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Speech Analytics and Real Time Impact solutions

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  • 1. Multi & Cross Channel Analytics, Real TimeImpact and Real Time Speech Analytics Copyright Business Systems UK Limited 2011
  • 2. Speech AnalyticsReal-Time Speech AnalyticsMulti & Cross-Channel AnalyticsReal-Time Impact
  • 3. What Is Analytics Technology For ?... To give your business the power to address… Business Problems Business Growth Both!!© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
  • 4. Insight… How Good Is Yours?... Chances are, These are yourcalls are being evaluated! AVERAGE average calls Number of Interactions High Satisfaction Lost customers Increased Loyalty Increased costs Wallet Share Low sales Process Efficiency Advisor attrition These are your These are your excellent calls problematic calls Good Above Average Below Average Poor Interaction Quality© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
  • 5. What Are The Chances ?... 6,528,280,000,000,000,000:1© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
  • 6. How Much Does A Sample View Cost? Quality Evaluator Cost 350 Advisors Monitoring Process Eight Evaluations £3.47 per Per Advisor Evaluation Per Month 116,592 Per Annum !© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
  • 7. How Much Would That Cost YOU ?... Monthly Monthly Agents Evaluations Annual cost Agents Evaluations Annual cost 100 8 £33,312 600 8 £199,872 125 8 £41,640 700 8 £233,184 150 8 £49,968 800 8 £266,496 175 8 £58,296 900 8 £299,808 200 8 £66,624 1,000 8 £333,120 250 8 £83,280 2,000 8 £666,240 300 8 £99,936 3,000 8 £999,360 350 8 £116,592 4,000 8 £1,332,480 400 8 £133,248 5,000 8 £1,665,600 450 8 £149,904 10,000 8 £3,331,200 500 8 £166,560 20,000 8 £6,662,400© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
  • 8. The Constant Analysis Process… 100% Interaction Interaction Analysis Categorization Processing Modeling Trends analysis Mining Root Cause Analysis Adaptive Extract Refinement Insights© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
  • 9. R e a l -T i m e S p e e c h A n a l y t i c s© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
  • 10. Real-Time Speech Analytics… What is Real-Time Speech Analytics ?  Analysis of audio conversations as they happen in Real-Time  Identification of actionable situations and events  Trigger of Real-Time guidance callouts  Triggers of Supervisor alerts Customer Insight Based Business Rules Supervisor Alert ! Guidance  Real-Time Real-Time Real-Time Speech Decisioning Action Analytics Agent Real Time Guidance© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
  • 11. RTSA For Revenue Growth… Use Case Benefits Hidden sales opportunities “Hi, I am moving in with my partner (we‟re getting married in November). I need to change my address.” Stated Topic Hidden Opportunity “I‟ll be happy to We’ll Walk Down The Aisle With You “Byhelpway, change  the you do you ! Handling Alert your address.“ know about isour „We’ll Customer getting married. Will the agent“We’ll Walk Down The ? Walk Down The Aisle Offer: catch the You‟With You” With Aisle package? opportunity?here for campaign details We‟ve Click created it for folks just like you, to help you have the best wedding possible.”© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
  • 12. RTSA For Customer Satisfaction… Use Case Benefits Customer Satisfaction Alert “My mobile phone bill is wrong again. I am very frustrated I need to call again and again about this!” “I really apologize Sir. I understand your frustration. First, I‟d like to credit you for this month‟s fee, then I‟m going to ensure your problem is permanently resolved”. ! Dissatisfaction Alert  Satisfaction Alert! ! Supervisor Alert  Customer experience lower than required. Offer 1 month Alert! credit to compensate for less- than-desired service level. Dissatisfied VIP customer in station 383© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
  • 13. Multi & Cross-Channel Analytics© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
  • 14. So What’s The Difference?... Multi-Channel • Ability to capture andor analyze more than one channel of interactions • Does NOT indicate ability to view, analyze and measure interactions from multiple sources in one holistic way • Does NOT include ability to combine insights from different channels to gain cross-channel understanding Cross-Channel • Ability to capture and analyze more than one channel of interactions and provide holistic view and comprehensive insights based on multiple channels and the mobility across channels© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
  • 15. The Multi-Channel Journey… Less than 6% 26% Would try these if unsuccessful 14% 14% % Virtual Company Email Assistance Website 43% 64% Online 53% 23% 53% Physical community Location 55% Phone Application Live rep via 21% phone 36% 43% 44% Live Chat 23% SMS Standard mail 42% 46% Automated 33% phone 38%© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
  • 16. The Real Time Impact Reach… Keywords and Topics Misinformed Phone Speech Talk Over Analysis Frustrating Emotion Detection Call Flow Analysis This is the 2nd time I’m calling Web Dear DirectCom Online Service, I have a question about my Web Interaction Analytics Misinformed most recent bill. I paid the full balance online in the amount of Non Voice Email 47.61$ on February 16th. When I checked back the payment didn’t show up, and I was charged 50$ fee on top of that. This is Keywords and Topics not acceptable! The online payment confirmation number back the payment didn’t show up, and I was charged 50 and I was Sentiment Analysis charged 50 and I was $ fee on top of that. This is not is 49733. Social Please verify and make sure I get the fee back to my account. Media Chat Response Time Frustrating This is not the first time I have a problem with the online payment. Best regards, Gina Lowell. Chat CRM, BI Desktop Analytics Other Sources Billing Customer Demographics Interaction History Phone Survey Customer Feedback© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
  • 17. What Is The Value Opportunity ?… Market Intelligence Increase Revenues Control Operational Costs Retain CustomersAcquire Customers Build / Protect Brand Compliance Adherence Maximise Wallet Share Maintain Highest Quality of Service© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE
  • 18. Progression Steps… Let’s 0800 458 2988 www.businesssystemsuk.co.uk Talk !© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE