Cyara develops automated Screen-Pop delay timing solution
November 28, 2007
The Impact of Screen Pop delayThe benefits of deploying an advanced CTI solution with advanced routing rules to match the right call centre agent with the right customer can be of limited value unless the 'Screen-Pop' occurs before or at the same time the call is transferred to the agent. If the agent answers the call without the critical customer details at hand such as their name, reason for the call and the interaction history the huge investment in expensive Customer Interaction Platforms can be rendered useless impacting not only the customer experience but also increased costs associated with longer call handling times.
Why does Screen Pop delay occur?There are many reasons why the 'Screen-Pop' could be delayed. Often, the customer data has to be retrieved from a database or mainframe system which is remotely located from the contact centre over a shared network infrastructure. Delays usually occur due to the combination of limited network bandwidth, high latency, slow database responses, remotely located components of CTI solution such as the routing engine and inefficiency of the desktop application. On the other hand, the physical headset of the agent is directly connected to the PABX or telephony system which incurs none of the above mentioned overheads. As a result the call is transferred to the agent instantaneously whilst the 'Screen Pop' data associated with call containing important customer information may arrive after a distinct delay leaving the agent to have an uncomfortable dialogue with the customer resulting in a poor customer experience and negatively impacting the company's brand.
The Cyara Screen Pop timing solutionSpurred by customer demand, Cyara Solutions has developed an automated software based solution to accurately monitor, measure and record the 'Screen-Pop' delay. The solution is unique and totally unobtrusive. It doesn't require the Desktop application to be modified in any way nor does it require any security policy modifications in highly secure banking environments. The Cyara Screen Pop timing solution automatically monitors the CTI routing solution and the Agent desktop application to measure the time it takes for 'Screen Pop' to occur on the agent desktop.
Measure delay without requiring customers or agents under loadUnlike manual systems which sometimes requires Agents to be present during the testing with stop watches, the Cyara solution requires no real customers or agents to be present to conduct the testing and validation. Used in conjunction with the Cyara Cruncher module, Cyara is able to place the Call Centre infrastructure under peak load conditions to assess the delay in Screen-Pop without impacting a single customer or agent. No agents are required during the testing as the Cyara solution is able to automatically make the Agent Ready/Not Ready, Login and Logout, Answer and Release the call. No customers are impacted since the Cyara Cruncher module is able to simulate a customer calling in with real calls. The solution is already being deployed at Australia's largest bank.
About Cyara SolutionsCyara Solutions, a Melbourne based software company, is a pioneer of next generation software based testing solutions for IVRs, Speech Self Service Platforms and Contact Centre. Its unique technology enables companies to perform load testing, application testing, quality assurance and validation of its contact centre operations without impacting customer experience whilst using real calls. With Cyara as a partner, companies are always the first to know of any issues with their IVR and Contact Centres. Cyara provides organisations with automated solutions to test their existing IVRs and CTI solutions to help reduce the risk when migrating to a new platform. Our proactive monitoring solution is available as a hosted service or as a premise based solution. Visit www.cyarasolutions.com.
Contact Alok Kulkarni at alok@cyarasolutions.com for more information.
