Impact 360' Quality Monitoring Package from Witness Systems ...Document Transcript
Impact 360™ Quality Monitoring
Package from Witness Systems
Powered by Avaya
Reduce Costs through Performance Improvement
How do you help your contact center associates improve their performance and
consistently maximize results? In order to provide superior service, recording, evaluating,
analyzing and using customer interactions for best practices training to ensure quality
performance is now mission critical. Help your agents to provide unmatched service - one
customer interaction at a time – with the Impact 360™ Quality Monitoring solution.
As part of the robust Avaya Operational Effectiveness The Quality Monitoring Package includes a tightly integrated
portfolio in the Customer Interaction Suite, Avaya set of business functions that help customers make better
offers the Impact 360™ Quality Monitoring Package decisions faster by streamlining processes and providing
to enable businesses to realize the benefits of quality information that is difficult to access through independent
monitoring, performance management, and e-learning applications. These business integrations enable users to:
throughout your enterprise. With the Quality Monitoring
• Drill to a recorded call from a scorecard
Package you can accurately gauge your contact center’s
performance, identify trends and opportunities, and • Easily turn recordings into training
streamline processes where needed. In other words, • Combine quality evaluation scores with other metrics
you can enhance the quality of the service you deliver within a scorecard
to your customers through continuous performance
improvement. The “out of box” integration with Avaya
Robust, “Intelligent” Monitoring
Communication Manager provides a software-based
The Quality Monitoring Package records your associates’
solution that allows customers to make their own
voice interactions with your customers, as well as their
hardware decisions and leverage their existing IT
corresponding computer desktop activities, such as data
infrastructure, making it easier to install and maintain
entry, screen navigation and data retrieval. By capturing
and reducing your total cost of ownership.
both voice and desktop activity and synchronizing them
during replay, you can achieve thorough and objective The system lets your agents trigger recordings on-demand
customer interaction recording. and in real-time. In situations such as a serious complaint,
or customer feedback about a new product or service,
“Intelligent” recording lets you trigger your recordings agent-initiated monitoring is as simple as clicking a button
through rich CTI integration to your automated call (a helpful self-development tool for your agents). If your
The Impact 360™
distributor (ACD) or predictive dialer. Our leading- organization prefers, you can even allow your agents to
edge CTI capabilities facilitate random monitoring and disable monitoring for a particular call (a useful feature
monitoring in free-seating environments. It all adds up to when a customer requests it for legal purposes).
“intelligent” monitoring for your call center:
capabilities, which • Random agent and event monitoring lets you monitor Meet Your Needs With Full Time Recording
allow companies automatically a percentage, or sample size, of
Your contact center responds to thousands of customer
to record essential contacts and record them for future playback.
requests – some you need to record and store for later
customer • Agent data linking supports recording in free seating use in compliance or sales verification situations.
interactions based environments by monitoring agents regardless of The Quality Monitoring Package provides full-time
on user-defined where they are sitting. recording to capture and store those sales verification or
business rules such compliance calls as well as those calls that will be used
• Selective call recording based on business needs,
as DNIS, ANI and/ for training or business process optimization purposes.
campaigns, products, high-value customers and
or Hunt Group.
more. Your company may choose to record all of your
Use the Quality
collection interactions, 75% of customer escalations, Patented Data Capture Technique
but only 5% of service contacts for training purposes. Data recording is crucial because in addition to
Package to understanding how well your workers are verbally interacting
You define the type of calls the system records as calls
record and with your customers, you want to know how well they’re
come through the ACD or predictive dialer. The result?
evaluate the using your contact center or productivity tools, responding
No missed or partially recorded calls and newfound gains
interactions to e-mail inquiries, or “chatting” with customers on the
critical to your Web. By capturing screen activity you can train associates
operating You can customize the events that initiate recording by to navigate screens more efficiently and provide superb
performance. integrating with third party applications. For example, customer interactions regardless of medium.
you can trigger recordings using external applications by
The Quality Monitoring Package features a patented data
configuring the system to begin recording when an agent
capture technique that saves only changed areas of the
fills in a specific field within your desktop application.
screen to minimize your network utilization, as opposed
to other capture methods that tax network resources and
may slow down other production applications.
Contact Management and Retrieval
Recordings can be triggered and filed based on business
rules that you establish and can be changed quickly to
reflect your shifting business priorities. The solution can
notify individuals or groups of the captured contacts
and files the recorded interactions automatically in
designated folders accessible from a browser. Reviewers
can make notes by adding voice and text annotations
to recorded contacts for others to view, or for training
purposes. With the proper security, you can export these
interactions to non-system users in an AVI format that
can be played on any multimedia PC.
AT THE HEART OF BUSINESS
Performance Evaluation your business. Within a couple of hours, you can create
a high quality, interactive learning session that can
The Quality Monitoring Package’s evaluation functionality
become part of your e-learning resource kit.
facilitates scoring of agent performance through
customized forms, reports, and graphs that summarize
immediate performance feedback to you. It enables your Extending Your Business Value with
supervisors and quality analysts to calibrate evaluations Performance Management Functionality
across centers while streamlining the way contact center
The Quality Monitoring Package includes
productivity is measured.
performance management features
designed specifically for your multi-
Quickly Create E-learning Clips channel, multi-skilled contact center. A set
Based On Real-life Scenarios and of pre-defined key performance indicators
(KPIs) including average quality scores,
Your Best Practices
average handle time, and % wrap-up time,
With our contact editing feature, you can use captured enable your contact center staff to see how
customer contacts to create a library of best practices for they are performing, and your managers
training of agents. Using these real interactions, you can to evaluate team and organizational
develop e-learning content specific to your organization. performance. It contains role-appropriate
You can create a customized piece of learning in just a scorecards that display actual employee
few minutes and a high-quality, interactive learning clip performance metrics as well as trends.
in only a few hours. In fact, creating e-learning clips is
so easy that you can readily develop content for products The Quality Monitoring Package includes tightly
and services, campaigns and programs, or policies with a integrated functions between the scorecards, recording,
limited shelf life-something that’s just not practical with and quality monitoring. Users can:
traditional course development software. What’s more,
• Analyze variances to KPI indicators quickly with one-
you can distribute the content quickly using email, or via
touch drilling from scorecards to recorded calls. After
a hyperlink to your Intranet or website. e-learning clips
studying an agent’s scorecard a manager can drill directly
can include assessments to help track and measure agent
to a recorded call to determine what may be causing
performance, skill acquisition, and knowledge retention.
an agent to fall outside of the desired KPI range. This
level of visibility delivers insight that allows managers
Within a few minutes you can create a customized piece
to diagnose the root causes of performance variances
of learning based on recorded calls that are specific to
quickly and drive changes in processes or behaviors.
Quality Monitoring Package capabilities:
• Trigger recordings based on your user-defined business rules for business process optimization
• Evaluate and analyze quality performance using a customizable evaluation form
• Record randomly for quality sampling or full time for compliance or sales verification
• Record interactions leveraging Avaya contact center tools such as the Avaya Communication Manager platform with integrations to Avaya
Application Enablement Services (AES) and Proactive Contact, or third party desktop applications
• Allow workers to initiate real-time recording at the click of a mouse
• Automatically organize recorded interactions according to user-defined categories
• Share recordings throughout the enterprise for a comprehensive view of customer interactions
• Enable a supervisor or manager to monitor an interaction in real-time showing both voice and agent screen activity
• Produce high quality, interactive e-learning sessions that can become part of your e-learning resource kit
• View role-appropriate scorecards to assess performance and help motivate agents to improve and mangers to focus on problem areas.