Orchestra 6.2 Licenses and Options Explained

Orchestra 6.2 6.2 Licenses Introduction  As fr om Septemb Sept emb er 22, 2017

Revision history Version

Date

Author

Remarks

V1

2015-11-18

Stefan Persson

V5

2015-12-14

Stefan Persson

V6

2016-02-02

Sven-Olof Husmark

Added new text on API Gateway, removed Mobile Framework.

V7

2017-01-16

Martin Hallberg

Updates on Concierge, HW monitoring.

V8

2017-02-21

Johanna Nyth

Renamed the “SMS and Email” module to “Notification”.

V9

2017-03-28

Johanna Nyth

Clarifications regarding the Connectivity License option.

V10

2017-06-27

Per Grapatin

Orchestra 6.2 version created Updated with Audit trail information

V11

2017-09-22

Johanna Nyth

Minor updates

Contents 1.

Introduction .................................................................................................................................................... 3

2.

License model and pricing changes .............................................................................................................. 3

3.

Orchestra 6 licenses explained ..................................................................................................................... 3 3.1. Orchestra Essentials ............................................................................................................................. 3 3.1.1. Journey Manager .............................................................................................................................. 3 3.1.2.  Administration ................................................................................................................................... 4 3.1.3. Journey Insights ................................................................................................................................ 5 3.1.4. Service and Communication ............................................................................................................. 5 3.1.5. Mobile Workforce .............................................................................................................................. 6 3.1.6. Deployment ....................................................................................................................................... 6 3.2. Options .................................................................................................................................................. 6 3.2.1. Distributed Operations ...................................................................................................................... 6 3.2.2. Enterprise Operations ....................................................................................................................... 7 3.2.3. Connectivity....................................................................................................................................... 7 3.2.4. Business Intelligence ........................................................................................................................ 8 3.2.5.  Appointment Management ................................................................................................................ 8 3.2.6. Digital Communication ...................................................................................................................... 9 3.2.7. Mobile Ecosystem ............................................................................................................................. 9 3.3. Orchestra 6 Licenses ........................................................................................................................... 10

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1.

Introduction

Orchestra 6 licenses are ordered via the Qmatic World Marketplace. Note that an Orchestra 6 license key can only be used with an Orchestra 6 installation. The clients moving from earlier version from Orchestra will have to request a license migration which they entitled to under a valid Qmatic Care contract.

2.

License model and pri cing changes

Orchestra has been in the market for several years and we have during the years simplified the licensing model in steps. With the introductio n of Orchestra 6, we have made the model less complicated and ba sed on concurrent users for both the essential package and all options except the distributed operations mode that scale on nodes. This will be e xplained later in this document.

Here is the highlight of the changes in the license and pricing structure with Orchestra 6: ➢ ➢ ➢

➢ ➢

3.

Orchestra ONE as a product has been removed and has been replaced due to Orchestra 6 can be bought on a user level KT Terminals will from Orchestra 6 need a user to be compliant The Structure of the Orchestra 6 license model has been done as simple as possible keeping the key value that the solution provides, it is now calculated on users to scale and nodes/sites for distributed operations. Printer device license has been removed and added to the essential package, an additional feature has been added to the connectivity package to cover for 3rd party printer solutions. Capacity license is gone as a drive for scale in the solution and been replaced with users.

Orchestra 6 lic enses explained

With the Orchestra 6 model, Qmatic will have only one pricing model for Orchestra 6 with an essential package that will cover the basic needs of any installation and be good enough for many clients and on top of the essential package we have options. All o ptions will scale on the number of users in essential package expect for distributed operations that will be done by node.

3.1.

Orchestr a Essentials

This is the foundation for all Orchestra 6 implementations and covers the basic needs that are described in the section below and is delivering in one package per user.

3.1.1.

Jour ney Manager

The Journey Manager contains the advance rule engine for Orchestra 6 and has the following features. Segmentation & Categories Some customers may need assistance in a specific language, others may be VIP customers and some should be routed to a specific service or staff member for other reasons. Using segmentation and categories, Orchestra can make sure that each customer gets exactly the right service based on their individual needs. Rules b ased ro uting The segmentation rules define in what queue to place a customer based on any known fact about him or her such as customer category, gender, selected language or any other parameter. An automated rules-based system is then used to match the needs of your customers to t he specific competencies of your staff. The rules can be the same for all or individual for each staff member and selects what customer to call next. Multi-queue calling Calling customer logic can be as simple as calling the next customer from a single queue based on waiting time. It can also support complex scenarios such as calling c ustomers from multiple queues or pools based on any customer or queue parameter. The rules can include priorities and criteria’s and automatically determines what customer to be called next. Page 3 of 10

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Staff work profil es The calling rules are expressed in work profiles that can be selected by the staff member himself or be assigned by a manager. It is possible to select different work profiles during the course of operation to cater to different queueing situations. Customer transfer The built-in customer routing functionality allows you to transfer a customer in multiple ways based on priority, arrival or waiting times. Staff and counter pools Sometimes customers’ needs to be transferred to another desk or individual staff member to be served. For this purpose, each service point a nd staff member is automatically assigned a poo l to which customers can be routed.  Appoi ntment queues (gi ven t hat yo u have the Ap poi nt ment Managem ent opti on)  Appointment queues are used to manage pre-scheduled appointments in the same system as walk-in customers. Appointments are typically called in the order of their appointment time instead of waiting/arrival time. This allows your staff to easily serve walk-ins during timeslots where there are no appointments or in case of no-shows. Visit statistics The more you know about your customers, the better you can serve them. For each visit, multiple parameters such as customer information, times, durations, services and staff information’s are stored automatically. This information can be analyzed in real-time to allow you to respond quickly. Management information can be accessed using smart business apps and be displayed on screens, tablets or web pages. Service and outcomes Knowing the outcome of each visit is essential to fine-tune the customer experience you provide. What additional services was delivered and what the outcome of the visit was can be defined by your staff members during the visit. Customer feedback can also be automatically recorded and stored together with any other parameter. Multi-service visits Some customers will require multiple services during o ne visit. Each service can be selected b y the customer when arriving or manually added by the staff member during the visit. If the same staff member can’t deliver the requested services, then the customer can be routed to the suitable staff member for each service. Service levels Service levels are KPIs that can be used in order to reduce waiting times for your customers. Service levels define your maximum expected waiting time for each customer to provide the best po ssible customer experience depending on staff availability. The calling rules can use the defined service levels to determine who to call next in order to meet your service level expectations.

3.1.2.

Administration

The Administration part of the Essential package supports the following features User management You can easily administer the users centrally, and define their scope to manage a specific set of functions within centrally. Roles and pr ofiles Users are grouped into roles and profiles based on their function. Each role defines the permissions the user has within the system. Some users can be limited to serve users, others can be administrators and others ca n for example only use the business intelligence functions.

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Remote upgrade Keeping your Orchestra system up to date is easy. You can apply future software updates centrally and distribute them to all your premises over the network using built-in management interfaces. LDAP  Administrators integrate with a Lightweight Directory Access Protocol (LDAP) directory to streamline the user login process and to automate administrative tasks such as creating users and assigning them roles. An LDAP integration allows the Orchestra system to use your existing LDAP servers as the master source of user data.

3.1.3.

Jour ney Insigh ts

The Journey Insights part of the Essential package contains the following features Reports Orchestra stores the statistics from all branches in a central database. This statistical information can then be conveniently analyzed using build-in web tools and reports can be scheduled and sent out to relevant stakeholders Default reports for typical reporting needs are provided as a standard component and it is possible to create new custom reports based on client needs. The reports are available in multiple formats so that they easily can be presented in a browser, attached to an email or exported to other applications. Operations panel The Operations panel module provides branch managers with a web app to monitor and gain insights from the customer and staff situation within the branch. To enable this feature, the client has the right to use the management information connector for the Operations Panel in the Essential package, not to use for any other integration. Customer Feedback This feature provides the possibility to run satisfaction surveys via Expressia or through web interfaces. For feedback units connected to a counter with a user, no extra user license is needed for the feedback unit. In the case of a generic feedback unit at the branch (at the exit for example) a user license will be needed. Note: This does not include the SaaS part of the Customer Feedback solution. Management Information Connector To be used for Operations Panel only. The Management info connector includes the necessary functions to view live CFM information as queue statuses, waiting t imes, which staff is logged in on w hich workstation in other applications. It also enables the necessary functions to interact with the Orchestra system to be able to interact with the customer processes.

3.1.4.

Serv ice and Comm uni cation

The Modules included in the Essential package are displayed below, with this connector the client should be able to do modification to the client interaction with Orchestra essential and display ba sic messages in the branch and alerts to the staff. Workstation & Reception The workstation and Reception modules are web apps that can be used from a web browser to serve customers and add new customers to queues. Entrypoint connector The entrypoint connector allows you to write custom applications to add new customers to queues in addition to the Reception app that is provided out-of-the-box. Servicepoint co nnector The servicepoint connector allows you to write custom applications to serve customers in addition to the Workstation app that is provided out-of-the-box.

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Counter displays The Counter Display option enables the possibility to use browser-based counter displays with Orchestra. Spotlight App Spotlight is the mobile media player app from Qmatic. It is designed to deliver integrated media, graphics and queue status information to customers in a cost-effective way. Notification The Notification module enables the possibility to send queue status updates from Orchestra to customers. The Notification module is available as an Orc hestra module, as well as via S harebox as a supported component under the Qmatic Care program. Surface Editor The Surface Editor enables a no n-developer to easily change t icket design in a WYSIWYG editor. It makes it possible from one central point via a web browser in a WYSIWYG editor to change the design of touch screens, digital signage surfaces and tickets over an entire enterprise organization.

3.1.5.

Mobil e Work for ce

With Orchestra 6, Qmatic launch the f irst step towards a fully mobile workf orce, this first step is included in the Orchestra 6 Essential package. Orchestra Connect App Orchestra Connect is a smart b usiness app from Qmatic for mobile devices. It is used for serving customers and allows for higher customer satisfaction scores by allowing your staff to attend customers on the floor, where they are and on their terms instead of behind a counter. Orchestra Concierge App Orchestra Concierge is a smart business app from Qmatic for tablet mobile devices. It is used for hosts that meet-and-greet customers, in order to check in appointments, connect to service and more.

3.1.6.

Deployment

Orchestra can be deployed in your central datacenter or in the cloud using any existing PaaS provider.

3.2.

Options

 Additional functionality in Orchestra 6 is licensed through options. They scale through amount of users with the exception of distributed operations.

3.2.1.

Distr ibu ted Operation s

The distributed operations give the client security in operation by distribute the operations of orchestra either to several servers in a central or regional mode or to each branch where they operate. The license is calculated on the number of nodes which is amount of Queue Agents running in the solution. When you buy Orchestra 6 Essentials, you get one Queue Agent to use in the central implementation and when you add this option you will get additional licenses. When delivered, you will get a free of charge HUB license for distributed operation. The following features will be given with distributed operations. Distributed operations The distributed operation model allows you to configure all business logic and all the assets centrally while the customer transactions are processed locally within each branch or group of branches. Fault tolerant mode If your central server or database needs planned maintenance or experiences an unexpected outage, your branches will continue to work during the outage.

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Load Balancing The distributed operation model also means that t he workload of processing all c ustomer journeys is distributed within your network, providing redundancy on a local level.

3.2.2.

Enterpri se Operation s

This option is targeted to large enterprise operations with clear quality assurances process and the need to both have several instances of the solution for development, testing and production and/or the need to redundancy in the operation of the production system.

High Availability Support Deploy multiple redundant Orchestra central servers to increase fault tolerance

Multiple deployments for staging Deploy multiple Orchestra central servers to stage development with dev, test and production instances  Aud it tr ail Enable audit trail functionality when installing or upgrading to Orchestra 6.2.

3.2.3.

Connectivity

Make the most of your investment in Orchestra using integrations and extend the system to provide new functionality. Connectors are the connection points where other systems can integrate with Orchestra. Connectors are APIs, exposed as web services. They are used to link Orchestra to CRM systems, Mail & Notifications applications, websites, appointment systems and user and workforce management systems. The connectivity option will provide the full set of connectors and integration point to the client and the value will increase with the amount of integrations done. Still if the client just need one connector that is not included in any other option, the need to buy the connectivity option. Note: The following parts are not included in the Connectivity option (also illustrated by the image below): • Calendar / Scheduling part of Appointment Management •

Context Marketing part of Digital Communication

•

Digital Signage part of Digital Communication

Digital Signage Connector The Digital Signage Connector included the necessary functions to populate 3rd part y Digital Signage systems connected to Orchestra with customer journey information. Mobile Connector The Mobile Connector allows you to integrate customer facing mobile applications through the API Gateway or Mobile Connector. The option provides an API and event mechanism to provide required functionality for those Page 7 of 10

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looking to integrate 3rd p arty mobile applications with the Orchestra p latform where existing mobile apps / mobile frameworks are in place.  API Gatew ay The API Gateway is a middle-ware enabling end users, apps and webpages to connect to Orchestra in a secure and controlled way, limiting the load on Orchestra, even for large number of users. It can also be seen as the front door for all requests from devices and web sites to the Orchestra central server. Removing the need to expose the Central Orchestra server to Internet. The Gateway allows you to integrate mobile applications. The option provides an API and event mechanism to provide required functionality for those looking to integrate 3rd party mobile applications with the Orchestra platform where existing mobile apps / mobile frameworks are in place.  Appoi ntment Connec tor The Appointment connector supports integration of Orchestra with any 3rd party calendar thru a web service  API. Management Information Connector The Management info connector include s the necessary functions to view live CFM information as queue statuses, waiting times, which staff is logged in on which workstation in other ap plications. It also enables t he necessary functions to interact with the Orchestra system to be able to interact with the customer processes. 3rd party ki osk Connector This connector enables support for integrating with non-Qmatic kiosks. Other applications using the connectivity optio ns When you buy the connectivity option and use the above connectors you will get the opportunity to enable identification that support integration with 3rd-party customer identification systems such as identification scanners and sensors. You will also have the possibility to integrate with 3rd-party workforce management systems to support customer forecasting and staff scheduling

3.2.4.

Bus iness Intelli gence

We have with this option decided to consolidate our offering of BI to include both Dashboard and Analysis. Dashboard The Dashboard option enables viewing of customer journey data in dashboards. Each dashboard can be uniquely configured.  Anal ysis The Analysis feature allows you to interactively work with your statistical data by using functions as drill down, break down, sorting, select and deselect items and move items from columns to rows and vice versa.

3.2.5.

Appo int ment Management

This option enable both the functionally of appointment management and calendar functionality in Orchestra 6 and the possibility to integrate to 3rd party solutions. The price will be t he same independent of which way the client decides to go. The value in the customer journey is the same. Having multiple 3rd party integrations, a more cost-efficient way to go is through the connectivity option. Calendar / Scheduling Orchestra’s calendar and appointment scheduling enables organizations to move customers seamlessly from online browsing to an in-person visit with the right associate providing the opportunity to create the personalized journey that differentiates a brand.  Appoi ntment Connec tor The Appointment connector supports integration of Orchestra with any 3rd-party calendar thru a web service  API.

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3.2.6.

Digit al Comm uni cation

This option contains both the functionally that Orchestra 6 provides to manage Digital signage and the integration to 3rd party solutions. The price will be t he same independent of which wa y the client decides to go. The value in the customer jo urney is the same. Having multiple 3rd party integrations, a more cost-efficient way to go is through the connectivity option. Digital Signage With Digital signage, you get the ability to create media playlists and schedule these to be displayed on dedicated areas on media screens presented by Spotlight, Cinematic, Hub Media. or 3rd-party media players. Support for playlists. Context Marketing With Context Marketing, you get the ability to create messages, as well as schedule these against the different services to be displayed on dedicated areas on media screens, touch screens, terminals and tickets. Digital Signage Connector The Digital Signage Connector included the necessary functions to populate 3rd part y Digital Signage systems connected to Orchestra with customer journey information.

3.2.7.

Mobil e Ecosy stem

This option will give the client the r ight to integrate Qmatic solutions to customer facing mobile applications or create new mobile functions for the client. Buying the connectivity option will create the foundation to make this happen technically, but the right to a wider distribution of Orchestra functions on mobile platforms is included in this option.  API Gatew ay The API Gateway is a middle-ware enabling end users, apps and webpages to connect to Orchestra in a secure and controlled way, limiting the load on Orchestra, even for large number of users. It can also be seen as the front door for all requests from devices and web sites to the Orchestra central server. Removing the need to expose the Central Orchestra server to Internet. The Gateway allows you to integrate mobile applications. The option provides an API and event mechanism to provide required functionality for those looking to integrate 3rd p arty mobile applications with the Orchestra p latform where existing mobile apps / mobile frameworks are in place. Mobile Connector The Mobile Connector allows you to integrate customer facing mobile applications through the API Gateway or mobile connector. The option provides a n API and event mechanism to provide required f unctionality for those looking to integrate 3rd p arty mobile applications with the Orchestra p latform where existing mobile apps / mobile frameworks are in place. Mobile Ticket With the Mobile Ticket application, an end-customer can either request a ticket from his mobile device, via a web page/web application, or use a QR Code on his/her physical ticket to determine his/her position in the Queue.

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3.3.

Orchestr a 6 Licenses

 Art ic le

Name

Typ e

Descr ipt io n

10115500 ORCHESTRA ESSENTIAL

BASE

1 license per concurrent user

10115510 ORCHESTRA DISTRIBUTED OPERATIONS

OPTION

1 license per node

10115515 ORCHESTRA ENTERPRISE OPERATIONS

OPTION

1 license per concurrent user

10115516 ORCHESTRA CONNECTIVITY

OPTION

1 license per concurrent user

10115512 ORCHESTRA BUSINESS INTELLIGENCE

OPTION

1 license per concurrent user

10115514

OPTION

1 license per concurrent user

10115511 ORCHESTRA DIGITAL COMMUNICATION

OPTION

1 license per concurrent user

10115513 ORCHESTRA MOBILE ECOSYSTEM

OPTION

1 license per concurrent user

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ORCHESTRA APPOINTMENT MANAGEMENT

Orchestra 6.2 Licenses and options e xplained.docx