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OnTraQ Keeping Call Centers OnTraQ

OnTraQ Keeping Call Centers OnTraQ. Agenda. OnTraQ for the Enterprise Complement to ProCenter & Genesys Leveraging Switch Only ACD OnTraQ Overview Application Features Landscape Alternatives Benefits & Value Summary Questions & Answers. Advanced Call Center Performance Analysis.

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OnTraQ Keeping Call Centers OnTraQ

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  1. OnTraQKeeping Call Centers OnTraQ

  2. Agenda • OnTraQ for the Enterprise • Complement to ProCenter & Genesys • Leveraging Switch Only ACD • OnTraQ Overview • Application Features • Landscape Alternatives • Benefits & Value Summary • Questions & Answers Advanced Call Center Performance Analysis

  3. Complement to ProCenter & GenesysExtend the Feature Set OnTraQ Traffic Analyst ProCenter • IVR Visibility • Life of Call • Historical Data beyond One Year • IVR Stages Integrated • Real Time • Easy Accessibility HiPath 4000 Call Center A

  4. ProCenter Complement to ProCenter & GenesysEnable Business Continuity OnTraQ Traffic Analyst ProCenter Leverage Switch Only ACD • Visibility of calls & workload • Agent Status Control of Real-Time Situations for Improved Customer Service Real-Time & Historical Reports HiPath 4000 Call Center A

  5. Leverage Switch Only ACDSingle Site Group Skills Routing Enhances Management, Efficiency, Accuracy & Productivity Increases Visibility of Calls & Workload Improves Resource Planning & Utilization Control of Real-Time Situations for Improved Customer Service Life of Call Reporting Lower Total Cost Solution OnTraQ Traffic Analyst OnTraQ Traffic Analyst The combination of OnTraQ analytics with Switch Only ACD routing provides a world class call center environment at less than half the cost of ProCenter or Genesys. HiPath 4000 Call Center A Call Center B

  6. Leverage Switch Only ACDMultiple Site / Common Queue OnTraQ Traffic Analyst Single Portal for Viewing Real Time Status & Historical Reports for Multiple Call Centers Reduces Effort to Monitor Performance across Multiple Sites Lower Total Solution Cost IPDA LAN/WAN HiPath 4000 Call Center A Call Center B Call Center C

  7. OnTraQ Traffic Analyst LAN/WAN LAN/WAN Failure LAN/WAN HiPath 4000 • Agent Status • Service Group Status • Limited Activity logs Call Center A Call Center B Leverage Switch Only ACDSurvivable IPDA HiPath 4000 Failure OnTraQ Traffic Analyst OnTraQ • Maintain all OnTraQ analytics for remote call center LAN/WAN HiPath 4000 HiPath 4000 Survivable IPDA Call Center A Call Center B Call Center C

  8. Leverage Switch Only ACDMultiple Site / Multiple Queue OnTraQ Traffic Analyst Single Portal for Viewing Real Time Status & Historical Reports for Multiple Call Centers Reduces Effort to Monitor Performance across Multiple Sites Lower Total Solution Cost OnTraQ LAN/WAN HiPath 4000 HiPath 4000 Call Center A Call Center B Call Center C

  9. OnTraQ OverviewAdvanced Call Center Performance Analysis

  10. Modules • Call Accounting • Network usage tracking & reporting • Scalable & affordable • Network • Monitor workload & performance oftrunks, trunk groups & IP gateways • TDM & VoIP modeling • Console • Monitor workload & performance of console operators & console operator groups • Staff allocation • OnTraQ • Track call center service levels, queues & agent activity • Call center dashboard & customer-centric metrics Flexibility to Tailor a Solution

  11. For Queue, Agent & IVR Analytics of Your Design Customer Centric Service Metrics Virtual Service Groups Results by ANI & DNIS Virtual Agent Teams User Defined Alarms Enhances Manager, Supervisor & Agent Productivity & Performance Manage Agent States Unlimited Management / Supervisor Consoles Customized Dashboard Real Time Agent & Queue Status Gauges User Defined Reports & Outputs Personal & Shared Templates Graphs Schedule to E-mail, File & Printer Export to MS-Excel & PDF OnTraQ Value to the Enterprise Enables Optimization Delivers Rich Features The Cost Effective Solution Easiest to Implement, Maintain & Use Actionable Intelligence

  12. OnTraQ Customized Dashboard User Definable Tablet Select Desired Displays & Reports from Explorer Let’s start by adding an Agent Status display

  13. OnTraQ Agent Status Real Time Sort-able by: • Agent • Service Group • Time in State

  14. OnTraQ Service Group Status Let’s add a Service Group Status display User Definable Multi-Tiered Alarms Display Just the Columns You Want

  15. OnTraQ Choice of Graphical Gauges Speedometer & Histogram for Calls in Queue Histogram for Count of Agents by State

  16. OnTraQActivity Log Monitor Detailed Agent Activities • Schedule adherence • Training needs • Performance targets Sort by any Field Filter by Time & Activity Type

  17. OnTraQ Life of Call Real-Time Chronology of Call Activity including IVR Activity Easily Accessed Directly from Explorer Available for Agent, ACD Group, Service Group & Svc Group Pool Perspective Expandable Detail

  18. OnTraQ Real-Time & Historical Views From a Single Portal • Performance • Usage • Time Utilization User Definable Content • Dates & Times • Service Groups • Columns

  19. OnTraQ Real-Time & Historical Views User Definable Graphs

  20. OnTraQLandscape Alternatives

  21. OnTraQ Landscape #1 HiPath 4000 Single Site Call Center CAP Link • Server • CAP V3.0 Application • OnTraQ Real-Time Application • Traffic Analyst Reporting Application Company LAN

  22. OnTraQ Landscape #2 HiPath 4000 HiPath 4000 Multi-Site Call Center CAP Link CAP Link • Server • CAP V3.0 Application • OnTraQ Real-Time Application • Server • CAP V3.0 Application • OnTraQ Real-Time Application Company LAN LAN/WAN Company LAN • Server • Traffic Analyst Reporting Application

  23. Survivable Optional For redundancy & enhanced performance ofreal-time displays. CAP Link • Server • CAP V3.0 Application • OnTraQ Real-Time Application OnTraQ Landscape #3 HiPath 4000 IPDA Multi-Site Call Center using IPDAs CAP Link • Server • CAP V3.0 Application • OnTraQ Real-Time Application Company LAN Company LAN LAN/WAN • Server • Traffic Analyst Reporting Application

  24. OnTraQSolution Components • OnTraQ • OnTraQ Licenses based on Stations with AGENT Privileges • Installed by Impact Technologies • CAP v3.0 Server Application • Prerequisite • Licenses based on RCGs & Stations with AGENT Privileges • Ordered independently of Traffic Analyst & OnTraQ • Installed by Siemens or distributor • Servers & Workstations are Customer Provided

  25. OnTraQ Value Summary • Increased Call Center Management Effectiveness • Concise & readily available performance metrics • Single dashboard of real-time & historical views • Customer centric service metrics • Improved Agent Productivity • Visibility of call activity & workload • Sustains service during outages • Enhanced Customer Service • Identifies service affecting issues • Provides backup for ProCenter & Genesys • Cost Effective • Less expensive alternative to ProCenter • Maintains service during primary outage • Easy implementation & customization Advanced Performance Management of HiPath 4000 Call Centers Enhanced IVR Performance & Provisioning for Reduced Cost of Ownership Business Continuity Assurance for HiPath ProCenter & Genesys Environments

  26. “Even if you’re on the right track, you’ll get run over if you just sit there.” Will Rogers Get OnTraQ!

  27. Questions

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