RAP CMS Data Bridge<br />Overview<br />
Agenda<br />About Acqueon<br />The Need<br />RAP CMS Data Bridge<br />Applications<br />Sample Usage<br />
About Acqueon<br />
Acqueon Technologies Inc<br />Acqueon Technologies Inc specializes in developing products and solutions for the Customer I...
Acqueon Technologies Inc<br />Acqueon products and solutions also offer a compelling Total Cost of Ownership (TCO), which ...
The Need<br />
What is Avaya CMS<br />Avaya Call Management System (CMS) is an Operational Effectiveness solution from Avaya<br />It offe...
How Does Avaya CMS Help You?<br />Avaya CMS helps you optimize the efficiency of your call center by allowing you to<br />...
But Are We Tracking Our Customer Experience?<br />Do you really know what is the experience of your experienced customers?...
The Solution Is…..<br />To bring Business Intelligence to your Call Center Reports, the answer is RAP CMS Data Bridge<br /...
RAP CMS Data Bridge<br />
What is RAP CMS Data Bridge<br />RAP CMS Data Bridge is the business intelligence plug-in to Avaya CMS<br />Integrates wit...
Architecture<br />
How Does It Work?<br />RAP CMS Data Bridge is a tool for fetching and storing ECHI feed from CMS<br />Avaya CMS needs to e...
Support Infrastructure<br />Avaya CMS Support<br />Version 5, 12 and 13<br />Database Support<br />SQL Server<br />Oracle<...
Benefits<br />Report generation and viewing made easier<br />Customer behavior can be analyzed <br />Call Center statistic...
Applications<br />
RAP CMS – Applications<br />RAP CMS Historical Report Designer<br />RAP CMS Historical Report Viewer<br />
Historical Report Designer<br />Create new custom Report templates<br />Create entries on the Report Viewer for new templa...
Historical Report Designer<br />
Historical Report Designer<br />For the Input Field parameters define the mode of entry<br />Text Box for static entry<br ...
Historical Report Viewer<br />
Historical Report Viewer<br />Historical Web based Report Viewer<br />Reports available in Tabular Format<br />Provides Re...
Sample Report<br />
Sample Usage<br />
Call Data Linked with CTI Data<br />Customer call related data like “hold time”, “Talk Time”, etc linked with CTI captured...
Call Data Linked with CTI Data<br />UCID<br />Sample Integration showing linked data of RAP CMS with CTI data like “Custom...
Tracking Call Transfers<br />RAP CMS captures “Call ID”, which remains unique for a customer interaction across multiple c...
Thank You<br />India					 Email:  	sales@acqueon.com<br />Phone: 	 +91 9840711729 			support@acqueon.com<br />USA		<br />P...
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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.

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Acqueon - RAP CMS Data Bridge - Presentation

  1. 1. RAP CMS Data Bridge<br />Overview<br />
  2. 2. Agenda<br />About Acqueon<br />The Need<br />RAP CMS Data Bridge<br />Applications<br />Sample Usage<br />
  3. 3. About Acqueon<br />
  4. 4. Acqueon Technologies Inc<br />Acqueon Technologies Inc specializes in developing products and solutions for the Customer Interaction Management (CIM) industry<br />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<br />
  5. 5. Acqueon Technologies Inc<br />Acqueon products and solutions also offer a compelling Total Cost of Ownership (TCO), which is further enhanced by rapid deployment<br />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<br />
  6. 6. The Need<br />
  7. 7. What is Avaya CMS<br />Avaya Call Management System (CMS) is an Operational Effectiveness solution from Avaya<br />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<br />Agent<br />Group of agents<br />VDN’s<br />Skills<br />Single contact center, or multiple locations around the world. <br />Avaya CMS provides robust real-time monitoring and historical reporting, including custom reporting<br />It works with one or more of your Avaya Media Servers and Gateways<br />
  8. 8. How Does Avaya CMS Help You?<br />Avaya CMS helps you optimize the efficiency of your call center by allowing you to<br />Increase call volume without adding staff<br />Enhance productivity while keeping close control on costs<br />Recruit and retain top agents<br />Support Business Continuity<br />
  9. 9. But Are We Tracking Our Customer Experience?<br />Do you really know what is the experience of your experienced customers?<br />Did your Gold customer spend waiting 5 minutes on the queue and then abandoned?<br />Is your Customer Business Data linked to your Call Center Reports?<br />
  10. 10. The Solution Is…..<br />To bring Business Intelligence to your Call Center Reports, the answer is RAP CMS Data Bridge<br />RAP CMS Data Bridge links CTI driven business data with Avaya CMS (ECHI) based reports<br />Gives a complete picture of the Call Center linked with Business Data<br />
  11. 11. RAP CMS Data Bridge<br />
  12. 12. What is RAP CMS Data Bridge<br />RAP CMS Data Bridge is the business intelligence plug-in to Avaya CMS<br />Integrates with ECHI (External Call History Interface) of Avaya CMS to capture “Call by Call” Call Center Reports<br />These “Call by Call” data can be integrated with the Business Data like “Business Outcome”, “Customer Type”, etc typically captured by CTI engines<br />Provides Web based Reports with Report Designer for custom templates<br />Designed for quick installation and deployment<br />
  13. 13. Architecture<br />
  14. 14. How Does It Work?<br />RAP CMS Data Bridge is a tool for fetching and storing ECHI feed from CMS<br />Avaya CMS needs to enable the ECHI license<br />It can be configured to dump the ECHI files into the remote RAP CMS machine using ftp<br />RAP CMS Data Bridge monitors for new files, and parses the same and inserts call by call data in the Database<br />Custom Reports are designed using the RAP CMS Report Designer and viewed using the RAP CMS Report Viewer<br />
  15. 15. Support Infrastructure<br />Avaya CMS Support<br />Version 5, 12 and 13<br />Database Support<br />SQL Server<br />Oracle<br />
  16. 16. Benefits<br />Report generation and viewing made easier<br />Customer behavior can be analyzed <br />Call Center statistics based on business parameters are obtained<br />Call Centers will be able to cut costs by not investing in other reporting tools – improves overall efficiency<br />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<br />
  17. 17. Applications<br />
  18. 18. RAP CMS – Applications<br />RAP CMS Historical Report Designer<br />RAP CMS Historical Report Viewer<br />
  19. 19. Historical Report Designer<br />Create new custom Report templates<br />Create entries on the Report Viewer for new templates<br />
  20. 20. Historical Report Designer<br />
  21. 21. Historical Report Designer<br />For the Input Field parameters define the mode of entry<br />Text Box for static entry<br />List Box for multi selection<br />Combo Box for single selection<br />
  22. 22. Historical Report Viewer<br />
  23. 23. Historical Report Viewer<br />Historical Web based Report Viewer<br />Reports available in Tabular Format<br />Provides Reports for all elements provided by Avaya CMS for individual calls<br />For Cradle to Grave Reports for individual customer calls linked with business data from CTI servers can be custom developed<br />Uses MS SQL reporting engine<br />Reports can be exported to pdf, excel, etc<br />
  24. 24. Sample Report<br />
  25. 25. Sample Usage<br />
  26. 26. Call Data Linked with CTI Data<br />Customer call related data like “hold time”, “Talk Time”, etc linked with CTI captured data like “Customer ID” and “Case ID”<br />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<br />RAP CMS will store call statistics reporting data for individual calls with UCID<br />Similarly CTI Server should also store CTI captured reporting data for individual calls with UCID<br />To provide cradle to grave reports linked with business data, custom reports can be developed linking these two sources of data using UCID<br />
  27. 27. Call Data Linked with CTI Data<br />UCID<br />Sample Integration showing linked data of RAP CMS with CTI data like “Customer ID”, “Case ID”, etc<br />
  28. 28. Tracking Call Transfers<br />RAP CMS captures “Call ID”, which remains unique for a customer interaction across multiple call segments or when a call is transferred across agents<br />
  29. 29. Thank You<br />India Email: sales@acqueon.com<br />Phone: +91 9840711729 support@acqueon.com<br />USA <br />Phone: +1 609 945 3139<br />

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