company confidential © witness systems 2004 voice & data recording with cisco ip telephony...
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COMPANY CONFIDENTIAL © Witness Systems 2004 COMPANY CONFIDENTIAL © Witness Systems 2004
Voice & Data Recording with Cisco IP Telephony
Katherine Bost
IP Channel Sales Manger – US
Witness Around the World
Founded 1988 NASDAQ listed Acquired Eyretel in 2003 550+ employees Over 7000 recorders installed worldwide $110m Revenue (70% Direct – 30% Indirect)
Profitable & Cash Flow Positive
The eQuality Suite
Witness drives..
Risk Management, Quality, Productivity, and Service Improvements
by :
Capturing/Gathering Information (Record, Playback, Evaluate)
Analyzing Customer Interactions (Determine areas of opportunity and root causes)
Enabling action to Train, Develop and Improve (Agent Training, System Improvement, Process
Development)
Global Market Leader
Estimated 80% market share in pure IP recording environment
$23.0$23.0$23.0$23.0
$43.9$43.9$43.9$43.9
$62.5$62.5$62.5$62.5$67.7$67.7$67.7$67.7
$110.1$110.1$110.1$110.1$118-$123$118-$123$118-$123$118-$123
Strong Revenue Growth
Technology in Transition
IP Recording GrowthIP Recording GrowthIP Recording GrowthIP Recording Growth
WITS IP GrowthWITS IP GrowthWITS IP GrowthWITS IP Growth
Our Cisco Partnership
Witness has been a Cisco AVVID, EVVBU and CCBU partner for over 3 years
Witness has premier ‘Select Partner’ and Cisco Compatible status Cisco is a global customer of Witness ContactStore IP products Successfully completed Cisco Interoperability Verification Testing (IVT) on
3.1, 3.2 & now 3.3 – soon CM4 ExecRecord won ‘Best Return on Investment’ application at Cisco’s global
XML competition last year Due to IVT process Cisco TAC is aware of ContactStore IP Support CallManager, CallManager Express and IPCC and IPCC Express
Witness now has over 250 live sites with ContactStore IP recording Cisco CallManager and IPCC
Certified on the GoldenBridge / Solutions Interoperability Testing program GB2
Cisco Status
Select Partner Status 400+ applications in AVVID program
Confusion in marketplace AVVID program too diluted to be of any value
Select program will reduce to 12 key partners AVVID resources will be focused on these partners
Witness was the first recording solution to be selected
GoldenBridge Test Program Large scale test lab to prove resilience in enterprise
deployments Witness one of only 4 partners WW invited to take part Completed and certified on GB2
ContactStore IP (CSIP) – What is it:
IVT and GB Certified with Cisco Acquire more value from telephone interactions by recording,
categorizing, and storing calls Replay, review and act upon captured customer intelligence to help
serve customers better Quickly resolve disputes Resolve unclear or review instructions Assess up selling opportunity Assist in training (best practices calls)
Quickly search and retrieve calls for playback Browser-based for easy access Graphically “see” call and identify points of interest
Prolonged silence, higher volume, raised voice
CSIP Business Benefits
Decrease Costs Increase searching productivity Reduce number of penalties Reduce number of dispute payouts
Increase revenue Assess up-selling opportunities Assist in training (best practices calls)
Improve customer satisfaction Quickly resolve disputes Resolve unclear/review customer instructions
Benefits over Traditional TDM Systems
Scalable in increments of 1 – do not have to purchase in normal analog and digital increments of 16, 32, etc.
As server power increases, so will recording capacity – software only solution investment protection
No cabling to trunks / extension lines – MACs via software therefore no cabling changes required
Price point and solution packaging allows businesses to discover new uses for recording
Multiple Recording Modes Available in the Same Software Only Recording Solution
Flexible Recording Control Recording configuration performed via simple GUI Runs on industry standard PC servers and operating
systems – no longer tied into proprietary H/W
Where we fit – and where we do not fit
Recording for Compliance
Compliance
Trading and Back-office
Legal requirement & dispute resolution
• Finance houses• Stockbrokers• Banks• Insurance• Outsourcers• Government
Recording is often essential in these environments
Recording for Business Efficiency
• Order Processing• Help Desks• Sales Office• Hotels Reservation• Hotlines• Switchboard• Back Office
Risk reduction• Protection & security• Proof of ‘who said what’• Verification of the facts• Threatening & Abusive calls
Business efficiency• Verbal contracts reduce paperwork• Verbal direct debits• Customer calls are part of workflow• System inefficiencies identified
Recording and analysis can return huge efficiency gains with strong Return On Investment
Contact Center Improvement
Contact Center Performance Optimization (CCPO)
Recording and analysis can be used for:• Protection & security• Skills assessment• Agent training• Improved customer service• Cross sell / up sell• Retain Agents• Reduced call duration• Improve selling skills
Witness have a range of contact centre recording solutions for 1 agent upwards!
Contact Centre challenges:
This market has the largest growth – Strong ROI’s and essential component in modern IP Contact Centers
Witness’ Cisco IP Customer Base
Over 200 Customers Worldwide… … Representing over 350 sites and
17,000 licensed seats, distributed globally as follows: Americas – 51% Asia-Pacific – 15% EMEA – 34%
… And ranging from: small-scale operations (2 seats to 50 at a
single site) to… full enterprise-level, global operations
(from dozens of sites up to over 100 and from a few hundred seats to well over 5,000)
Witness’ Cisco IP Customer Base
Cont’d
… Including a full range of both agent-based and IP trunk-based recording scenarios…
Providing both 100% (regulatory, liability, etc.) and selective (quality monitoring, sales verification, etc.) recording services to a wide range of business operations
Industry Leading Customers
BankingBanking Telecom / CableTelecom / CableInsurance / FinanceInsurance / Finance
General BusinessGeneral Business Technology / OutsourcersTechnology / Outsourcers Hospitality / RetailHospitality / Retail
BankingBanking Telecom / CableTelecom / CableInsurance / FinanceInsurance / Finance
General BusinessGeneral Business Technology / OutsourcersTechnology / Outsourcers Hospitality / RetailHospitality / Retail
Witness Does Business With 50 of the Top 100 Global Companies.
Witness Financial Services customers recording Cisco IP
Additional Witness customers recording Cisco IP
4Wheel Parts AQR Atlantic Coast Airlines Bankers Bank Birmingham Waterworks City of Avondale City of Lufkin Colorado State
Employees CU Corporate Express Credential Financial Duncan Williams
Fort Bliss Federal CU
Heritage Trust FCU JJ Fast Food Distributors. Marsh & McLennan Mimos Berhad Nirvana Business
Solutions Pink Home The Container Store Time Warner
Entertainment U.S. Concrete Western Gas Resources
Recent wins
1600 channels across 3 sites – Bangalore, Pune & New CC in UK Further 900 channels for Canada + Bang & Pune expansion C&W migrating CC operations to India Hosted IPCC in Data Center in UK Regulatory Recording and web based silent monitoring CSIP PLUS
. 2 sites (300 + 150) mirrored at one site to give 600 recorded channels 100% fault tolerant environment Integrated to LSE’s corporate archiving solution for storage up a minimum of 7 years Competed against NICE
. Shinko Securities
93 Sites with 6000 IP phones with one central CallManager Record on Demand on all phones Two large central call centres
Where we fit exactly is where there is a need to record because of regulatory / compliance needs (e.g : the FTC Telemarketing rules, HIPAA, etc; where there is a latent need for quality management (anybody with a strategic mandate around customer service, etc)
Beyond this there's a latent opportunity around the whole record on demand piece in the back office where Cisco can promote recording as "added value" but we can admit this is an evangelistic sale vs. the established demand of compliance/ risk management and QM.
We do not play very well in the financial trading space with Turret systems
Where does Witness play / not play
Positioning
Identify Critical Execution Issues
Investigate Opportunities
to Optimize
Review Customer Interactions
Closed loop performance optimization
Define KPIs
Improve Skills, Re-engineer Processes
Contact Center Challenges
Conflicting Objectives
Focus on Root Cause
Customer ContactsCustomer Contacts
Unnecessary ContactsUnnecessary ContactsFrustrated CustomersFrustrated Customers
Missed SalesMissed Sales Inadequate TrainingInadequate TrainingIneffective ProcessesIneffective ProcessesDemanding MarketDemanding Market
Customer AdminCustomer Admin Order ProcessingOrder Processing
Data EntryData EntryErrorsErrors
Slow CycleSlow CycleTimeTime
BillingBilling
PaymentPayment UnclearUnclearInformationInformation
AdherenceAdherenceTo ProcessTo Process
CollectionsCollections
FraudFraud
Customer ContactsCustomer Contacts
Customer AdminCustomer Admin Order ProcessingOrder Processing BillingBilling
PaymentPayment CollectionsCollections
Eliminate ContactsEliminate ContactsDelight CustomersDelight Customers
Drive RevenueDrive Revenue Increase RetentionIncrease RetentionEnhance LoyaltyEnhance Loyalty Spot TrendsSpot Trends
DecreaseDecreaseCostsCosts
IncreaseIncreaseEffectivenessEffectiveness
MaximizeMaximizeCustomerCustomer
SatisfactionSatisfaction
Audit Audit AdherenceAdherenceTo ProcessTo Process
Avoid FraudAvoid Fraud
Improving Performance
Enterprise Collaboration
Many Channels, One Customer
EffectivenessEfficiency
. . . Opportunities . . . Opportunities
Source: Gartner Source: Gartner
Driving Workforce Optimization
eQuality ContactStore IPsoftware recording solution
for Cisco AVVID
AVVID Architecture
The World Is Now Global—All Apps Must Travel Time and Distance
Call Processing
Call Processing
InfrastructureInfrastructure
ClientsClients
IP SoftPhone
• PSTN gateways• Analog phone support• DSP farms
IPNetwork
PSTN
Directory
CiscoCallManager
Cisco uOneVoice Mail, UMS
Intelligent Contact Manager
IP IVR, IP AAApps Engine
Partners
ICMICM
Collaboration
VideoApplicationsApplications
What Contact Store IP is NOT
Traditional Contact Store voice recorder
IP card instead of trunk / extension interface card
LAN
• ContactStore IP is NOT an IP enabled traditional TDM ContactStore
• Runs on industry standard PC Server hardware for ANY type of deployment
• I.e. all compression rates can be handled by standard servers
It’s delivered on a CD
Contact Store IP :
ContactStore IP for Cisco
Supports Cisco AVVID including CM 3.2, 3.3, IPCC Software only solution - Standard PC server hardware Scalable from 1 to over 4000 concurrent recordings Bulk and on-demand recording supported Silent monitor (service observe) capability Passive recording – Zero load on CallManager (no JTAPI) Stereo recording supported (both sides recorded separately) Storage to any Windows 2000 compatible device including
SAN/HSM etc (125hours per GB) Rules based archiving supported using Witness Archiver app Optional screen, email and web chat recording ICM Integration for rules based recording and enhanced
tagging E.g. Recording based on skill group, inbound calls only. Tagging with Agent ID, Skill Group and customer data.
Agent quality monitoring applications
Rules based archiving
Screen & Data recording
Web based replay
Technical Architecture example
Applications:
• Senior Managers• Complaints• Dispute call• Threat calls• Purchasing
ContactStore IP Exec Record
• Can activate recording during a call• Whole call recorded – not just when the button is pressed• Supported on any Cisco IP phone with XML display• Supported on Cisco 7970 Touch Screen Color Phones• Affordable, scales from 1 phone upwards
You press record here What you would have kept
The whole call is kept with Witness Exec Record
7970 Touch Screen IP Phone
Ideal in environments without CRM/CTI desktop
ContactStore IP Call Tag
CUSTOMISED TAGGING VIA THE IP PHONE• Calls can be tagged at any time during the call• Calls can be tagged using a list of call types e.g. complaint call• Tagging can also automatically trigger recording of entire call• Multiple tagging can be supported• Simplicity in locating these ‘tagged’ calls later
7970 Touch Screen IP Phone
Reference number
can be entered
All Text and Graphics displayed is fully customisable
ContactStore IP Email Call
EMAIL CALL DIRECTLY FROM PHONE• At any time during the call, the entire call can be emailed• Option to email and delete or email and keep on system• Features allocated on a per user basis
7970 Touch Screen IP Phone
Hyperlink to a secured recording with full authentication
Contact Viewer
Detailed audit trail essential for financial customers
Full audit trail
Business Benefits
First Call Resolution Holds (AHT) Transfer Rate Skills Levels Training
Achievements Through Actionable Intelligence Reduction Of 36 FTEs (4.4% Of The Workforce) Internal Rate Of Return Of 17% First Call Resolution Increased From 74.9% To 78.5% Holds Reduced From 17% To 13.75% Transfer Rate Reduced From 11.6% To 10.9% Annual ROI Of $1,500,000 And Growing
Delivered in
6 months
Capture and Review ….
Sales
Service
ClaimsTrading Desk Branch office Call Center
Customers
…….
Cap
ture
Archive
Telephony
Web Chat
Replay
eQuality Vision
Example – First time call resolutionRed = 4 or more contacts over last 30 days.
Yellow = 3 contacts over last 30 days
Green = 2 contacts over last 30 days
Blue = Case closed on first call
Example showing agent’s cumulative activity across the day. For example,Red = Complaint calls
Purple = Account opening
Yellow = Account closure
Blue = Order placed Customisable, based on any info tagged with a callCustomisable, based on any info tagged with a call
Allows abnormal activity to be instantly identifiedAllows abnormal activity to be instantly identified
The The reasonsreasons why can be discovered by listening why can be discovered by listening
Internal processes can be improvedInternal processes can be improved
From ‘What to Why’From ‘What to Why’
Customisable, based on any info tagged with a callCustomisable, based on any info tagged with a call
Allows abnormal activity to be instantly identifiedAllows abnormal activity to be instantly identified
The The reasonsreasons why can be discovered by listening why can be discovered by listening
Internal processes can be improvedInternal processes can be improved
From ‘What to Why’From ‘What to Why’
Every block is a call
You can’t manage what you don’t measure…
Sales
Service
BillingContactCenter
Customers
…….
Cap
ture
Analyze & Score
Act
Act
Telephony
Web Chat
Pro-active contact organisation
Assessing interactions
Recording is a requirement when lives or verbal contracts are at stake Brokerages & wholesale banking Retail banking Emergency Services - Police, Fire, Ambulance Call Centers that take orders over the phone Sales / Purchasing departments Security
Quality Monitoring is now a standard requirement for CC 85% of CC do some for of QA Market is only 20% penetrated
Witness’ XML applications are differentiating CallManager Anyone can now record & use important calls Application suite scales from one to unlimited numbers of channels
Why Witness Helps to sell more AVVID
Why software IP recording helps sell IPT solutions
Witness in IP Telephony recording
Largest install base of IP recording solutions globally
Clear market leaders in IPT recording with Cisco
Over 350 live sites with ContactStore IP recording Cisco CallManager and IPCC
Cisco use Witness IP recording internally, worldwide
Numerous industry awards for XML applications on Cisco phones
Fully verified with Cisco Compatible Status & TAC aware
Cisco Select Partner & GoldenBridge (SVT) partner
Cisco, Cisco Systems, the Cisco Systems logo, and the Cisco Arrow logo are registered trademarks or trademarks of Cisco Systems, I nc. and/or its affiliates in the US and certain other countries .
The f ollowing version(s) of Contact Store IP, Contact Store IP Micro and Contact Store Exec have been tested for interoperability with the listed product(s) of Cisco Sy stems, Inc. Contact Store IP 3.1.5.70, Contact Store Exec 3.1.5.70 and Contact Store IP Micro 3.1.5.70 are compatible with Cisco CallManager 3.2 (2c) SP E
Cisco, Cisco Systems, the Cisco Systems logo, and the Cisco Arrow logo are registered trademarks or trademarks of Cisco Systems, I nc. and/or its affiliates in the US and certain other countries .
The f ollowing version(s) of Contact Store IP, Contact Store IP Micro and Contact Store Exec have been tested for interoperability with the listed product(s) of Cisco Sy stems, Inc. Contact Store IP 3.1.5.70, Contact Store Exec 3.1.5.70 and Contact Store IP Micro 3.1.5.70 are compatible with Cisco CallManager 3.2 (2c) SP E
Extension MobilityCSIP allows you to record the person, not the phone
Enterprise users can free seat with record rules applying
Benefits of CSIP over TDM Recording
Runs on standard PC server – no longer tied into proprietary H/W
Scalable from 1 phone upwards – in increments on 1 As server power increases, so will recording capacity Resilience easier and more cost effective to deploy No cabling to trunks / extension lines – CSIP connects at
LAN level Remote installation, commissioning, support and upgrades Adds, moves & changes with TDM recording is expensive
& difficult Recording rules – such as ‘record all calls’ to ‘record on
demand’ done in seconds Configuration performed via simple Windows Snap-in
CTI INTEGRATION ON TDMOften complex and expensive. Can cost $25K to switch on CTI on TDM PBXCTI failure can cause recording and tagging to fail
FEATURE SUPPORT WITH SKINNYCallManager and IPCC recordingTagging can be enhanced by CTI e.g. ICM
Benefits of CSIP over TDM Recording
INTEGRATION WITH CISCO SKINNY Witness decode Cisco SCCP Skinny IP phone
protocol No CTI feeds are required – common headache
with TDM recording Plug and play functionality Out of the box control and tagging Fault tolerant - If the phone is operational,
recording continues
Benefits of CSIP over TDM Recording
WITNESS USE OF OPEN STANDARDS Cisco’s open XML interface allowed recording
applications to be developed Witness’ IP recording suite is Windows 2000 based Storage is open – instant access and archiving to
DVD/DAT/MO/SAN
STEREO RECORDING Witness’ IP recording allows both sides to be recorded
separately Important for dispute management – verifying trades by
clearly listening to each trader As speech recognition develop, word spotting, speaker
authentication etc can be used Unique to the IP environment
Witness in summary
A leading global provider of performance optimization software and services
Witness develops partnerships which deliver multi-million dollar returns to our customers.
Witness delivers solutions that optimize performance in call centers.
Witness positively affects strategic imperatives by focusing on key operational metrics.
Witness accomplishes our goals by monitoring customer interactions, performing gap analysis and applying insight to improve People, Processes & Technology.
A Witness solution is created by Highly skilled contact center consultants Applying domain expertise In best practices Utilizing the eQuality suite of applications.
Summary Cont.
World leader in Cisco IP Telephony recording deployed in sites globally
65% of IPT installed base in Finance Vertical Cisco Select Partner Solution Verification Test Partner (GoldenBridge) Adds value to a Cisco IP telephony solution
across all finance vertical sectors and contact centers : helps you differentiate vs TDM competitors
Software only solution allows scalable from one phone upwards & does not lock customers into proprietary hardware
Analysis, voice, email and speech recognition capability
Key US contacts
Katherine Bost – Primary Sales and Channels Lead US, IP
kbost@witness .com
704-895-3046
Duncan Hawes – Primary Technical Lead US, IP
914-684-0076
Andrew Flury - Global Alliance Manager, Cisco
770-754-8695