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HP Qfiniti Optimize Desktop analytics and agent guidance module improves customer experience and contact center efficiency

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Contact center performance—both from a customer service and a workforce management perspective—is paramount to the success of your business. When you have the right technology and features in place to consistently deliver the highest level of customer service, the contact center becomes one of your most effective competitive differentiators. As part of the comprehensive HP Qfiniti modular product suite, Optimize provides a critical component for brand differentiation by combining two powerful workforce management capabilities into one integrated module.

Capture agent activity for quality assurance

The HP Qfiniti intelligent modular product suite enables multichannel contact centers to capture user desktop activity and measure and report on user processes through its desktop analytics module. HP Qfiniti’s Optimize module gives contact center managers an essential workforce management tool that captures activity at the individual desktop level to reveal how agents are interacting with their desktop applications. Tools for measuring and reporting on desktop interactions, screens, and functions provide a highly effective means for assessing agent productivity.

• Application usage tracking: HP Qfiniti charting tools clearly illustrate use patterns and peaks by time of day for applications or screens within an application, with drill-down views that include user login/logout and workstation locks.

• Compliance dashboard: Managers can apply compliance templates over the activity usage report to show adherence to goals and objectives in an easy-to-read single-screen view that enables accurate analysis.

• Activity data archive: Agent activity data can be stored in a central repository or in an HP hosted archive for audit trail purposes, compliance reporting, and/or historical analysis.

• Workforce module integration: With highly integrated functionality across modules, you can easily feed user activity data into HP Qfiniti’s Workforce module for back-office forecasting and scheduling or for analysis in third-party data analytics tool kits.

Brochure | HP Qfiniti Optimize

Easy-to-understand reports enable managers to track desktop application usage across the entire workforce.

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Identify workforce performance gaps

The Optimize module’s Workflow and Guidance provides easy-to-understand activity reports that map agent application usage to workflows and tasks, enabling managers to identify any knowledge gaps or training opportunities.

• Workflow analysis: Gather workflow information from across the entire workforce for aggregated reporting, or you can filter it to review by group, team, or region, with available drill down into individual user performance.

• Desktop automation: Rapidly automate tasks and workflows without accessing or modifying the underlying source code in your existing applications, so that manual and repetitive tasks are streamlined and contextual guidance is provided.

• Business process analytics: Monitor individual processes such as order entry or call wrap-up to identify opportunities for automation. Track specific processes that relate to key performance indicators (KPIs) or business metrics such as sales promotion success or average handling time (AHT) in the contact center. Detect and send alerts related to suspicious activity, procedural deviations or compliance violations in front- or back-office processes.

• Process measurement and monitoring: The Optimize Workflow and Guidance module allows quality management managers to establish accurate baselines and benchmarks before implementing process improvements so that the impact of changes can be accurately measured.

Gain better insight into customer behavior

Providing a unique lens into the behavior of your customers: through the process of optimizing agent activities by analyzing workflows and measuring the impact of process improvements, the Optimize module’s advanced desktop analytics can map both agent activity and customer inquiries to specific types of interactions. The result is a clearer picture of customer needs coming into focus, which in turn allows you to discover the kinds of customer behaviors that can be used to differentiate your business.

About HP Autonomy Professional Services

Optimize is one of the highly integrated modules in the HP Qfiniti 10 product suite—the latest and most advanced release of the HP Contact Center Management solution—which includes:

HP Explore: Multichannel analytics

HP Qfiniti ICE: Intelligent recording and data attach

HP Qfiniti Workforce: Agent scheduling and forecasting

HP Qfiniti Optimize: Desktop analytics and real-time agent guidance

HP Qfiniti Observe: Interaction recording for quality and compliance

HP Qfiniti Advise: Agent evaluation and performance analysis

HP Qfiniti Survey: Integrated customer satisfaction surveys

HP Qfiniti Expert: Online coaching and training

Setting a new benchmark for workforce optimization, the HP Qfiniti 10 modules are engineered to operate seamlessly together. They can be deployed as a single, comprehensive product or individually as standalone modules to solve your most urgent contact center management needs.

Brochure | HP Qfiniti Optimize

Key features of the HP Qfiniti 10 product suite include:

• Agent activity recorded at the individual desktop level

• Workflow analysis across the entire workforce or filtered by group, team, or region

• Compliance tracking for adherence to goals and objectives

• Rapid workflow automation without modifying the underlying application source code

• Robust process analytics related to business KPIs and/or contact center benchmarks

• Full integration with HP Qfiniti’s Workforce module for accurate forecasting

About HP Autonomy

HP Autonomy is a global leader in software that processes unstructured human information, including social media, email, video, audio, text, web pages, and more. Using HP Autonomy’s information management and analytics technologies, organizations can extract meaning in real time from data in virtually any format or language, including structured data. A range of purpose-built market offerings help organizations drive greater value through information analytics, unified information access, archiving, eDiscovery, enterprise content management, data protection, and marketing optimization.

Please visit autonomy.com to learn more.

Learn more at

http://www.autonomy.com/products/qfiniti

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© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

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Brochure | HP Qfiniti Optimize