Changing the Game: Impact 360TMIP Communication Recording & Workforce Optimization (WFO)

Stephen Abraham Loh – PresenterEmail: sloh@witness.com

mailto:sloh@witness.com

Agenda

• Interaction Recording – Why, How, and How IP Communications is changing this landscape• Cisco IP Communications Recording with Impact360TM IP Recorder• Cisco IP Contact Center Workforce Optimization with Impact360TM

Quality MonitoringWorkforce ManagementPerformance Management ScorecardsE-Learning

• Cisco and Witness Systems

Why Record?COMPLIANCE/REGULATORY• Are there legal requirements for recordings?• Example: Banks, Trading Floors, Forex

BUSINESS EFFICIENCY AND DISPUTE MANAGEMENT• Audit trail of verbal commitment• Verbal contracts, reducing paperwork• Direct debits initiated immediately if recorded• Helpdesk, 999 Services, etc

SECURITY ISSUES, RISK REDUCTION• Identification/storage of threatening calls• Tracking crank calls

CONTACT CENTER OPTIMIZATION• Identification of good and bad practice calls• Training and monitoring requirements• Tracking soft skills and managing agent performance

ACD / PBX

ISDN lines Storage

• Recording normally performed using large boxes of proprietary hardware. Very in-flexible hardware.

• You could record trunks or telsets, requiring proprietary cards• Moves, Adds and Changes often difficult and time consuming

due to hardwire-tapping methods• Proprietary Recorders are cumbersome, complex and

expensive to maintain• Security is a concern as you can tap anywhere

How Recording was done in TDM

Cisco IP Communications RecordingCisco Call Manager

Impact360 IP Recorder

Cisco Switch Voice Gateway

IP Phones

Voice VLAN SPAN

• Software only solution, on open Intel servers – absolute flexibility on capacity, resiliency, storage, archive

• Recording via Port/VLAN Mirror or SPAN• No complex wiring and cabling. Moves, Adds and Changes

just needs configuration on the IP Recorder.• Security can be easily controlled (Cisco Switching)• Voice can now be encrypted using Cisco SRTP, and can be

recorded in Impact360.

Cisco IP Communications Recording

• IP Communications is captured in stereo view! You can know who is saying, when and what. This is unique to Cisco.

You press record here What you would have kept

The whole call is kept with Witness Exec Record

ExecRecord XML Services

• Provides Full-Time Recording and “ExecRecord”TM

Web Browser Access to recordings

Shortcuts

Queries

Search Results

Call Playback and Export

Full Audit of System

Web Language Configuration Support

Over 100 Languages

Summary of Cisco IP Recording

• Cisco Recording Technology is a giant leap from TDM recording

• Stereo provides absolute view into regulatory proof of who said what.

• Software only solution provides absolute flexibility.

• Encryption provides absolute security over TDM.• ExecRecordTM provides the reason for everyone

to go to Cisco IP Communications• And More!

What about Cisco IP Contact Center?A brighter future awaits us with Cisco WFO

Cisco IP Contact Center Quality Monitoring (QM)

Applications:

• Call Centers• Contact Centers• Back Office Processing

Features:

• Software only solution• Voice and/or Screen Capture• Advanced Business Rules, Selective, Scheduled, Record on Demand, Total Recording• Browser based access for Quality Monitoring• Powerful Browser based Reporting

Hold FrequencyGreen = No Holds within the call; Yellow = 1 Hold within the call; Orange = Two Holds within the call

Red = Three or more Hold within the same call

Interaction Visualization & Analysis

Applications:

• Call Centers• Contact Centers

Features:

• Additional Analysis for Recording & Quality monitoring• Color coding interactions based on business outcome such as Hold, Transfer, First Call Resolution, Up Sell, Cross Sell, Type of Call, Flags etc• Drill down to calls / screens from dash board

Desktop Activity Tracking & AnalysisApplications:

• Call Centers• Contact Centers• Back Office Processing• Enterprises

Features:

• Software only solution• Tracks productivity & efficiency• Drill Down functionality to lowest details• Alerts & Triggers for workflow• Security tracking• Live monitoring of screen activity with control

Speech Recognition and AnalyticsApplications:

• Call Centers• Contact Centers• Emergency Centers• Help Desk

Features:

• Large Vocabulary Continuous Speech Recognition (LVCSR)• Keywords, Strings, Adds/Subtracts, Proximity, Homonyms, Synonyms, Unknown words etc• Speech content trending• Automated Call Classification• Automated Call Scoring• Flagging and Alerts• Powerful trending reporting engine

Applications:

• Call Centers• Contact Centers

Features:

• Software only solution• Forecasting & Scheduling• Web Portal Self Services• Work Rules, Preferences, Shift Swap, Shift Bidding• Time off Management• Real time & Scheduled Adherence• Long Term Planning• Powerful simulation & reporting engine

Contact Center Workforce Management (WFM)

IP Contact Center Performance Management (PM)Applications for Contact Center:• Automatic Consolidation of Performance Data in Contact Center• KPI & Goals management with Drill down & Roll Up• Alerts

IP Contact Center Actionable e-Learning

Applications:

• Call Centers• Contact Centers• Enterprises

Features:

• Delivers multimedia training to agents PC• Software only solution• Actionable Learning Environment (AICC)• Best Practices Learning Modules for Contact Centers• Powerful reporting • Powerful e-learning authoring engine•

Impact360TM Unified Architecture

WFO Synergies

Deliver learning when results fall below expectations

Use quality score as factor in schedules

Drill to interactions from scorecard

Combine evaluation scores with other metrics in scorecard

Drill to lesson assignment from replay

Note new skill levels during replay

Deliver learning based on evaluated skill gaps

Drill to training home page to initiate training

Insert training request into scheduler’s task list

Drill to adherence from scorecard KPIs

Combine adherence stats with other metrics in scorecard

Drill to scorecard from schedule

System Administration1. Central Configuration and Management2. Single sign on across apps3. Same Look and Feel across apps3. Single report and analysis engine

Realtime

WORKFORCEMANAGEMENT

QUALITYMONITORING/

CALLRECORDING

eLEARNING

PERFORMANCEMANAGEMENT

Add skill levels to other metrics in scorecard

Drill to call from adherence

Live monitor from adherence Record from adherence

Combine other Contact Center Metrics

Summary of Cisco IPCC Workforce Optimization

• Quality Monitoring provides a facility to manage the effectiveness of the agents.

• Workforce Management ensures you have the right number of the right people at the right time to serve your customers and meet service levels without high operating costs.

• Performance Management automatically provides all the relevant information to you daily to run your operations without the need to look through tens of separate reports.

• E-learning provides a facility to automatically train your agents at the right time on the desktop, improving effectivness of the agents

• Cisco WFO by Witness.

Witness Systems Around the World

MalaysiaMalaysia

Sample Quality Monitoring Customers WW

Insurance & Finance

Outsourcers

Technology

Communications

Banking

Hospitality &Travel

Retail

General Business

http://www.medco.com/medco/corporate/home.jsp?BV_SessionID=@@@@1816618542.1098382451-mm430554363190@@@@&BV_EngineID=ccciadcmlgklehecfklcgffdghfdfgl.0http://www.convergys.com/index.htmlhttp://www.hilton.com/en/hi/index.jhtml;jsessionid=0ZPJASULAIIBLJ31AOR2HZQ

Sample WFM Customers Worldwide Insurance &

Finance

Banking

Outsourcers

Communications

Technology

Travel & Transportation

Healthcare

Consumer Goods

Manufacturing

Leader in IP Telephony Recording (over 1500 sites on Cisco platform alone)

http://www.voiprecording.com/http://www.compaq.com/products/servers/proliantdl320/index.html

Strong Financials

For More InformationSales InquiriesAmericas: Contact Ms Christine Hertzog at

chertzog@witness.com or 1 408 830 5567EMEA: Contact Mr Andy Davies at adavies@witness.com or

+44 (0) 777 400 6051APAC: Contact Mr Stephen Abraham Loh at

sloh@witness.com or +60 12 207 1878• The Witness Systems Sales Playbook is available at:

http://ework.cisco.com/Livelink/livelink.exe?func=ll&objId=8662699&objAction=browse&sort=name

Solution Questions or RequirementsContact Stephen Abraham Loh at sloh@witness.com

mailto:chertzog@witness.commailto:adavies@witness.commailto:sloh@witness.commailto:sloh@witness.comhttp://ework.cisco.com/Livelink/livelink.exe?func=ll&objId=8662699&objAction=browse&sort=namehttp://ework.cisco.com/Livelink/livelink.exe?func=ll&objId=8662699&objAction=browse&sort=name

Changing the Game: Impact 360TM IP Communication Recording & Workforce Optimization (WFO)AgendaWeb Browser Access to recordingsFull Audit of SystemWeb Language Configuration SupportSummary of Cisco IP RecordingImpact360TM Unified ArchitectureSummary of Cisco IPCC Workforce OptimizationSample Quality Monitoring Customers WWSample WFM Customers WorldwideStrong FinancialsFor More Information