Call Recording Made Easy Presented by Barbara Courneya National Director of Contact Center Technology Avaya Certified Contact Center Expert 800-431-1333,

Call Recording Made Easy

Presented by Barbara Courneya

National Director of Contact Center Technology

Avaya Certified Contact Center Expert

800-431-1333, Ext. 6253 or 651-393-6253

[email protected]

NACR Quick Facts• Founded in 1993 by current CEO, privately held, entrepreneurial• Nationwide coverage• More than 400 employees and growing• $10 million in new and refurbished inventory• Avaya’s largest Diamond and Platinum certified dealer• Numerous Awards

– Avaya Three-Star Service Provider, 7-time Avaya Business Partner of the Year– Business Partner of the Year by both Plantronics 2005-2007– Business Partner of the Year Eaton Powerware and Meru 2008– First-ever Avaya Leadership Pillar Award Winner, 2004– Consistently highest marks on Avaya’s yearly Customer Satisfaction Survey

• Dedicated Contact Center, Unified Messaging & VoIP Specialists– Partner solutions to support the contact center: Nice, Verint, CallCopy, VPI,

Conexus, CSI, Nexidia, Symon, Amcom, Monet, DDV, SimpliCTI, and more• Highly skilled team of Microsoft, Cisco, Extreme Networks, Juniper and

Avaya certified service engineers– Dedicated team of specialists with ACE-IP, CCNA, CCDA, MCSA certifications

• Design, implementation, & support professionals with extensive experience– Project Management Professional (PMP) certified team

• Performance Readiness Center to fully test applications before shipping

www.nacr.com

Call Recording Legal Considerations• Total Recording or Record on Demand to Comply with FTC

Telemarketing Sales Rule requiring verification of purchase– Rule Stipulations

• “without the customer’s or donor’s express verifiable authorization”…”express oral authorization which is audio-recorded and made available…”

• “make and maintain an audio recording of the entire telemarketing transaction…”

• State by State Call Recording Regulations– One-Party vs. All-Party Notification– List of state requirements provided on web links– http://archive.aclu.org/issues/cyber/phonelaw.html

• Federal law makes it illegal to record both wireless and cell phone conversations outside of one party consent– Wireless and Cell Phone Scanners illegal to sell or have in

possession• Damage Claim Deterrent

– Knowledge that recording exists often settles dispute– He Said / She Said

Payment Card Security Industry Data Standard • PCI Standard created by major credit card companies

– 12 broad security controls – Hefty fines– Prohibits retailers from storing card data

• Effective August 1, 2007 Minnesota became first state to turn a core requirement of PCI into law– Companies suffering data breaches, have to reimburse banks and

credit unions for the costs of blocking and reissuing cards– They could also be subject to lawsuits filed by affected individuals– Applies to all companies that process > 20K card transactions

annually• Passed by House in Texas in 2007 but failed in Senate• Media Encryption with call recording allows companies to comply

with the PCI publications by encrypting all audio and screen recording for mass storage.

• According to VeriSign, 79% of failed assessments did not meet the requirement to protect stored data.

• Compliance: Industry Regulations ( FCC, HIPAA, OCC, FTC )– Not all storage media choices are acceptable in a court of law– Not all recording methods can assure 100% capture– “Cradle to Grave” tracking or “Proof of Sale” requirements

• Risk Management & Dispute Resolution – Financial Services “was that trade $15,000 or $50,000” – Insurance “I was quoted $38/month for this policy”– Healthcare “You said this procedure was covered”..– Hospitality industry “I was promised an upgrade..”– Utility “I called 3 times about the downed power line”

• Quality Management – Agent performance monitoring– Identify training needs– Fine-tune call handling procedures

• Business Performance Management– Achieve business objectives– Business intelligence– Identify root causes

Why Record? - The Business Needs

“Ultimately, the value of technology is judged by how well it facilitates relationships”New Rules for the New Economy, Kevin Kelly

81% of Call Centers use Call Recording81% of Call Centers use Call Recording

Non-Call Center Environments Are Increasing Usage

Call Recording Benefits

EnsureQuality

Standards MeasurePerformance

EvaluateCustomer

Satisfaction

IdentifyCustomer

Expectations

IdentifyTrainingNeeds

ThreatTracking

ResolveDisputes

MeetRegulations

CaptureTestimonials

LiabilityProtection

SalesVerification

Improve Customer

Service

ShareInformation Productivity

Improvement

The Importance of Quality Monitoring The Importance of Quality Monitoring

• Customer handling skills

• Intonation

• Sales ability and techniques

• Product knowledge

• Technical knowledge

• Escalation procedures

• Adherence to policies

You can't manage or improve what you don’t hear!!

In the Prosci study, over 75% of participants indicated that they monitor their agents less than 10 times per month, with most of them monitoring agents only one or two times per month.

Source: Call Center Learning Center: Call Center Best Practices Report

What can be learned beyond the statistics?

What Agents Have to Say About Quality Monitoring…

• “…just like a personal trainer, it really keeps you on top of your

job.”

• “My calls sound more professional because I am able to go back

and review a call I have taken to see how I can improve my next

call.”

• “It has allowed me focus on my tone to make sure that it's much

more professional than it had been before.”

• “…makes me more conscious of my productivity.”

• “I enjoy going back and reviewing my mistakes and doing this

helps me correct myself and improve as an individual.”

• “…enabled me to concentrate on specific weaknesses, or allowed

me to fine tune my strengths.”

The Value of Quality Recording

Cross-Industry“Customer satisfaction rate rose by 8% -- MitsubishiUtilities“Overall quality scores have risen from 88% to 95%.” Texas Utilities

Technology“Our CEM system has increased our supervisors’ productivity by 30%”– Compaq

Outsourcing

“The system paid for itself within the first 6 months, and we anticipate an ongoing ROI of $240,000 per year.” – Software Spectrum

Financial Services“Cut new hire agent turnover from 30% to 2% to see an immediate return on investment in training.” -- Chase Mellon Bank

Telecom“First contact resolution Improved from 73% to 90%.” – Intertwine

Insurance“Policies sold to quotes given, has gone up 16% from 24.3% to 40.2% in only six months.” -- Canadian Direct Insurance

Quality Recording

Call Recording Application ChoicesTotal Recording (aka Full-Time, 100%, Bulk Recording)

– All Calls Recorded – system built for full-time recording– Used for Compliance and Risk Management

Selective Recording (aka Business-Driven Recording)– System built to record a subset of calls (e.g. calls from certain 800#s)– Can be used for partial Total Recording - recording certain all calls but triggered

from the CTI eventsRecord-on-Demand (ROD)

– Provides the user with the capability of user controlled recording– Three types of ROD:

• Agent Initiated• Supervisor Initiated• Event-Driven ROD (e.g. access field on associated screen capture)

Quality Management (aka Quality Monitoring, Random Recording)– Monitor and improve agent performance in call centers – Random Sampling of Calls– Sometimes also utilize Live (“Real Time”) Monitoring through call recording I/F

Insight Recording (also called Precision Monitoring)– System built for Business Intelligence– Striving to record all calls for analytical and discovery purposes

Call Recording Connection Methods• Desktop Connection between telephone and PC• Physical Station or Trunk tap

– Most reliable interface often recommended for legal recording– Makes moves, adds and changes more difficult

• Analog ports or T1 physical connection– Service Observing– Avaya Single Step Conferencing

• Passive VoIP Sniffing and other VoIP interface options– Does not support dual connect home agent– Encrypted IP phones may not be able to be recorded

• Avaya Device Media Call Control (DMCC/CMAPI) VoIP– Supports multi-site call recording from centralized system– Does not support speaker separation for speech analytics

"The Quality Management recording market is the fastest growing contact center segment, despite the maturity and commoditization of the traditional functional component. The overall market increased by an amazing 106% between 2005 and 2006. The contact center component of the workforce optimization market increased by a very significant 44.7%"

Donna Fluss, President, DMG Consulting

What is Computer Telephony Integration?What is Computer Telephony Integration?

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The integration of telephony and computer resources at the application level for decision making & coordinated presentation to the user

• Screen pop• Coordinated voice and data transfer• Intelligent Call Routing• Append information elements to record/survey

• Agent login id• Customer Automatic Number Identification• Database information

• Multimedia interactions

Desktop Connection

ADVANTAGES DISADVANTAGES

Tends to be more cost effective for smaller operations – The required hardware and/or software generally costs less than $500 per station. Standard .wav file readers used for PC based playback are generally “freeware”.

Reliability – Total recording is only accomplished via voice activation which may not accurately capture start and end of the conversation. This is best used in a “record on demand” environment where the agent or supervisor control the start and stop of the call recoding.

Supports recording of all call types – both external and internal calls can be recorded.

Limited Information Elements – Finding the appropriate call record may be difficult as the information automatically collected is often limited to date, time and extension number. Additional information may be added by the user. Some systems can capture Automatic Number Information (ANI).

Investment Protection – Works with any PBX/ACD and handset.

Will not capture the complete ‘Customer Experience’ - Recordings will not include holds, voice response, or transfers to extensions that are not connected to their own recorder.

Storage Options – Recorded calls can either be stored in the locally attached PC or in a file server.

• Desktop PC captures call recordings for local or file server storage.

• Hardware device or modem used to connect voice conversation to the desktop PC.

Sample Desktop Solution from CSIRecord Now

• $250-$400 per workstation depending on requirements– Legal recording disclaimer, beep tone, etc. extra cost– Buy 5, Get 1 Free for AIRS conference attendees

• Customer installable• Uses local PC or network file server as recording medium

– Minimum PC requirements Microsoft Windows 95 and up 133 MHz Processor 16 MB RAM 10 MB Available Hard Disk Space

– Standard .WAV files can be played with any “freeware” .WAV player • Record on demand

– Local or remote (if ACD supports) by supervisor using service observing– Agents can capture critical calls

• “Bulk” recording can be activated when PC is booted– Voice activated recording

• Information elements can be added for easier search

Recording Traditional (TDM) Telephony Three methods of TDM recording –• Trunk• Extension or Station Side• Service Observe or 1 step conferencing

Trunk Side Recording • Recorder passively connected to TDM trunks• Recorder channels are dedicated to specific trunks (1-to-1 relationship)

ADVANTAGES DISADVANTAGES

Captures the complete ‘Customer Experience’ - Recordings will include everything the customer heard (e.g. holds, transfers etc.)

Cannot record Internal calls - Can only record External calls (both inbound & outbound)

Reliability – Total (100%) recording available even without CTI (requires Call Detail Recording or limited search capabilities)

CTI “Sensitive” - In event of CTI failure it will be hard to find recordings

Flexibility – Not “sensitive” to Move/Add/Change (MAC’s)MAC’s do not force reconfiguration of the recording equipment

TDM trunks onlyIP trunk recording not supported

Device independent - Supports recording of all phone types including encrypted IP phones

CTI Integration is required if you want to block certain extensions from recording

investment protection – Upgrade to switch does not typically require changes to the recording system (for example upgrading to a hybrid switch with IP phones will not require changing the recording equipment)

Costly - Most cost effective for larger operations, where there are typically more stations to be recorded than trunks which is not usually the case with a call center

Location independent – potential to support remote agents branch sites when trunks are centralized with call logger

Extension side recording (TDM)• Passive tap into the line that connects the

switch to the telephone punch-down block• A cable is installed so that each extension

connects directly to a recording channel (“port”) in the recorder (1-to-1 relationship)

ADVANTAGES DISADVANTAGES

Reliability - The most reliable recording method (not CTI dependent)

More complex installation - connections are required to each extension to be recorded

Supports recording of all call types – both external and internal calls can be recorded

“Sensitivity” to Move/Add/Change (MAC’s)MAC’s force reconfiguration of the recording equipment

Tends to be more cost effective for smaller operations

Will not capture the complete ‘Customer Experience’ - Recordings will not include holds, IVR or transfers to extensions that are not connected to the recorder

Redundancy - Supports redundancy Costly solution for large centers - a recording channel is required per each recorded extension

No investment protection – Upgrade to switch might require changes to the recording system (for example upgrading to IP Phones which can’t be tapped)

Device dependent - Different interfaces depending upon extension type (no IP phone support)

Recording with Service Observe or 1 Step Conferencing• Recorder connects directly to the switch

typically using DS-1 boards• Simulating Service Observation or

Single Step Conference Via CTI

ADVANTAGES DISADVANTAGES

Cost Effective - Can be cost effective when recording only a few calls selectively

Selective only - Does not support Total Recording (typically uses limited number of T1’s)

Flexibility – MAC’s do not force reconfiguration of the recording equipment

CTI dependant – 1 Step Conference Recording dependant upon Computer Telephony Integration

Flexibility - Can support recording of all phone types, including encrypted IP phones

Requires switch configuration – DS1 cards and configuration of switch resources is required

Supports recording of all call types – both external and internal calls can be recorded

“Sensitivity” to switch resources – Service Observe requires switch resources (3 timeslots per recording)

Can work alongside Trunk side - Can be used with trunk side recording to record certain internal calls

No investment protection – Upgrade to switch might require changes to the recording system (for example upgrading to pure IP system)

Can support complete ‘Customer Experience’ – requires the use of Customer Experience Service Observation not available on all systems

Could impact manual service observing - With some switches, stations being recorded cannot also be simultaneously manually observed by supervisors

Location independent – potential to support remote agents and branch PBX’s

Vendor ACD Specific - Not all vendor ACD switches support these means of call recording

VoIP Recording (Port Mirroring / Passive “Sniffing” or “Spanning”)

• Recording based on network switch port mirroring• The network switch can be configured to port

mirror IP phones, entire voice VLAN’s or gateways

ADVANTAGES DISADVANTAGES

Software only option - Can be provided as a software only recorder without dedicated, “proprietary” loggers. Customer provided hardware still required.

Dependant upon network switches’ capabilities - Requires network switch to support specific port mirroring modes and capacities

Simplified installation - Process easier when compared with traditional recording (only requires network connections)

“Sensitivity” to network performance - solution is based on IP and is subject to the customer’s network conditions, outages, and packet loss

Centralized Recording - Multi-site configurations and Virtual Contact Centers can potentially be recorded from a single point

Device dependant– supports only IP phones (can not record Analog or digital devices)

Scalability - Expanding recording capacity doesn’t necessarily require adding hardware

Often No Support for Encryption - Encrypted IP phones may not be able to be recorded

Flexibility – Not “sensitive” to Move/Add/Changedoes not force reconfiguration of recording equipment

CPU “intensive” – providing high-density system (100’s of channels per server) requires strong CPU’s to perform the “sniffing” tasks

Cost effective Redundancy - Fault tolerant architecture makes it easy to achieve redundancy

Duplicate Media Streaming

• Alternative VoIP call recording with Cisco ICM and Nortel

• Cisco ICM– Supports Application Invoked

Recording or Automatic Recording– Requires Computer Telephony

Integration– If remote site goes into survivable

mode, call recording is lost

• Nortel Symposium Audio Delivery– Transmits a duplicate Real-Time

Playback (RTP) stream from the agent’s extension directly to the ULTRA VoIP Acquisition Module

– This feature is supported in station- side tapping environments only.

– Requires Meridian Link Server computer telephony integration

Avaya VoIP Recording via Device Media Call Control (DMCC aka CMAPI)

• DMCC interface emulates bank of IP softphones• These IP phones can observe any other phones (IP or TDM) for recording• Reliable way to record IP phones

ADVANTAGES DISADVANTAGES

Investment protection - Simultaneous support for TDM, IP or mixed environments

May not be suitable for compliance/legal requirements – More single points of failure than trunk or station tap. May be duplicated to improve reliability.

Centralized Recording - Multi-site configurations and Virtual Contact Centers can potentially be recorded from a single point

“Sensitive” to DMCC/CMAPI Connector Server failure – if the connector server is down recording is disabled.Remote AES and logger can be provided for survivability.

Simplified installation - process easier compared with traditional hardwired recording

Requires switch configuration – may require additional hardware ( e.g. CLAN, Media Processor Cards).

Software only solution – Doesn’t require recording boards

Flexibility – Not “sensitive” to Move/Add/Change

Device independent - Supports recording of all phone types including encrypted IP phones

Scalability - Expanding recording capacity doesn’t necessarily require adding hardware

Call Recording Storage Methods

• Digital Audio Tape (DAT)– DAT has the ability to record at higher, equal or

lower sampling rates than a CD (48, 44.1 or 32 kHz sampling rate respectively) at 16 bits quantization.

– Must load archived tapes for access to call recording

• DVD– Approximately 7 GB per DVD– Must load archived DVD for access to call recording

• Direct Hard Disk– Avaya DMCC G.729 approximately 6 Meg per hour

of recordings– Cisco IP approximately 12-13 Meg per hour– Requirements vary by compression algorithm used

by various call recording vendors– Standard compression uses 1GB for approximately

180 hours of call recordings

Centralized Storage • Business driven, automated archiving – Eliminates manual and time consuming

tape management by automating archiving and retention of interactions, based on user-defined business driven rules for archiving: what, when, where and how to archive

• Selective retention – Automatic rules-based deletion of interactions based on any CTI criteria and/or age of recording.

• Multi-site and multi-system support – Supports multiple capturing systems and multiple sites for centralized data and archiving management.

• Scheduled data transfer – Scheduling engine for off hours processing minimizes impact on the network during peak hours.

• Mass storage support – Support for virtually any kind of storage device and any topology (e.g. NAS, SAN, CAS, etc). Integrates with leading storage vendors, such as EMC (including Centera), IBM (including Tivoli Storage Manager), Network Appliance and more. Supports multiple capturing units of different types.

• Full redundancy available from most call recording providers who support centralized storage for both the archiving and retrieval operation.

• End-user transparency and fast retrieval – Automatically retrieves archived interactions upon request without the need for human intervention and with full user transparency. When searching for and playing back a call, the actual location of the recording is transparent to the user.

• Advanced compression and file export options – Interactions can be captured and stored using industry standard compression (G729, G723) to minimize network bandwidth impact and storage requirements. In addition, files can be exported to standard *.WAV format.

• Compliance - Meets regulatory requirements for disaster recovery, business continuity planning (BCP) and data retention.

Screen Capture Completes the Picture• Navigation Skills• Data Entry• System Knowledge• Process Problems• Accuracy of Information• Multimedia Contacts

•Screen Capture Contact Recording Modes•Total – requires more storage than voice calls•Events Recording – Every time the defined events occur on the screen, recording is initiated•Schedule-Bound Recording – Only a percentage of the interactions are recorded based on schedules

•Interactions are labeled and stored in the recording system to be played back, evaluated, archived, etc. •Provides effective solution for monitoring performance of off-phone agents

Multichannel CC Prevalence• More than four in five centers (83.9%) handle customer email

transactions. Only 43.7% of them have an email response management system in place to enhance email routing, tracking and reporting.

• Just over half (55.4%) of centers support a Web self-service application, with the most common features of these apps being FAQs, customer access to personal accounts, help options, and a knowledge based search engine. 

• Web chat in contact centers appears to have reached a plateau -- 15% of centers surveyed this year currently handle chat transactions, compared to 15.6% in the 2005 ICMI study.

• Web callback transactions also show little growth -- with just 9.3% of centers handling such contacts (down slightly from 10.9% in 2005). However, more centers today (58.4% vs. 50%) have their chat agents use Web collaboration tools during sessions with customers.

• Click-to-talk Web calls remain rare in contact centers: only 6% of centers surveyed currently handle such contacts (up slightly from 4.3% in 2005).

• Only 29.4% of respondents reported having a multichannel contact management system in place in their center.

Source: ICMI 2007 Survey

Rules Based

Priority Processing

The Ultimate AnyMedia Contact Center

Common Service Queue

Common Reporting Vehicle

Messages

In/Out Calls

UniversalAgent

TextWebCellIM

Video

EmailFAXVoiceMail

Live In/OutCall

Skill

Priority

Skill Skill Skill

Priority Priority Priority

MIS

Video &Data

Web Audio

EMAIL, FAX,Voice Mail

Circuit SwitchedVoice

H.320, H.323H.324

Switched orPacket

“When it comes to customer contact, it’s all about being accessible and giving customers choices.”

Incoming Calls Management Institute

Who Are the Players in Call Recording?Quality Management and Liability Recording Vendors Reviewed

cc: Discover

cc: DiscoverThe CallCopy Suite

Product Benefits

cc: Voice Call recording engine able to record 100%, random, event driven, or on-demand. Digital, VoIP, CTI-based, or blended environments.

cc: Quality

Provided with all call recording systems, cc: Quality enables you to build a diverse set of individually tailored quality evaluation forms.

cc: Screen

Internally developed screen recording engine. Can record agent movements synchronized to audio or stand alone for email and chat. Records in Terminal Services, Dual Monitor, and in non CTI environments

cc: Security

Enables additional security features to meet regulatory standards which Includes API initiated blackout events, encryption of all client-server communication & stored recordings.

cc: Survey

Measure customer satisfaction by utilizing cc:Survey IVR based system. Offered in both Hosted and Premise based solutions.

cc: Analytics

Offers key word spotting, emotion detection, and stress analysis

OnviCord Call RecordingComplete & Comprehensive Platform

• Base Features Full-time recording Selective recording Live monitoring Voice and data

recording VoIP and TDM

recording Browser-based

playback Permission-based

access QA Evaluation forms E-mail integration

• Enhanced Features Random recording Rules-based call selection Search by customer data Graphical displays Comprehensive reporting Flags and comments Remote playback Speech analytics E-Learning Customer surveys

“Best Kept Secret” Low Cost Alternative - CSI Virtual Observer

• Supports Multi-Site Environments

• Rules Based Screen Capture

• Integrated Evaluation

• Employee Performance Reporting

• E-Learning/Content Delivery

• VO Live – Live Panel, Live Desktop, Live Chat

• Robust Custom Report Writer

• Playback via Supervisor PC

• Quality Monitoring without Computer Telephony Integration

• Simple to Implement

• IT and Telecom Friendly

• Free software updates AND major product upgrades throughout ownership as long as on maintenance!

Workforce Optimization• “…a software bundle consisting of agent-directed applications that help

them work better.” Customer Management Insight

• “…the convergence of the four foundation contact center applications: workforce management, quality monitoring, e-learning and performance management.” Customer Management Insight

• “Workforce optimization as a call center strategy means that agents are seen as an important part of the greater enterprise. They are a group of employees that need to be treated with care, properly trained, coached and managed because they are the people who interact with customers.” Customer Management Insight

• “…predicts that 30 percent of large enterprises will start adopting an integrated WFO strategy by the end of 2009…expects small-to-midsize businesses to catch on faster, largely because the value proposition is more attractive.”

Gartner Group

• “…help contact center managers achieve their four primary goals: improving productivity and reducing operating expenses; decreasing customer attrition;

increasing revenue; and providing an outstanding customer experience.” DMG Consulting

Using Workforce Optimization technology to target a specific area of business to gain insight on behavior, industry trends, and overall business opportunities

• Speech Analytics & More– Automatic Transcription– Word Spotting– Emotion Detection– System Rules– Screen Triggers

• Quality Monitoring – Shorter, more specific

evaluation forms targeted to the area of concern

– Enables a greater sample size for evaluation

• eLearning and Coaching Modules– Delivered to the associates desktop in

a dynamic manner:• Flat Files, Clips• Voice/Screen synchronized• As part of agent’s WFM schedule

• Workforce Management– Forecasting– Agent Scheduling– Real Time Adherence

• Feedback– Customer feedback on a specific

interaction to ensure alignment

Call Recording Expands Business Intelligence

“…newer applications, speech analytics, performance management, surveying and coaching, and the rapid adoption of IP-based recording account for a significant portion of contact center revenue growth.” DMG Consulting

Workforce Management Benefits• Increase management effectiveness by automating forecasting,

agent scheduling and productivity reporting• Fine tune operations as needed by getting a near real-time pulse

of contact center activity• Increase forecasting accuracy by factoring in a variety of

methods and historical patterns• Improve customer service and maximize the overall efficiency of

your center by creating schedules that incorporate each agent’s unique skills and proficiencies while meeting service level goals

• Reduce workload and increase agent satisfaction by including agent preferences, letting them swap shifts and request time off online

• Reduce staffing costs for centers while improving customer service and employee morale

• Use real time adherence tools to verify that agents work their assigned schedules

• “What If” Scenarios allow for rapid modifications to address changing needs

•Quality•Productivity •My Coaching

•My Latest Evaluations•Quality this month vs. prior

• Productivity this month vs. prior

Sample Agent Dashboard

Sample Agent Coaching Package

By having both positive comments and helpful coaching tips the agent receives specific positive reinforcement & improvement opportunities, and the coach has well-phrased coaching tips

Positive Reinforcement & Coaching Tips

Add a clip of the actual call; and, the agent can self-evaluate.

WFM Customer Results

“Skill scheduling allowed us to improve our service level from 56% within 45 seconds to over 80% within 20 seconds, while reducing costs 35% at the same time.”

“Before we installed WFM, we handled about 30 percent of our calls in 30 seconds. Now, we're fielding about 80 percent of our calls within the same time frame.”

“Improved forecasting and scheduling allowed us to reduce agent occupancy, resulting in a 40% decrease in turnover.”

“Staff planning shows us where adding people makes sense, and more importantly where it doesn’t. We’re handling more calls, with less staff, and at lower costs than ever before.”

“Staff planning shows us where adding people makes sense, and more importantly where it doesn’t. We’re handling more calls, with less staff, and at lower costs than ever before.”

“…has given us the ability to accurately forecast our business requirements, which in turn has helped us achieve accuracy and flexibility in scheduling. Our improved efficiency has enabled us to control headcount growth while maintaining strong service levels.” As a result, the company has saved more than $500,000 annually.

Workforce Management Customer Results

““We experienced We experienced 4-6% improvement in our service4-6% improvement in our servicelevels, without increasing the number of agents.”levels, without increasing the number of agents.”

““Not only are we doing a better job, but we areNot only are we doing a better job, but we aredoing it in 40-50% less time.”doing it in 40-50% less time.”

““Our contact centers are exceeding service levels,Our contact centers are exceeding service levels,and and abandoned calls have decreased 43%.”abandoned calls have decreased 43%.”

““We are better able to schedule for peak demand and actually We are better able to schedule for peak demand and actually reduced our plans for hiring 5-10 new agents.”reduced our plans for hiring 5-10 new agents.”

First Contact Resolution• “One in three respondents to a survey by Dimension Data ranked

improvements in first-call resolution (FCR) as the first, second or third most important factor in impacting customer satisfaction if it improves.”

Dimension Data

• “…an organization’s bottom line is directly affected by reduced contact volumes resulting from higher First Contact Resolution rates.” Merced Systems

• “CSRs are the interface to handle customer issues and if you do not properly train, empower and equip them to handle customer issues and be a listening post when back-office processes and procedures fail, the impact can be tremendous.” First Call Resolution—It’s Impact and Measurement, www.metrics.net

• “A key differentiator between Best-in-Class and other firms is the empowerment that Best-in-Class give to CSRs (customer service representatives) not only to solve problems but also to sell products and services to address customer needs.” The Aberdeen Group

• “A study by Portland Research Group found that the average consumer must call a company 2.3 times before having their issues resolved, and that future purchase intent drops from 76% to 55% with the second contact.”

destinationCRM.com

• “FCR is the foremost KPI in evaluating a contact center's overall operating performance.” Yankee Group, 2008

Measuring First Contact Resolution

Customer Satisfaction Surveys 29%

Source: Ascent Group Customer Survey, 2008

Call Statistics Calculation 38%

Call Quality Monitoring 10%Agent Call Log/Tick Sheet 23%

• 362 companies surveyed

• Asked, how many thought they delivered a ‘superior experience’ to their customers? Response 80% said yes

• Their customers were asked how many of the companies actually delivered a ‘superior experience’? Response only ____ did!

Customer Perceptions Matter Most

8%8%

Most AIRS centers report high satisfaction ratings but was it really a “superior experience”? How can it be improved? Ask your customers!

• What do you love about our service?

• What do you hate about our service?

• If you provided the service, what would you change?

Each week contact at least 5 customers and ask:

World-Class Contact Centers Monitor World-Class Contact Centers Monitor Quality by Measuring Customer “Delight”Quality by Measuring Customer “Delight”

Consider average response rate and cost when choosing a survey.Survey Type Characteristics Automated IVR Telephone Mail

Average Time Between Service Experience and Evaluation

50 seconds 30 hours 5 days

Average Response Rate 60 percent 40 percent 20 percent

Data Entry Errors Minimal Medium High

Survey Cycle Time 31 days 37 days 54 days

3-Minute Survey (Numeric Data Only) $0.90 $12.00 $5.00

1-Minute Survey (Numeric Data With Open-Ended Question)

$2.00 $14.00 $7.50

According to a 2007 ICMI survey on performance metrics conducted by ICMI, one in three centers today (29.3%) do not ask the customer for feedback.

Integrated Feedback Surveys

• The ultimate calibration tool• Ties survey results to recorded call and quality evaluations• Customer automatically delivered to survey following call• Immediate response captured with agent ID

Finding the Calls You Really Need to Hear

High emotion level on the customer’s side of the call

Mention of words that indicate dissatisfaction

Agent puts customer on hold - probably for consultation

Agent accesses certain areas of knowledge database

Search for repetitive words

or phrases

The customer gives a low service satisfaction score

DMG Identified Benefits of Speech Analytics• Reduced Operating Expenses• Improved Quality• Enhanced Customer Experience• Increased Revenue• Reduced Corporate Liability• “Perhaps even more compelling, organizations can identify

and document the impact of sales and marketing initiatives and operational issues (such as a billing problem) on the contact center and other functional organizations.”

DMG Consulting

“The payback period from successfully implemented speech analytics applications is approximately 9 to 12 months.” DMG Consulting

Actual Sample CustomerROI with Analytics

• Agent Productivity• Customer Satisfaction/Loyalty• Quality Scores• Agent Turnover• First Contact Resolution• Sales Conversion• Reduced Training Time• Reduced Call Volume• Improve Systems/Self-Service• Reduced Risk / Liability

3-10%5-12%5-15%2-4%1-7%8-15%5-10%

3-10%5-12%5-15%2-4%1-7%8-15%5-10%

8-20%10-23% 7-20% 5-8% 6-20%10-25%10-20% 1-5% 1-7% .5-5%

8-20%10-23% 7-20% 5-8% 6-20%10-25%10-20% 1-5% 1-7% .5-5%

Metrics

ImprovementAutomated

Random QMPrecision

Monitoring

Gartner’s Contact Center WFO Magic Quadrant

As defined by Gartner, “Leaders in the WFO market provide functionally broad and deep WFO software portfolios that can be deployed and supported globally. They are suitable for all sizes and complexities of enterprises and have broad industry coverage. Revenue is strong, and new references are readily available.”

Evaluation criteria:• Market understanding• Product/service• Offering (product) strategy• Customer experience• Innovation• Overall viability• Business model• Sales execution/pricing• Marketing strategy• Marketing execution• Sales strategy• Operations• Vertical industry strategy• Market responsiveness/ track record• Geographic strategy

Source: Gartner, “Magic Quadrant for Contact Center Workforce Optimization,” Jim Davies, Sept. 26, 2008

Source: Gartner Magic Quadrant for Contact Center Workforce OptimizationSept. 26, 2008

According to Gartner, NICE leads the market with the best comprehensive solution for:• Recording

• Quality Management

• Workforce Management

• Interaction Analytics

• Performance Management

• Coaching

• Customer Feedback

Nice Recognized as WFO Leader in Gartner’s Magic Quadrant

Who Are the WFO Players?

Nice Perform Packages Interactions Package

Standard Package

Advanced Package

My Universe Quality Monitoring X X

Business Analyzer – interactions evaluations and audit trail modules.

X X X

Reporter X X

Rules Manager - Scheduler, Storage (when Storage Center is part of the solution)

X X X

Rules Manager – Scoring and Classification X

Monitor X X X

Recording On Demand (ROD) X X X

List Editor X X X

System & User Administrator X X X

Forms Designer X X

Call Flow Analysis (CTI events) X

Nice Feedback Customer Survey Optional Optional Optional

NICE Coaching Optional X

ScreenSense Optional Optional Optional

Storage Center Optional Optional Optional

Nice Express offers lower cost version for smaller contact centers.

Nice/IEX TotalView WFM Solution

A comprehensive solution for managing contact center performance

NICE SmartCenter – High Performance, Delivered

Sites / Regions

Leading solutions in every category, unified within a Service-Oriented Architecture, supported by proven implementation methodology

Supervisor Dashboard

Access and View Agent Schedules

Customer Feedback vs. Evaluations

NICE PerformInsight from Interactions

Interactions Insights

Improve first-contact

resolution

Uncover operational

inefficiencies

Identify high-risk

customers

Thwart competitor

activities

Better understand

customer needs

Monitor campaign

effectiveness

Identify knowledge

gaps

Voice conversations

Agent screen activity

Call details

Agents evaluations

Customer feedback

Customer data

QM scores

Coaching Data

NICE SmartCenter in ActionReduce Average Handle Time

Receive right-time indication of issue Use customer insight to understand reason Take proactive action to improve service level performance

Interaction Analytics

• Ongoing analysis of hold time and other parameters

Interaction Analytics

• Longest hold times are found in new service inquiries

WFM• Schedules coaching

session at optimal time for South region agents

Coaching Package• Training manager

creates best practice coaching package explaining how to reduce hold time

Performance Dashboard

• Indicates South region agents have 35% longer hold times on average

WFM and Coaching• Agents receive

schedule update notification and take the coaching package

57

Complete Incident Information ManagementThe NICE Approach to Public Safety

• Detect events through advanced analytics and transition from responder to preventer

• Verify the situation’s severity through complete incident visibility

• Resolve the situation applying an automated incident response

• Investigate wisely using linked databases

• Prosecute based on complete 360º view of incident

• Improve operations based on activity analysis reports

360° Incident View

58

Police evidence

Voice

VideoGIS/AVL/CAD

Incident2

Photos/TXT MSG

• Easy to access

• Easy to reconstruct

• Easy to share

• Easy to protect

• EASY TO CONTROL

The Power of Incident Information Management

NICE Inform

• Central repository of incident information

• Digitally secured• Access controlled

Verint Witness Actionable Solutions Nice

WFO Market Share LeadersInternet Protocol (IP)

Recording 2008 Quality

Management/Liability Recording Market Share

Report, DMG Consulting

(based on total IP recording revenue)

19%

31%4% 46%

Autonomy eTalk

Workforce Optimization with Recording

2008 Quality Management/Liability

Recording Market Share Report,

DMG Consulting (based on WFO and recording revenue)

17%

34%

8% 41%

Speech Analytics

2008 Speech Analytics Market Report, DMG

Consulting (based on number of

implementations)

14%

36%

8% 42%

Quality Monitoring

2008 Voice/Data Recording/ Speech Analytics Market,

Tern Systems (based on CSR shipments)

10%

19%14%

57%

Workforce Management

2008 North American Agent Performance

Optimization Markets, Frost & Sullivan

(based on product and services revenue)

32%28%19%

21%

Workforce Management Services

2008 North American Agent Performance Optimization Markets, Frost & Sullivan (based on WFM services

revenue)

20%

16%34%

30%

Workforce Optimization

2008 North American Agent Performance Optimization Markets, Frost & Sullivan

(based on WFM+QM revenue combined)

25%

25%18%

32%

Workforce Optimization Services

2008 North American Agent Performance Optimization Markets, Frost & Sullivan

( based on WFM+QM service revenue combined)

14%

25%18% 43%

Rest of Market

Verint Unified Solution Portfolio

Verint Express offers lower cost solution for smaller contact centers.

“Verint is furthering growth by positioning its recording technology at the centre of an up-market analytics offering aimed at enterprise users.

APO tools (and the new generation of analytical add-ons) are the best way to identify weaknesses and amplify strengths in the entire chain of the

customer experience.

Customer-agent interaction recordings are being increasingly utilized to

unearth intelligence that is of interest to users at various levels both within

the contact centre as well as the enterprise.”

Analyst Praise for Verint Analytics

“Saddletree Research

views the Verint approach

to speech analytics as the

most comprehensive and

efficient offering on the

market today…Verint has

set the competitive bar”

-- Paul Stockford Saddletree Research

Verint Has Three Levels of Speech Analytics

CONTENT CATEGORIZATION

Transcribe and index entire call and extract concepts

Analyze impact on known issues

KEYWORD SPOTTING

Spot 20-200 defined words

Find isolated calls of interest

BUSINESS VALUE

INTELLIGENCE

ROOT CAUSE ANALYTICS

“TELL ME WHY”

Mine categorized calls and suggest root cause

Find out what you do not know

to look for

Automated Root Cause with Tell Me WhyTM

Customer Complaints

Change policy

Technician didn’t show

Activity fees

Wrong information

TellMeWhyTM surfaces the root cause of key business issues– Continuously mines all

calls surfacing top drivers – No need to predefine terms

or reprocess calls – Category wizard groups

contents of customer interactions

– Non-categorized calls are used as a reference group delivering true root cause for every category or search result

The ROI Behind Why Are My Customers Calling

Web Development

Customer Calls to Reset Password

Rep Reports Increase in Calls to Management

Management meets with IT

too costly to change the Web Site Functionality

Online issues = 10% of all calls Password Reset issues = 8%

Service Call AHT = 7.5 minutesOnline AHT = 9 minutes

Average Cost Per Call$4.50

Possible Cost Saving$252,000 Annually

Root Cause Identified – Customers are unable to reset passwords on website, driving calls to the center

Enterprise determines it is too costly NOT to change

web functionality

Autonomy eTalk Qfiniti• Quality Monitoring - automated interaction recording and playback that

streamlines complicated monitoring and evaluation processes • Workforce Management - intelligent forecasting and scheduling for

optimizing contact center staff • Training - online training tools and integrated coaching features

supplement classroom and one-on-one training programs • Post-call Survey - automated customer surveys directly following a

service interaction that provides direct and immediate feedback to the organization

• Performance Management - tools for assessing, improving and tracking performance in the contact center

• Interaction Analysis - the ability to process speech and text interactions based on their conceptual meaning to extract business intelligence

Qfiniti WFM takes into consideration•Desired service levels •Required forecast to handle the volume of contacts in each unique queue •Real-time monitoring of call volumes to forecasted agents •Skill types that match specific customer needs •ACD routing and queuing logic •Agent work preferences

Call Recording Return on Investment

Reduced Costs

Monitoring TimeEvaluation Time

“New Agent” TrainingRepetitive CoachingReduced Talk Times

Reduced Agent Turnover

Increased Productivity

Improved Supervisor PerformanceCreate Targeted Training Programs

Create “Better Trained” AgentsImproved Agent Consistency

Improved Agent Performance & Morale

Increased Revenue

Improved Customer RetentionIncreased Upsell Opportunities

Improved “Time to Market” for Products

Reduced Risk

Telesales ComplianceCustomer Claims

“He said, She said”

Thank You!

Questions?