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Customer Success Story
Straumann USA, LLC Profile
Headquartered in Basel, Switzerland, Straumann is a global leader in implant and restorative dentistry and oral tissue regeneration.
Business Challenge
Straumann needed improved efficiency in reporting and information sharing after the conversion to Cisco UCC Express and improved efficiency of their QA processes.
Solution Overview
VPI's EMPOWER Suite of Applications provided Straumann with unified reporting, recording, and QA!
Significant Benefits
Straumann was able to boost service quality and customer experience, as well as improve employee satisfaction and accountability.
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Straumann Enhances Cisco UCC Express Capabilities and Optimizes Contact Center Performance with VPIís Cisco Reporting and Workforce Optimization Solution

Headquartered in Basel, Switzerland, Straumann is a global leader in implant and restorative dentistry and oral tissue regeneration.†Straumann needed improved efficiency in reporting and information sharing after the conversion to Cisco UCC Express and improved efficiency of their QA processes.†VPI's EMPOWER Suite of Applications provided Straumann with unified reporting, recording, and QA!

“During the whole process of the vendor selection I came to the conclusion that VPI, a Cisco Solution Developer partner, was offering a better solution. When we previewed the various call recording and quality monitoring solutions, VPI was the most modern and the most functional – one thing that really impressed us was the dynamic reporting with drill down functionality, which was so intuitive and easy to customize, particularly compared to the other offerings.”


- Carlo Wise
Straumann USA, LLC

Business Profile

Headquartered in Basel, Switzerland, Straumann is a global leader in implant and restorative dentistry and oral tissue regeneration. In collaboration with leading clinics, research institutes and universities, Straumann researches, develops and manufactures dental implants, instruments, prosthetics and tissue regeneration products for use in tooth replacement and restoration solutions or to prevent tooth loss. Straumann products and services are available in more than 70 countries.

Challenge

As an organization firmly focused on quality, Straumann embarked on a journey of modernization of its communication technologies in 2010.  Worldwide, organizations of all types and sizes are rapidly transitioning away from traditional telephony to VoIP due to the numerous benefits associated with costs and efficiency. After extensive research and deliberation, Straumann elected to upgrade from Siemens digital telephone system to Cisco Unified Contact Center Express (UCCX) – a highly secure, virtual, and sophisticated IP telephony and customer interaction management solution.

The objective was to balance lower costs of the new infrastructure with improved quality of customer service.  This required real-time monitoring of contact center communications, such as the number and hold times for calls in a queue. Carlo Wise who was in charge of this IT project at Straumann, “We needed some way to manage call center volume and meet our internal goals – provide insights into how the contact center is performing, and ideally to also have tools to improve our performance.”  To accomplish this, Wise was searching for an interaction recording and quality monitoring solution that would integrate seamlessly with Straumann’s new VoIP telephony platform. The existing system could not record IP interactions, which meant that a more advanced replacement had to be found.

Solution

Advanced Call Recording and Quality Assurance

“VPI CAPTURE caught our attention among all other solutions available on the market,” explained Wise.  “During the whole process of the vendor selection I came to the conclusion that VPI, a Cisco Solution Developer partner, was offering a better solution. The interface seemed very clean, very simple, and very easy to use, which from a user perspective was one of our foremost requirements. When we previewed the various call recording and quality monitoring solutions, VPI was the most modern and the most functional – one thing that really impressed us was the dynamic reporting with drill down functionality, which was so intuitive and easy to customize, particularly compared to the other offerings.”

Real-time Performance Reporting Maximizes the Value of Cisco Telephony

To effectively monitor contact center communications, Straumann needed to customize their real time and historical metrics and reports, consolidated across multiple teams and sites. This needed to be done via an external reporting application, as Cisco UCCX built-in reports, while extensive, were not structured the way Straumann needed.  The VPI contact center practice team offered a solution to the problem - VPI PERFORMANCE™. 

VPI PERFORMANCE reports are highly customizable for real-time, historical, and trend reporting.  This system delivers vital performance information and highlights where adjustments need to be made on an agent, group, or site basis. Straumann’s managers can now view real-time and historical performance metrics, consolidated across multiple teams, queues, systems and sites. These Web-based reports allow authorized users to drill through the detailed data so that root causes of problems or successes can be quickly identified along with opportunities for improvement. The powerful solution, which off-loads the burden on the UCCX server, collects, processes and presents consolidated telephony, performance, and business metrics in real or near-real time, in the context and format appropriate for each user.

“VPI’s drill down and roll-up functionality is very nice,” said Wise. “We can now present data in a rolled-up matter in a desktop ticker, but if you need to see more granular date for detailed information, you can drill into it right from there.  That was very important for us, from both, real-time reporting and historical reporting sides.”

Flexible Grouping Structure in Reports Resolved

“A flexible grouping structure was a very, very important point for us because of a very unique business need,” continued Wise.  “We have different departments and they all need to be able to communicate with each other.  We needed to set up our teams into separate groups within Cisco UCCX, but then reporting became problematic – we needed to see the status of agents in individual groups, as well as globally. VPI’s tools helped us resolve this challenge – our inter-departmental communication objectives have been met, and we can now report between different teams in as much of a granular manner as we need.”

Empowering Front-line Agents with Real-Time Agent Desktop Tickers

Standards for monitoring contact center operations were very well defined at Straumann, to include a number of custom metrics. “The VPI system came with lots of metrics out of the box, but we have defined our own custom metrics and needed to be able to re-create those,” explained Wise. “VPI allowed us to do that. Having removed this complexity of having to combine data manually, we are now meeting our objectives.”

The timely display of metrics can dramatically improve performance and accountability, enabling agents to self-monitor and self-correct in real time. With VPI PERFORMANCE, there is no limitation on the amount of data collected or how long it is stored so Straumann managers can now do true historical reporting, giving them insight into trending over time. And since most reporting is now performed within VPI PERFORMANCE, the burden is off-loaded from Straumann’s UCCX server.

Straumann TickerExamples of Straumann’s Real-Time Agent Tickers

Examples of Straumann’s Real-Time Agent Tickers

Empowering front line agents is very important to Wise and the Straumann contact center team.  They needed to find a way to present real-time data relevant to each employee, in order to help agents to be proactive and responsive to issues in the contact center. This was resolved with VPI’s desktop tickers - real-time, interactive multi-view, “always on” data displays, providing mission critical contact center information and performance statistics. “Each agent at Straumann has their own ticker now,” explained Wise.  “Each department has their own queue groups. If agents want to see their individual queues, they can click on this metric and drill into it.  We have several different agent tickers, but they are basically structured the same. For example, our customer service agent ticker contains ACD group stats as well as agent stats, such as how many calls they have taken or their average handling time.  Every agent now sees how their contact center department is doing, and they can see how they are doing individually, and how they can adapt their behaviors to changing conditions. For example, they can see the number of customers in a queue and the service level for each queue, which helps them determine how fast they need to wrap-up their current calls.” Straumann uses color coding to drive attention to important conditions, such as service levels.  For example, calls in compliance are shown in green and as their wait in queue time approaches pre-defined thresholds, they turn yellow.  If a call sits in a queue for over 20 or 30 seconds, it will turn red. “That way, agents don’t have to look at the specific amount of time that calls have been in queue – color coding helps them understand the status right away,” clarified Wise. “We offer drill-down capability to agents as well. There is a score card button on their ticker, which takes them to their stats in daily, weekly, and monthly views.” Equipped with this knowledge, Straumann’s agents can self-monitor and self-manage.  And there are never surprises about how well an agent is performing with respect to targets.

Significant Benefits

Supervisors Empowered to Take Action in Real-time

Using VPI tools, Straumann designed a ticker in a consistent manner for all supervisors and managers.  They provide ACD and agent group statistics.  Based on each supervisor’s permissions, the ticker shows data that relates to the group which they are responsible for, simply based on each supervisor’s login.  Supervisors have the same drill-down tools as agents. Since they have group metrics in their tickers, clicking on them will take them to the report that provides more detail on their groups, individual agents, and other items. 

Ticker ReportSupervisors also receive automated alerts when certain thresholds are exceeded, so they can investigate and take action to mitigate the alarm condition in a timely manner. 

Example of Supervisor Real-Time Ticker and Corresponding Report – Launched by Clicking on a Ticker Metric

Wise stressed that supervisors are daily users of VPI reports for both, intra-day monitoring and historical trending. “What we needed was the ability to provide reports to supervisors in the format that they want specifically. I have set up the dashboard with data elements for supervisors- it was very easy in VPI interface to pull the data they wanted to see. They can then easily adapt each report as needed to show data for one or more teams, depending on their responsibilities.   Again, color coding is used to help supervisors see at a glance where they are meeting performance thresholds and where there is a need to train or coach an agent to improve his or her particular metric.” 

Ad-Hoc Reports and Custom Metrics Deliver New Level of Insight and Convenience

Straumann team uses their VPI interface to create dynamic ad-hoc reports.  These tools allow them to select and organize the data in any way they want and run formulas, such as averages, for different teams and supervisors.  The reports can be viewed, saved for future access and exported into archives. Wise is pleased: “Very nice, convenient and powerful.  This customized reporting meets our needs.”

The Contact Center group at Straumann needed to define their own Key Performance Indicators to match their unique needs and conditions.  “VPI gave us the ability to recreate those statistics in their system – it was huge. It kept us from having to wonder – are we performing at the needed level?  There is no second guessing now, no gray area,” said Wise.

Straumann InterfaceExample from Interface with Straumann’s Custom Key Performance Indicators

Automated Quality Assurance Workflow for Improved Efficiency

In addition to the VPI call recording solution, Straumann also implemented VPI’s screen recording and quality assurance agent evaluation solutions. The award-winning applications combine to provide a rich, business-centric set of contact center management software tools that make a significant impact – mitigating risk, streamlining and enhancing quality management and optimizing performance. VPI was selected to evaluate agents and ensure consistently high levels of customer service. The powerful solution enables Straumann’s contact center managers to objectively evaluate agent behaviors, provide timely feedback and support, boost service quality, and cultivate customer experience and loyalty.

Custom RulesCustom rules for automated selection of recordings for evaluation – defined and set up directly by Straumann

 Since the implementation of VPI EMPOWER Suite, Straumann supervisors no longer manually search for the right call recordings to evaluate. “We utilize custom business rules for automated scheduling of calls for quality evaluations” said Wise. “Our rules contain the criteria for calls to be selected.  VPI rules schedule and assign those automatically.  This is very nice.  We can modify our criteria as needed. When the rules run, the system dumps the scheduled evaluations into the appropriate evaluator’s queue in their ‘My VPI’ desktop. As soon as the supervisors log into the VPI system, they see the list of their evaluations and just click on one of those items and it starts the evaluation process, automatically launching the call recording and the rating form. It’s very simple and efficient – it removes a burden from our supervisors.”

Conclusion

VPI EMPOWER was a critical piece in Straumann’s migration to VoIP communications. VPI solutions work harmoniously with the Cisco UCCX platform, integrating seamlessly to form a remarkably effective, efficient solution to the complex and evolving needs of the contact center. “VPI allowed us to overcome the challenge of change – going from one way of doing things to another.  The reporting is so rich within VPI that it is effectively where we do all our reporting now. That’s nice because it gives us one common touch point, one place to go for our reporting needs. It gives us consistency and it also reduces complexity.  Instead of going to different places for different reports, it is now all in one interface. Moving forward, we find there is more and more within VPI EMPOWER that we can utilize to help us run our business even better.”

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