evaluated, archived, etc. Provides effective solution for monitoring performance of off-phone agents

25 Multichannel CC Prevalence

Multichannel CC Prevalence

More than four in five centers (83.9%) handle customer email transactions. Only 43.7% of them have an email response management system in place to enhance email routing, tracking and reporting. Just over half (55.4%) of centers support a Web self-service application, with the most common features of these apps being FAQs, customer access to personal accounts, help options, and a knowledge based search engine. Web chat in contact centers appears to have reached a plateau -- 15% of centers surveyed this year currently handle chat transactions, compared to 15.6% in the 2005 ICMI study. Web callback transactions also show little growth -- with just 9.3% of centers handling such contacts (down slightly from 10.9% in 2005). However, more centers today (58.4% vs. 50%) have their chat agents use Web collaboration tools during sessions with customers. Click-to-talk Web calls remain rare in contact centers: only 6% of centers surveyed currently handle such contacts (up slightly from 4.3% in 2005). Only 29.4% of respondents reported having a multichannel contact management system in place in their center. Source: ICMI 2007 Survey

26 The Ultimate AnyMedia Contact Center

The Ultimate AnyMedia Contact Center

Common Service Queue Common Reporting Vehicle

MIS

When it comes to customer contact, its all about being accessible and giving customers choices. Incoming Calls Management Institute

Messages

Universal Agent

Rules Based Priority Processing

Video & Data

Web Audio

In/Out Calls

Skill

Skill

Skill

Skill

Text Web Cell IM

Video

Email FAX Voice Mail

Live In/Out Call

EMAIL, FAX, Voice Mail

H.320, H.323 H.324 Switched or Packet

Priority

Priority

Priority

Priority

Circuit Switched Voice

27 Who Are the Players in Call Recording

Who Are the Players in Call Recording

Quality Management and Liability Recording Vendors Reviewed

28 cc: Discover

cc: Discover

Product

Benefits

cc: Voice

cc: Quality

cc: Discover The CallCopy Suite

cc: Screen

cc: Security

cc: Survey

cc: Analytics

Call recording engine able to record 100%, random, event driven, or on-demand. Digital, VoIP, CTI-based, or blended environments.

Provided with all call recording systems, cc: Quality enables you to build a diverse set of individually tailored quality evaluation forms.

Internally developed screen recording engine. Can record agent movements synchronized to audio or stand alone for email and chat. Records in Terminal Services, Dual Monitor, and in non CTI environments

Enables additional security features to meet regulatory standards which Includes API initiated blackout events, encryption of all client-server communication & stored recordings.

Measure customer satisfaction by utilizing cc:Survey IVR based system. Offered in both Hosted and Premise based solutions.

Offers key word spotting, emotion detection, and stress analysis

29 OnviCord Call Recording Complete & Comprehensive Platform

OnviCord Call Recording Complete & Comprehensive Platform

Base Features Full-time recording Selective recording Live monitoring Voice and data recording VoIP and TDM recording Browser-based playback Permission-based access QA Evaluation forms E-mail integration

Enhanced Features Random recording Rules-based call selection Search by customer data Graphical displays Comprehensive reporting Flags and comments Remote playback Speech analytics E-Learning Customer surveys

30 Best Kept Secret Low Cost Alternative - CSI Virtual Observer

Best Kept Secret Low Cost Alternative - CSI Virtual Observer

Supports Multi-Site Environments Rules Based Screen Capture Integrated Evaluation Employee Performance Reporting E-Learning/Content Delivery VO Live Live Panel, Live Desktop, Live Chat Robust Custom Report Writer Playback via Supervisor PC Quality Monitoring without Computer Telephony Integration Simple to Implement IT and Telecom Friendly Free software updates AND major product upgrades throughout ownership as long as on maintenance!

31 Workforce Optimization

Workforce Optimization

a software bundle consisting of agent-directed applications that help them work better. Customer Management Insight the convergence of the four foundation contact center applications: workforce management, quality monitoring, e-learning and performance management. Customer Management Insight Workforce optimization as a call center strategy means that agents are seen as an important part of the greater enterprise. They are a group of employees that need to be treated with care, properly trained, coached and managed because they are the people who interact with customers. Customer Management Insight predicts that 30 percent of large enterprises will start adopting an integrated WFO strategy by the end of 2009expects small-to-midsize businesses to catch on faster, largely because the value proposition is more attractive. Gartner Group help contact center managers achieve their four primary goals: improving productivity and reducing operating expenses; decreasing customer attrition; increasing revenue; and providing an outstanding customer experience. DMG Consulting

32 Call Recording Expands Business Intelligence

Call Recording Expands Business Intelligence

Speech Analytics & More Automatic Transcription Word Spotting Emotion Detection System Rules Screen Triggers Quality Monitoring Shorter, more specific evaluation forms targeted to the area of concern Enables a greater sample size for evaluation

eLearning and Coaching Modules Delivered to the associates desktop in a dynamic manner: Flat Files, Clips Voice/Screen synchronized As part of agents WFM schedule Workforce Management Forecasting Agent Scheduling Real Time Adherence Feedback Customer feedback on a specific interaction to ensure alignment

newer applications, speech analytics, performance management, surveying and coaching, and the rapid adoption of IP-based recording account for a significant portion of contact center revenue growth. DMG Consulting

Using Workforce Optimization technology to target a specific area of business to gain insight on behavior, industry trends, and overall business opportunities

33 Workforce Management Benefits

Workforce Management Benefits

Increase management effectiveness by automating forecasting, agent scheduling and productivity reporting Fine tune operations as needed by getting a near real-time pulse of contact center activity Increase forecasting accuracy by factoring in a variety of methods and historical patterns Improve customer service and maximize the overall efficiency of your center by creating schedules that incorporate each agents unique skills and proficiencies while meeting service level goals Reduce workload and increase agent satisfaction by including agent preferences, letting them swap shifts and request time off online Reduce staffing costs for centers while improving customer service and employee morale Use real time adherence tools to verify that agents work their assigned schedules What If Scenarios allow for rapid modifications to address changing needs

34 Sample Agent Dashboard

Sample Agent Dashboard

Quality Productivity My Coaching My Latest Evaluations Quality this month vs. prior Productivity this month vs. prior

35 Sample Agent Coaching Package

Sample Agent Coaching Package

36 Positive Reinforcement & Coaching Tips

Positive Reinforcement & Coaching Tips

Add a clip of the actual call; and, the agent can self-evaluate.

By having both positive comments and helpful coaching tips the agent receives specific positive reinforcement & improvement opportunities, and the coach has well-phrased coaching tips

37 WFM Customer Results

WFM Customer Results

has given us the ability to accurately forecast our business requirements, which in turn has helped us achieve accuracy and flexibility in scheduling. Our improved efficiency has enabled us to control headcount growth while maintaining strong service levels. As a result, the company has saved more than $500,000 annually.

Improved forecasting and scheduling allowed us to reduce agent occupancy, resulting in a 40% decrease in turnover.

Skill scheduling allowed us to improve our service level from 56% within 45 seconds to over 80% within 20 seconds, while reducing costs 35% at the same time.

38 Workforce Management Customer Results

Workforce Management Customer Results

39 First Contact Resolution

First Contact Resolution

One in three respondents to a survey by Dimension Data ranked improvements in first-call resolution (FCR) as the first, second or third most important factor in impacting customer satisfaction if it improves. Dimension Data an organizations bottom line is directly affected by reduced contact volumes resulting from higher First Contact Resolution rates. Merced Systems CSRs are the interface to handle customer issues and if you do not properly train, empower and equip them to handle customer issues and be a listening post when back-office processes and procedures fail, the impact can be tremendous. First Call ResolutionIts Impact and Measurement, www.metrics.net A key differentiator between Best-in-Class and other firms is the empowerment that Best-in-Class give to CSRs (customer service representatives) not only to solve problems but also to sell products and services to address customer needs. The Aberdeen Group A study by Portland Research Group found that the average consumer must call a company 2.3 times before having their issues resolved, and that future purchase intent drops from 76% to 55% with the second contact. destinationCRM.com FCR is the foremost KPI in evaluating a contact center's overall operating performance. Yankee Group, 2008

40 Measuring First Contact Resolution

Measuring First Contact Resolution

Customer Satisfaction Surveys 29%

Call Statistics Calculation 38%

Call Quality Monitoring 10%

Agent Call Log/Tick Sheet 23%

Source: Ascent Group Customer Survey, 2008

41 Customer Perceptions Matter Most

Customer Perceptions Matter Most

8%

362 companies surveyed Asked, how many thought they delivered a superior experience to their customers? Response 80% said yes Their customers were asked how many of the companies actually delivered a superior experience? Response only ____ did!

Most AIRS centers report high satisfaction ratings but was it really a superior experience? How can it be improved? Ask your customers!

42 World-Class Contact Centers Monitor Quality by Measuring Customer

World-Class Contact Centers Monitor Quality by Measuring Customer

Delight

Each week contact at least 5 customers and ask:

Consider average response rate and cost when choosing a survey.

What do you love about our service? What do you hate about our service? If you provided the service, what would you change?

According to a 2007 ICMI survey on performance metrics conducted by ICMI, one in three centers today (29.3%) do not ask the customer for feedback.

43 Integrated Feedback Surveys

Integrated Feedback Surveys

The ultimate calibration tool Ties survey results to recorded call and quality evaluations Customer automatically delivered to survey following call Immediate response captured with agent ID

44 Finding the Calls You Really Need to Hear

Finding the Calls You Really Need to Hear

Search for repetitive words or phrases

High emotion level on the customers side of the call

Mention of words that indicate dissatisfaction

Agent puts customer on hold - probably for consultation

Agent accesses certain areas of knowledge database

The customer gives a low service satisfaction score

45 DMG Identified Benefits of Speech Analytics

DMG Identified Benefits of Speech Analytics

The payback period from successfully implemented speech analytics applications is approximately 9 to 12 months. DMG Consulting

Reduced Operating Expenses Improved Quality Enhanced Customer Experience Increased Revenue Reduced Corporate Liability Perhaps even more compelling, organizations can identify and document the impact of sales and marketing initiatives and operational issues (such as a billing problem) on the contact center and other functional organizations. DMG Consulting

46 Actual Sample Customer ROI with Analytics

Actual Sample Customer ROI with Analytics

Improvement

Metrics

Agent Productivity Customer Satisfaction/Loyalty Quality Scores Agent Turnover First Contact Resolution Sales Conversion Reduced Training Time Reduced Call Volume Improve Systems/Self-Service Reduced Risk / Liability

3-10% 5-12% 5-15% 2-4% 1-7% 8-15% 5-10%

8-20% 10-23% 7-20% 5-8% 6-20% 10-25% 10-20% 1-5% 1-7% .5-5%

Precision Monitoring

Automated Random QM

47 Gartners Contact Center WFO Magic Quadrant

Gartners Contact Center WFO Magic Quadrant

As defined by Gartner, Leaders in the WFO market provide functionally broad and deep WFO software portfolios that can be deployed and supported globally. They are suitable for all sizes and complexities of enterprises and have broad industry coverage. Revenue is strong, and new references are readily available.

Evaluation criteria: Market understanding Product/service Offering (product) strategy Customer experience Innovation Overall viability Business model Sales execution/pricing Marketing strategy Marketing execution Sales strategy Operations Vertical industry strategy Market responsiveness/ track record Geographic strategy

Source: Gartner, Magic Quadrant for Contact Center Workforce Optimization, Jim Davies, Sept. 26, 2008

48 Who Are the WFO Players

Who Are the WFO Players

Nice Recognized as WFO Leader in Gartners Magic Quadrant

According to Gartner, NICE leads the market with the best comprehensive solution for: Recording Quality Management Workforce Management Interaction Analytics Performance Management Coaching Customer Feedback

Source: Gartner Magic Quadrant for Contact Center Workforce Optimization Sept. 26, 2008

49 Nice Express offers lower cost version for smaller contact centers

Nice Express offers lower cost version for smaller contact centers

Nice Perform Packages

Interactions Package

Standard Package

Advanced Package

My Universe Quality Monitoring

X

X

Business Analyzer interactions evaluations and audit trail modules.

X

X

X

Reporter

X

X

Rules Manager - Scheduler, Storage (when Storage Center is part of the solution)

X

X

X

Rules Manager Scoring and Classification

X

Monitor

X

X

X

Recording On Demand (ROD)

X

X

X

List Editor

X

X

X

System & User Administrator

X

X

X

Forms Designer

X

X

Call Flow Analysis (CTI events)

X

Nice Feedback Customer Survey

Optional

Optional

Optional

NICE Coaching

Optional

X

ScreenSense

Optional

Optional

Optional

Storage Center

Optional

Optional

Optional

50 Nice/IEX TotalView WFM Solution

Nice/IEX TotalView WFM Solution

A comprehensive solution for managing contact center performance

51 NICE SmartCenter  High Performance, Delivered

NICE SmartCenter High Performance, Delivered

Leading solutions in every category, unified within a Service-Oriented Architecture, supported by proven implementation methodology

Sites / Regions

52 Supervisor Dashboard

Supervisor Dashboard

53 Access and View Agent Schedules

Access and View Agent Schedules

54 Customer Feedback vs

Customer Feedback vs

Evaluations

55 NICE Perform Insight from Interactions

NICE Perform Insight from Interactions

Improve first-contact resolution Uncover operational inefficiencies Identify high-risk customers Thwart competitor activities Better understand customer needs Monitor campaign effectiveness Identify knowledge gaps

56 NICE SmartCenter in Action Reduce Average Handle Time

NICE SmartCenter in Action Reduce Average Handle Time

57 Complete Incident Information Management The NICE Approach to Public

Complete Incident Information Management The NICE Approach to Public

Safety

Detect events through advanced analytics and transition from responder to preventer Verify the situations severity through complete incident visibility Resolve the situation applying an automated incident response Investigate wisely using linked databases Prosecute based on complete 360? view of incident Improve operations based on activity analysis reports

360 Incident View

57

58 The Power of Incident Information Management

The Power of Incident Information Management

GIS/AVL/CAD

Video

Voice

Easy to access Easy to reconstruct Easy to share Easy to protect EASY TO CONTROL

Central repository of incident information Digitally secured Access controlled

Incident2

58

59 WFO Market Share Leaders

WFO Market Share Leaders

Internet Protocol (IP) Recording

Workforce Optimization with Recording

Speech Analytics

Quality Monitoring

2008 Speech Analytics Market Report, DMG Consulting (based on number of implementations)

2008 Voice/Data Recording/ Speech Analytics Market, Tern Systems (based on CSR shipments)

2008 Quality Management/Liability Recording Market Share Report, DMG Consulting (based on total IP recording revenue)

2008 Quality Management/Liability Recording Market Share Report, DMG Consulting (based on WFO and recording revenue)

Workforce Management

Workforce Management Services

Workforce Optimization Services

Workforce Optimization

2008 North American Agent Performance Optimization Markets, Frost & Sullivan (based on product and services revenue)

2008 North American Agent Performance Optimization Markets, Frost & Sullivan (based on WFM+QM revenue combined)

2008 North American Agent Performance Optimization Markets, Frost & Sullivan ( based on WFM+QM service revenue combined)

2008 North American Agent Performance Optimization Markets, Frost & Sullivan (based on WFM services revenue)

60 Verint Unified Solution Portfolio

Verint Unified Solution Portfolio

Verint Express offers lower cost solution for smaller contact centers.

61 Analyst Praise for Verint Analytics

Analyst Praise for Verint Analytics

Saddletree Research views the Verint approach to speech analytics as the most comprehensive and efficient offering on the market todayVerint has set the competitive bar -- Paul Stockford Saddletree Research

Verint is furthering growth by positioning its recording technology at the centre of an up-market analytics offering aimed at enterprise users. APO tools (and the new generation of analytical add-ons) are the best way to identify weaknesses and amplify strengths in the entire chain of the customer experience. Customer-agent interaction recordings are being increasingly utilized to unearth intelligence that is of interest to users at various levels both within the contact centre as well as the enterprise.

62 Verint Has Three Levels of Speech Analytics

Verint Has Three Levels of Speech Analytics

BUSINESS VALUE

INTELLIGENCE

Find out what you do not know to look for

Find isolated calls of interest

Mine categorized calls and suggest root cause

Spot 20-200 defined words

ROOT CAUSE ANALYTICS TELL ME WHY

KEYWORD SPOTTING

63 Automated Root Cause with Tell Me WhyTM

Automated Root Cause with Tell Me WhyTM

TellMeWhyTM surfaces the root cause of key business issues Continuously mines all calls surfacing top drivers No need to predefine terms or reprocess calls Category wizard groups contents of customer interactions Non-categorized calls are used as a reference group delivering true root cause for every category or search result

Customer Complaints

Change policy

Technician didnt show

Activity fees

Wrong information

64 The ROI Behind Why Are My Customers Calling

The ROI Behind Why Are My Customers Calling

Online issues = 10% of all calls Password Reset issues = 8%

Service Call AHT = 7.5 minutes Online AHT = 9 minutes

Average Cost Per Call $4.50 Possible Cost Saving $252,000 Annually

Enterprise determines it is too costly NOT to change web functionality

Customer Calls to Reset Password

Rep Reports Increase in Calls to Management

too costly to change the Web Site Functionality

Management meets with IT

Web Development

65 Autonomy eTalk Qfiniti

Autonomy eTalk Qfiniti

Quality Monitoring - automated interaction recording and playback that streamlines complicated monitoring and evaluation processes Workforce Management - intelligent forecasting and scheduling for optimizing contact center staff Training - online training tools and integrated coaching features supplement classroom and one-on-one training programs Post-call Survey - automated customer surveys directly following a service interaction that provides direct and immediate feedback to the organization Performance Management - tools for assessing, improving and tracking performance in the contact center Interaction Analysis - the ability to process speech and text interactions based on their conceptual meaning to extract business intelligence

Qfiniti WFM takes into consideration Desired service levels Required forecast to handle the volume of contacts in each unique queue Real-time monitoring of call volumes to forecasted agents Skill types that match specific customer needs ACD routing and queuing logic Agent work preferences

66 Call Recording Return on Investment

Call Recording Return on Investment

Reduced Costs Monitoring Time Evaluation Time New Agent Training Repetitive Coaching Reduced Talk Times Reduced Agent Turnover

Increased Productivity Improved Supervisor Performance Create Targeted Training Programs Create Better Trained Agents Improved Agent Consistency Improved Agent Performance & Morale

Increased Revenue Improved Customer Retention Increased Upsell Opportunities Improved Time to Market for Products

Reduced Risk Telesales Compliance Customer Claims He said, She said

67 Thank You

Thank You

Questions?

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