Raytheon BBN Technologies

It's one thing to find an interesting group of calls. But then what? How do you translate charts and graphs and lists of calls into actions you can take to improve sales, boost caller satisfaction and reduce costs? Is there a way to get root cause understanding without the pain of piecing together data from disparate systems?

One Click To Understand Your Caller

To make data actionable, the AVOKE® Call Browser gives you the power to drill-down from any chart or graph directly to the actual calls. With one click, you can immediately listen to the calls behind your data.

The AVOKE® Call Browser's unique ability to capture and play back the entire call gives you root cause understanding without extracting data from each system that touches the call. Listening to the caller's entire experience - including their IVR navigation, comments while in queue, and interactions with multiple agents - gives you the complete context of the call:

• What the caller was trying to accomplish
• How the caller is likely to respond to your satisfaction survey
• Why the caller didn't accept your sales offer
• How agents recover self-serve failures (and why can't the IVR do that?)
• Whether the call really needed to be transferred and why

If you offer a survey before the caller hangs-up, the AVOKE® Call Browser will capture and play back that too. No more guessing about what drives your scores. You can filter and sort calls with low survey scores in the Analysis Workbench, and then drill-down, listen and learn root cause.

The complete view of the call is also a complete view of where cost is incurred. The end-to-end view reveals redundant tasks, routine tasks, and unproductive activity that can be engineered out of your call handling processes.

Most other analytics solutions examine only parts of the call - such as time in the IVR or an agent recording - which gives you an incomplete view, or perhaps even a false one. An IVR log trace or an agent recording might look just fine - until you examine it in the context of the entire call.

End-to-End Audio, Call Metadata & Full Text

The AVOKE® Call Browser provides a simple & productive user interface to listen to end-to-end calls. Visual queues & event data eliminates the need to listen to the entire call to find the spot you're interested in. Colors indicate where the caller is interacting with automated systems, waiting in queue, or talking to an agent. Event data lets you jump right to the agent conversation or to a specific prompt.

You can also switch back and forth between a view of the sequence of steps that took place in the call and a view of the full text of the entire call. And, you can enrich the automatically detected event sequence with your own notes.

The AVOKE® Call Browser also makes it easy to share the knowledge you discover with the rest of the organization. Users with the appropriate permissions can download the audio of the call and use it in training materials or design sessions. One click also gives you a URL that you can send to other AVOKE Call Browser users so that they can jump immediately to the call - right to the location where you want them to listen.