IntroductionProviding real-time insight

to contact centers in APAC

Stuart Geros – eMiteRob Porter – UC Architects

25% of the world’s largest banks use eMite

About eMite

Global Gold Partner with Genesys PureCloud

Part of Prophecy International (ASX: PRO)

Australia, USA, United Kingdom, Singapore, China

Recognized by Gartner as a leader in IOBVD, Intelligent Operations Business Value Dashboards

Partnered with leading vendors of call center management, IT services management and IT security solutions

Sample eMite Genesys Customers

About UC ArchitectsUnified Communications Design and Management

• Based in Sydney AUSTRALIA

• Network of experienced independent Information Technology and Telecommunications experts

• Ensure that Unified Communication and associated Contact Center Solutions are designed and implemented to meet customer needs and expectation.

• Experience in Large Enterprise, Finance, Education, Government and Defence (US & Australian) sectors

About The Customer

Fortune 500 company specialising in Commercial Real Estate

Annual gross revenue of over $6b

More than 80 countries service from APAC

5 individual geographically dispersed Contact Centers

Comprise Different telephony platforms Avaya to Asterisk

Calls captured by toll free numbers issued by multiple carriers globally routed via public network

No uniformity, No Global View

The challenge handed to UCA

1. Existing Avaya Customer2. Evaluated the market3. Chose MiTel4. Re-assessed decision – unsure5. Contract UCA

1. Assess the solution proposed by Mitel2. Detailed assessment business needs3. Recommend list of vendors including PureCloud4. Managed the RFP Process5. Manage vendor selection6. Manage contract negotiations

6. Implemented the project to completion

RFP Process

• Split into two sections:• CC Technology –

• PureCloud

• Carriage• Toll Free reduced from 12 to 2 Carriers• Private SIP voice network with 120 trunks in both Sydney and Hong Kong

• Vendors responded to • CC only, • Carriage only • Both

• Complete solution billed by Carrier

• PureCloud delivered by Genesys and UCA

Success of PureCloud

• Standardisation of the platform used across Asia and Australia

• Utilise multi-channel contact such as web chat, email, etc.

• Utilise Agent Anywhere functionality (Teleworker)

• Leverage VoIP network to reduce costs

• Unify the user experience across the network

• Infinite Call Recording

• In-house call flow design

PureCloud Business value

• $250K savings expected across 100 Agents in 5 locations

• Better utilisation of Staff availability across the region

• Increased access to language and other skills

• Increased control of the business

• Call recording included with infinite storage

• No professional services required for new call flows

• Management of staff effort across channels

Poor decisions, made slowly

Reporting challenges

PureCloud provides a ‘One size fits all’ report framework Insufficient detail and flexibility for our teams

C-Levels stakeholders reporting requirements are more business focused Needed KPI alignment Unclear impact of business activities on contact center

Bespoke requirements create reporting bottlenecks – Everyone relies on the BI team BI Team has No/Little Knowledge of Contact Centers or PureCloud

No correlation with data from other systems e.g. Salesforce, Office365, ServiceNow, Cherwell, Corrigo, log files, databases

Insert something here

Reporting Challenges

Real time reporting needed to ensure KPI Adherence

Custom KPIs across Queues, Groups and Regions

PureCloud Reports & Dashboards only tell part of the picture

Potential for flawed decision making

PureCloud API is constantly adding new features

High professional services costs caused by ongoing customization

Complex integration with internal BI tools

Poor speed-to-value

Time-consuming hindsight reports focus on blame

not improvement, reward or recognition

Real time insight“When we compared costs, eMite came in at ten percent of what it would have cost us to develop our own solution.” IT manager, Australian Cemetery Trust

Why eMite?

Innovation and advantage Better insights lead to continuous improvement,

FTE Benefits No Time updating API integration Time not wasted on manual reporting

Proactive Engagement More time spent delighting customers

Shared Reporting Dashboards Ad-hoc approach to performance management breeds resentment

Increased Staff Performance & Morale Agents able to see their performance real-time Agent priorities based on real-time demand

eMite Demonstration

How does eMite work?

eMite connects to more than 80 data sources

SQL Server and Oracle DB, Salesforce and Dynamix CRM, as well as

popular finance and workforce management systems

Only eMite can analyze vast amounts of data within seconds

This is due to its Elasticsearch index engine, which helps managers to

mitigate issues before they occur and make informed decisions - quickly

eMite is typically implemented within 48 hours

As well being affordably priced (via a simple monthly subscription),

customers reap the benefits of their eMite investment straight away

eMite is easy to configure

It is pre-built with all the tools you would ever possibly need for

delivering unbeatable customer experiences

eMite is scalable and highly adaptable

to suite literally any organizational model - today and into the future

Benefits

Recognize and respond to shifting call volumes - as they occur

Improve customer experience, reduce call wait times

Manage intra-day queue volumes

Increase agent productivity and retention

Reduce administration time (scheduling, hindsight reporting etc.)

Make monthly reports obsolete

Compare agent performance on previously unmeasurable criteria

Drive continuous improvement via transparent KPI reporting

Monitor and manage KPIs - in real time

Reduce recruitment and agent onboarding costs

Reduce call abandonment rates

eMite Engagement

• What the customer would have done differently

• I would have assessed reporting requirements up front

• Included in RFP

• Only one vendor to deal with

• Should have purchased eMite when purchasing PureCloud

What Next?

• Visit eMite booth G08

• Purchase through your partner or Genesys• In the Genesys PureCloud Price Book

• Priced by the Agent per month on 12 month contract

• Fully Configured with Pre-Built Dashboards

• Hosted in Cloud

• Find us on PureCloud Web Site

Employsure

“eMite cost 10% of what it would have cost us to develop our own solution.” Australian Cemetery Trust

What other eMite customers say

“Pprevious reports showed overall results with no ability to drill down into individual values.

With eMite, we can see exactly who’s doing what and how long it’s taking them.” Employsure

“eMite was easy to learn. After just 55 minutes of video training any of my staff could use it. Building a

single report on the other BI solution was going to take eight days, whereas with eMite, we could build

eight or more reports in one day with basic knowledge. TAL

“We realised we needed eMite when they were able to replicate in 7 minutes what we’d spent $130k

and one year creating.” US based health company

“Out-of-the-box reports ensure fast speed-to value”