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 CXone Performance Management, 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 CXone Performance Management at no extra cost.
DEMO
Q: What is the demo URL?
TECHNOLOGY
Q: What do we know about the CXone Performance Management 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 CXone Performance Management?
A: Data is imported into CXone PM within 5 minutes of the contact record becoming available in the inContact data warehouse (this can take 5 to 10 minutes after the contact ends). As a result, current numbers may fluctuate slightly with inContact ACD Reporting.
CXone PM 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. CXone PM 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 CXone Performance Management?
CXone Performance Management will typically store information for a minimum of three years. With a typically integration, inContact 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 CXone Performance Managementimplementations? 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 CXone PM in one of the following formats.
o CSV or Tab Delimited file posted to an SFTP site
o Data push to CXone PM web services
o Web services CXone PM 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.
CXone PM 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 CXone PM, Data is gathered and mapped by the customer (or professional services) to match the CXone PM import data specifications. The data is then sent to the CXone PM SOAP web APIs to import the data into the CXone Performance Management engine.
Integration Setup
The standard integrations have been or are being prebuilt – InContact, 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 CXone PM.
Q: How often is data updated in CXone Performance Management?
A: Per KB the CXone Performance Management refresh rate is 15 minutes.
1. Do we know if it refreshes at the 15 min interval? (12:00, 12:15, etc)
2. Can CXone PM or 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?
NICE inContact records a call in their data download once the call has ended. NICE inContact data 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 at incontact. 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 CXone Performance Management (PM)?
A: CXone Performance Management 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 CXone Gamification? (an add-on to CXone Performance Management)
A. Supervisors and administrators can create compelling games and competitions to motivate agent behavior. CXone 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 CXone PM Coaching?
A: CXone PM 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 CXone Performance Management?
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? |
- 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 CXone Performance Management unlocks for these customers?
A:
Sales
Because CXone Performance Management 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
CXone Performance Management 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 CXone Performance Management address critical business objectives?
A: You need good data to make good decisions. With CXone Performance Management, 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 CXone PM 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.
CXone Performance Management 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 CXone Performance Management?
|
48% increase in average order value.• 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 CXone Performance Management?
A: The ideal business has 100+ named licenses. There are two types of potential customers for the CXone Performance Management: 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 CXone Performance Management?
CXone PERFORMANCE MANAGEMENT'S PLACE WITH OTHER CXone PRODUCTS
Q: How does CXone Performance Management fit with other CXone Products? (dependencies, differences, compatibility)?
A: NICE inContact has a number of products that visualize data. Consider CXone Performance Management if any of these features are
needed by your customer:
Single tool to solve all your contact center data visualization needs.
Ability to configure to needs of different roles within your organization
• Agent
• Supervisor
• Report Creator
• Supervisor with report creating capabilities
• Contact Center Manager
Powerful Visualization
• Many Types of data visualization including
o Gauges
o Rankings
o Column with spark lines and other visualizations
o Tables
o Trend lines
o Histograms
o Interval
Ability to customize
• Explore endless KPI’s with real-time visibility
• External Data from CRM and other data sources through professional services.
Automated Proficiency Routing
Q: How does CXone Performance Management compare to the CXone Standard Reporting Option?
Q: What NICE inContact add-on integrations can be viewed in CXone Performance Management?
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.
NICE inContact CXone PM– Standalone Wallboards (per Configured User) 3465-1227-000-XX - $15
NICE inContact CXone PM– Standalone Wallboards (per Concurrent User) 3465-1228-000-XX - $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 CXone PM 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.