Call Recording Made Easy

1. Call Recording Made Easy Presented by Barbara Courneya National Director of Contact Center Technology Avaya Certified Contact Center Expert 800-431-1333, Ext. 6253 or 651-393-6253 bcourneya@nacr.com

2. NACR Quick Facts • Founded in 1993 by current CEO, privately held, entrepreneurial • Nationwide coverage • More than 400 employees and growing • $10 million in new and refurbished inventory • Avaya’s largest Diamond and Platinum certified dealer • Numerous Awards • Avaya Three-Star Service Provider, 7-time Avaya Business Partner of the Year • Business Partner of the Year by both Plantronics 2005-2007 • Business Partner of the Year Eaton Powerware and Meru 2008 • First-ever Avaya Leadership Pillar Award Winner, 2004 • Consistently highest marks on Avaya’s yearly Customer Satisfaction Survey • Dedicated Contact Center, Unified Messaging & VoIP Specialists • Partner solutions to support the contact center: Nice, Verint, CallCopy, VPI, Conexus, CSI, Nexidia, Symon, Amcom, Monet, DDV, SimpliCTI, and more • Highly skilled team of Microsoft, Cisco, Extreme Networks, Juniper and Avaya certified service engineers • Dedicated team of specialists with ACE-IP, CCNA, CCDA, MCSA certifications • Design, implementation, & support professionals with extensive experience • Project Management Professional (PMP) certified team • Performance Readiness Center to fully test applications before shipping www.nacr.com

3. Call Recording Legal Considerations • Total Recording or Record on Demand to Comply with FTC Telemarketing Sales Rule requiring verification of purchase • Rule Stipulations • “without the customer’s or donor’s express verifiable authorization”…”express oral authorization which is audio-recorded and made available…” • “make and maintain an audio recording of the entire telemarketing transaction…” • State by State Call Recording Regulations • One-Party vs. All-Party Notification • List of state requirements provided on web links • http://archive.aclu.org/issues/cyber/phonelaw.html • Federal law makes it illegal to record both wireless and cell phone conversations outside of one party consent • Wireless and Cell Phone Scanners illegal to sell or have in possession • Damage Claim Deterrent • Knowledge that recording exists often settles dispute • He Said / She Said

4. Payment Card Security Industry Data Standard • PCI Standard created by major credit card companies • 12 broad security controls • Hefty fines • Prohibits retailers from storing card data • Effective August 1, 2007 Minnesota became first state to turn a core requirement of PCI into law • Companies suffering data breaches, have to reimburse banks and credit unions for the costs of blocking and reissuing cards • They could also be subject to lawsuits filed by affected individuals • Applies to all companies that process > 20K card transactions annually • Passed by House in Texas in 2007 but failed in Senate • Media Encryption with call recording allows companies to comply with the PCI publications by encrypting all audio and screen recording for mass storage. • According to VeriSign, 79% of failed assessments did not meet the requirement to protect stored data.

5. Why Record? - The Business Needs • Compliance: Industry Regulations ( FCC, HIPAA, OCC, FTC ) • Not all storage media choices are acceptable in a court of law • Not all recording methods can assure 100% capture • “Cradle to Grave” tracking or “Proof of Sale” requirements • Risk Management & Dispute Resolution • Financial Services “was that trade $15,000 or $50,000” • Insurance “I was quoted $38/month for this policy” • Healthcare “You said this procedure was covered”.. • Hospitality industry “I was promised an upgrade..” • Utility “I called 3 times about the downed power line” • Quality Management • Agent performance monitoring • Identify training needs • Fine-tune call handling procedures • Business Performance Management • Achieve business objectives • Business intelligence • Identify root causes “Ultimately, the value of technology is judged by how well it facilitates relationships” New Rules for the New Economy, Kevin Kelly

6. Call Recording Benefits Improve Customer Service Ensure Quality Standards Identify Training Needs Measure Performance Sales Verification Evaluate Customer Satisfaction Liability Protection Threat Tracking Capture Testimonials Meet Regulations Share Information Identify Customer Expectations Productivity Improvement Resolve Disputes 81% of Call Centers use Call Recording Non-Call Center Environments Are Increasing Usage

7. The Importance of Quality Monitoring You can't manage or improve what you don’t hear!! What can be learned beyond the statistics? • Customer handling skills • Intonation • Sales ability and techniques • Product knowledge • Technical knowledge • Escalation procedures • Adherence to policies In the Prosci study, over 75% of participants indicated that they monitor their agents less than 10 times per month, with most of them monitoring agents only one or two times per month. Source: Call Center Learning Center: Call Center Best Practices Report

8. What Agents Have to Say About Quality Monitoring… • “…just like a personal trainer, it really keeps you on top of your job.” • “My calls sound more professional because I am able to go back and review a call I have taken to see how I can improve my next call.” • “It has allowed me focus on my tone to make sure that it's much more professional than it had been before.” • “…makes me more conscious of my productivity.” • “I enjoy going back and reviewing my mistakes and doing this helps me correct myself and improve as an individual.” • “…enabled me to concentrate on specific weaknesses, or allowed me to fine tune my strengths.”

9. The Value of Quality Recording Financial Services “Cut new hire agent turnover from 30% to 2% to see an immediate return on investment in training.” -- Chase Mellon Bank Cross-Industry “Customer satisfaction rate rose by8%-- Mitsubishi Quality Recording Utilities “Overall quality scores have risen from 88% to 95%.” Texas Utilities Telecom “First contact resolution Improved from 73% to 90%.” – Intertwine Insurance “Policies sold to quotes given, has gone up 16% from 24.3% to 40.2% in only six months.”-- Canadian Direct Insurance Technology “Our CEM system has increased our supervisors’ productivity by 30%” – Compaq Outsourcing “The system paid for itself within the first 6 months, and we anticipate an ongoing ROI of $240,000per year.” – Software Spectrum

10. Call Recording Application Choices Total Recording (aka Full-Time, 100%, Bulk Recording) • All Calls Recorded – system built for full-time recording • Used for Compliance and Risk Management Selective Recording (aka Business-Driven Recording) • System built to record a subset of calls (e.g. calls from certain 800#s) • Can be used for partial Total Recording - recording certain all calls but triggered from the CTI events Record-on-Demand (ROD) • Provides the user with the capability of user controlled recording • Three types of ROD: • Agent Initiated • Supervisor Initiated • Event-Driven ROD (e.g. access field on associated screen capture) Quality Management (aka Quality Monitoring, Random Recording) • Monitor and improve agent performance in call centers • Random Sampling of Calls • Sometimes also utilize Live (“Real Time”) Monitoring through call recording I/F Insight Recording (also called Precision Monitoring) • System built for Business Intelligence • Striving to record all calls for analytical and discovery purposes

11. Call Recording Connection Methods • Desktop Connection between telephone and PC • Physical Station or Trunk tap • Most reliable interface often recommended for legal recording • Makes moves, adds and changes more difficult • Analog ports or T1 physical connection • Service Observing • Avaya Single Step Conferencing • Passive VoIP Sniffing and other VoIP interface options • Does not support dual connect home agent • Encrypted IP phones may not be able to be recorded • Avaya Device Media Call Control (DMCC/CMAPI) VoIP • Supports multi-site call recording from centralized system • Does not support speaker separation for speech analytics "The Quality Management recording market is the fastest growing contact center segment, despite the maturity and commoditization of the traditional functional component. The overall market increased by an amazing 106% between 2005 and 2006. The contact center component of the workforce optimization market increased by a very significant 44.7%" Donna Fluss, President, DMG Consulting

12. What is Computer Telephony Integration? • The integration of telephony and computer resources at the application level for decision making & coordinated presentation to the user • Screen pop • Coordinated voice and data transfer • Intelligent Call Routing • Append information elements to record/survey • Agent login id • Customer Automatic Number Identification • Database information • Multimedia interactions ? ? ? ? ? ? ? ? ? ? ? ?

13. Desktop Connection • Desktop PC captures call recordings for local or file server storage. • Hardware device or modem used to connect voice conversation to the desktop PC.

14. Sample Desktop Solution from CSI Record Now • $250-$400 per workstation depending on requirements • Legal recording disclaimer, beep tone, etc. extra cost • Buy 5, Get 1 Free for AIRS conference attendees • Customer installable • Uses local PC or network file server as recording medium • Minimum PC requirements • Microsoft Windows 95 and up • 133 MHz Processor • 16 MB RAM • 10 MB Available Hard Disk Space • Standard .WAV files can be played with any “freeware” .WAV player • Record on demand • Local or remote (if ACD supports) by supervisor using service observing • Agents can capture critical calls • “Bulk” recording can be activated when PC is booted • Voice activated recording • Information elements can be added for easier search

15. Recording Traditional (TDM) Telephony • Three methods of TDM recording – • Trunk • Extension or Station Side • Service Observe or 1 step conferencing

16. Trunk Side Recording • Recorder passively connected to TDM trunks • Recorder channels are dedicated to specific trunks (1-to-1 relationship)

17. Extension side recording (TDM) • Passive tap into the line that connects the switch to the telephone punch-down block • A cable is installed so that each extension connects directly to a recording channel (“port”) in the recorder (1-to-1 relationship)

18. Recording with Service Observe or 1 Step Conferencing • Recorder connects directly to the switch typically using DS-1 boards • Simulating Service Observation or Single Step Conference Via CTI

19. VoIP Recording (Port Mirroring / Passive “Sniffing” or “Spanning”) • Recording based on network switch port mirroring • The network switch can be configured to port mirror IP phones, entire voice VLAN’s or gateways

20. Duplicate Media Streaming • Alternative VoIP call recording with Cisco ICM and Nortel • Cisco ICM • Supports Application Invoked Recording or Automatic Recording • Requires Computer Telephony Integration • If remote site goes into survivable mode, call recording is lost • Nortel Symposium Audio Delivery • Transmits a duplicate Real-Time Playback (RTP) stream from the agent’s extension directly to the ULTRA VoIP Acquisition Module • This feature is supported in station- side tapping environments only. • Requires Meridian Link Server computer telephony integration

21. Avaya VoIP Recording via Device Media Call Control (DMCC aka CMAPI) • DMCC interface emulates bank of IP softphones • These IP phones can observe any other phones (IP or TDM) for recording • Reliable way to record IP phones

22. Call Recording Storage Methods • Digital Audio Tape (DAT) • DAT has the ability to record at higher, equal or lower sampling rates than a CD (48, 44.1 or 32 kHzsampling rate respectively) at 16 bitsquantization. • Must load archived tapes for access to call recording • DVD • Approximately 7 GB per DVD • Must load archived DVD for access to call recording • Direct Hard Disk • Avaya DMCC G.729 approximately 6 Meg per hour of recordings • Cisco IP approximately 12-13 Meg per hour • Requirements vary by compression algorithm used by various call recording vendors • Standard compression uses 1GB for approximately 180 hours of call recordings

23. Centralized Storage • Business driven, automated archiving – Eliminates manual and time consuming tape management by automating archiving and retention of interactions, based on user-defined business driven rules for archiving: what, when, where and how to archive • Selective retention – Automatic rules-based deletion of interactions based on any CTI criteria and/or age of recording. • Multi-site and multi-system support – Supports multiple capturing systems and multiple sites for centralized data and archiving management. • Scheduled data transfer – Scheduling engine for off hours processing minimizes impact on the network during peak hours. • Mass storage support – Support for virtually any kind of storage device and any topology (e.g. NAS, SAN, CAS, etc). Integrates with leading storage vendors, such as EMC (including Centera), IBM (including Tivoli Storage Manager), Network Appliance and more. Supports multiple capturing units of different types. • Full redundancy available from most call recording providers who support centralized storage for both the archiving and retrieval operation. • End-user transparency and fast retrieval – Automatically retrieves archived interactions upon request without the need for human intervention and with full user transparency. When searching for and playing back a call, the actual location of the recording is transparent to the user. • Advanced compression and file export options – Interactions can be captured and stored using industry standard compression (G729, G723) to minimize network bandwidth impact and storage requirements. In addition, files can be exported to standard *.WAV format. • Compliance - Meets regulatory requirements for disaster recovery, business continuity planning (BCP) and data retention.

24. Screen Capture Completes the Picture • Navigation Skills • Data Entry • System Knowledge • Process Problems • Accuracy of Information • Multimedia Contacts Web Chat Emails Faxes • Screen Capture Contact Recording Modes • Total – requires more storage than voice calls • Events Recording – Every time the defined events occur on the screen, recording is initiated • Schedule-Bound Recording – Only a percentage of the interactions are recorded based on schedules • Interactions are labeled and stored in the recording system to be played back, evaluated, archived, etc. • Provides effective solution for monitoring performance of off-phone agents

25. Multichannel CC Prevalence • More than four in five centers (83.9%) handle customer email transactions. Only 43.7% of them have an email response management system in place to enhance email routing, tracking and reporting. • Just over half (55.4%) of centers support a Web self-service application, with the most common features of these apps being FAQs, customer access to personal accounts, help options, and a knowledge based search engine.  • Web chat in contact centers appears to have reached a plateau -- 15% of centers surveyed this year currently handle chat transactions, compared to 15.6% in the 2005 ICMI study. • Web callback transactions also show little growth -- with just 9.3% of centers handling such contacts (down slightly from 10.9% in 2005). However, more centers today (58.4% vs. 50%) have their chat agents use Web collaboration tools during sessions with customers. • Click-to-talk Web calls remain rare in contact centers: only 6% of centers surveyed currently handle such contacts (up slightly from 4.3% in 2005). • Only 29.4% of respondents reported having a multichannel contact management system in place in their center. Source:ICMI 2007 Survey

26. The Ultimate AnyMedia Contact Center MIS EMAIL, FAX, Voice Mail Messages Universal Agent Rules BasedPriority Processing Skill Skill Skill Skill Video & Data H.320, H.323 H.324 Switched or Packet TextWeb Cell IM Video Email FAX Voice Mail Live In/Out Call Web Audio Priority Priority Priority Priority In/Out Calls CommonService Queue Common Reporting Vehicle Circuit Switched Voice “When it comes to customer contact, it’s all about being accessible and giving customers choices.” Incoming Calls Management Institute

27. Who Are the Players in Call Recording? Quality Management and Liability Recording Vendors Reviewed

28. cc: Discover cc: Discover The CallCopy Suite

29. Base Features Full-time recording Selective recording Live monitoring Voice and data recording VoIP and TDM recording Browser-based playback Permission-based access QA Evaluation forms E-mail integration Enhanced Features Random recording Rules-based call selection Search by customer data Graphical displays Comprehensive reporting Flags and comments Remote playback Speech analytics E-Learning Customer surveys OnviCord Call RecordingComplete & Comprehensive Platform

30. “Best Kept Secret” Low Cost Alternative - CSI Virtual Observer • Supports Multi-Site Environments • Rules Based Screen Capture • Integrated Evaluation • Employee Performance Reporting • E-Learning/Content Delivery • VO Live – Live Panel, Live Desktop, Live Chat • Robust Custom Report Writer • Playback via Supervisor PC • Quality Monitoring without Computer Telephony Integration • Simple to Implement • IT and Telecom Friendly • Free software updates AND major product upgrades throughout ownership as long as on maintenance!

31. Workforce Optimization • “…a software bundle consisting of agent-directed applications that help them work better.”Customer Management Insight • “…the convergence of the four foundation contact center applications: workforce management, quality monitoring, e-learning and performance management.”Customer Management Insight • “Workforce optimization as a call center strategy means that agents are seen as an important part of the greater enterprise. They are a group of employees that need to be treated with care, properly trained, coached and managed because they are the people who interact with customers.”Customer Management Insight • “…predicts that 30 percent of large enterprises will start adopting an integrated WFO strategy by the end of 2009…expects small-to-midsize businesses to catch on faster, largely because the value proposition is more attractive.” Gartner Group • “…help contact center managers achieve their four primary goals: improving productivity and reducing operating expenses; decreasing customer attrition; increasing revenue; and providing an outstanding customer experience.”DMG Consulting

32. Speech Analytics & More Automatic Transcription Word Spotting Emotion Detection System Rules Screen Triggers Quality Monitoring Shorter, more specific evaluation forms targeted to the area of concern Enables a greater sample size for evaluation Call Recording Expands Business Intelligence Using Workforce Optimization technology to target a specific area of business to gain insight on behavior, industry trends, and overall business opportunities • eLearning and Coaching Modules • Delivered to the associates desktop in a dynamic manner: • Flat Files, Clips • Voice/Screen synchronized • As part of agent’s WFM schedule • Workforce Management • Forecasting • Agent Scheduling • Real Time Adherence • Feedback • Customer feedback on a specific interaction to ensure alignment “…newer applications, speech analytics, performance management, surveying and coaching, and the rapid adoption of IP-based recording account for a significant portion of contact center revenue growth.” DMG Consulting

33. Workforce Management Benefits • Increase management effectiveness by automating forecasting, agent scheduling and productivity reporting • Fine tune operations as needed by getting a near real-time pulse of contact center activity • Increase forecasting accuracy by factoring in a variety of methods and historical patterns • Improve customer service and maximize the overall efficiency of your center by creating schedules that incorporate each agent’s unique skills and proficiencies while meeting service level goals • Reduce workload and increase agent satisfaction by including agent preferences, letting them swap shifts and request time off online • Reduce staffing costs for centers while improving customer service and employee morale • Use real time adherence tools to verify that agents work their assigned schedules • “What If” Scenarios allow for rapid modifications to address changing needs

34. Sample Agent Dashboard • Quality • Productivity • My Coaching • My Latest Evaluations • Quality this month vs. prior • Productivity this month vs. prior

35. Sample Agent Coaching Package

36. Positive Reinforcement & Coaching Tips By having both positive comments and helpful coaching tips the agent receives specific positive reinforcement & improvement opportunities, and the coach has well-phrased coaching tips Add a clip of the actual call; and, the agent can self-evaluate.

37. “Staff planning shows us where adding people makes sense, and more importantly where it doesn’t. We’re handling more calls, with less staff, and at lower costs than ever before.” “Before we installed WFM, we handled about 30 percent of our calls in 30 seconds. Now, we're fielding about 80 percent of our calls within the same time frame.” WFM Customer Results “…has given us the ability to accurately forecast our business requirements, which in turn has helped us achieve accuracy and flexibility in scheduling. Our improved efficiency has enabled us to control headcount growth while maintaining strong service levels.” As a result, the company has saved more than $500,000 annually. “Improved forecasting and scheduling allowed us to reduce agent occupancy, resulting in a 40% decrease in turnover.” “Skill scheduling allowed us to improve our service level from 56% within 45 seconds to over 80% within 20 seconds, while reducing costs 35% at the same time.”

38. “We experienced 4-6% improvement in our servicelevels, without increasing the number of agents.” “Not only are we doing a better job, but we aredoing it in 40-50% less time.” “Our contact centers are exceeding service levels,and abandoned calls have decreased 43%.” “We are better able to schedule for peak demand and actually reduced our plans for hiring 5-10 new agents.” Workforce Management Customer Results

39. First Contact Resolution • “One in three respondents to a survey by Dimension Data ranked improvements in first-call resolution (FCR) as the first, second or third most important factor in impacting customer satisfaction if it improves.” Dimension Data • “…an organization’s bottom line is directly affected by reduced contact volumes resulting from higher First Contact Resolution rates.” Merced Systems • “CSRs are the interface to handle customer issues and if you do not properly train, empower and equip them to handle customer issues and be a listening post when back-office processes and procedures fail, the impact can be tremendous.”First Call Resolution—It’s Impact and Measurement, www.metrics.net • “A key differentiator between Best-in-Class and other firms is the empowerment that Best-in-Class give to CSRs (customer service representatives) not only to solve problems but also to sell products and services to address customer needs.”The Aberdeen Group • “A study by Portland Research Group found that the average consumer must call a company 2.3 times before having their issues resolved, and that future purchase intent drops from 76% to 55% with the second contact.”destinationCRM.com • “FCR is the foremost KPI in evaluating a contact center's overall operating performance.” Yankee Group, 2008

40. Measuring First Contact Resolution Customer Satisfaction Surveys 29% Call Statistics Calculation 38% Call Quality Monitoring 10% Agent Call Log/Tick Sheet 23% Source: Ascent Group Customer Survey, 2008

41. Customer Perceptions Matter Most • 362 companies surveyed • Asked, how many thought they delivered a ‘superior experience’ to their customers? Response 80% said yes • Their customers were asked how many of the companies actually delivered a ‘superior experience’? Response only ____ did! 8% Most AIRS centers report highsatisfactionratings but was it really a “superior experience”? How can it be improved? Ask your customers!

42. Survey Type Characteristics Automated IVR Telephone Mail Average Time Between Service Experience and Evaluation 50 seconds 30 hours 5 days Average Response Rate 60 percent 40 percent 20 percent Data Entry Errors Minimal Medium High Survey Cycle Time 31 days 37 days 54 days 3-Minute Survey (Numeric Data Only) $0.90 $12.00 $5.00 1-Minute Survey (Numeric Data With Open-Ended Question) $2.00 $14.00 $7.50 World-Class Contact Centers Monitor Quality by Measuring Customer “Delight” Each week contact at least 5 customers and ask: • What do you love about our service? • What do you hate about our service? • If you provided the service, what would you change? Consider average response rate and cost when choosing a survey. According to a 2007 ICMI survey on performance metrics conducted by ICMI, one in three centers today (29.3%) do not ask the customer for feedback.

43. Integrated Feedback Surveys • The ultimate calibration tool • Ties survey results to recorded call and quality evaluations • Customer automatically delivered to survey following call • Immediate response captured with agent ID

44. Finding the Calls You Really Need to Hear High emotion level on the customer’s side of the call Mention of words that indicate dissatisfaction Agent puts customer on hold - probably for consultation Agent accesses certain areas of knowledge database Search for repetitive words or phrases The customer gives a low service satisfaction score

45. DMG Identified Benefits of Speech Analytics • Reduced Operating Expenses • Improved Quality • Enhanced Customer Experience • Increased Revenue • Reduced Corporate Liability • “Perhaps even more compelling, organizations can identify and document the impact of sales and marketing initiatives and operational issues (such as a billing problem) on the contact center and other functional organizations.” DMG Consulting “The payback period from successfully implemented speech analytics applications is approximately 9 to 12 months.” DMG Consulting

46. Actual Sample CustomerROI with Analytics Improvement Precision Monitoring Automated Random QM Metrics • Agent Productivity • Customer Satisfaction/Loyalty • Quality Scores • Agent Turnover • First Contact Resolution • Sales Conversion • Reduced Training Time • Reduced Call Volume • Improve Systems/Self-Service • Reduced Risk / Liability 3-10% 5-12% 5-15% 2-4% 1-7% 8-15% 5-10% 8-20% 10-23% 7-20% 5-8% 6-20% 10-25% 10-20% 1-5% 1-7% .5-5%

47. Gartner’s Contact Center WFO Magic Quadrant As defined by Gartner, “Leaders in the WFO market provide functionally broad and deep WFO software portfolios that can be deployed and supported globally. They are suitable for all sizes and complexities of enterprises and have broad industry coverage. Revenue is strong, and new references are readily available.” • Evaluation criteria: • Market understanding • Product/service • Offering (product) • strategy • Customer experience • Innovation • Overall viability • Business model • Sales execution/pricing • Marketing strategy • Marketing execution • Sales strategy • Operations • Vertical industry strategy • Market responsiveness/ • track record • Geographic strategy Source: Gartner, “Magic Quadrant for Contact Center Workforce Optimization,” Jim Davies, Sept. 26, 2008

48. Who Are the WFO Players? Nice Recognized as WFO Leader in Gartner’s Magic Quadrant • According to Gartner, NICE leads the market with the best comprehensive solution for: • Recording • Quality Management • Workforce Management • Interaction Analytics • Performance Management • Coaching • Customer Feedback Source: Gartner Magic Quadrant for Contact Center Workforce OptimizationSept. 26, 2008

49. Nice Express offers lower cost version for smaller contact centers.

50. Nice/IEX TotalView WFM Solution A comprehensive solution for managing contact center performance