Optimizing Contact Center Performance with Reporting and Analytics Kay Phelps Senior Manager, Contact Center Solutions Jan. 2012

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 22 Agenda  High Level Reporting and Analytics Strategy  CMS update  Focus on Avaya IQ  Avaya Aura ® Performance Center  Mobility Applications  Q & A 2

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 3 High Level Strategy

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 4 Contact Center Performance An end-to-end process 4 Monitoring Operations Effecting Change Managing Resources Reporting Analytics Contact Recording Forecasting Scheduling Scorecards Customer Surveys Planning Quality Monitoring Intraday Mgmt Agent Self Service Create Assign Access & Permissions Speech Analytics Coaching eLearning Define It’s not just about measuring performance, it’s about acting on it!

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 5 A quick look at CMS and Avaya IQ

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 6 Typical Factors in Choosing CMS or Avaya IQ 6 For large CC Elite installed base customers Continued feature refinement and platform investment Focus on customer requested features and platform lifecycle extension Feature requests will be subject to prioritization based on business opportunity and customer satisfaction For large CC Elite installed base customers Continued feature refinement and platform investment Focus on customer requested features and platform lifecycle extension Feature requests will be subject to prioritization based on business opportunity and customer satisfaction For new CC customers and added value to CMS customers Progressively add best-in-class Unified Reporting : all contact channels in one place Rich out-of-box functionality Evolution of the platform from Reporting to Avaya Aura ® Performance Management For new CC customers and added value to CMS customers Progressively add best-in-class Unified Reporting : all contact channels in one place Rich out-of-box functionality Evolution of the platform from Reporting to Avaya Aura ® Performance Management CMS Avaya IQ “Side-by-side” deployment delivers incremental value for reporting and analytics

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 7 Avaya Call Management System 16.3 What’s new? Boosts accessibility and lowers costs  Browser-based interface –Eliminates the costs of installing and upgrading supervisor desktops –Makes CMS reports readily accessible  Lower-cost x86 platform –Paves the road for cost-effective CMS Lite for small & mid-size customers –Removes dependency on Solaris SPARC architecture 7 What is It?  Reporting and administration for Avaya Aura ® Call Center Elite

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 88 Call Management System 16.2 Control and Flexibility  Systematic throttling of reports that exceed recommended limits  Notification/identification/termination tools  Safeguard against rogue reports  More choices for LAN backups  Reduced hardware footprint  Faster, more secure backups System Backup Improvements  CMS Supervisor on 64-bit Windows 7  Thin-client via Citrix on Windows 2008 Server  Lower cost, higher capacity CMS servers New Technologies © Avaya Inc All rights reserved. 8 Guard Railing

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 9 IQ 5.2 released July 2011

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 10 Avaya IQ Intelligence into your Contact Center  Analyze contact center performance –Recognize what’s working, fix what isn’t –Identify role-model agent behaviors, rectify problematic ones  Evaluate correlations –Uncover and understand patterns and relationships –Fine-tune and track progress against targets  Optimize your customers’ experience –Assess the details, address any issues –Deliver an experience your competitors can’t match

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 11 Avaya IQ Overview of 5.2 [July 2011]  Unified reporting –Inbound voice –Blended outbound –Self Service –Intelligent Customer Routing –Multichannel *  Key features –Real-time dashboard with 3 sec. refresh –Hundreds of out-of-the-box reports –Role based access control –Full time zone support –Comprehensive drill down –Call Work Codes * –Analytical insight –Agent Behavior Reports –Correlation Reports * New in IQ  Capacities and configurations –900 Report Users, 15K Agents –300K BHCC –48 Data Sources * –7.5K administered agents for HA * –Single server turnkey configuration* –Survivability configuration*

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 12 Agents A Supervisor in the Contact Center A Day in the Life Session Context Customers Data requests Managers Why are we missing service levels today? I’m getting more than my fair share of work Did our changes improve results? 12 I was transferred twice, then put on hold for 10 minutes! How are the new agents doing? Are we meeting our metrics? How long will customers wait? Who upset this customer? What happened? The agent was rude, then hung up on me! Oh, no, I’d never dump calls. It took way too long!

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 13 How IQ Benefits Contact Center Supervisors  Identify and address problematic behaviors –A single report flags all the potential issues –Drill down into details to analyze what and why  Improve agent assessments –Which agents are best with voice calls, , and web chat –Overall agent productivity and problem areas –Individual customer experiences  Intuitive and flexible dashboard –Activity template can be quickly customized –Drill directly into administration

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 14 Avaya IQ - Agent Behavior Analytics Now it’s easy to pinpoint problem areas!

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 15 Drill Down to Details to Learn More  Uh-oh… short talk times, long hold times  Let’s click here to evaluate the details…

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 16 Avaya IQ Customer Experience Details

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 17 Contact Center Director Concerns 17 Self-Service Does self-service offload agents? Where should we add self-service? Call spikes When do spikes occur? Are we meeting targets? Results Does training increase sales? We need to improve customer sat Location Which location’s metrics are best? How do home agents compare? Updates Which channels yield best results? What happened??

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 18 How IQ Benefits Contact Center Managers/Directors  Single dashboard view –All sites can be view as unified enterprise –Each site can be assessed individually –Groups can span sites –Everyone runs reports in their own time zone  Improved insight and analysis of operations –Import data from external systems –Quickly identify trends  Unified reporting across all media types –Voice (inbound and outbound) –Self Service –Multichannel © Avaya Inc All rights reserved.

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 19 Avaya IQ - Voice Portal Reports Assisted Service / Self Service Duration

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 20 IQ 5.2 Unified Reporting for Elite-AACC  Unified reporting –CC Elite: Voice –AACC: , Fax, Document, Social Media Integration  Multichannel reports –Real-time & historical

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 21 Avaya IQ Portfolio Integration  Click-through –From Avaya IQ user interface, drill directly into performance applications  Single point of access: –Avaya IQ administration –Avaya IQ traditional reporting –Avaya WFO  Ease of navigation between applications

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 22 Pain Points for the IT Director Install, integrate, deploy, manage Scale to handle massive amounts of traffic Reliability, security, survivability, maintainability

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy Avaya IQ – Unified Reporting and Analytics Avaya Aura ® Call Center Elite Avaya IQ 3 rd Party Data3 rd Party System Avaya Aura ® Voice Portal Avaya Aura ® Contact Center Avaya Proactive Contact Avaya Work Force Optimization

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 24 Avaya IQ Resiliency – Survivability  Survivable Avaya IQ –CM Survivable Core (ESS) –Survivable Remote (LSP)  Reporting for geographic redundant core and remote contact centers  No loss of data during a disruption 24 Remote Site Main Site IQ Primary IQ Primary WAN CM Main Server CM Survivable Core (ESS) IQ Data Collection (Survivable)

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 25 Avaya IQ Resiliency – High Availability  High Availability Avaya IQ  Avaya IQ secondary mirrors primary  Zero downtime for upgrading and patching  High Availability only (where Survivable scenario is not required) Main Site IQ Primary IQ Primary CM Main Server IQ Data Collection (Secondary) Backup Site IQ Secondary IQ Secondary WAN

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 26 Avaya IQ Resiliency – Survivable and High Availability  Survivable High Availability Avaya IQ  Geographic redundancy of Avaya IQ & CM  To 5K administered agents (future increases)  Zero downtime for upgrading and patching  Where maximum resiliency is required (recommended) Main Site IQ Primary IQ Primary CM Main Server IQ Data Collection (Secondary) Backup Site IQ Secondary IQ Secondary WAN CM Survivable Core (ESS) IQ Data Collection (Survivable)

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 27 Avaya IQ Resiliency – Multiple Sites Backup Data Center Main Data Center IQ Primary IQ Primary IQ Secondary IQ Secondary WAN CM Main Server CM Survivable Core (ESS) IQ Data Collection (Survivable) IQ Data Collection (Secondary) Remote Site IQ Data Collection (Survivable) CM Survivable Core (ESS) WAN  Survivable Data Center – Combined HA and Survivable configuration – dual data center  Multiple Sites with Survivability – Combined HA and Survivable configuration – dual data centers – Data Collector at Survivable Remote Sites Supported Configurations  High Availability  Data Collector at Survivable Remote Sites – IQ Data Collector connected to ESS or LSP – IQ Single, Dual and Multi-host configurations with ESS or LSP  C-LAN & Processor Ethernet connectivity

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 28 What Business Unit Leaders Want to Know How is the Home Agent pilot going? Should we expand it? Are our best customers getting premier service? Are customers complaining in social forums? Are we on target? Did your changes improve our results? Are there revenue opportunities in social media? How are we managing social media? Are we delivering first contact resolution? Keep me informed Did we meet service levels during the product recall? Flag areas that need my attention

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 29 How IQ Benefits Senior Management and LOB  Relate contact center performance to business results –Assess if we are on target to meet our goals –Identify if agent training is helping improve C-SAT, reduce operational costs  Manage CC performance –Actionable customer satisfaction metrics –Identify trends  Get the data to make good business decisions –Home Agent metrics are great – let’s expand the program! –We’ve offloaded agents with self-service – and improved customer sat scores too © Avaya Inc All rights reserved.

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 30 Avaya IQ 5.2 Deliver IQ Capabilities at a Great Price Point  Single server turn-key makes it easy by including: – Avaya IQ –Oracle DB –Linux OS –Hardware  Cost effective alternative to CMS, BCMRD, and Taske  Capacities –900 concurrent agents –75 report users –20K BHCC –2 real-time sources (Call Center Elite, AACC, PC)

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 31 Avaya IQ Today  Video testimonial on Avaya.comAvaya.com  Carol Shaltens, Senior Manager Network and Telecommunications : “Avaya IQ has had an absolutely huge positive impact on the customer experience.” “Redirect on No Answer went down by 58%” “48% reduction in maximum wait time”  Matthew Coy, Senior Director, IT Infrastructure “It was an important factor in reducing expenses somewhere in the neighborhood of 10-15%...It goes right to our bottom line.” “Avaya IQ has given us limitless flexibility. We’re seeing the benefits of that in our profitability, through the efficiencies in staffing, through responsiveness to our external customers.” “I would encourage any customer to consider Avaya IQ… I’m a believer.”

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 32 Contact Center Control Manager Unified Administration for IQ-Elite-AACC configuration  Unified administration for Avaya IQ –Users, Roles, User Role Assignment –Agent Groups, Skill Groups –Routing Point Groups  Enabled by Avaya Contact Center Control Manager – Cost effective unified administration for IQ-Elite-AACC – Optional…but administration efficiencies and time-savings are significant 32

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 33 Evolving to Avaya Aura Performance Center Reporting and Analytics

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 34 Avaya Aura Performance Analytics Customers Contact Center Staff Unified Reporting Behavior Analytics Agent Interaction Analytics SIP Avaya Aura Performance Center Platform Improve Key Performance Indicators Reduce overall operational costs Optimize agent resources and performance Improved First Call Resolution & Customer Satisfaction Contact Analytics Contact Flow Analytics Speech Analytics Adaptive Routing

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 35 Avaya Aura ® Performance Center Architecture 35 User Workspace Data Warehouse Operational Reports Reporting Engine Historical Data Import Advanced Reports CC Analytics Applications Report Designer Real-Time Data Input Data Layer Tools Layer Application Layer VP CMS AACC WFO PC Customer Applications Elite POM ICR Presentation Layer Sources Mobile Supervisor Contact Analyzer Flow Analytics Screen Analytics

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 36  Contact Analyzer –Data access to analyze caller experience –Identifies call trends –Call Data complementary to Avaya Call Management System Summary Data Current Avaya Aura Analytics Applications  Flow Analytics –Visualize end to end call flows using flow graphs –Compares contact center performance against Key Performance Indices (KPIs) and benchmarks –Visually analyze cradle to grave call flows.  Screen Analytics –Merges agent performance at the desktop with the telephony view. –Provides detailed understanding of agent’s desktop application usage. –Provides key insights into agent behaviors Powered by Avaya Aura Performance Center

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 37 Contact Center Mobile Applications

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 38 Avaya Aura ® Performance Center 7.0 Supervisor Mobile Application  Portable queue and agent monitoring  At-a-glance information and analysis, agent details  Take corrective action while roaming  Directed and responsive communications  Summary to Detail views  Agent State Detail tabs  Queue Details view

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 39 Agent Details  Access agent summary for informed decisions  Critical agent statistics  Agent contact information  Initiate communication with agent

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 40 Avaya Aura ® Performance Center 7.0 Mobile Executive Application - Demo World Map  Locations for queue groups  Critical queue group statistics  Select to see threshold violations Trend Analysis  Trend information for queue groups

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 41 Avaya Aura ® Performance Center 7.0 Content in scope for Sept  Flexible / modular architecture  Extensible data warehouse and ETL tools  BI Infrastructure  HA to 15,000 agents  Mobile for Supervisor Application  Mobile for Executive Application (Demo)  Extensible CC Analytics 41

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 42 ? ? Q & A ? ? ? © Avaya Inc All rights reserved.