cimplicity™ visualizer

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HIGHLIGHTS CIMplicity™ Visualizer •Zero-in on issues •Dramatically shorten problem resolution time •Reduce escalations •Reduce manual tracking of calls and events •Automatic consolidation of logs and events •Improve customer experience •Save the day Solve Problems instead of Search Data Contact Centers have become a collection of complex software processes that generate a tremendous amount of interaction data. Most contact centers rely on traditional analysis tools, such as manual data gathering, text editors and generic log analysis tools in an attempt to resolve issues. This approach is always time consuming and often yields inconclusive answers. With CIMplicity™ Visualizer you will: Resolve issues faster Reduce downtime Improve customer experience Stop Wasting Time Investigating a customer experience from cradle to grave often requires the retrieval of dozens of different log files. Without trouble call information, researching a single event could take an analyst several hours to manually locate and trace the call. Make Better Decisions Data visualization is more than just pie charts and pretty pictures. By deploying CIMplicity™ Visualizer, support analysts can use minimal trouble-ticket information to quickly and easily filter calls and events required to isolate an issue and find a resolution. A color-coded dashboard intuitively presents all relevant events in a fraction of the time. Visualizer even shows the associated configuration settings at the time of the call. For example, if an agent skill changes before or after an event, Visualizer shows the settings at the time of the event - no more blind speculation. Clear data and definitive answers build confidence in the system and give the organization the ability to manage every customer experience. “Collecting logs, identifying where the problem call is, and combining the associated interactions previously took eight hours with our systems. Now, with Visualizer, we have reduced this task to minutes.” Director, North American Financial Institution, with 5000 agents, 8000 calls per hour

Author: customerexperiencesolutions

Post on 28-Nov-2014

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Solve Problems instead of Search Data Contact Centers have become a collection of complex software processes that generate a tremendous amount of interaction data. Most contact centers rely on traditional analysis tools, such as manual data gathering, text editors and generic log analysis tools in an attempt to resolve issues. This approach is always time consuming and often yields inconclusive answers. With CIMplicity™ Visualizer you will: • Resolve issues faster • Reduce downtime • Improve customer experience

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  • 1. HIGHLIGHTS CIMplicity Visualizer Zero-in on issues Dramatically shorten problem resolution time Reduce escalations Reduce manual tracking of calls and events Automatic consolidation of logs and events Improve customer experience Save the day Solve Problems instead of Search Data Contact Centers have become a collection of complex software processes that generate a tremendous amount of interaction data. Most contact centers rely on traditional analysis tools, such as manual data gathering, text editors and generic log analysis tools in an attempt to resolve issues. This approach is always time consuming and often yields inconclusive answers. With CIMplicity Visualizer you will: Resolve issues faster Reduce downtime Improve customer experience Stop Wasting Time Investigating a customer experience from cradle to grave often requires the retrieval of dozens of different log files. Without trouble call information, researching a single event could take an analyst several hours to manually locate and trace the call. Make Better Decisions Data visualization is more than just pie charts and pretty pictures. By deploying CIMplicity Visualizer, support analysts can use minimal trouble-ticket information to quickly and easily filter calls and events required to isolate an issue and find a resolution. A color-coded dashboard intuitively presents all relevant events in a fraction of the time. Visualizer even shows the associated configuration settings at the time of the call. For example, if an agent skill changes before or after an event, Visualizer shows the settings at the time of the event - no more blind speculation. Clear data and definitive answers build confidence in the system and give the organization the ability to manage every customer experience. Collecting logs, identifying where the problem call is, and combining the associated interactions previously took eight hours with our systems. Now, with Visualizer, we have reduced this task to minutes. Director, North American Financial Institution, with 5000 agents, 8000 calls per hour
  • 2. ariasolutions.com @ariasolutions Visual View of Genesys LogsFeatures Visualization of Interactions Intuitive User Interface View activity visually - Color coded activity - Zoom in / out Processes the following file types Immediate access to consolidated data TServer & Interaction Server Logs [E-mail, Chat, and iWD] GPlus Adapters [IEX, Aspect, Verint and Teleopti] View event details in a separate pane See the event details in corresponding log files Write filters using commands and event data fields, such as AgentID or ConnID Matching activity is emphasized, while unmatched activity is grayed out, but still visible Navigate through the matched events, skipping unrelated events Rapid filtering can be done quickly by clicking on event data, such as ConnID or ANI Powerful flexibility is provided using SQL queries Use the included pre-built queries or write your own and save for future use Export query results to Microsoft Excel Import data from other systems for analysis (e.g. surveys) Automatic Data Collection Automatically collect and manage TServer and Interaction Logs, and CME data Centralize log files Scrub sensitive data Compress Encrypt Single or multiple sites Over 500,000 agents use technology deployed by Aria Solutions to create meaningful customer engagements and provide great customer experience on voice, email, and social communication channels. With Arias product and services, you get more from your investment in Genesys and Salesforce: increase productivity with a rich agent console; connect your WFM system so business functions work together seamlessly; resolve issues fast with visual support applications. Aria is the #1 Genesys Gold Suite full solution partner. Modernize your operation - Become an engagement center - Improve your customer's experience Aria Solutions Head Office Suite 250, 525-28th St. SE Calgary, AB T2A 6W9 Toll Free: +1 866 550 2742 Ph: +1 403 235 0227 US Corporate Office Suite 250, 825 Market St., Building M Allen, TX 75013 Toll Free: +1 866 550 2742