tsw2012--hidden in plain sight: the real conversation

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CONFIDENTIAL

HIDDEN IN PLAIN SIGHT:

UNCOVER THE REAL

CONVERSATION

David Lowy | VP, Product Management

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CONFIDENTIAL

WHY?

We’re bridging the gap in basic interaction center

reporting and analytics by leveraging structured data and unstructured text.

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CONFIDENTIAL

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CONFIDENTIAL

STRUCTURED

DATA SOURCES

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CONFIDENTIAL

OPERATIONAL

DATA

• AHT / FCR /

Concurrency

• Sales Conversion

• Disposition Codes

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CUSTOMER

SATISFACTION

DATA

• Survey Results

• Net Promoter Score

• Others

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PRODUCT /

SERVICES

SALES DATA

• Web Sales

• Live Interaction

Sales

• Post Interaction

Sales

• Revenue / Uplift

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CONFIDENTIAL

THE POWER OF

COMBINED

ANALYTICS

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CONFIDENTIAL

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CONFIDENTIAL

CONTEXTUAL AWARENESS TEXT

ANALYTICS DRIVES INSIGHT

• How long do chat sessions take when the customer was talking about _______?

• How many emails does it take to resolve when the customer references _______?

• What are the key words customers mentions about _______?

• What is the customer sentiment change over a longer session?

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CONFIDENTIAL

MODEL CUSTOMER

BEHAVIOR AND FLOW

• From web experience (self-service) to live

assistance

• Model intent versus actions

• Model proactive offers based on live interactions

• Dispositions and notes versus actual

conversation

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CONFIDENTIAL

CONSUMERS

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CONFIDENTIAL

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INTERACTION

CENTER

MANAGEMENT

• Cost reductions due to

deeper insights on

FCR, AHT, etc.

• Additional Agent

Training and Scoring

Analysis

• Self-service escalation

analysis

• Proactive Service Offer

models

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CONFIDENTIAL

PRODUCT

MANAGEMENT

• Deeper analysis

interaction root

cause

• Customer query

trends

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CONFIDENTIAL

WEB SALES

MANAGEMENT

• Self-service

escalation analysis

• Proactive Sales

Offer models

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MEGA

TRENDS

• Demand indicators

• Supply / inventory

management