Avaya Workforce Optimization Deep Dive:

How Analytics are Transforming Workforce Optimization

Clarence Choi
Agenda

Customers
Trends Driving Changing their Avaya WFO
the Contact Business with V12 Roadmap
Center Analytics and Questions
Driven WFO

© 2013 Avaya Inc. All rights reserved. 2

 Industry Trends:
Value of Customer Satisfaction

© 2013 Avaya Inc. All rights reserved. 3

Contact Center Satisfaction Index 2012

 The industry is
steadily improving
 Record high
customer
satisfaction in
2012
 Recommend the
CFI Group’s
website to see
complete Contact
Center report
Source: Contact Center Satisfaction Index 2012, CFI Group, Executive Summary

© 2013 Avaya Inc. All rights reserved. 4

Components of the Customer Satisfaction Index

Source: Contact Center Satisfaction Index 2012, CFI Group, Executive Summary

© 2013 Avaya Inc. All rights reserved. 5

Components of the Customer Satisfaction Index

Source: Contact Center Satisfaction Index 2012, CFI Group, Executive Summary

© 2013 Avaya Inc. All rights reserved. 6

 Industry Trends:
Regulatory Compliance

© 2013 Avaya Inc. All rights reserved. 7

PCI Requirements for Handling Credit Card Data
1. End-to-end encryption is required for cardholder data
(sections 3 and 4 of PCI-DSS)
• Encryption of audio and screens on the move and at rest for Credit
Card Data.
• Secure key management is also specifically required
2. CVV should not be recorded but…
• “Protecting Telephone-based Card Payment Data” supplement
specifically states the encryption of CVV (and other sensitive data) is
NOT sufficient to meet the PCI standard (noted multiple times in March
18, 2011 PCI Information Supplement titled “Protecting Telephone-
Based Data )
• Some auditors will accept recording CVV if other compensating
controls are in place (acceptance of compensating controls varies
greatly among PCI auditors)

© 2013 Avaya Inc. All rights reserved. 8

Strategies to Avoid Recording Cardholder Data
1. Start and stop recording to prevent capturing data
• Pause voice/screen recording when agent enter a card
entry/authentication application
• Leverages PCI requirement to limit number of credit card entry
processes and thoroughly document those process
2. Initiate pause and resume automatically
• Embed an API call within the card collection application (customer
provided development strategy)
• Leverage recording vendor tools (such as Avaya’s Application Event
Triggers) to track workstation activity and trigger a pause and resume
• Utilize warm-transfer to IVR application for secure capture
• Agent controlled start-stop does not meet PCI requirements
3. Do you still need encryption if no data is recorded?
© 2013 Avaya Inc. All rights reserved. 9
HIPAA Implications for Contact Center Recording
1. Patient data must be protected
• Requires administrative, physical and technical safeguards
• Contact recordings contain patient data
2. Encryption is a clear requirement
• AES-256 strong encryption
• Secure key management
3. Recordings may be used a tool to confirm HIPAA compliance
4. Protected data includes but is not limited to:
Patient Name Participant Plan Number
Patient SSN Dates of Birth
Diagnosis Code Claim Information

© 2013 Avaya Inc. All rights reserved. 10

 Customers Changing Their Business
Analytics Driven WFO

© 2013 Avaya Inc. All rights reserved. 11

Workforce Optimization is a Journey
Focus upon Focus on Quality
productivity: defined
internally: L4
Basic technology
stack Skill Routing
ACD Quality
Call recording
Monitoring L3
Internal KPI Focus on
Silent monitoring
Scorecards Enterprise
Many Customer
Spreadsheets
Workforce L2
Management Centricity:
Focus on
Customer Root cause
Experience: analysis
L1
Voice Analytics Business process
analysis
Customer
Feedback Survey WFO to Enhance
Customer
Desktop Lifetime Value
Analytics
Customer-
Focused KPIs
Work Force Optimization Growth
© 2013 Avaya Inc. All rights reserved. 12
 Analytics Driven WFO Evolves Quality Monitoring
Past Traditional Random Measurement

Random Call Monitoring of < 1% of

contacts can miss a lot

• Low Customer Sat • High Customer Sat

• Disconnects • High quality
• High AHT • High efficiency
• Holds, Transfers • Sale achieved
• Silence/Dead Air
• Repeat calls
• Anger

Distribution of Quality
of Customer Contacts

© 2013 Avaya Inc. All rights reserved. 13

Analytics Driven WFO Evolves Quality Monitoring to
Customer-Focused Management

Random Sample + Analytics = 100% View

Distribution of Quality
of Customer Contacts

© 2013 Avaya Inc. All rights reserved. 14

Analytics Driven WFO Evolves Quality Monitoring

Ability to focus quality review for

some users based on business drivers

© 2013 Avaya Inc. All rights reserved. 15

Analytics-Drive WFO Drives Enterprise Goals to the Agent
Level

Speech Analytics Categories can be

used as metrics, measuring agents on
the same exact quality parameters as
enterprise performance

© 2013 Avaya Inc. All rights reserved. 16

 Voice of the Customer Analytics in Action
The situation
Leading Health
Insurer
 One of the oldest and largest health insurers in the southern U.S.,
employing more than 1,700 and with 1+ million members
 150,000 inbound calls a month handled by 6 contact centers
Increased FCR by
 Identify what drives repeat calls and longer call durations, as well as
29% and CSAT by determine where its advisors have challenges
34% by using speech  Eliminate errors and free up supervisor time for more value-add activities
analytics to The solution
understand and  Deployed Speech Analytics from the Verint Impact 360 Workforce
Optimization suite (Avaya’s OEM Partner)
implement ways for
The result
advisors to better  Based on findings, implemented a resource desk–available via phone or
serve members chat and staffed by existing quality reviewers rotating between the desk
and monitoring calls–to assist advisors with questions on interactions
 Decreased supervisor calls by 58% and improved quality scores by nearly
2%–from 96.5% to 98.3%
 Increase first call resolution by 29% and CSAT by 34%

© 2013 Avaya Inc. All rights reserved. 17

 Coming Attractions:
Avaya WFO V12

© 2013 Avaya Inc. All rights reserved. 18

How has Avaya WFO evolved from previous versions?
 Infrastructure convergence
– Main driver was converging recorder platforms and setting a new
standard for:
Total cost of ownership (TCO)
Simplified system administration
Navigation and ease of use
Depth of functionality in a suite

 Avaya WFO V12 is about software application enhancements that

build on that and allow organizations to:
– Use the voice of the customer
– Drive operational excellence
– Optimize the performance of their enterprise

© 2013 Avaya Inc. All rights reserved. 19

 Coming Attractions:
Quality Monitoring V12

© 2013 Avaya Inc. All rights reserved. 20

Avaya WFO V12 – Logical Toolbar for Ease of Use
•QM evolves to the Architecture
and UI of the direct Verint 11.1 (the
current Verint release)

•Functions presented in logical

order

•Access to most used functions

without launching additional
screens

•Search functions provide simple

path to finding critical data

•Access to other Avaya WFO

components from same toolbar

© 2013 Avaya Inc. All rights reserved. 21

Avaya QM v12 Smart Inbox

•Record all calls but only

the calls you want to
evaluate based on your
business rules are
delivered to inbox
•Customize which
supervisors evaluate
which agents
•Flag calls that require
further attention

•Call are delivered based on voice analytics categorization, line of

business, customer type, etc
•Refine by call category, line of business, customer class, customer
value and more
•Easily share intelligence enterprise wide
Right calls, to the right people, at the right time
© 2013 Avaya Inc. All rights reserved. 22
Avaya WFO V12 Customer Experience Management

•User defined flags based

on your unique business
needs

•Flag relevant contacts

•Search for a specific flag

when performing a search

•Use flags for follow up

activity within and outside
of the care center

© 2013 Avaya Inc. All rights reserved. 23

Launch Coaching from QM
What it does:

Launches a coaching session from a

quality monitoring evaluation.

Why this works:

•Streamlines the coaching & coaching

scheduling process
•All relevant data from the evaluation is
available
•Data fields are auto-populated with user
override capabilities
•Additional materials may be attached
•Supports meeting coaching goals
•Drive high efficiency / lower costs
•“out of box”
•“HR and OD/LD Friendly”

© 2013 Avaya Inc. All rights reserved. 24

Avaya Aura® Workforce Optimization:
Performance Management Scorecards v12
Scorecards v12 – Intraday KPIs
 No more waiting overnight for performance information
 Provides employee level intraday KPI scores, trends and
alerts configurable down to 15 minute increments
 Available for Advanced Scorecards only
– Intraday Scorecards requires separate license

 Tactical way to make adjustments to achieve individual and team goals

 Useful where immediate visibility and intervention can alter outcome
 Example KPIs include: ASA, call volume, hold time, average talk time,
occupancy rate, schedule adherence, revenue per contact, sales
conversion rate, money collected and money promised
© 2013 Avaya Inc. All rights reserved. 26
 Scorecards v12 KPI Gadgets
 Snippets of KPI information that can always be visible on the desktop
– No need to log-in to AvayaWFO; Only need to be logged into the system
 Provides constant and immediate feedback on performance without
obstructing the main app that employee has to use to work
– Intraday KPI Gadgets requires Intraday Scorecards
 User customizable by role and organization (Which KPIs, what data..)

For more info – drill to ‘My Scorecards’

© 2013 Avaya Inc. All rights reserved. 27

Avaya WFM v12 Enhancement Themes

Achieve Operational Excellence

Equivalent of the Verint Direct V11.1 (current
release)
Fully web-enabled
Enhanced Usability

© 2013 Avaya Inc. All rights reserved. 28

 WFM – Complete Web Enablement

 Assignment Rules, Outbound, Strategic Forecasts, FTE Requirements

and Distributed Campaigns and Queue Allocations - all Web-Enabled!
 Lower IT Costs
– Easier to maintain
– No dedicated hardware and terminal server / Citrix requirements
 Ubiquitous permissions-based access via same interface
 Truly Enterprise enabled
© 2013 Avaya Inc. All rights reserved. 29
 Vastly Superior Calendar Usability
Not Just Web-Enabled, Much Easier to Use Too!

2 3

1. Full screen, focused “fish eye” view

• View detailed calendar information for a chosen day while
retaining the context of the schedules for rest of the week
2. Enhanced daily and weekly schedule statistics ribbons with graphing
3. Easier Editing: Filter and multi-edit by activity. Find any event (not just
shift assignments and calendar events) like meetings, breaks, etc.
© 2013 Avaya Inc. All rights reserved. 30
AAWFO Voice Analytics v12 What’s New Highlights

Integration with WFO Suite

– Avaya Aura WFO Voice Analytics with Integrated
Recording inc encryption
– Unified Administration with AAWFO suite
– Speech-driven Alerts
– Access Speech Player from WFO apps
– Speech trends in AAWFO Dashboards
– Automatically prioritize calls for QM review based on Voice
Analytics category
– Search for calls QM review based on Voice Analytics
category
– Launch Voice Analytics Player from QM/Contacts
– Pass Voice Analytics Results to the Scorecards

© 2013 Avaya Inc. All rights reserved. 31

 v12 Supercharging QM with Voice Analytics
Automatically prioritize calls for review based on Voice Analytics category

 Having the Category data focuses the search

 Creating strategic and tactical categories refines the QM evaluation
selection process
 Enables QM process to be business issue led
 Dramatically speeds up QM process
 QM team do not need to know how to use Voice Analytics application:
– - they just consume the results!
© 2013 Avaya Inc. All rights reserved. 32