BILLING
Q: Will customers be billed for any potential Enterprise Users (like Marketing, HR or people from other departments), that are not part of the contact center, but that need an access to ClearView, to visualize a custom dashboards or wallboards?
A: We handle billing based on the agents data. If there are administrative users that need access to the data, you can simply add them directly from ClearView at no extra cost.
DEMO
Q: What is the demo URL?
A: ClearView (clearviewportal.com)
TECHNOLOGY
Q: What do we know about the ClearView Technology Stack?
A: ASP.NET, Microsoft IIS, and Microsoft SQL Server on the back end. HTML 5.0 (HTML, CSS, AJAX, JQuery/Javascript) on the front-end.
Q: What is the refresh rate for ClearView?
A: Data is imported into ClearView within 5 minutes of the contact record becoming available in the data warehouse (this can take 5 to 10 minutes after the contact ends). As a result, current numbers may fluctuate slightly with ACD Reporting.
ClearView also handles contacts that cross time boundaries (i.e. span multiple hours on an hourly report, or multiple days on a daily report), which can lead to slight differences in the number of contacts or hours when viewed for a specific interval. ClearView can be set up to attribute all the time at the beginning of the contact, the end of the contact, or prorate all time throughout the duration of the contact
Q: Are we storing the data on ClearView?
ClearView will typically store information for a minimum of three years. With a typical integration, call data will be imported for the previous 90 days. Other system integrations will be determined based on data availability.
Q: How do we query the 3rd party apps for ClearView implementations? What is the level of effort to implement and maintain?
A: We can integrate with any system that meets the following requirements:
· The client must have access to the data.
· The client must be able to send the data to ClearView in one of the following formats.
o CSV or Tab Delimited file posted to an SFTP site
o Data push to ClearView web services
o Web services ClearView can call to pull the data
· The data must describe an agent/team or skill/campaign’s performance at a point in time.
· The data must be useful in an aggregated form.
ClearView ultimately consumes all data through a collection of SOAP web APIs. However, this data can come from customer systems in several different formats. Connections can be built to consume most forms of data.
For Data Import into ClearView, Data is gathered and mapped by the customer (or professional services) to match the ClearView import data specifications. The data is then sent to the ClearView SOAP web APIs to import the data into the ClearView engine.
INTEGRATION SETUP
The standard integrations have been or are being prebuilt –Salesforce, Verint WFM, Spice CSM, and ECHO packages will be explored. For any other integration, the customer would need to build something to push the data to ClearView.
Q: How often is data updated in ClearView?
A: Per KB the ClearView refresh rate is 15 minutes.
1. Do we know if it refreshes at the 15 min interval? (12:00, 12:15, etc)
2. Can ClearView have a "different" interval refresh rate than we do? For example, can they have a customer's dashboards set up to auto refresh every 5 minutes even though we don't update until 15 min has passed?
3. Is there any way on "back end" that I can see exactly when those API calls are made for a specific customer?
ClearView records a call in their data download once the call has ended. ClearView is updated about every 5-10 minutes. ClearView imports pull from those data tables consistently every 5 min. We typically tell customers 15-20 based on this. If a call ends and we miss the download by a few seconds, it is updated on the next 5 min interval. The 15-20 allows for those instances but usually it is 15.
If auto refresh is applied to modules, it updates every 2 minutes. The reason for this is because we have multiple imports from different tables. It is not a certain interval (12 – 12:15) it is related to call ending data. It is a constant pull.
PRODUCT OVERVIEW & TARGET AUDIENCE
Q: What is ClearView (PM)?
A: ClearView helps contact centers understand performance and engage, motivate, and reward agents to achieve customer experience goals. It enables contact centers to view operation metrics, key performance indicators (KPIs) and service-level agreement (SLAs) statistics. Agents can view their own personalized performance against KPIs.
Q: What is Gamification? (an add-on to ClearView)
A. Supervisors and administrators can create compelling games and competitions to motivate agent behavior. ClearView Gamification provides a variety of ways agents can compete to win both virtual and real-life prizes. Measuring systems include virtual coins, experience points and badges. Agents get an avatar which can be customized and added to with virtual purchases. With Gamification, companies can keep agents on their toes without overwhelming them – tracking real-time performance and adjusting workloads on the fly.
Q: What is ClearView Coaching?
A: ClearView Coaching simplifies employee development and automatically triggers behavioral change throughout the contact center. It allows coaches to conduct side-by-side training sessions (virtual or in-person) directly from their performance dashboard.
Q: What are the top pain points addressed by ClearView?
A:
Pulling data from more than one system
Spending too much time generating reports - canned reports, Excel Sheets & Pivot Tables, manual exports
Experiencing delayed access to data - reactive supervisors, unmotivated agents, reports a day too late
No process to to engage and reward agents - manual or no gamification
Agents aren't immediately alerted when KPIs begin to fall out of set objectives
Lacking time to coach/mentor agents
High agent turnover and/or low employee engagement
Difficult time getting data to the right people at the right time?
Q: What are the key capabilities of ClearView?
A: Multi-role Dashboards – Agent, Supervisor, Wallboards, Manager, and LOB.
With the multi-role dashboards, you can view operation metrics, key performance indicators and service-level agreement statistics. It helps everybody that plays a role in your customer service or sales operation understand exactly where the team stands, moment by moment, 24/7.
All dashboards are 100% browser based with no required downloads. This means that agents anywhere can operate as part of a global contact center operation and view metrics on a “wallboard” as though they were sitting in a common physical contact center.
Set Objectives for SLAs or others
Dynamic displays and visualizations
Explore endless KPI’s with real-time visibility
Historical trends and correlations with up to the minute view
Sharing and subscriptions - operate with a common version of the truth
Data from external sources
Q: What are the key use cases that ClearView unlocks for these customers?
A:
Sales
Because ClearView can pull data from third party systems (with custom implementation) including the prebuilt Salesforce integration, it can be used by Sales to better understand sales trends in contact center environments. Stats like number of calls made can be mixed with CRM data to provide sales per hour, close ratios, and other metrics that can provide intraday indicators of a day’s sales trajectory. Challenges and rewards can drive agent behavior. Conditional stats can be used to ensure agents abide by other drivers while trying to achieve a goal. For example, most upsells for a given hour with a customer satisfaction of 75% or greater is easy to set up.
SUPPORT
ClearView provides support organizations with a very flexible tool to track the performance of the support organization. Simple indicators like abandon rate, average handle time, and time in queue are dead simple to add and track. More advanced customer experience measurements are equally easy to add such as post-interaction customer service satisfaction surveys, IVR abandon location and counts, and case closure ratios.
Q: How does ClearView address critical business objectives?
A: You need good data to make good decisions. With ClearView, you can view operation metrics, key performance indicators and service-level agreement statistics. It helps everybody that plays a role in your customer service or sales operation understand exactly where the team stands, moment by moment, 24/7.
Users of ClearView find that providing agents with the Dashboard is the most impactful way to see massive improvement in operation. Why? Agent typically don’t have visibility into how their actions are aligning with contact center goals. Contact centers see big gains by simply letting agents see their process and performance along with visibility into expectations.
ClearView lets you see the data you need to discover what’s working well and what needs attention. New data views are easy to setup.
Some benefits from contact centers using ClearView?
▪ 48% increase in average order value.
▪ 61% increase in repeat customer purchase over 3 months
▪ 45% increase in efficiency for agents who used ClearView
▪ 25% decrease in acquisition cost for new customers
Q: What key benefits does ClearView provide for our customer?
A:
• Real time access to critical information for the operation of the contact center
• Dashboards let the entire customer service center stay aligned with the current
state of business – Especially agents
• Holistic visibility from executive to agent level
• Personalized metrics allow employees to understand how their efforts are
contributing to overall customer engagement goals
• Customizable modules allow organizations to create the KPIs that make sense
for their business
• Insight for real-time course correction
• Vibrant wallboards keep every employee attentive to business needs
• Gamification keeps agents engaged and motivated.
Q: Who is the target audience for ClearView?
A: The ideal business has 100+ named licenses. There are two types of potential customers for the ClearView: active need customers and passive need customers.
Active need customers have an analytics problem. They know they need better visibility into their contact center metrics for a variety of purposes including: reporting up to management, understanding agent performance, understanding demand and staffing and a variety of other needs associated with the contact center operations.
Passive need customers have an agent engagement issue. They may realize it but they may not realize that there is a solution at their fingertips that can improve the situation quickly and effectively. The key here is giving information about agent performance to the agents themselves. Simple knowledge of what is being asked and visibility into how the agent is measuring up to that ask can drastically change agent behavior, especially
when it’s in a positive and transparent environment.
Most contact centers have one or both of these issues.
Q: What are their purchasing triggers?
A:
Look for any contact center who wants to drive improvement in operations,
customer and agent satisfaction.
Look for companies who have agent engagement issues.
While companies have many reports available they probably can’t visualize the
data easily and may lack visibility into real time events.
Look for data analysts who are frustrated by the flexibility offered in existing
reporting packages.
Look for contact center managers who want to give real time insight into contact
center operations.
Q: What customers have used ClearView?
Click here to view case studies
Q: What add-on integrations can be viewed in ClearView?
A:
WFM (IEX & WFM Pro)
Occupancy Time
Schedule Time
InAdherence Time
OutAdherence Time
Occupancy %
Adherence %
QM (Engage, Discover, QM Pro)
Form Count/Score/Average
Section Count/Score/Average
Questions
Critical Fails
Answer Count (ACD)
Surveys (Echo, Custom Survey Tool)
Surveys Submitted
Survey Score
CRM (Salesforce, Zendesk, ZOHO, Medalia, Ivinex, Hubspot)
Whatever you do, as long as we have access to the objects, we can report on that data
STANDALONE WALLBOARDS
Q: Can Customers purchase standalone wallboards?
A: Customers will now be able to purchase wallboards as a standalone product, giving them the ability to leverage wallboards in their contact center to engage agents without requiring the entire performance management license.
Q: Why standalone wallboards?
A: This is in response to both customer requests as well as market competition. There are other vendors in the market who offer standalone wallboards, including our direct competition. Selling standalone wallboards will allow you to retain more sales opportunities for those prospects who do not desire a full performance management solution but are looking for wallboard functionality.
Q: What’s the pricing? The price for standalone wallboards is $15 per configured seat, and $21 per concurrent seat.
ClearView– Standalone Wallboards (per Configured User) - $15
ClearView– Standalone Wallboards (per Concurrent User) - $21
Q: Are wallboards still part of the core performance management license?
A: Yes, wallboards are still included as there is no change to what customers receive when they buy the core performance management license. This just adds an additional way to sell wallboards.
Q: What if a current ClearView customer with full PM license wants to switch to standalone wallboards?
A: If you have customers who specifically request to use wallboards, or have told you that they only use the wallboards component of their PM license, you can complete an addendum to remove their existing PM licenses and add the new wallboard licenses. We would like to avoid doing this proactively as the customer will lose access to powerful performance capabilities, and we will lose revenue.