Nice Analyzer info. anyone? 1

[defjon]

Anyone use the CRM tool Nice Analyzer connected through CMS to Definity, with an external IVR.

We are in the process of getting Analyzer but also looking at new IVR's (IBM, Nortel) and are wondering what information shows up. Nice tell us they have another tool for that (surprise!), but if it's reporting on VDN's and agents, etc, something must show up in the cradle-to-grave reporting, etc.

Does anyone have any experience on this?
Thanks in advance

JB

 

[uconn]

Nice Analyzer is a web-based data analysis application that helps contact center management to understand the customer experience from cradle to grave. The Nice Universe or Advantage package will allow management to evaluate recorded calls between the agent and customer. If you decide to purchase one of the recording packages, through nice anaylzer, you can match the cradle to grave reports with the actual recorded call. Therefore, once you open a report, it allow you to drill-down to the recorded conversation of that call. UCID with need to be enabled on your definity. Hopefully this helps..

 

[jhime]

Defjon,

NICE Analyzer uses the External Call History feed from CMS to provide cradle-to-grave reporting for ACD calls on the Avaya Contact Center Software. Therefore, by default, when a call enters an IVR it is no longer considered an ACD call and CMS (and by extension Analyzer) will not provide any reporting data on it.

You mention that you are looking for an IVR solution. If you choose the Avaya IVR platform, the UCID (Universal Call ID) that is generated by the Definity or MultiVantage PBX will be preserved so that Analyzer will know that the call entered the IVR, and if the caller "opts-out" to a live agent, will be able to report on the continuation of the call.

Cheers,

John Hime
Avaya CRM Specialist

 

[defjon]

Many thanks for the feedback - John, that was especially helpful & will greatly help our decision!!

Cheers