The document outlines the features and benefits of Acqueon Technologies' RAP CMS Data Bridge, which integrates with Avaya Call Management System (CMS) to enhance call center performance by linking business data with call reports. It provides tools for generating customized reports, analyzing customer behavior, and improving operational efficiency in various sectors including banking, retail, and healthcare. The integration allows call centers to optimize resources, monitor performance, and improve customer experience through comprehensive data analysis.

1. RAP CMS Data BridgeOverview

2. AgendaAbout AcqueonThe NeedRAP CMS Data BridgeApplicationsSample Usage

3. About Acqueon

4. Acqueon Technologies IncAcqueon Technologies Inc specializes in developing products and solutions for the Customer Interaction Management (CIM) industryThese products and solutions use business logic to deliver a distinctive customer experience by enabling organizations to not just interact with their customers – but relate

5. Acqueon Technologies IncAcqueon products and solutions also offer a compelling Total Cost of Ownership (TCO), which is further enhanced by rapid deploymentAcqueon 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

6. The Need

7. What is Avaya CMSAvaya Call Management System (CMS) is an Operational Effectiveness solution from AvayaIt 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 ofAgentGroup of agentsVDN’sSkillsSingle contact center, or multiple locations around the world. Avaya CMS provides robust real-time monitoring and historical reporting, including custom reportingIt works with one or more of your Avaya Media Servers and Gateways

8. How Does Avaya CMS Help You?Avaya CMS helps you optimize the efficiency of your call center by allowing you toIncrease call volume without adding staffEnhance productivity while keeping close control on costsRecruit and retain top agentsSupport Business Continuity

9. 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?

10. The Solution Is…..To bring Business Intelligence to your Call Center Reports, the answer is RAP CMS Data BridgeRAP CMS Data Bridge links CTI driven business data with Avaya CMS (ECHI) based reportsGives a complete picture of the Call Center linked with Business Data

11. RAP CMS Data Bridge

12. What is RAP CMS Data BridgeRAP CMS Data Bridge is the business intelligence plug-in to Avaya CMSIntegrates with ECHI (External Call History Interface) of Avaya CMS to capture “Call by Call” Call Center ReportsThese “Call by Call” data can be integrated with the Business Data like “Business Outcome”, “Customer Type”, etc typically captured by CTI enginesProvides Web based Reports with Report Designer for custom templatesDesigned for quick installation and deployment

13. Architecture

14. How Does It Work?RAP CMS Data Bridge is a tool for fetching and storing ECHI feed from CMSAvaya CMS needs to enable the ECHI licenseIt can be configured to dump the ECHI files into the remote RAP CMS machine using ftpRAP CMS Data Bridge monitors for new files, and parses the same and inserts call by call data in the DatabaseCustom Reports are designed using the RAP CMS Report Designer and viewed using the RAP CMS Report Viewer

15. Support InfrastructureAvaya CMS SupportVersion 5, 12 and 13Database SupportSQL ServerOracle

16. BenefitsReport generation and viewing made easierCustomer behavior can be analyzed Call Center statistics based on business parameters are obtainedCall Centers will be able to cut costs by not investing in other reporting tools – improves overall efficiencyAs report generation is made easier, Call Center executives save a lot of time every time reports are generated – the modules are designed just once

17. Applications

18. RAP CMS – ApplicationsRAP CMS Historical Report DesignerRAP CMS Historical Report Viewer

19. Historical Report DesignerCreate new custom Report templatesCreate entries on the Report Viewer for new templates

20. Historical Report Designer

21. Historical Report DesignerFor the Input Field parameters define the mode of entryText Box for static entryList Box for multi selectionCombo Box for single selection

22. Historical Report Viewer

23. Historical Report ViewerHistorical Web based Report ViewerReports available in Tabular FormatProvides Reports for all elements provided by Avaya CMS for individual callsFor Cradle to Grave Reports for individual customer calls linked with business data from CTI servers can be custom developedUses MS SQL reporting engineReports can be exported to pdf, excel, etc

24. Sample Report

25. Sample Usage

26. Call Data Linked with CTI DataCustomer 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 ServerRAP CMS will store call statistics reporting data for individual calls with UCIDSimilarly CTI Server should also store CTI captured reporting data for individual calls with UCIDTo provide cradle to grave reports linked with business data, custom reports can be developed linking these two sources of data using UCID

27. Call Data Linked with CTI DataUCIDSample Integration showing linked data of RAP CMS with CTI data like “Customer ID”, “Case ID”, etc

28. Tracking Call TransfersRAP CMS captures “Call ID”, which remains unique for a customer interaction across multiple call segments or when a call is transferred across agents

29. Thank YouIndia Email: sales@acqueon.comPhone: +91 9840711729 support@acqueon.comUSA Phone: +1 609 945 3139