succeeding with customer interaction analytics

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Succeeding with Customer Interaction Analytics Driving True Business Value Paul Beyer Global Vice President, Analytics April 2014 CCMG © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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Page 1: Succeeding with Customer Interaction Analytics

Succeeding with Customer Interaction Analytics Driving True Business Value

Paul Beyer – Global Vice President, Analytics April 2014 CCMG

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Page 2: Succeeding with Customer Interaction Analytics

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Lunch Tickets & Lucky Draws

Please fill in a form, drop at Exit where you can exchange it for a lunch ticket

Note the question about the Genesys (Utopy) patent…the answer will be revealed shortly. Take note as a correct answer will stand the chance of winning a sparkling refreshment set!

Finally drop your business card at the Genesys & Anana stand in the Pavillion to be part of this evening’s lucky draw …..

Page 3: Succeeding with Customer Interaction Analytics

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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Agenda

Introduction and Objectives

Market Interests & Opportunities

Analytics - Approach & Solution

Solution Demonstration

Q&A and Next Steps

Appendix: Detailed Case Studies

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Founded in 1999, Silicon Valley Stanford Research Int’l, NSA Research Pioneered the Speech Analytics industry

Genesys Speech Analytics Based on UTOPY

“UTOPY was named the ‘Best Technology Solutions Provider’

in the 2010, 2011, 2012 and 2013 Call Center Week Excellence Awards”

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Analysts Praise UTOPY and the Genesys Solution

“Genesys is THE Leader in Global Contact Center Solutions” - Gartner

“UTOPY pioneered the successful deployment of speech analytics and remains an acknowledged leader.” – PELORUS Group

“Genesys continues to raise the bar with its innovative solutions that deliver immediate results.” – Frost & Sullivan

“The Speech Analytics by Genesys has a serious level of science to understanding speech for improving customer insight & interactions.” - Ventana Research

“Genesys’ solutions understand and predict customer behavior in ways never before possible.” - Datamonitor

“Genesys is leading a new charge in Performance Management through its turnkey, closed-loop, KPI-driven solution” - Frost and Sullivan

“The use of viable speech analytics tools can turn what was a necessary overhead into a strategic goldmine.” – Gartner

“Genesys’ domain expertise and laser focus on Speech Analytics are key differentiators in helping customers attain significant business benefits within a relatively short period of time.” – Frost & Sullivan

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Marquee Customers

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Recently Signed Speech Analytics Customers

55

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Page 8: Succeeding with Customer Interaction Analytics

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Today’s Industry Demands

Main Business Needs Performance Optimization

Trends and Agent Behavior

Operating Metrics (FCR, AHT)

Lifetime Customer Value

Sell/Up-sell

Customer Retention

Customer Experience

Optimize service delivery (process; channel)

CSAT/NPS Impact (complaints mgmt)

VoC and Quality

Compliance and Regulation

Review – Verify – Confirm/Audit

Regulatory Management

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YOUR Interests and Opportunities (YOUR goals this year?)

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

???

???

???

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….what’s going to help make the difference for YOU?

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Customer Analytics addressable items

Risk management

Identification validation

Regulatory scripting

Transaction monitoring

Automated analysis

Labor analysis reduction

Direct risk alerts

Dispute analysis

Data protection

End to end interaction view

Satisfaction monitoring

Dissatisfaction alerts

Satisfaction vs. Products

Satisfaction vs. Feedback

Agent empathy / probing

Solidness in solving requests

Churn reduction tactics

Customer efforts

Service vs. retention

Promotions vs. feedback

Interaction handling

Knowledge skills

Skill usage/timing

Silence/hold times

Call back detection

Self service topics

Targeted coaching

Quality scoring

Coaching sessions

Best practice sharing

Regulatory Satisfaction Performance

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Survey CRM HR ACD CTI IVR VOIP TDMA

Recorded Calls Call Session Data Structured Data

Email Chat SMS

Text Interactions

Social

Conversation Driven WFO and VOC

Speech Analytics Product Overview Sales

Improvement First Call

Resolution Call Volume Reduction

Customer Satisfaction

Collections Optimization

Handle Time Optimization

Compliance Management

Customer Retention

Genesys Connectors

Conversation

Data

Genesys Conversation Analytics Platform

Applications

Personalized Dashboards

Reporting Analytics

Tools Search

Quality Management

Coaching

Speech Analytics Text Analytics

Page 12: Succeeding with Customer Interaction Analytics

Speech Analytics Overview

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Your Company

Your Customer

{per year} 75,000 Tweets 50,000 Mentions 10,000 Complaints 15,000,000 Calls 250,000 Emails 180,000 Chats

Too Many Conversations to Review Manually

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Customer Care

Workforce Optimization

(WFO)

Improve Agent Efficiency

Increase Sales Opportunities

Reduce Customer Churn

Act on Customer Feedback

Optimize Compliance

Opportunities Are Hidden in Conversations

Your Company

Your Customer

Contact Center

Manager

Supervisor

Customer Service

Rep

VP Customer

Care

VP Marketing

VP Product Mgmt.

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Traditional Workforce Optimization

Historical Reports Customer Surveys

Random Sampling

Call Recordings

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Recorded Calls

Connectors

Verint Etc… NICE

Text Interactions

Email Chat Social Media

Quality Management Coaching

Analytics-Driven Applications

Closing the Gaps in the Evaluation Process

Speech Analytics Text Analytics

Cross-Channel Conversation Understanding

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Conversation Processing

Conversation Analytics

Call Recordings

Workforce Optimization Driven by Analytics

Workforce Optimization

Conversation Understanding

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Analytics-Driven Workflows

Cloud On-Premise Hybrid

Routing

Mobile

WFO

Desktop

Social Engagement

Collaboration

IVR

Campaigns Web

SMS

Page 19: Succeeding with Customer Interaction Analytics

Speech Analytics 101: Available Technologies …and the Genesys Difference

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book morning now they i help you can the billing question they tick two the provider sure put transferring flue cow please hold

book morning now they i help you can the billing question they tick two the provider sure put transferring flue cow please hold

good morning. how may i help you. i have a billing question. may i speak to a supervisor. sure i am transferring you right now please hold.

Phonetics

Speech to Text (LVCSR)

Speech-to-Phrase Recognition™

g o k b u r n n g h o q w y i h u l k you i h e v e a b I k l I n q e e t I y o n w a y i s t e a t o a supervisor s h u r i a w t r n h f h r r z n g y u h r I w h t f o q e hold

g o k b u r n n g h o q w y i h u l k you i h e v e a b I k l I n q e e t I y o n w a y i s t e a t o a supervisor s h u r i a w t r n h f h r r z n g y u h r I w l e a q e hold

how may I help you how may I help you I have a billing question how may I help you I have a billing question May I speak to a supervisor

how may I help you I have a billing question May I speak to a supervisor I am transferring you

book morning how may I help you I have a billing question May I speak to a supervisor sure I am transferring you please hold

+ Speech to Text (LVCSR)

The “Truth”

(what was actually said during the conversation)

Three Approaches to Speech Analytics

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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Data Reliability and Business Impact

Phrase-Based

Deliberate Listening

Speech-to-

Text Phonetic

Unit of Speech

Recognition Phrase Word Phoneme

Tuned to the same high accuracy (80-90 %), what is the detection rate?

Detection 70%-80%+ 10%-30% 5%-15%

Two Critical Parameters:

Accuracy: The % of results that were correct.

Detection Rate: The % of actual events found by the system.

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Search

Discovery

Three Main Use Cases

Categorization

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Speech to Text

Search

manager Recorded Conversations

Text Analytics

Your Company

Your Customer

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Automatic Discovery

I got the new phone model…it seems to be dropping calls frequently… I upgraded my account to a family plan because of the recent promotion on the family plan……..

I’m having trouble with my phone….the data service works fine but my new phone seems to drop calls…you guys should have thought of that sooner

I just recently bought the newest phone model…..the video camera is great…the internet service has been spotty…my new phone has been dropping a lot of calls…

Movers and Shakers

Term Percent Change

new phone dropping calls

one month free

they’re overcharging me

recent tv advertisement

broken product in mail

cancel my account

trouble with form on website

376.1%

25.8%

5.8%

-8.6%

-18.6%

-21.3%

-23.5%

Discovery Analytics

Speech to Text

Recorded Conversations

Text Analytics

Your Company

Your Customer

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Categorization

• Customer Dissatisfaction

• Contact Reason

• Where’s My Stuff?

• Billing Issue

• Etc…..

Topic Mapped Phrases

• I’m very upset

• This is ridiculous!

• That is poor customer service

Customer Dissatisfaction

Where’s My Stuff? • I haven’t received this shipment

• I should’ve received yesterday

• Where’s my order?

Billing Issue • I have a question about my bill

• Why am I being charged for….

• You’re overcharging me

Page 26: Succeeding with Customer Interaction Analytics

Solution Demonstration (So Is this thing REAL???)

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Customer Case Studies

Saved $4 Million by automating its Quality Processes

Automated Quality/compliance and reduced labor costs

by 85%

Increased Revenues by more than 20%

Improved FCR by more than 18%

Increased Sales Conversion by 41%

Improved Collections by 24%

Increased Net Promoter Score by 10%

Reduced AHT by 12%, while exceeding CSAT and IR goals

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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Why (Genesys) Speech Analytics in YOUR Business?

1. Business/Strategic decisions to be made require reliable and precise insights

2. Operational usage should have a focus on improvements, successes, trends and customer feedback

3. Capabilities to detect the end to end experience in various routing strategies

4. Found results require different types of actionable items to execute to Routing and WFO components

5. Detecting interaction context with a precise methodology and accurate detection rates

6. KPI strategic approach , What needs to be found is key to improve and optimize

7. Big data analysis requires a open approach to pull or push data across the enterprise we do support

8. More then a decade of deep engineering and development ,resulted in leading technology

9. Measure what you know about and get insights on area's you want to know about

10. Analytics is fundamental for managing Experience and Business Performance

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ROI and Clear Business Benefits

Superior

Technology

Impactful Products & Workflows

• Analytics Driven

• Unified

Results Driven People & Solutions

• Methodology

• KPI Focused

Lower

TCO

ROI

Superior

Technology

Impactful Products & Workflows

• Analytics Driven

• Unified

Results Driven People & Solutions

• Methodology

• KPI Focused

Lower

TCO

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Next Steps and Q & A

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thank you

[email protected]

+1 (760) 835-1905 (mobile) EST

Paul Beyer - Global Vice President, Analytics