Desktop Automation and Analytics have become hot topics in technology discussions in the contact center marketplace over the last two years. As companies realize the impact that improved agent performance can have on the customer experience, it is critical to understand what this solution is – and what it is not. View this presentation by Donna Fluss – founder of DMG Consulting and industry expert – that covers desktop automation and analytics and how companies are utilizing this technology to drive revenue, agent performance and the customer experience cross–industry.

1. Desktop Automation and Analytics:
Optimizing the Customer Experience
2013 Webinar Series – Time with the Experts

2. Desktop Automation and Analytics: Optimizing the
Customer Experience
What to Expect Today
Introduction
The latest research in desktop automation and
analytics
Q & A
© 2006-2013 by OpenSpan, Inc. All rights reserved.1

3. Meet the Speakers
© 2006-2013 by OpenSpan, Inc. All rights reserved.2
Donna Fluss
Founder & President
DMG Consulting
Anna Convery
EVP, Strategy
OpenSpan

4. Customer-Focused Strategy, Operations & Technology
Desktop Analytics & Automation
September 17, 2013
Donna Fluss, President

5. © 2013 DMG Consulting LLC 4
Top Enterprise Service Trends

6. © 2013 DMG Consulting LLC 5
Employee workflows
Employee guidance
Employee proficiency
Employee productivity
Employee utilization
System performance
Staff
Improve
employee
performance
Improve
employee
compliance &
reduces risk
Identify
system
inefficiencies
& bottlenecks
Provide
employee
guidance &
next-best-action
Consolidate
& streamlines
servicing
systems
STRUCTURED OUTPUT
System
Performance
analytics
Employee activity
tracking & process
analytics
Process
automation
Employee
guidance
Workflow
DESKTOP
ANALYTICS
Automate
manual &
multi-task
activities
Desktop
Applications
What is Desktop Analytics?

7. © 2013 DMG Consulting LLC 6
Screen Recording ≠ DA
Screen Capture Desktop Analytics
Reactive Proactive
Historical Real-time and historical
Records a pre-defined % of interactions Captures 100% of interactions
Records contact center agents’ use of
applications/screens accessed during
customer interactions for QA purposes
Captures and reports on all desktop activity for front- and
back-office employees
Passively records screens accessed during
interactions
Captures and tracks desktop activity and performs other
functions, including screen navigation, data propagation,
data dips and process guidance
Used to assess agent performance
Used to assess the performance of agents, the department
and the supporting applications
Must be reviewed and analyzed by a QA
specialist or analyst
Provides aggregated data and reports that identify trends
Coaching and training needs can be manually
identified from sampled interactions
Real-time prompts and guidance minimize mistakes while
identifying coaching and training opportunities
Uses significant network bandwidth Minimal bandwidth required
No real-time notification of issues Real-time pop-up, alerts and notifications
Data used to enhance QA program
Data is aggregated and used to enhance performance of
front- and back-office operating areas and systems
Dedicated to QA
Output shared with all relevant managers throughout the
company
Records agent processing steps
Identifies the optimal processing path and system
inefficiencies

8. © 2013 DMG Consulting LLC 7
Top DA Use Cases
► Provides transparency into what employees do at their desktops
► Identifies systems, applications, screens and fields used by employees
► Identifies paths/steps employees take to complete a task
► Alerts agents when they miss an essential step in a process
► Identifies next-best action
► Identifies up-sell/cross-sell opportunities
► Identifies poorly designed and inefficient applications, process flows and screens
► Identifies system performance problems that slow down employees
► Tracks system response times
► Identifies broken processes
► Provides tools to create new servicing screens without changing the underlying code
► Automates cut and paste between multiple screens and applications
► Automates the movement of data between employees, groups and systems
► Automates multi-step tasks

9. © 2013 DMG Consulting LLC 8
Desktop Analytics Benefits
DESKTOP ANALYTICS MODULES
BENEFITS
Employee Activity
Tracking & Process
Analytics
System
Performance
Analytics
Employee
Guidance
Process
Automation
Workflow
Reduces employee costs/improves productivity X X X X X
Reduces employee work time X X X X X
Reduces training time & costs X X X X
Reduces system costs X X X X X
Rapidly identifies system issues X
Reduces system development costs X X X
Improves quality X X X X X
Reduces errors X X X
Reduces re-work X X X
Improves the customer experience X X X X X
Improves turnaround time X X X
Provides proactive service X X X
Improves employee satisfaction X X X X
Improves compliance X X X X
Standardizes transaction handling X X
Reduces losses X X X X
Reduces enterprise risk X X
Prevents penalties X X X
Avoids frivolous lawsuits X X X X

10. © 2013 DMG Consulting LLC 9
DA Five-Year Projections, 2013 – 2017

11. © 2013 DMG Consulting LLC 10
Getting Started with DA
1. Assign a project team that includes representatives from business areas that are being
enhanced.
2. Conduct a baseline analysis of the current operating environment in order to be able to
quantify the benefits after the DA solution is implemented.
3. Rethink the business challenges. Do not use DA to just refresh existing systems and
processes.
4. Send team members to training so that they can “own” the process and be positioned to
manage it after the cut-over.
5. Prior to going live, invite input from the employees who are going to be using the
applications on a daily basis.
6. Make the necessary changes while still in the design phase; continue with this process
until the system is approved by all user groups
7. Create a pilot environment and run it in parallel for a 3-month period.
8. Set up a troubleshooting team to ensure that all issues are resolved immediately, and to
keep the pilot on time, on schedule and budget.
9. Re-engineer policies and procedures to take advantage of the system’s new process flow
and capabilities.
10. Update department goals, employee KPIs, training, QA, reward and recognition initiatives,
and annual review forms.
11. Bring up each department sequentially.

12. © 2013 DMG Consulting LLC 11
Thank You!
6 Crestwood Drive, West Orange, NJ 07052
tel 973.325.2954 | cell 973.493.0120 | fax 973.325.2071 | donna.fluss@dmgconsult.com

13. Leading U.S. Wireless Carrier
• Real-time guidance = Increased sales
• 360 Customer View = Happier Customers
• Happier Agents = Better Customer Experience
 Long hold times
 Desktop complexity
 Lack of customer data
Work
Processes
Automated22 60% Decrease
in AHT=

14. Large Insurer
Months
to Deploy4 15Percent Faster
System Response
System Response Delays =
Increased AHT
Process Complexity:
Errors & Compliance Risk
OpenSpan Desktop Analytics
 Identified system bottlenecks
 Revealed compliance gaps
 Pinpointed automation needs

15. Large Financial Services
6-Month ROI
Agile Agent Desktop: 14,000 Agents
Results:
• Agile agent desktop + automations deployed within 90days
• Decreased training times
• Increased cross-sell by 20 percent

16. Time with the Experts – Future Episodes
© 2006-2013 by OpenSpan, Inc. All rights reserved.15
DATE EPISODE TOPIC
October 17
The Customer Experience Imperative: A Contact Center Leader’s
Boot Camp for Surviving in the New Economy
November 14
Driving More Profitable Customer Relationships in the Insurance
Industry
www.openspan.com/2013webinars

17. © 2006-2013 by OpenSpan, Inc. All rights reserved.16
Q & A

18. If you would like more information, feel free to send us an
email or give us a call.
info@openspan.com
US/Canada: +1 (678) 527-5400, (877) 733-1136
UK: +44 (0) 207 043 3573
India: +91 80 40300 780
www.openspan.com
Thank You for Participating!
© 2006-2013 by OpenSpan, Inc. All rights reserved.17
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