Avaya IQ
Contact Center Reporting & Analytics
Kay Phelps
Senior Marketing Manager
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
1
Agenda
1
Introducing Avaya IQ
2
Building upon the Heritage of CMS
3
What Makes Avaya IQ Sizzle
4
Target Customers
5
Customer Case Study
6 Resources
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
2
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
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
3
Agenda
1
Introducing Avaya IQ
2
Building upon the Heritage of CMS
3
What Makes Avaya IQ Sizzle
4
Target Customers
5
Customer Case Study
6 Resources
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
4
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
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
5
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
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
6
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
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
7
Agenda
1
Introducing Avaya IQ
2
Building upon the Heritage of CMS
3
What Makes Avaya IQ Sizzle
4
Target Customers
5
Customer Case Study
6 Resources
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
8
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?
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
9
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
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
10
Avaya IQ Delivers Actionable Intelligence
Make business decisions based on facts
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
11
Avaya IQ - Agent Behavior Analytics
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
12
Drill Down to Details to Learn More
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
13
Looks Like we Have Problems to Fix…
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
14
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
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
15
Agenda
1
Introducing Avaya IQ
2
Building upon the Heritage of CMS
3
What Makes Avaya IQ Sizzle
4
Target Customers
5
Customer Case Study
6 Resources
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
16
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.
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
17
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
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
18
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.?
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
19
Agenda
1
Introducing Avaya IQ
2
Building upon the Heritage of CMS
3
What Makes Avaya IQ Sizzle
4
Target Customers
5
Customer Case Study
6 Resources
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
20
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
“Our employees now have the tools they need to provide a superior
level of customer service.” Giesla Schepers, Contact Center Manager
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
21
Agenda
1
Introducing Avaya IQ
2
Building upon the Heritage of CMS
3
What Makes Avaya IQ Sizzle
4
Target Customers
5
Customer Case Study
6 Resources
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
22
Resources on www.Avaya.com
Home>Products>Products A-Z>IQ
Select “Resources”
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
23
Resources on www.Avaya.com
Path: Home>Products>Products AZ>IQ>Resources
Brochure
Flash demo
Product reviews
White papers
And, of course, Marki
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
24
© 2007 Avaya Inc. All rights reserved.
Avaya – Confidential.
Avaya – Confidential.
25
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