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Acqueon - RAP CMS Data Bridge - Presentation
 

Acqueon - RAP CMS Data Bridge - Presentation

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A presentation on Acqueon's product RAP CMS Databridge, a business intelligence plug-in to Avaya CMS. RAP CMS Data Bridge links CTI driven business data with Avaya CMS based reports.

A presentation on Acqueon's product RAP CMS Databridge, a business intelligence plug-in to Avaya CMS. RAP CMS Data Bridge links CTI driven business data with Avaya CMS based reports.

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    Acqueon - RAP CMS Data Bridge - Presentation Acqueon - RAP CMS Data Bridge - Presentation Presentation Transcript

    • RAP CMS Data Bridge
      Overview
    • Agenda
      About Acqueon
      The Need
      RAP CMS Data Bridge
      Applications
      Sample Usage
    • About Acqueon
    • Acqueon Technologies Inc
      Acqueon Technologies Inc specializes in developing products and solutions for the Customer Interaction Management (CIM) industry
      These products and solutions use business logic to deliver a distinctive customer experience by enabling organizations to not just interact with their customers – but relate
    • Acqueon Technologies Inc
      Acqueon products and solutions also offer a compelling Total Cost of Ownership (TCO), which is further enhanced by rapid deployment
      Acqueon products and solutions handle millions of transactions every day at multiple sites and are implemented across various verticals such as Banking, Insurance, Retail, Telecom, Healthcare, and Education among others, in over 17 countries
    • The Need
    • What is Avaya CMS
      Avaya Call Management System (CMS) is an Operational Effectiveness solution from Avaya
      It offers integrated analysis and reporting to help you keep in touch with virtually everything that’s going on in your contact center – whether you want to evaluate the performance of
      Agent
      Group of agents
      VDN’s
      Skills
      Single contact center, or multiple locations around the world.
      Avaya CMS provides robust real-time monitoring and historical reporting, including custom reporting
      It works with one or more of your Avaya Media Servers and Gateways
    • How Does Avaya CMS Help You?
      Avaya CMS helps you optimize the efficiency of your call center by allowing you to
      Increase call volume without adding staff
      Enhance productivity while keeping close control on costs
      Recruit and retain top agents
      Support Business Continuity
    • But Are We Tracking Our Customer Experience?
      Do you really know what is the experience of your experienced customers?
      Did your Gold customer spend waiting 5 minutes on the queue and then abandoned?
      Is your Customer Business Data linked to your Call Center Reports?
    • The Solution Is…..
      To bring Business Intelligence to your Call Center Reports, the answer is RAP CMS Data Bridge
      RAP CMS Data Bridge links CTI driven business data with Avaya CMS (ECHI) based reports
      Gives a complete picture of the Call Center linked with Business Data
    • RAP CMS Data Bridge
    • What is RAP CMS Data Bridge
      RAP CMS Data Bridge is the business intelligence plug-in to Avaya CMS
      Integrates with ECHI (External Call History Interface) of Avaya CMS to capture “Call by Call” Call Center Reports
      These “Call by Call” data can be integrated with the Business Data like “Business Outcome”, “Customer Type”, etc typically captured by CTI engines
      Provides Web based Reports with Report Designer for custom templates
      Designed for quick installation and deployment
    • Architecture
    • How Does It Work?
      RAP CMS Data Bridge is a tool for fetching and storing ECHI feed from CMS
      Avaya CMS needs to enable the ECHI license
      It can be configured to dump the ECHI files into the remote RAP CMS machine using ftp
      RAP CMS Data Bridge monitors for new files, and parses the same and inserts call by call data in the Database
      Custom Reports are designed using the RAP CMS Report Designer and viewed using the RAP CMS Report Viewer
    • Support Infrastructure
      Avaya CMS Support
      Version 5, 12 and 13
      Database Support
      SQL Server
      Oracle
    • Benefits
      Report generation and viewing made easier
      Customer behavior can be analyzed
      Call Center statistics based on business parameters are obtained
      Call Centers will be able to cut costs by not investing in other reporting tools – improves overall efficiency
      As report generation is made easier, Call Center executives save a lot of time every time reports are generated – the modules are designed just once
    • Applications
    • RAP CMS – Applications
      RAP CMS Historical Report Designer
      RAP CMS Historical Report Viewer
    • Historical Report Designer
      Create new custom Report templates
      Create entries on the Report Viewer for new templates
    • Historical Report Designer
    • Historical Report Designer
      For the Input Field parameters define the mode of entry
      Text Box for static entry
      List Box for multi selection
      Combo Box for single selection
    • Historical Report Viewer
    • Historical Report Viewer
      Historical Web based Report Viewer
      Reports available in Tabular Format
      Provides Reports for all elements provided by Avaya CMS for individual calls
      For Cradle to Grave Reports for individual customer calls linked with business data from CTI servers can be custom developed
      Uses MS SQL reporting engine
      Reports can be exported to pdf, excel, etc
    • Sample Report
    • Sample Usage
    • Call Data Linked with CTI Data
      Customer call related data like “hold time”, “Talk Time”, etc linked with CTI captured data like “Customer ID” and “Case ID”
      This is possible using UCID (Universal Call ID) as supplied by Avaya over the CMS to RAP CMS Data Bridge and CTI link to the CTI Server
      RAP CMS will store call statistics reporting data for individual calls with UCID
      Similarly CTI Server should also store CTI captured reporting data for individual calls with UCID
      To provide cradle to grave reports linked with business data, custom reports can be developed linking these two sources of data using UCID
    • Call Data Linked with CTI Data
      UCID
      Sample Integration showing linked data of RAP CMS with CTI data like “Customer ID”, “Case ID”, etc
    • Tracking Call Transfers
      RAP CMS captures “Call ID”, which remains unique for a customer interaction across multiple call segments or when a call is transferred across agents
    • Thank You
      India Email: sales@acqueon.com
      Phone: +91 9840711729 support@acqueon.com
      USA
      Phone: +1 609 945 3139