Avaya IQ Contact Center Reporting & Analytics Kay Phelps Senior Marketing Manager

Agenda Introducing Avaya IQ 1 Building upon the Heritage of CMS 2 What Makes Avaya IQ Sizzle 3 Target Customers 4 Customer Case Study 5 Resources 6

What is Avaya IQ? Rich, robust contact center reporting and analytics Actionable intelligence for Avaya Call Center Agent inbound/outbound voice reporting initially Roadmap adds IVR, multimedia Builds upon Call Management System Adds exciting new capabilities Takes contact center reporting to a whole new level Addresses requirements of 70+ customer panel

Agenda Introducing Avaya IQ 1 2 Building upon the Heritage of CMS What Makes Avaya IQ Sizzle 3 Target Customers 4 Customer Case Study 5 Resources 6

Avaya Call Management System Contact Center Reporting and Administration Instantaneous notification of any problem areas Drill-down to more detailed information Easily invoke administration to make changes Fine-tune with historical data Right-size agent staffing Identify problem areas Over 200 standard reports Extensive customization capability Ease of use Problem areas are easy to spot since you get instantaneous notification of any measure outside acceptable levels. Each manager sets thresholds for those measures that are critical to his or her area within the call center – whether this is calls in queue, EWT, abandons, etc. You can drill-down quickly and easily to more detailed information in these problem areas. If you see drive the need to make administration changes – add agents to a particular skill, build a back-up pool of agents - CMS provides you the ability to drill down directly into admin. Within a few seconds you have made the administration changes necessary to immediately rectify the situation. CMS retains historical data– up to 10 years’ worth – so you can analyze trends. When do you tend to have spikes in call volumes? Is it the week after Thanksgiving? Do you typically have higher call volumes on Monday? Or during the lunch hour? What is the tolerance for waiting in queue for each of your customer segments? You need this detailed historical data in order to avoid 1) losing business because you are inadequately staffed, or 2) overstaffing and adversely impacting your bottom line. “You can’t manage what you can’t measure”. CMS provides you with over 200 standard real-time and historical reports. It includes a custom report designer lets you quickly and easily modify these reports or create new reports that fit your unique requirements.  

CMS Customers Wanted More… Unlimited agent/switch capacities Ability to import data Thin-client reporting Agent-level data access Retain detail data Software-only Time-zone reporting Agent trace

Goals in Building Avaya IQ Keep what customers love about CMS Ensure no “feature debt” Enhance with requested capabilities Architect with room to grow Unconstrained capacities Data model built to facilitate addition of other data sources Delight customers with new features

Agenda Introducing Avaya IQ 1 Building upon the Heritage of CMS 2 What Makes Avaya IQ Sizzle 3 Target Customers 4 Customer Case Study 5 Resources 6

What is the Sizzle in Avaya IQ? Addresses CMS wish list Builds upon “Gold Standard” Relates Business Results Unlimited capacities Data import Thin-client Agent-level data access Retains detail data Software-only Time-zone reporting All agents traced, all the time Takes the next step beyond operational reporting Incorporates analytics Gain intelligence into the customer service you deliver Learn not just “what happened” but “why” Enables managers to relate contact center performance to business results Who are the “best” agents from a revenue perspective? Did my investment in agent training pay off?

Avaya IQ Delivers Actionable Intelligence Make business decisions based on facts Appraises Customer Service from Multiple Perspectives Enables Full Understanding of Agent Contributions Slice and dice the data in any way that meets your needs What time period do you need to see? What is the performance of each location? How does that compare to regional metrics? How is the enterprise performing? What time zone are you in? What view best enables you to assess your scope of responsibility? Show the value of blended agents Relate customer satisfaction scores to each agent’s metrics Identify agent behaviors, agent “games” Immediately identify potential problem areas with a single report Set target performance levels Assess how each agent performs against these targets Drill down to the details to learn more

Avaya IQ Delivers Actionable Intelligence Make business decisions based on facts

Avaya IQ - Agent Behavior Analytics

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Avaya IQ – More Nuggets Easy, embedded report customization Support for multiple languages Understanding of report fields is an “I” click away Roles-based access to data Supporting services available through Avaya professional services team New Avaya Software Support + Upgrades to keep customers current

Agenda Introducing Avaya IQ 1 Building upon the Heritage of CMS 2 What Makes Avaya IQ Sizzle 3 Target Customers 4 Customer Case Study 5 Resources 6

Should I Position CMS or IQ? Avaya IQ may be the answer when: New mid-large size customer Existing customer on 13.1 or 14 CMS release Your CMS customer has hit these pain points: More than 8 geographic locations Locations span multiple time zones Consolidation requirements beyond CMS Need capabilities only offered by IQ – web-based client, software only, call detail data, data import, etc. 17 17

Should I Position CMS or IQ? CMS may be the answer when: Existing customer wants gradual transition Operate side-by-side with Avaya IQ Gain familiarity with new reporting interface Transition applications such as wall boards, WFM, etc. Small to medium contact center, geographically concentrated Consolidation stays within eight ACDs, <10,000 agents Immediate requirement for trunk group reporting, turnkey solution, High Availability 18 18

Frequently Asked Questions Is CMS going away? No, CMS sales are strong CMS 14.1 became GA in June, CMS 15 planning is underway CMS continues to meet the needs of many customers Your path, your pace, your choice * Upgrade your CMS customers to the latest release for side-by-side operation and easy transition Does Avaya IQ cost more? Will my CMS data migrate? What about custom reports, data feeds, etc.?

Agenda Introducing Avaya IQ 1 Building upon the Heritage of CMS 2 What Makes Avaya IQ Sizzle 3 Target Customers 4 Customer Case Study 5 Resources 6

Case Study – City of Indianapolis Challenges: contain costs, improve customer service Solution: Avaya IQ Value Created: Increased control and reduced costs Improved agent behaviors and customer satisfaction Eliminated the guesswork Optimized agent resources Streamlined business operations Increased control & reduced costs "With IQ’s web-based access, all we need to do is launch a browser to access the reporting system and to administer moves/adds/changes, stated Dan XXX, Telecom Analyst. "In addition, the ability to administer agents in only one place saves a huge amount of time.”   Improved agent behavior and customer satisfaction, eliminated the guesswork The cradle-to-grave reporting provided by Avaya IQ, coupled with call recording, offers a comprehensive view of customer relationships. “Now, we can easily track down and rectify problematic agent behaviors,” says Giesla Schepers. “Depending upon what a supervisor sees – let’s say an agent hangs up excessively, or puts customers on hold for too long – Avaya IQ can identify that behavior, and drill down to learn the details. Avaya IQ eliminates the guesswork, and provides the data to back it up.” Optimized agent resources With Avaya IQ, the City of Indianapolis/Marion County has the ability to see which areas need improvement, so budgets and resources can be reallocated to serve customers better Streamlined business operations Avaya IQ provides extensive insight into real-time and historical statistics like call volumes, wait times and abandonment rates that make it easier to track down and rectify issues. “IQ makes it easier to get the big picture without having to put all the puzzle pieces together,” Schepers explained. “Our employees now have the tools they need to provide a superior level of customer service,” said Giesla Schepers, Contact Center Manager for City of Indianapolis/Marion County.  With Avaya IQ and its simple-to-use web-based access and single point of administration, managers are able to gain the insight they need. “Our employees now have the tools they need to provide a superior level of customer service.” Giesla Schepers, Contact Center Manager

Agenda Introducing Avaya IQ 1 Building upon the Heritage of CMS 2 What Makes Avaya IQ Sizzle 3 Target Customers 4 Customer Case Study 5 5 Resources 6

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