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Visualizer Success Stories by West Corporation and PacifiCorp

At G-Force 2015, Aria Solutions’ product team together with Daniel Vetro, Director of Information Services from West Corporation, and Todd McCall, Voice Systems Engr. 3 from PacifiCorp, discussed how CIMplicity™ Visualizer is helping to streamline operations and improving the customer journey.

THE PANEL DISCUSSION HIGHLIGHTS:

Chris: CIMplicity Visualizer is an analytics tool developed by Aria, and is available now on the Genesys AppFoundry. It actively listens to your interaction events that are transmitted in the Genesys environment, collects the events, and stores them in a flat file storage format and then makes the results visible in our Visualizer application.

Ron: Dan, could you talk about the biggest challenge you face on a day-to-day basis?

Daniel: When you’re a service provider, you have a lot of clients that are trying to get that information and then make sense of it in different formats. A big part of leveraging this tool is the ability to validate when an incident or an issue comes in. It allowed us to get in much faster and validate that it is in fact an issue, along with a visual representation. It takes a lot of the time out of the debate that is spent on identifying if there is really a problem.

Ron: Todd, how about you? What are some challenges that you are faced with at PacifiCorp when running your daily operations?

Todd: We are a single tenant, but we do have two contact centers. Each contact center is on its own routing engine. That creates two sets of log files. And you know, 20 megabytes of log files can be very difficult to work with. What Visualizer brings to the table is the ability to merge log files, so I can merge multiple files together, and now I have a one hour image of the call center, or alternatively, the full day visual representation. For us, it is the segmentation and the size of the log files.

Ron: Daniel, what were some motivations around selecting Visualizer?

Daniel: For us, another big motivation was staff. We had some decent turnover at different periods. You have to teach new hires about logs and documentation. It’s much easier when you have a centralized tool that allows you to do that. We can get teams up to speed much faster, by focusing on the platform and not on the logs.

Daniel: For us, another big motivation was staff. We had some decent turnover at different periods. You have to teach new hires about logs and documentation. It’s much easier when you have a centralized tool that allows you to do that. We can get teams up to speed much faster, by focusing on the platform and not on the logs.

Ron: Chris, what about some other clients we have talked to? I know we’ve had some feedback from some users about identification of patterns and trends. What have you seen in that area?

Chris: The rendering of visual images leads to pattern recognition. We are able to see what successful calls, activities and patterns normally look like. One of our clients noticed a series of very dense calls that have arrived with very short established times through Visualizer. It stood out in Visualizer and did not fit the standard pattern of normal calls. When we looked deeper, we found that the agent was taking the calls and immediately transferring them back into the original queue. This would improve his Total Calls Handled metric and AHT for that day, but the customer was having the experience of being double-queued. This would not have been detected in standard agent reports but stood out quite clearly in Visualizer.

Ron: The visual representation really does help expose what would be virtually impossible to see through log analysis or other traditional forms of research. Todd, could you give an example around how you were leveraging Visualizer, in an effort to improve operations as you have transitioned from Avaya?

Todd: Actually, Visualizer is the first tool in our tool kit. Whenever we get a report from the business about an issue, this is the first place we go to. We had an event where the call center called us and said that they were not getting any more calls. This is incredibly frightening, particularly on Saturday. So, I opened Visualizer and I could immediately see five-six hours of activities. As you scrolled down, you could see this one VDN that was just black with the activity. This is where all calls were landing, and I knew exactly where to start troubleshooting.

Ron: Great! Chris, what are some other things that you have seen when working with other clients around proactively identifying things before an issue is reported?

Chris: If you are looking at IVR ports in Visualizer, the pattern would be standardized – a ringing an event, followed by and established where the port would play treatment or a message. In Visualizer, it would appear as a short yellow, followed by blue. But, simply scrolling over IVR ports and seeing ports that have only a yellow color indicates quickly and clearly that the customer, sent to those ports on, is only experiencing continuous ringing. Visually, this fact jumps out quickly and can be dealt with proactively.

Ron: Would you agree that focus on the facts and data tends to improve communications with customers? And how has Visualizer helped with making that a more collaborative process?

Daniel: From the perspective of a service provider, often the people we deal with, when analyzing issues, are non-technical in background. They are often looking at the problem from a call flow or business perspective. Providing a visual representation makes the conversation a much easier one to have, instead of pointing to lines of text from various log files. Visualizer has helped tremendously with the ability to export metrics and provide screenshots of the actual call activity.

Ron: After the initial kickoff, how long did it take the project to complete and put you in a position of collecting production data?

Daniel: It was very fast. We completed installation in 3 separate environments. The work was completed in 5 business days, which also included some brief on-site Knowledge Transfer. The touch point sessions have been a huge benefit for us. It has allowed the team to familiarize themselves with the application, and be able to bring back real-life scenarios to the sessions. We compare how traditional methods would have solved this issue to what Visualizer can now do in a matter of a few seconds, as opposed to hours.

Todd: It was pretty simple actually. It was very straightforward and easy to understand. It built my confidence in having to administer the system going forward. The actual installation took about an hour and a half, and the overall project took about 3 weeks to actively be collecting production data. A great addition is the post deployment touch-point calls to allow us to use the product and return with questions on functionality and assistance in constructing useful queries.

Ron: Was there any special change or accommodation to work flow or process, as a result of this new Visualizer implementation?

Daniel: We still have people who are used to traditional log analysis methods, but we’re pushing to get customers into the mindset of going to Visualizer as the first step, when dealing with issues. With Visualizer, we find that instead of escalating through the tiers to an engineering level, we’re continuing to push the conversations down to the lowest possible level of support. This has proven to be an unexpected benefit from Visualizer. Previously, items that had to go to more senior and more expensive technicians are now being handled at the lower levels. That’s allowed for more resources to be freed up to work on revenue generating projects.

Todd: Sending someone an email with log text is hard to understand. Our process is now changed to provide Visualizer screenshots. And through those images, our businesses can see and understand exactly the issue at hand. Visual representations from Visualizer speak volumes in seconds, faster than we can even explain the issues verbally.

Ron: What are some of the other best practices seen with other clients?

Chris: Best practice for all our Visualizer clients has been to make Visualizer the first step in the analysis process. Typically, in Genesys environments, the bulk of the time analyzing issues is spent triaging of logs and the gathering of logs from various servers in the environment. As many Genesys users know, logs tend to roll over very quickly in large environments, resulting in calls spanning multiple logs from a single application. Calls that may be transferred across sites now involve multiple TServers applications. Visualizer’s consolidation of all this information gets you to that point quicker. Visualizer cuts out that whole lead time of gathering the information, so users start with the issue… For example, a 5000-seat contact center has reduced resolution times from 4 to 6 hours down to 30 mins to 1 hour. The director of this group has stated that if Visualizer were to go away, they would all quit “en masse”.

Audience: Is there a situation that you can’t track with Visualizer?

Todd: We were trying to track an event with Visualizer, and couldn’t find it there. We then checked our SIP logs, SIP Proxy logs, Tserver logs and couldn’t find it there. It turned out that the call never hit our Genesys platform. If you don’t see it in Visualizer, it didn’t go to the Genesys environment.

Chris: If an interaction has touched the Genesys environment in any way, it will generate an event and that will be captured by Visualizer. Because Visualizer is listening to the data stream directly, it is not dependent on the logs themselves. We’ve found that when the event string becomes too long, logs can potentially truncate the event, thus missing a piece of the overall picture.

FULL BREAKOUT SESSION (37:02 minutes)

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About Chris Theriault

Chris Theriault has over 15 years of experience helping mid-size and large contact centers with systems analysis, design, integration, technical support, architecture and solution engineering. He has been working at Aria Solutions since 2004, passionately focusing on system modernization and efficient operations. At Aria alone, Chris has worked on over 50 customer engagement projects, transforming operations and successfully achieving project goals.

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